Delivering Business Analysis: The BA Service handbook

Front Cover
Praise
BCS, The Chartered Institute for IT
Title
Copyright
Table of contents
List of figures and tables
Authors
Foreword by Lawrence Darvill
Acknowledgements
Abbreviations
Glossary
Preface
1. INTRODUCING THE BA SERVICE
	INTRODUCTION
	BUSINESS ANALYSIS AS A SERVICE
	THE COMMUNITY OF PRACTICE CONCEPT
	SITUATING THE BA SERVICE
	THE ROLE OF THE BUSINESS ANALYST
	THE 3RD WAVE MODEL FOR BUSINESS ANALYSIS
	CHALLENGES FACING THE BA SERVICE
	CONCLUSION
2. INTRODUCING THE BA SERVICE FRAMEWORK
	INTRODUCTION
	THE NATURE OF SERVICE
	THE NATURE OF VALUE
	APPLYING THE BASF
	THE BASF AND THE PORTFOLIO BUSINESS ANALYST
	THE BUSINESS CASE FOR THE BA SERVICE
	CONCLUSION
3. RECRUITING AND RETAINING BUSINESS ANALYSTS
	INTRODUCTION
	RECRUITMENT STRATEGY
	RECRUITMENT PLANNING
	SEARCH
	SELECTION APPROACH
	INDUCTION
	RETENTION
	SUCCESSION PLANNING
	CONCLUSION
	CASE STUDY 1: RECRUITING IN A COMPETITIVE MARKET
4. DEVELOPING THE BUSINESS ANALYSTS
	INTRODUCTION
	THE T-SHAPED PROFESSIONAL BUSINESS ANALYST
	SKILLS DEVELOPMENT FRAMEWORKS
	SERVICE VIEW OF SKILLS DEVELOPMENT
	THE BA SERVICE AS A LEARNING ORGANISATION
	CONCLUSION
	CASE STUDY 2: GREEN-FIELD BA SERVICE
5. ENABLING A HIGH-PERFORMANCE BA SERVICE
	INTRODUCTION
	APPRAISAL AND PERFORMANCE MANAGEMENT
	APPROACHES TO FACILITATE PERFORMANCE MANAGEMENT
	UNDERSTANDING PERSONAL MOTIVATION
	PROVIDING FEEDBACK
	REMOVAL
	CONCLUSION
	CASE STUDY 3: MANAGING PERFORMANCE WITH EMPATHY AND UNDERSTANDING
6. STANDARDISING THE BA SERVICE
	INTRODUCTION
	THE ROLE OF STANDARDS AND TEMPLATES
	SELECTING THE STANDARDS
	MODELLING STANDARDS
	CREATION AND MAINTENANCE OF TEMPLATES
	ADOPTION OF STANDARDS
	CONCLUSION
	CASE STUDY 4: PROVIDING CONSISTENT BUSINESS ANALYSIS
7. APPLYING SOFTWARE TOOLS TO SUPPORT THE BA SERVICE
	INTRODUCTION
	SUPPORT TOOL CATEGORIES
	SUPPORT TOOL MATURITY ASSESSMENT
	SELECTING BUSINESS ANALYSIS SUPPORT TOOLS
	REASONS TOOLS CAN FAIL
	CONCLUSION
	CASE STUDY 5:  REALISING BENEFITS FROM INVESTMENT IN SUPPORT TOOLS
8. LEADING THE BA SERVICE
	INTRODUCTION
	WHAT IS A LEADER?
	ROLE OF THE BA LEADER
	EFFECTIVE LEADERSHIP
	LEADERSHIP FRAMEWORKS AND STYLES
	CHALLENGES FACING BA LEADERS
	CONCLUSION
	CASE STUDY 6: LEADING A BA SERVICE TRANSFORMATION
9. OPERATING THE BA SERVICE
	INTRODUCTION
	GAP ANALYSIS OF THE MANAGEMENT PROCESSES
	BUSINESS ANALYSIS CONSULTANCY MANAGEMENT
	BUSINESS ANALYSIS DEMAND MANAGEMENT
	BUSINESS ANALYSIS PLANNING
	BUSINESS ANALYSIS PROCESS MANAGEMENT
	CONCLUSION
	CASE STUDY 7: OPERATING A LARGE-SCALE BA SERVICE
10. DELIVERING A CUSTOMER-ORIENTED BA SERVICE
	INTRODUCTION
	IDENTIFYING THE ‘CUSTOMER’
	CATEGORIES OF CUSTOMER
	WORKING WITH CUSTOMERS
	ANALYSING CUSTOMERS
	CONCLUSION
11. FOSTERING A BA SERVICE CULTURE
	INTRODUCTION
	THE ESSENCE OF CULTURE
	CULTURAL FRAMEWORKS
	THE BA SERVICE CULTURE
	CONCLUSION
12. IMPROVING BA SERVICE QUALITY
	INTRODUCTION
	QUALITY AND IMPROVEMENT CULTURE
	CONTINUAL SERVICE IMPROVEMENT (CSI)
	QUALITY MANAGEMENT
	QUALITY MANAGEMENT TECHNIQUES
	CONCLUSION
	CASE STUDY 8: INSTILLING A QUALITY FOCUS TO ENABLE BUSINESS ANALYSTS TO SUCCEED AND THRIVE
13. MEASURING THE PERFORMANCE OF THE BA SERVICE
	INTRODUCTION
	THE IMPORTANCE OF METRICS AND MEASUREMENT
	TYPES OF MEASURES
	FINANCIAL METRICS
	CUSTOMER METRICS
	LEARNING AND GROWTH METRICS
	INTERNAL PROCESS METRICS
	CONCLUSION
Afterword
Appendices
References
Index
Back Cover