chapter 8 ver 1 1 - bizanalysisblog's blog range of fundamental skills required, ... §...

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Chapter 8: Underlying Competencies

Introduction

Chapter Outline:8.1 Analytical Thinking and Problem Solving

8.2 Behavioral Characteristics

8.3 Business Knowledge

8.4 Communication Skills

8.5 Interaction Skills

8.6 Software Applications

2009 IIBA. Proprietary and Confidential. For IIBA and chapter use only.


Chapter 8 Webinar Outline

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§ Review Learning Objective§ Take Chapter 8 Practice Exam§ 8.1 Analytical Thinking and Problem Solving § 8.2 Behavioral Characteristics § 8.3 Business Knowledge § 8.4 Communication Skills § 8.5 Interaction Skills § 8.6 Software Applications§ Hands-On Exercise


Learning Objective

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§ Understand the range of fundamental behaviors, characteristics, knowledge and personal qualities that support the practice of business analysis.

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Chapter 8 Practice Exam

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Underlying Competencies

§ This knowledge area provides a description of the behaviors, characteristics, knowledge and personal qualities that support the practice of business analysis

§ The underlying competencies are not unique to the business analysis profession

§ They are described here to ensure readers are aware of the range of fundamental skills required, and provide a basis for them to investigate further into the skills and knowledge enabling them to be accomplished and adaptable business analysts

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2009 IIBA. Proprietary and Confidential. For IIBA and chapter use only. 6

8.1 Analytical Thinking and Problem Solving

§ This task is organized around the following behaviors and characteristics§ 8.1.1 Creative Thinking§ 8.1.2 Decision Making§ 8.1.3 Learning§ 8.1.4 Problem Solving§ 8.1.5 Systems Thinking

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8.1.1 Creative Thinking

§ .1 Purpose§ Effectiveness in generating new ideas for approaches to problem solving

and in generating alternative solutions

§ .2 Definition§ Generate new ideas and concepts§ Use existing approaches in new ways§ Make connections among existing and new things§ Promote creative thinking in others

§ .3 Effectiveness Measures§ Successful generation and productive consideration of new ideas§ Application of new ideas to resolve existing problems§ Willingness of stakeholders to accept new approaches


8.1.2 Decision Making

§ .1 Purpose§ Effectiveness in understanding decision criteria, in making

decisions, and in assisting others to make better decisions.§ .2 Definition

§ Information gathering and analysis§ Making comparisons and tradeoffs§ Identifying desirable option§ Awareness of traps, for example acceptance of initial framing of problem

§ .3 Effectiveness Measures§ Confidence of participants in the process§ Decision is not revisited due to overlooked information§ Decisions address the underlying problem§ Impact of uncertainty and new information can be assessed


8.1.3 Learning

§ .1 Purpose§ Effectiveness at learning about business domains in order to

understand how to benefit the organization§ .2 Definition§ Acquire, learn, comprehend, synthesize and evaluate facts about the

domain§ Describe understanding of domain and determine which analysis activities

are appropriate§ Identify and evaluate new solutions

§ .3 Effectiveness Measures§ Agreement that models describe the domain well§ Identification of related problems or issues across the domain§ Rapid absorption of new information or domain

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8.1.4 Problem Solving

§ .1 Purpose§ Effectiveness at defining and solving problems and ensuring that the

real, underlying problem is understood and addressed§ .2 Definition§ Underlying issues are visible§ Competing goals and objectives addressed§ Assumptions identified and tested§ Alternative solutions developed and measured§ Various problem solving techniques


8.1.4 Problem Solving (continued)

§ .3 Effectiveness Measures§ Participant confidence that selected solution is correct§ New options can be evaluated effectively with the framework

applied§ Solution options meet objectives and solve underlying problem§ Process avoids traps of preconception and politics


