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CRM Business Analyst Training


Understanding Role of a
Business Analyst
? Sid Mishra
siddhartha.mishra@wipro.com
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CRM BA
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CRM BA Training: Program Plan
Week Theme Session
#
Session Details
1 Basics of BA
1 Understanding Business Analyst Role,
2
High Level CRM Process Overview
2 Requirement Basics
3 Requirements and its types &
Overcoming Challenges in Requirement Gathering,
4 Requirement Gathering Techniques
3
Communications and
Presentation Skills
5 Written Communication Skills & Presentation techniques
3
Functional Design
6 Gap Analysis and Solution Mapping
Assignment: Requirement Gathering & Analysis (get 3-4 set of requirements), busi
ness
user interviews.
4
Functional Design
7 Functional Design Techniques, Review
Using and Creating Templates
Assignment: Solution Mapping and Functional Design , document preparation
Requirement
Gathering and GAP
Analysis
8 Requirement Analysis and Solution Preparation
Process Flows, Use Case Preparation Techniques (Theory)
5 Industry Focus 9 Industry Focus: Telecom/ Pharma
5
Things to Remember
and Practice
10 How to Approach new assignment &
How to carry yourself @ Customer site
6 Assessment 11 Assignment presentation
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CRM BA
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CRM BA
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Project Failure - Key Reasons
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CRM BA
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What s Going On
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CRM BA
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CRM Business Analyst Training
Who is a Business Analyst?
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CRM BA
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? WHY A BA role is important
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CRM BA
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Who is a Business Analyst?
What do the participants think?
? BA understands the business requirements, the
way the business works and come up with
solutions for the challenges faced and then make
the development and testing team understand
those requirement
? Following are the roles of BA
1. Gathering client Requirements
2. Business Requirement Document preparations.
3. Presentations to clients about the organization,
structure and plan for successful execution of
project
? Business Analyst is an expert who has good
knowledge and understanding of the domain he is
working with. He is the person responsible to map
the current business process as it is or suggest
suitable changes (if required) while translating the
needs of the customer and aligning it with the
enabler (tool/software).
? The role requires analyzing the business needs of
the customer to identify the problems (if any) with
the existing system and propose solutions.
? A Business Analyst interacts with customer ,
develops understanding of the functional aspect
of the business and proposes solution for any
problem customer is facing.
? BA is bridge to bring multiple groups together to
agree on project scope and build consensus. It
gathers and understands the requirements and
explain them to the technical team. Basically his
role is to act as a liaison between the business
area experts and the technical team.
? BA is kind of role which acts a bridge between the
service provider and the client. He assesses the
business requirements of the client and proposes
solutions. The solutions provided will be more of
functional detail than technical.
? BA maps the client requirements with the
technology that is being used to provide solution.
A BA would analyze the client business
requirement ,come up with solutions for the
challenges faced and then make the development
team understand those requirement , so that they
can build a product based on those requirements
? A person in a BA role is someone who would be
required to understand the business requirements,
bring them out from whatever inputs the customer

may provide and then provide solutions to fulfill


them. A BA should also be aware of the technical
limitations as well as enablers to provide feasible
and achievable solutions. Communication is
important to be able to negotiate so that there is a
win-win for both customer as well as solution
providers.
The Start to Finish Guy
The Domain Expert
The Bridge
The Problem Solver
The Techno-Functional Nurd
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CRM BA
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A Business Analyst is a person who acts as a
liaison between business people who have a
business problem and technology people who
know how to create automated solutions.
Business IT
What is a business analyst?
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CRM BA
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Business Analyst
Adding value to each phase of SDLC
1. Planning
2. Scope
the project
3. Gather requirements
and analyze
4. Design a
solution
5. Build the
solution
6. Test the
solution
7. Implement
the solution
8. Gather
information for
enhancements
Project
Life Cycle
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CRM BA
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BA Role Overview
? Gather > Understand > Analyze
customer business requirements
? Scoping and Phase Planning
? Impact Analysis and Business
Process Change mapping
? Product Capability and Gap
Analysis
? Develop Functional Solution
? Guide and Influence Design
? High Level Test Strategy and
guide Test Plan development
? Participation in Project Review

