The role of a Business Analyst (BA)
is mostly defined as the bridge between the engineering team/ development team
and the customer. BA speak to the customer analyses the requirements and
document them which then be passed to the development team for implementation.
What is expected from the BA? What
should we as BAs do to contribute towards project success? Is documenting each
word mentioned by the customer/stakeholders during the meetings? Below is what
I do -
Background Study - This is key.
A Ba walking to the customer should do her/his homework about
- Organization
- Business Domain
- Stakeholders
Organization - I try my best to
understand the background of the organization. I read the web site and any
other articles on the internet about the company. I even try to
remember/memories some statements which I may use when talking to the
customer(s). Now you may ask why - Explaining my thought process, I believe
that in business meetings a BA should showcase that he/she believes in the
vision and the mission of the organization. This is much important in
creating a good first impression during the meetings/sessions.
Type of Business / Domain - BA
typically works in multiple domains. S/he normally does not have a choice when
it comes to projects but to work on any assignment which comes across. Being a
BA I have worked in Energy, Telecommunications, E- Learning, Healthcare,
Manufacturing and Aviation domains. I am not a SME in any of these
domains but I always try to learn the area’s most important to me. This has
always helped to win the stakeholders. I talk to people as much as
possible and I read as many articles as possible.
Stakeholders - Stakeholder
Analysis - YES. I do that too and without stopping there I also read about
each and every stakeholder. Simply I spy on them. I visit their LinkedIn and
even Facebook or Instagram. Now ask me why- I believe in the statement -
" Birds of Same Feathers Flock Together" and if I manage to show
myself as a bird of the same flock it definitely helps me to attack the
stakeholders during the very first meeting itself. This is much important
for a successful and sustainable relationship with the customers which
indirectly leads to the project success.
First Meeting is crucial. I try to
analyze the meeting participants. I study the way they speak, interests, motive
or even ulterior motives as much as possible. I categorize them and this
categorization has always helped me in the almost all the projects. I let the
business stakeholders speak and I capture each work. In reality the first
meeting is the ice breaker. Almost everyone brags and the reality is yet to
come.
Second Meeting till Infinity of
Meetings - This is where I use my ground work. I first try and create a
good relationship with the stakeholders. Some stakeholders are the worst
creatures you would not want to meet ever again in your life still they
are your "CUSTOMERS" hence I always smile. Be pleasant.
Remember to put the right foot else you will not end up where you want which is
successful project closure with positive feedback about the BA.
Let me now talk to you about the
actual topic which I wanted to talk to you which is art if dealing with the
customers.
Okay now customer is NOT always
right. Sometimes everything they say may be wrong or incomplete or partially
right. We should NOT accept everything they say but think logically and take what’s
required for the analysis. Remember garbage in garbage out - if you take
the right things you will succeed else you will fail.
This is where the relationships set
as well as the stakeholder categorization is used. Always remember that they
have the upper hand and you’re doing a job.
Rule 01 - This is not your
father company or family business. Hence do not be emotional. Your brain should
work not heart. Let me tell you if your passionate like me this is little hard.
But control.
Rule 02 - Do your job right. As the
BA you should be 100% right. Know your point well before you go and explain to
your customer. If you make a mistake you will lose the credibility. It
takes a lot of time and effort to build it again or you will never be able to
do it ever again. So be extra careful.
Rule 03-Be very tactical. Use the
right language rather right words. Do never forget they have the upper hand and
you have to work with them until the project end. Make them feel that you
want the best for them and get their consent. Some people like to be the boss
which is alright. Let them be and make them feel that their opinion matters
most.
Rule 04: If they agree with you -
good job else still it is a good job since you as the BA you actually did your
job. And remember take the consent for whichever the decision in written
form. Do not be a part of the blame game which may happen if something goes
wrong.
Rule 05 - You may
encounter hot arguments or even hear heart breaking statements. Remember rule
number 01 and speak to them again as you always did in the past.
That is all I do- Anyways appreciate
your comments and thoughts. This is my experience and how I handle and there
may be many other better ways of handling such scenarios.