8.1.5 Systems Thinking

§ .1 Purpose§ BA must understand interactions and patterns within context of the

whole system§ .2 Definition§ Properties emerge from interaction of components§ Examining components in isolation is not sufficient for

understanding the whole system§ Whole system includes:§ People§ Interactions§ External forces§ Other

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8.1.5 Systems Thinking (continued)

§ .3 Effectiveness Measures§ Understand how change to component affects the whole§ Identification of feedback loops§ Understanding of system adaptation to external pressures and

changes


8.2 Behavioral Characteristics

1. Ethics2. Personal Organization3. Trustworthiness


8.2.1 Ethics

§ .1 Purpose§ BA must:§ Behave ethically§ Earn trust and respect§ Recognize potential ethical difficulties

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8.2.1 Ethics (continued)

§ .2 Definition§ Understanding of moral and immoral behavior§ Standards governing one’s behavior§ Willingness to act to ensure that one’s behavior is moral or meets

standards§ Consider impact on all stakeholder groups and work to ensure that

those groups are treated fairly§ Ability to identify when ethical dilemma occurs§ Understand how dilemmas may be resolved


8.2.1 Ethics (continued)

§ .3 Effectiveness Measures§ Decisions made with due consideration to the interests of all

stakeholders§ Reasons for a decision are clearly articulated and understood§ Prompt and full disclosure of potential conflicts of interest§ Honesty regarding one’s abilities, the performance of one’s work,

and accepting responsibility for failures or errors


8.2.2 Personal Organization

§ .1 Purpose§ Personal organization skills assist the business analyst in effectively

managing tasks and information§ .2 Description§ Ability to readily find files or information, timeliness, management of

outstanding tasks, and appropriate handling of priorities§ Information filed in a way that enables the business analyst to

retrieve it at a later date§ Time management, prioritization, elimination of procrastination, and

clarity of goals and expectations§ Action plans, to-do lists and setting priorities are among the

common approaches to effective time management

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8.2.2 Personal Organization (continued)

§ .3 Effectiveness Measures§ The ability of the business analyst to find information§ Regular on-time completion of tasks§ Efficiency in the completion of work§ The ability to easily identify all outstanding work and the status of

each work item


8.2.3 Trustworthiness

§ .1 Purpose§ Earning the trust of key stakeholders is necessary to ensure that the

business analyst is able to elicit requirements around sensitiveissues and to ensure that recommendations are evaluated properly

§ .2 Definition§ BA must constantly demonstrate that they deserve confidence and

are concerned with that stakeholder’s best interests§ Stakeholders must trust the business analyst to behave ethically

and to perform business analysis work effectively§ BA must engage with the stakeholder’s needs, not desires§ Honestly address issues when they occur


8.2.3 Trustworthiness (continued)

§ .3 Effectiveness Measures§ Stakeholders involving the BA in decision-making§ Stakeholder acceptance of BAs recommendations§ Willingness of stakeholders to discuss difficult or controversial topics

with the BA§ Willingness of stakeholders to support or defend the BA when

problems occur

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8.3 Business Knowledge

1. Business Principles and Practices2. Industry Knowledge3. Organization Knowledge4. Solution Knowledge


8.3.1 Business Principles and Practices

§ .1 Purpose§ BAs require an understanding of fundamental business principles

and best practices, in order to ensure that they are incorporated into and supported by solutions


8.3.1 Business Principles and Practices (continued)§ .2 Definition§ Business principles are those characteristics common to all

organizations with a similar purpose and structure, whether or not they are in the same industry. Business areas within and across industries often have a common set of business processes and associated systems. Common functional areas include:§ Human Resources§ Finance§ Information Technology§ Supply Chain Management

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8.3.1 Business Principles and Practices (continued)§ .3 Effectiveness Measures§ Understanding of business environments, operations, process and

practices related to:§ Common business management and decision making concepts,

principles, activities and practices§ Typical organization structures, job functions and work activities§ Complex business functions and operations

