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. 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?
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© International Institute of Business Analysis

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?
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© International Institute of Business Analysis

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. 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)
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© International Institute of Business Analysis

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)
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© International Institute of Business Analysis

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)
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© International Institute of Business Analysis

8. QMS+BA  ?
QMS
Could we use BA
methodologies to
get QMS
objectives?
If so, how?
BA
8
© International Institute of Business Analysis

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?
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© International Institute of Business Analysis

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
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© International Institute of Business Analysis

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
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© International Institute of Business Analysis

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
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© International Institute of Business Analysis

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
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© International Institute of Business Analysis

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.
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© International Institute of Business Analysis

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
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© International Institute of Business Analysis

16. Thank you
Alessandro Rogora, PRINCE2®, PMP®
alessandro.rogora@reti.it
RETI S.p.A.