bawi2013-intervento-gruppo_reti
DESCRIPTION
How to get Quality Management System objectives applying BA Methodologies!TRANSCRIPT
How to get Quality Management System objectives applying BA Methodologies!
Alessandro Rogora, PRINCE2®, PMP®
RETI S.p.A. Executive Manager
NH Hotels Milanofiori, Assago (MI) - 18 Oct. 13
How to get Quality Management System objectives applying BA Methodologies!
Agenda
Perceptions on Quality Assurance & Control procedures
What have in common Quality Management System and Business Analysis?
RETI QMS 2.0v: a successful case history
How to guarantee continual improvement?
© International Institute of Business Analysis
2
What’s your perception on Quality Assurance & Control procedures?
© International Institute of Business Analysis
3
Quality Management System (QMS)
is perceived as an obstacle
to your daily activity?
Result 2
Result 1
How to get
that high
perception
level?
Oct-2002
ISO 9001:2000 certification
Jan-2004
Data quality consolidation to guarantee valid input to internal processes
Jan-2012
Corporate maturity on Quality procedures and start to QMS guidelines review
Dec-2013
New QMS guidelines consolidation
Perception levels on QMS in Gruppo RETI
4
ISO certification will distinguish us in the Market
3
QMS is useful for each daily governance and operating process
2
QMS could better organize our internal processes
1
Main objectives for a QMS
“[…] demonstrate (Organization) ability to consistently provide
product that meets customer and applicable statutory and
regulatory requirements, and […]
enhance customer satisfaction through the effective application
of the system, including processes for continual improvement of
the system and the assurance of conformity to customer and
applicable statutory and regulatory requirements”
(by UNI EN ISO 2001, the benchmark guidelines procedures
for every Quality Manager into an Organization)
© International Institute of Business Analysis
5
QMS
Business Analysis definition
“Business analysis is the set of tasks and techniques used to work
as a liaison among stakeholders in order to understand the
structure, policies, and operations of an organization, and to
recommend solutions that enable the organization to achieve its
goals.
Business analysis involves understanding how organizations
function to accomplish their purposes, and defining the
capabilities an organization requires to provide products and
services to external stakeholders”
(by BABOK® Guide v2.0, the benchmark guidelines
collection for every Business Analyst)
© International Institute of Business Analysis
6
BA
What have in common QMS and BA?
QMS BA
© International Institute of Business Analysis
7
?
1 Working at organization level (to accomplish
organization functions purposes)
Focus on customer (external stakeholders)
Providing product (or service)
2
3
QMS+BA ?
QMS
BA
Could we use BA methodologies to
get QMS objectives?
© International Institute of Business Analysis
8
If so, how?
RETI QMS 2.0v in 9 steps
© International Institute of Business Analysis
9
1. Define Business
Needs What do we want do?
2. Conduct Stakeholder
Analysis Who and how are we going to involve?
3. Conduct
Elicitation Activity How do we get our
objectives?
4. Assess Capability
Gaps What are organization
gaps we need to fill out?
5. Define Business Case What is value for our organization
that we need to gain?
6. Specify and Model
Requirements How do we do to meet
stakeholder / solution
requirements?
8. Communicate
Requirement Share stakeholder and
solution requirements 3 & 7. Conduct
Elicitation Activity How do we get our
objectives?
9. Evaluate Solution
Performance Has the solution got our
objectives?
Business Analysis knowledge areas’ tasks
© International Institute of Business Analysis
10
Business
Analysis
Planning &
Monitoring Elicitation
Requirements
Management &
Communication
Enterprise
Analysis
Requirements
Analysis
Solution
Assessment &
Validation
Plan BA
Approach
Conduct
Stakeholder
Analysis
Plan BA
Activities
Plan BA
Communication
Plan
Requirements
Management
Process
Manage BA Performance
Prepare for
Elicitation
Conduct
Elicitation
Activity
Document
Elicitation
Results
Confirm
Elicitation
Results
Manage Solution
Scope &
Requirements
Manage
Requirements
Traceability
Maintain
Requirements for
Re-use
Prepare
Requirements
Package
Communicate
Requirements
Define
Business
Need
Assess
Capability
Gaps
Determine
Solution
Approach
Define
Solution
Scope
Define
Business
Case
Prioritize
Requirements
Organize
Requirements
Specify and
Model
Requirements
Determine
Assumptions &
Constraints
Verify
Requirements
Validate
Requirements
Assess
Proposed
Solution
Allocate
Requirements
Assess
Organizational
Readiness
Define
Transition
Requirements
Validate
Solution
Evaluate
Solution
Performance
IIBA® Business Analysis Body of Knowledge (BABOK®) v2.0
RETI QMS 2.0v deliverables
RETI QMS 2.0v program has been signed up at Top
Management level
QMS new approach has been shared within all
business areas
Ownership identification for all business areas,
technical dept. included
© International Institute of Business Analysis
11
Responsibility sharing and/or delegation
Responsibility to collect input data for Management
Review
Responsibility to review key performance indexes
for each business area
Delegation to start up an internal review process to
grow perception level on QMS
Delegation to review internal procedures for each
business area
Feedback and new procedures have been written
directly by business area owners
RETI QMS 2.0v: evaluate solution performance WELL DONE
Increased attention to focus on:
Better understand own objectives
Share own objectives, problems and related solutions
with other business areas involved
Simplify internal procedures to gain value
© International Institute of Business Analysis
12
Increased responsibility on:
Non-compliance elements identification and
resolution
Opportunity for improvement collection
Increased awareness in the customer
complaints’ management
RETI QMS 2.0v: evaluate solution performance NOT WELL DONE
We need to:
New approach on technical processes
governance: back to «customer-at-center»
idea
Appreciate people professionalism: attention
to «Internal-Customer» new approach
Change approach on «sell» QMS’ topics to
technical people: no more «procedures» to
follow, but «guidelines» to refer to
© International Institute of Business Analysis
13
Technical dept., which is our «business card» by
customers, not completly involved!!!
RETI QMS 2.0v main deliverable: brand image and offer are going to change!
© International Institute of Business Analysis
14
LA NOSTRA MISSION: supportare il cliente lungo tutto il
PROCESSO DI INNOVAZIONE TECNOLOGICA E MANAGERIALE
garantendo un rapporto di lungo periodo basato su
innovazione, affidabilità ed efficienza.
LA NOSTRA VISION: porre l’INNOVAZIONE
come protagonista per assicurare il
costante miglioramento del business
aziendale dei nostri clienti.
QMS
BA
Could we use BA methodologies to
get QMS objectives?
QMS+BA The way to get high perception level
© International Institute of Business Analysis
15
BA methodologies
could be the best
tool available for a
Quality Manager to
get QMS objectives!