§ Understanding of relevant regulatory, compliance, and governanceframeworks

§ Understanding of auditing and security issues


8.3.2 Industry Knowledge

§ .1 Purpose§ BAs should have an understanding of the industry that their

organization is in so that they may understand new challenges that may be posed by competitive moves, and which solutions have proven effective elsewhere

§ .2 Definition§ Understand:§ Competitive forces that shape an industry§ Customer segments demographics or other characteristics§ Major trends


8.3.2 Industry Knowledge (continued)

§ .3 Effectiveness Measures§ Understand and keep abreast of industry § Identify key industry trends§ Knowledge of major competitors and partners § Knowledge of major customer segments § Knowledge of common products and product types § Knowledge of sources of information about the industry§ Understanding of industry-specific resource and process documents§ Understanding of industry standard processes and methodologies§ Understanding of the industry regulatory environment

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8.3.3 Organization Knowledge

§ .1 Purpose§ Business analysis is significantly assisted by an understanding of

the organization for which it is being performed § .2 Definition§ Industry knowledge is the understanding of the competitive forces

that shape an industry. It requires that the business analyst understand:§ business architecture of the organization§ business models, organizational structure, relationships between

business units, and the persons who occupy key stakeholder positions§ informal lines of communication and authority§ internal politics§ competitive forces that shape an industry


8.3.3 Organization Knowledge (continued)

§ .3 Effectiveness Measures§ Measures of effective industry knowledge may include:§ Understanding of industry related material and keeps abreast of what is

taking place in the industry§ The ability to identify key trends shaping the industry§ Knowledge of major competitors and partners for the organization§ Knowledge of major customer segments§ Knowledge of common products and product types§ Knowledge of sources of information about the industry, including

relevant trade organizations or journals § Understanding of industry-specific resource and process documents§ Understanding of industry standard processes and methodologies§ Understanding of the industry regulatory environment


8.3.4 Solution Knowledge

§ .1 Purpose§ BAs can use their understanding of existing solutions in order to

identify the most effective means of implementing a change § .2 Definition§ Projects often involve enhancing existing or purchasing a new

solution, rather than developing entirely new custom solutions§ Implementation method chosen can make a difference in time and

effort required§ A BA familiar with a solution may more easily identify and

recommend optimal changes§ Familiarity with the range of commercially available solutions or

suppliers can assist with the identification of possible alternatives

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8.3.4 Solution Knowledge (continued)

§ .3 Effectiveness Measures§ Reduced time or cost to implement a change§ Shortened time on requirements analysis and/or solution design§ Understanding when a larger change is justified based on business

benefit§ Understanding how capabilities present, but not currently used, in a

solution can be deployed to provide business value


8.4 Communication Skills

§ Oral Communications§ Teaching§ Written Communications§ Solution Knowledge


8.4.1 Oral Communications

§ .1 Purpose§ Oral communication skills enable business analysts to effectively

express ideas in ways that are appropriate to the target audience § .2 Definition§ Skills to verbally express ideas, information, or other matters § A rich channel that allows for the efficient transfer of information,

including emotional and other non-verbal cues § Both the ability to be understood and the active listening skills that

ensure that the statements of others are accurately understood § Understanding of tone and its influence on the listener § Most effective in the short term

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8.4.1 Oral Communications (continued)

§ .3 Effectiveness Measures§ Effective paraphrasing § Effectively facilitating sessions § Developing and delivering powerful presentations§ Communicate criticality or urgency in a calm, rational manner with

proposed solutions


8.4.2 Teaching

§ .1 Purpose§ Teaching skills are required to ensure that business analysts can

effectively communicate issues and requirements and to ensure that the information communicated is understood and retained

§ .2 Definition§ Requires understanding how people learn and the ability to use this

understanding to effectively facilitate the learning experience.§ BA often required to educate implementation SMEs about context of

solution§ Learning styles include visual, auditory, and kinesthetic § BA may teach analysis techniques to stakeholders


8.4.2 Teaching (continued)

§ .1 Effectiveness Measures§ Verifying that learners have acquired the information imparted§ Ability of learners to use new skills or demonstrate new knowledge

