bawi2013-article_how to get qms applying ba_gruppo reti
Business Analysis Trend – From BAWI 2013 – Business Analysis Workshop Italy
2013 – 18th October 2013 – IIBA Italy Chapter
“How to get Quality Management System Objective Applying BA Methodologies!” Alessandro Rogora – Gruppo Reti
Share how Gruppo Reti is applying the BA methodologies to improve quality system efficacy
(meeting customers’ business needs) and efficiency (focusing on activities that guarantee
value for Customer and Organization) to get business objectives.
Gruppo Reti found in the Business Analysis methodology application the solution to a
business need: add business value improving the Quality Management System (QMS).
Quality certification was required by the market, but it was not so clear the benefit to the
business and, in addition, was perceived as an obstacle or as an unnecessary work by Reti
In order to improve and measure the
value for the business, Gruppo Reti
realized that QMS could become the
key factor to lead an internal
cultural change: QMS should be the
way to work starting from Customer
satisfaction through real daily
processes. To do that BA approach
and competencies are essential: more
Quality, more BA Professionals,
more understanding of Customer
needs, mean more Customer
satisfactions, more value for
Gruppo Reti and, at the end, more deals. This is the benefit logic.
As defined by UNI, QMS has to “[…] 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).
That QMS definition allowed to start thinking that BA could be useful to get its objectives:
according with definition provided by IIBA, “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).
First of all, Gruppo Reti concentrated its efforts on what QMS and BA have in common.
They are working at organization level, to increase the focus on customer and on the
solutions (products and services), and used BA methodologies in 9 steps to get QMS
objectives and assure the alignment to real business needs:
BA approach allowed to: involve Top Management and Business Area owners, identify their
stakeholders’ real needs, find a Business-driven solution.
Actually BA approach allowed to get following QMS objectives:
Start up an internal review process to grow perception level on QMS topics.
Delegation to review internal procedures and responsibility to collect input data
for Management Review and review internal KPIs directly by each internal BU.
Feedback and new procedures written directly by BU owners.
Increased responsibility on: Non-compliance elements identification and
resolution, Opportunity for improvement collection
Increased awareness in the customer complaints’ management.
Gruppo Reti success case demonstrated how BA methodologies could be the best tool
available for a Quality Manager to get QMS objectives.