bawi2013-intervento-gruppo_reti

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How to get Quality Management System
objectives applying BA Methodologies!

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bawi2013-intervento-gruppo_reti

  1. 1. NH Hotels Milanofiori, Assago (MI) - 18 Oct. 13 How to get Quality Management System objectives applying BA Methodologies! Alessandro Rogora, PRINCE2®, PMP® RETI S.p.A. Executive Manager
  2. 2. 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? 2 © International Institute of Business Analysis
  3. 3. What’s your perception on Quality Assurance & Control procedures? Result 1 Result 2 Quality Management System (QMS) is perceived as an obstacle to your daily activity? 3 © International Institute of Business Analysis
  4. 4. Perception levels on QMS in Gruppo RETI 3 QMS is useful for each daily governance and operating process QMS could better organize our internal processes 2 Jan-2012 Jan-2004 1 ISO certification will distinguish us in the Market Oct-2002 ISO 9001:2000 certification Data quality consolidation to guarantee valid input to internal processes Corporate maturity on Quality procedures and start to QMS guidelines review Dec-2013 New QMS guidelines consolidation How to get that high perception level? 4
  5. 5. Main objectives for a QMS 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) 5 © International Institute of Business Analysis
  6. 6. 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” BA (by BABOK® Guide v2.0, the benchmark guidelines collection for every Business Analyst) 6 © International Institute of Business Analysis
  7. 7. What have in common QMS and BA? QMS 1 2 3 ? BA Working at organization level (to accomplish organization functions purposes) Focus on customer (external stakeholders) Providing product (or service) 7 © International Institute of Business Analysis
  8. 8. QMS+BA  ? QMS Could we use BA methodologies to get QMS objectives? If so, how? BA 8 © International Institute of Business Analysis
  9. 9. RETI QMS 2.0v in 9 steps 2. Conduct Stakeholder Analysis Who and how are we going to involve? 1. Define Business Needs What do we want do? 8. Communicate Requirement Share stakeholder and solution requirements 3. Conduct 3 & 7. Conduct Elicitation Activity Elicitationget our Activity How do we How do we get our objectives? objectives? 4. Assess Capability Gaps 9. Evaluate Solution Performance What are organization gaps we need to fill out? Has the solution got our objectives? 5. Define Business Case 6. Specify and Model Requirements What is value for our organization that we need to gain? How do we do to meet stakeholder / solution requirements? 9 © International Institute of Business Analysis
  10. 10. Business Analysis knowledge areas’ tasks Business Analysis Planning & Monitoring Elicitation  Plan BA Approach  Prepare for Elicitation  Conduct Stakeholder Analysis  Conduct Elicitation Activity  Plan BA Activities  Document Elicitation Results  Plan BA Communication  Plan Requirements Management Process  Manage BA Performance  Confirm Elicitation Results Requirements Management & Communication Enterprise Analysis Requirements Analysis  Manage Solution Scope & Requirements  Define Business Need  Prioritize Requirements  Manage Requirements Traceability  Assess Capability Gaps  Maintain Requirements for Re-use  Determine Solution Approach  Prepare Requirements Package  Define Solution Scope  Communicate Requirements  Define Business Case  Organize Requirements  Specify and Model Requirements  Determine Assumptions & Constraints  Verify Requirements  Validate Requirements Solution Assessment & Validation  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 10 © International Institute of Business Analysis
  11. 11. 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  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 11 © International Institute of Business Analysis
  12. 12. 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  Increased responsibility on:  Non-compliance elements identification and resolution  Opportunity for improvement collection  Increased awareness in the customer complaints’ management 12 © International Institute of Business Analysis
  13. 13. RETI QMS 2.0v: evaluate solution performance NOT WELL DONE Technical dept., which is our «business card» by customers, not completly involved!!! 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 13 © International Institute of Business Analysis
  14. 14. RETI QMS 2.0v main deliverable: brand image and offer are going to change! LA NOSTRA VISION: porre l’INNOVAZIONE come protagonista per assicurare il costante miglioramento del business aziendale dei nostri clienti. 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. 14 © International Institute of Business Analysis
  15. 15. QMS+BA  The way to get high perception level QMS Could we use BA methodologies to get QMS objectives? BA methodologies could be the best tool available for a Quality Manager to get QMS objectives! BA 15 © International Institute of Business Analysis
  16. 16. Thank you Alessandro Rogora, PRINCE2®, PMP® alessandro.rogora@reti.it RETI S.p.A.

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