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8.4.3 Written Communications

§ .1 Purpose§ Written communication skills are necessary for BAs to document

elicitation results, requirements, and other information§ .2 Definition§ Ability to write effectively for various contexts and audiences§ Required when information will be used at a time or place remote

from the time and place it was created§ Requires that BA has a broad vocabulary, strong grasp of grammar

and style, and an understanding of which idioms and terms will be readily understood by the audience

§ Frequently challenging to ensure that the written text is correctly understood


8.4.3 Written Communications (continued)

§ .3 Effectiveness Measures§ Ability to adjust writing for the the audience § Proper use of grammar and style § Appropriate choice of words § Ability of the reader to paraphrase and describe the content of the

written communication


8.5 Interaction Skills

§ Facilitation and Negotiation§ Leadership and Influencing§ Teamwork

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8.5.1 Facilitation and Negotiation

§ .1 Purpose§ BAs facilitate interactions between stakeholders in order to help

them resolve disagreements regarding the priority and nature of requirements


8.5.1 Facilitation and Negotiation (continued)

§ .2 Definition§ Moderate discussions§ Enable participants to effectively articulate their views§ Ensure that participants are able to recognize and appreciate

differing viewpoints§ Support negotiation between parties on how best to resolve

differences§ Identify underlying interests of parties, distinguish those interests

from their stated positions, and help parties identify solutions that satisfy those underlying interests



§ .3 Effectiveness Measures§ Ensuring that participants in a discussion correctly understand one

another’s positions§ Use of meeting management skills and tools§ Preventing discussions from being sidetracked§ Identifying common areas of agreement§ Effective use of negotiation styles

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§ .3 Effectiveness Measures (continued)§ Ability to identify important issues§ Understanding and considering all parties’ interests, motivations and

objectives§ Encouraging stakeholders to reach win/win outcomes§ Understanding of political implications in conflicts and negotiates in

a politically sensitive manner§ Understanding the impact of time and timing on negotiations


8.5.2 Leadership and Influence

§ .1 Purpose§ BAs need effectiveness in formal and informal leadership roles, in

order to guide others investigating requirements and to help encourage stakeholder support for a necessary change

§ .2 Definition§ BA in key leadership role whether or not there are people formally

reporting to her§ Motivating people to work together to achieve shared goals and

objectives§ Understand needs and capabilities of each team member and

stakeholder and how those can be channeled to reach objectives§ Develop vision of future state


8.5.2 Leadership and Influence (continued)

§ .3 Effectiveness Measures§ Reduced resistance to necessary changes§ Team members and stakeholders demonstrating a willingness to set

aside personal objectives when necessary§ Articulation of a clear and inspiring vision of a desired future state

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8.5.3 Teamwork

§ .1 Purpose§ Business analysts must be able to work closely with other team

members to effectively support their work so that solutions can be effectively implemented

§ .2 Definition§ Relationships within team impact project or organization success§ Teams progress through lifecycle stages§ Recognizing stage of team’s progress can lower stress by allowing

members to recognize behaviors as normal and expected§ Communications and trust can be enhanced through understanding

and awareness of setting of rules for the team, decision-making transparency, and role definition


8.5.3 Teamwork (continued)

§ .2 Definition (continued)§ Team conflict is common and can benefit the team§ Conflicts are emotional or cognitive, or both§ Emotional conflict stems from personal interactions§ Cognitive conflicts involve matters that impact the project or

organization§ Resolution of cognitive conflict requires team examine premises,

assumptions, observations and expectations of team members§ Resolution of cognitive conflict can strengthen the analysis and

solution§ Conflicts can include both emotional and cognitive elements


8.5.3 Teamwork (continued)

§ .3 Effectiveness Measures§ Fostering a collaborative working environment§ Effective resolution of conflict§ Developing trust among team members§ Support among the team for shared high standards of achievement§ Team members have a share ownership of team goals

