CRM Business Analyst Training

Understanding Role of a Business Analyst

Sid Mishra siddhartha.mishra@wipro.com

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CRM BA Week

CRM BA Training: Program Plan

Theme Session #
1 2 High Level CRM Process Overview

Session Details
Understanding Business Analyst Role,

Basics of BA

3
2 Requirement Basics 4 3 Communications and Presentation Skills Functional Design 5 6 3

Requirements and its types & Overcoming Challenges in Requirement Gathering,

Requirement Gathering Techniques Written Communication Skills & Presentation techniques Gap Analysis and Solution Mapping Assignment: Requirement Gathering & Analysis (get 3-4 set of requirements), business user interviews. Functional Design Techniques, Review Using and Creating Templates Assignment: Solution Mapping and Functional Design , document preparation Requirement Analysis and Solution Preparation Process Flows, Use Case Preparation Techniques (Theory)

7 Functional Design 4 Requirement Gathering and GAP Analysis 5 Industry Focus Things to Remember and Practice Assessment 8

9 10

Industry Focus: Telecom/ Pharma How to Approach new assignment & How to carry yourself @ Customer site Assignment presentation

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CRM BA

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CRM BA

Project Failure - Key Reasons

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CRM BA

Whats 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

WHY A BA role is important

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Who is a Business Analyst?

CRM BA 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 The Start to Finish Guy 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 Domain Expert 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. The interacts with A Business AnalystProblem Solvercustomer , develops understanding of the functional aspect of the business and proposes solution for any problem customer is facing.

What do the participants think?

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. The Bridge

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 The BA role is someone Nurdwould be in a Techno-Functional who 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.

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CRM BA

What is a business analyst?

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

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CRM BA

Business Analyst Adding value to each phase of SDLC

8. Gather information for enhancements

1. Planning

7. Implement the solution

2. Scope the project

Project Life Cycle

6. Test the solution

3. Gather requirements and analyze

5. Build the solution

4. Design a solution

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CRM BA

BA Role Overview
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

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

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CRM BA

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

Relative Cost of Correcting Requirements Errors

Time in Units

*sourced from Barry Boehm

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CRM BA

Common issues caused by incorrect BA selection

BAs BAs BAs BAs BAs BAs BAs

often lack the right skills can have undue project influence can be out of date can act as a communication barrier can reduce stakeholder influence often over analyze can reduce feedback

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CRM BA

Top 6 reasons for project failure which Business Analysis can mitigate

Incomplete requirements Lack of user involvement Unrealistic expectations

Measure of success for Business Analysts! Target: Zero. BAs scope a project including who is impacted and therefore who needs to be engaged Poorly defined? Open to misinterpretation? Blame the BA! If the project objectives dont matter to the exec, they wont support BA must ensure the exec define SMART measures and targets Measure of success for Business Analysts! Target: minimise. At least the analysis should be planned properly!

Lack of senior exec support

Changing requirements
Lack of planning

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

Communication is the Key

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CRM BA

Essential Skills for the Business Analyst

CUSTOMER DRIVEN

TECHNICAL AWARENESS

SCOPE DEFINITION and CHANGE MGMT

VERIFICATION & VALIDATION COMMUNICATION

METHODOLOGY PRACTICES

ANALYTICAL SKILLS ANALYTICAL SKILLS

ELICIT EXCELLENT REQUIREMENTS

BUSINESS PROCESS RE-ENGINEERING

DOCUMENT REQUIREMENTS

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CRM BA

Essentials for BA
CRM Vertical / Product Specific
Study the CRM Vertical offerings Superficial awareness of core product is not sufficient

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

CRM core product

Understanding of CRM Platforms Knowledge of key functional areas in CRM Good understanding of Process Automation, Workflow, Configuration/Customization

Client
Understand the Customer, Google around.. If its a existing Wipro customer, gather information about prior work done and customer specific issues (if any)

Geography
Understand Geographic challenges for IT landscape Know the behavioral patterns in the geography you are visiting

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CRM BA

Who makes a great business analyst?

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

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CRM Business Analyst Training

Why you need PM as well as BA?

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CRM BA

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 projects 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

Role Differentiation between PM & BA

Project Manager Business Analyst

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

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CRM Business Analyst Training

Questions?

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