Customers mostly like the ideas that have origin in their believes, experience and habits. It is much more effective to convince the customer to some idea or solution if he/she articulates this idea/solution and then believes that we are actually following his/her concepts. This presentation focuses on the Discovery and Elicitation tasks and techniques with special attention to methods that are related to coaching. Coaching being originally part of personal development can be also used sales and in managing customer expectation. It is often defined as “form of development in which a person called a coach supports a coachee (learner or client) in achieving a specific personal or professional goal by providing training and guidance.”. Let’s try to convience an Eskimo to buy a fridge!

1. Using coaching
techniques in the
Business
Analysis work
Before we start with donuts… pizza…

2. About me
Andrzej Amanowicz, Senior Business Analyst
In standard IT application business since 1995.
It’s not me who has chosen this pink color for the presentation template
Owner of a very nice chocolate labrador.
I am married and have an adult son.

3. Agenda for today
Q&A

4. The story of one horse
Apparently a real story from life of an American psychologist Milton Hyland Erickson.
How did you
know you should
come here?
I didn’t know. The horse just
knew. I just kept his
attention on the road.

5. How would you define coaching based on this story ?

6. What is coaching?
1st trial
Coaching is
leaving a horse
in peace and let
him go wherever
he wants.

7. What is coaching?
2nd trial
Coaching is
helping horse to
keep attention
on the road

8. What is coaching ?
Not only for horses.
Coaching is a process of helping
people enhance or improve their
performance through
reflection on how they apply a
specific skill and/or knowledge
Personal development approach
Business Consulting and Business Analysis approach
Coaching is a process of helping
people enhance or improve their
performance through
reflection on how they apply a
specific skill and/or knowledge
people companies

9. BABOK a BA „bible”
Available on:
http://books.softserveinc.com/browse/
search?query=babok

10. Why coaching in BA ?
1. BA Planning and
Monitoring
2. Elicitation and
Collaboration
6. Requirements LCM
3. Strategy Analysis
4. Requirements
Analysis and Design
Definition
5. Solution Evaluation

11. GROW model

12. CASE study - background
Vendor of ERP System having many modules.
IKey Success Factor: quality of implementation.
Waterfall implementation methodology.
Typical project lenght: from 9 to 24 months.
Consulting: Sacrified sequence of implementation.
Goal for the meeting: To agree about quick win.

13. CASE study - background
Highly competitive and consolidated.
IIndustry customers expecting huge boom soon.
It will not last forever.
The price war is coming.
Winners will grow.
Losers will be marginalized or die.
Customer value low price by high quality.

14. CASE study - background
Appeared in Poland a year ago.
Grew through mergers & aquisitions.
Consists of a dozen of companies with many plants.
Head of Polish Controlling.
Reporting to PL CFO and Regional Head of Controlling.
Leading team of specialists.
Team plans and analyzes the company's results and costs.
Gives recommendations for sales,production,marketing..
New in company = needs quick win (assumption)

15. GROW model
To know exactly how much and why
do we generate profits or lossesWhat is
your goal?
What will you
achieve if you
know it?
I will be able to give right recommendations

16. GROW model
I want to change the situation that I am not
able to answer the questions of the Board
as soon as they need it.
What do
you want
to change?
Why are you
hoping to
achieve this
goal?
Your sales people promised me that implementation
of new central ERP system for all companies within
Poland will solve all my problems.
!!
WARNING:
Expectations
Management
Needed

17. GROW model
It depends. Sometimes very long,
even 2 weeks.
How long does it take currently to
answer Boards questions?
Why?
Each company in a group has a different IT solution.
Exporting partial data to Excel sheets and
consolidating it needs time.
What is
working well
right now?
We agreed with all companies in the group how
the Excels with results should look like.
I am really proud of it.

18. GROW model
Maximum at 3,
maybe even at 2...
Having your goal in mind - on a scale
of one to ten where are you?
!!
SERIOUS
WARNING:
Compelling Event
in unrealistic time
… and I need to be at 10 latest in September in
order to make planning for the new fiscal year.

19. GROW model
Profit Analysis
Revenue Controlling Overhead Cost ControllingProduct Cost Controlling
Sales &
Distribution
Financials &
Legal Reporting
Procurement &
Materials
Management
Productions
Planning &
Management
This is simplified picture.
In reality ther more modules and
dependancies are more complex.
!!

20. GROW model
Sales & Distribution
Revenue Controlling
Financials & Legal Reporting
Overhead Cost Controlling
Procurement & Materials Management
Productions Planning & Management
Product Cost Controlling
Profit Analysis (PA)
now
September
yearend
!!
Getting full
Profitability Analysis for
September not possibe
due to lack of detailed
real costs of production,
but …

21. GROW model
Sales & Distribution
Revenue Controlling
Financials & Legal Reporting
Overhead Cost Controlling
Procurement & Materials Management
Productions Planning & Management
Product Cost Controlling
PA ‚plan’ PA ‚is’
now
September
yearend
..starting quicker only
those part of profitablity
analysis that is needed for
planning, we could have a
chance.
If only customer gets this
idea…

22. GROW model
If you have to postpone for a while some
functionality, what would be the options
acceptable for you?
Will all dimensions of the planning and
analysis be known by September?
If we could make planning in September but the
real figures for production costs would be for a
while approximated I could live with that.
If we are lucky, yes.