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8.6 Software Applications

§ General-Purpose Applications§ Specialized Applications


8.6.1 General-Purpose Applications

§ .1 Purpose§ Business analysts use office productivity applications to document

and track requirements § .2 Definition§ Generally consist of word processing, spreadsheets, and

presentation software§ Documents produced by these tools are the primary way in which

information is stored and distributed in many organizations§ BAs need to be proficient with their use even where more

specialized tools are available§ General-Purpose applications are low-cost or even free § Almost every stakeholder will have access to them


8.6.1 General-Purpose Applications (continued)

§ .2 Definition (continued)§ Word processors are commonly used§ They allow a great deal of control over formatting and presentation § Standard requirements documentation templates are widely

available§ Most word processing tools have a limited capability to track

changes and record comments§ Not designed for collaborative authoring

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§ .2 Definition (continued)§ Spreadsheets often used to maintain lists (e.g., atomic

requirements, features, actions, issues, or defects)§ Spreadsheets are good for the capture and rudimentary algorithmic

manipulation of numeric data§ Can be used to support decision analysis§ Effective at summarizing complex scenarios§ Spreadsheets support limited change tracking§ Can be shared among multiple users



§ .2 Definition (continued)§ Presentation software is commonly used to support training or to

introduce topics for discussion among stakeholders§ Can be used in a limited way to capture requirements or simulate a

low-fidelity prototype§ Primary purpose of presentation software is to support the

structuring and delivery of verbal information



§ .2 Definition (continued)§ Collaboration and knowledge management tools are used to

support the capturing and sharing of knowledge§ Enable documents to be made available to entire team and facilitate

collaboration§ Enable multiple users to work on a document simultaneously§ Support commenting on or discussion about documents or content§ May take the form of document repositories, wikis, discussion

forums, or other web-based tools§ Vary widely in cost

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§ .2 Definition (continued)§ Communication tools, (e.g., email and instant messaging), are used

to communicate with stakeholders who are:§ remotely located§ cannot respond to queries immediately§ need a longer-term record of a discussion

§ Available and easy to use§ Not effective for long-term storage§ Facilitate communication over time or distance



§ .3 Effectiveness Measures§ Ability to apply an understanding of one tool to other similar tools§ Able to identify major tools and describe how they are used§ Understands and able to use most of the major features of the tool§ Able to use the tools to complete requirements-related activities

more rapidly than is possible without them§ Able to track changes to the requirements made through the tools


8.6.2 Specialized Applications

§ .1 Purpose§ Business analysts use modeling tools to support the development of

formal models, and in some cases, validation and implementation § .2 Definition§ Diagramming tools are designed to support the rapid drawing and

documentation of a model§ Provide a set of templates for a particular notation§ Generally do not enforce or verify compliance with the notation

standard, or do so in a limited fashion§ Generally low-cost and easy to use§ Resulting diagrams can be integrated into a word processing

document.

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8.6.2 Specialized Applications (continued)

§ .2 Definition (continued)§ Modeling tools facilitate the conversion of the model into an

executable form§ Use a proprietary engine for executing the model or generate

application code§ Will verify compliance with the notation§ May support the creation of executable models, such as business

process and business rules management systems§ Medium to high cost§ Often require specialized training to use



§ .2 Definition (continued)§ Requirements management tools support:

§ change control§ traceability§ configuration management

§ May link requirements to software code§ Ensure that a reason is recorded for changes§ Identify impacts from changes§ Medium to high-cost§ May require specialist training§ Commonly used by large and/or dispersed teams



§ .3 Effectiveness Measures§ Ability to apply an understanding of one tool to other similar tools § Able to identify major tools and describe how they are used § Understands and is able to use major features of the tool § Able to use the tools to complete requirements-related activities

more rapidly than without them§ Able to track changes to the requirements made through the tools

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Hands-On Exercise

§ Research 5 competencies you have not used and explain how you could use in the future.

§ Review and Rate.

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