and Post Project meeting


? Prepare Training Plan and
Conduct Training
? Preparation of reusable
templates, training material
? Sales / Pre-sales support
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CRM BA
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BA Role: Multiple Titles
? Business Systems Analyst
? Data or Process Analyst
? Business Unit Manager
? Solution Architect
? Business Information Manager
..and many more!
Picture by Enzo Maisano
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CRM Business Analyst Training
Why is it so important to get a
right BA?
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CRM BA
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*sourced from Barry Boehm
Relative Cost of Correcting Requirements Errors Time in Units
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CRM BA
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Common issues caused by incorrect BA selection
? BAs often lack the right skills
? BAs can have undue project influence
? BAs can be out of date
? BAs can act as a communication barrier
? BAs can reduce stakeholder influence
? BAs often over analyze
? BAs can reduce feedback
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CRM BA
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Top 6 reasons for project failure
which Business Analysis can mitigate
? Incomplete requirements
? Measure of success for Business Analysts! Target: Zero.
? Lack of user involvement
? BAs scope a project including who is impacted and therefore who needs to
be engaged
? Unrealistic expectations
? Poorly defined? Open to misinterpretation? Blame the BA!
? Lack of senior exec support
? If the project objectives don t matter to the exec, they won t support
? BA must ensure the exec define SMART measures and targets
? Changing requirements
? Measure of success for Business Analysts! Target: minimise.
? Lack of planning
? At least the analysis should be planned properly!
Delivery is not the best time to analyse requirements
Urban Wisdom
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CRM Business Analyst Training

Key Skills for a BA


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CRM BA
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Communication is the Key
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CRM BA
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ELICIT
EXCELLENT
REQUIREMENTS
TECHNICAL
AWARENESS
CUSTOMER DRIVEN
SCOPE DEFINITION and
CHANGE MGMT
METHODOLOGY
PRACTICES
DOCUMENT
REQUIREMENTS
BUSINESS PROCESS
RE-ENGINEERING
VERIFICATION
& VALIDATION
ANALYTICAL SKILLS
COMMUNICATION
ELICIT
EXCELLENT
REQUIREMENTS
TECHNICAL
AWARENESS
CUSTOMER DRIVEN
SCOPE DEFINITION and
CHANGE MGMT
METHODOLOGY
PRACTICES
DOCUMENT
REQUIREMENTS
BUSINESS PROCESS
RE-ENGINEERING
VERIFICATION
& VALIDATION
ANALYTICAL SKILLS
COMMUNICATION
Essential Skills for the Business Analyst
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CRM BA
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Essentials for BA
? Communication
? Clear, precise, effective
? Industry
? Study the processes and painpoints
in the industry
? Be aware of the latest trends in
the industry
? Gather data about Wipro
Customer engagements in the
industry
? Client

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? Understand the Customer,


Google around..
? If it s a existing Wipro customer,
gather information about prior
work done and customer specific
issues (if any)
? CRM Vertical / Product Specific
? Study the CRM Vertical offerings
? Superficial awareness of core
product is not sufficient
? CRM core product
? Understanding of CRM Platforms
? Knowledge of key functional
areas in CRM
? Good understanding of Process
Automation, Workflow,
Configuration/Customization
? Geography
? Understand Geographic
challenges for IT landscape
? Know the behavioral patterns in
the geography you are visiting
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CRM BA
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? Must be an outstanding communicator
? Must understand the SDLC
? Must enjoy very detailed research and recording
? Must be skilled at organizing and managing large amounts of information
in various forms
? Must be customer-focused
? Must be flexible
? Must come prepared with a toolkit of techniques to elicit excellent
requirements
Who makes a great business analyst?
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CRM Business Analyst Training
Why you need PM as well as BA?
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CRM BA
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Why Does a Project Need a PM and a BA?
? Having both a Project Manager (PM) and a Business Analyst (BA) is
critical to a project s success.
? Each role provides specialized capabilities that can make the difference
between a project that succeeds and one that struggles.
? The PM and BA each play distinct, critical roles on a project
? Both have a common ultimate goal, but focus on different aspects to
achieve it
? It is difficult to wear both hats effectively on the same project
? The roles often intersect but also diverge
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CRM BA
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Role Differentiation between PM & BA
? Usually the 1st person assigned to
the project
? Responsible for planning the project
and ensuring the team follows the
plan

? Manages changes, handles problems,


keeps the project moving
? Manages people, money, risk
? Chief communicator of good or bad
news to the Business Sponsors and IT
Management
? Usually assigned to the project after it
has started
? Responsible for bridging the gap
between the Business and IT
? Learn the business inside and out
? Essentially the architect of effective
business systems
? Job title, definition and
responsibilities viewed inconsistently
across the industry
Project Manager Business Analyst
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CRM Business Analyst Training
Questions?