23. GROW model
What could you do in order to help luck?
What else could
you do?
I could delegate half of my team to create the
concept of profitability analysis on paper before
we can setup in the system
I can check how the the profitability analysis is
done in other countries.
Who else might
you ask for help? My boss of course.

24. GROW model
What would happen if you say to your boss that for a
while only planning figures and part of real figures will be
accurate?
Our priority is the proper planning of the next
fiscal year. If you ensure that all ‘is’ (real) data will
be available starting from 1st of January, he could
accept it. The profitability analysis of current year
is anyway full of approximations

25. GROW model
Seems like we find temporary work around.
Do you think you can do that?
As for me - yes.
On the scale from 0 to 10, how
good is this work around?
I would say 8. This should work.

26. GROW model
What are three actions you can take
that would make sense this week?
I can confirm our approach
with my manager.
Sounds like a solid plan.
Let’s see you on Friday
at our workshop.
See you! Thank you for the meeting!
I can ask my colleagues from
other countries for hints.
I can inform my team that they
should not take vacation for the
period of planning concept creation.

27. GROW model
Goal
Reality check,
Readiness
Options
Opportunities
Objections
Way forward,
(I) Will,
Wrap up

28. Additional
material
Attributes of a good coach.
Usefull questions

29. Appendix:
Who is a coach ?
A coach is someone who tells you
what you don't want to hear,
who has you see
what you don't want to see,
so you can be
who you have always known
you could be.
Tom Landry

30. Appendix:
Who is a coach ?

31. Appendix:
Attributes of a good coach
DRIVEN

32. Usefull questions (1)
1. What is your goal?
(What goals of the organisation are you responsible for?)
2. What result are you trying to achieve?
3. What are your measures?
4. What do you want to achieve?
5. What would you like to happen with ______?
6. What would you like to accomplish?
7. What outcome would be ideal?
8. What do you want to change?
9. Why are you hoping to achieve this goal?
10. What would the benefits be if you achieved this goal?
Based on: https://www.enotrans.org/wp-content/uploads/2017/07/Handout-GROW-Questions.pdf

33. 1. What is happening now (what, who, when, and how often)? What is the affect or result?
2. Have you already taken any steps towards your goal?
3. How would you describe what you did?
4. Where are you now in relation to your goal?
5. On a scale of one to ten where are you?
6. What has contributed to your success so far?
7. What progress have you made so far?
8. What is working well right now?
9. What is required of you?
10. Why haven't you reached that goal already?
11. What do you think is stopping you?
12. What do you think was really happening?
13. Do you know other people who have achieved that goal?
14. What did you learn from _____?
15. What have you already tried?
16. How could you turn this around this time?
17. What could you do better this time?
18. If you asked ____, what would they say a bout you?
19. On a scale of one to ten how severe/serious/urgent is the situation?
20. If someone said/did that to you, what would you think/feel/do?
Reality check
Readiness
Usefull questions (2)
Based on: https://www.enotrans.org/wp-content/uploads/2017/07/Handout-GROW-Questions.pdf

34. 1. What are your options?
2. What do you think you need to do next?
3. What could be your first step?
4. What do you think you need to do to get a better result (or closer to your goal)?
5. What else could you do?
6. Who else might be able to help?
7. What would happen if you did nothing?
8. What has worked for you already? How could you do more of that?
9. What would happen if you did that?
10. What is the hardest/most challenging part of that for you?
11. What advice would you give to a friend about that?
12. What would you gain/lose by doing/saying that?
13. If someone did/said that to you what do you think would happen?
14. What's the best/worst thing about that option?
15. Which option do you feel ready to act on?
16. How have you tacked this/a similar situation before?
17. What could you do differently?
18. Who do you know who has encountered a similar situation?
19.If anything was possible, what would you do?
20.What else?
Options
Opportunities
Objections
Usefull questions (3)
Based on: https://www.enotrans.org/wp-content/uploads/2017/07/Handout-GROW-Questions.pdf

35. Way forward,
Will,
Wrap up ..
1. How are going to go about it?
2. What do you think you need to do right now?
3. Tell me how you’re going to do that.
4. How will you know when you have done it?
5. Is there anything else you can do?
6. On a scale of one to ten, what is the likelihood of your plan succeeding?
7. What would it take to make it a ten?
8. What obstacles are getting in the way of success?
9. What roadblocks do you expect or require planning?
10. What resources can help you?
11. Is there anything missing?
12. What one small step will you take now?
13. When are you going to start?
14. How will you know you have been successful?
15. What support do you need to get that done?
16. What will happen (or, what is the cost) of you NOT doing this?
17. What do you need from me/others to help you achieve this?
18. What are three actions you can take that would make sense this week?
19.On a scale of one to ten, how committed/motivated are
you to doing it?
20. What would it take to make it a ten?
Usefull questions (4)
Based on: https://www.enotrans.org/wp-content/uploads/2017/07/Handout-GROW-Questions.pdf

36. GROW is just top of iceberg
.. and many more

37. BABOK has many meanings
In Silesian dialect ‚babok’ means ‚bogeyman’

38. See you on our next
meeting in March!
08 / 03 / 2018 at 17.30