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Enhanced Performance. Enduring Results.1

Rich Larson, PMP, CBAP, PMI-PBAFounder and Co-PrincipalWatermark Learning

@Rich_Larson

bapmtraining

Enhanced Performance. Enduring Results.©

Offering practical, industry-standard services to support:

Training, coaching, and customization services Certification preparation Masters Certificates from Auburn University


Describe the importance of Needs in any business analysis effort.

List which techniques apply best to certain situations.

Be in position to use any of the techniques to uncover and understand business needs.

After this presentation you will be able to:


Esteem

Love

Safety Needs

Physical Needs

Maslow’s Hierarchy of Needs

Self-Actualization


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9

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Needs ≠ RequiRements


11

Solution(s)

Designs

Need

Requirements

Solution Component(s)


12

NEEDS: “A problem or

opportunity to be addressed.”

BABOK 3


Technique Use1. SARIE Focuses on the problem

2. Consultative Questioning Essential with the other techniques

3. Five-whys Mindset to get to root cause

4. Fishbone/Mind Map Brainstorming tools to find root cause(s)

5. Interrelationship Diagram

Complex causes and interacting factors


Current State

Future State

SolutionDelivery


Example Situation Statement:

Example Analysis Findings:

The costs for shipping products to foreign countries has increased substantially for 3 consecutive quarters. Given our company provides free shipping on all orders, profits have decreased by 20% for overseas orders.

a) Shipping rates previously averaged $50 per package and our two major carriers have increased their cost to an average of $60 per package.

b) Overseas orders account for 32% of all product shipments, totaling $250M in sales.

c) Based on average orders, shipping costs will increase by $5M.


Problem S A Needs


Read this scenario; write down who this is

The new chief executive, one of the youngest in the nation’s history, is being sworn in on a bleak, cold, cloudy day in January. Standing beside him is his predecessor, a military leader who had led the nation through a world war.

The new chief executive was raised as a Catholic and rose to his new position in part because of his vibrant charisma. He is revered by the people and will play a crucial role in a military crisis that his nation will face. His name will become legendary.


“The important thing is not to stop questioning. Curiosity has its own reason for existing.”

Albert Einstein

• Consultative Questioning is the art and science of questioning that: Professional, respectful, and collaborative Builds credibility, trust, and buy-in Uses good listening skills Determines needs and expectations Leads to good advice, recommendations,

and alternatives for clients.


• Increase Buy-In. Consultative questioning helps discover _________ what the client’s needs and wants are.

• Avoid leading questions. Questions must be ____________ for clients to open up and share their needs.

Adapted from Ziglar, Ziglar on Selling: The Ultimate Handbook for the Complete Sales Professional

together

motivating


Top Leading Questions to Avoid:

• “Don’t you think that _________”

• “Why don’t you _________”

• “Isn’t it better to _________”

• “Wouldn’t you like to _________”

• “Have you ever thought about a _________”


• Listen Actively…to understand answers. Helpful phrases: Tell me more about… Let me see if I can summarize… What I heard you say is… Let me see if I understand… Could you elaborate on… How do you feel/what do you think about…

• Watch Non-Verbals… only ____ of feelings about communication is verbal. More than half is visual.

7%


• Non-Verbal Exercise:

“I never said you stole the money”


Ask “Why” up to 5 times to get to the root cause of a problem

Each Why refines understanding of the problem and potential cause

5 Whys is incorporated into many analysis tools.

Why?

Why?

Why?

Why?

Why?

PROBLEM


• Simple and easy to use• Quick tool to use• Can be used in everyday

dialog• May identify the root

cause of a problem• Determine the

relationship between different root causes of a problem

Benefits Pitfalls

• May need to combine with other tools

• May bring you down the wrong path

• Will not lead to the root cause if it is unknown

• Inability to distinguish between causal factors and root causes


7%

“Help me understand _________”

“What causes _________?”

“What is the business need for _________?”

“What are you trying to accomplish with ____?”

“What business problem are we trying to solve?”


Snapshot of what is going on today Use it along with Five “Whys” to help get to

the root cause The focus is on causes, not symptoms The diagram will expose areas where we lack

knowledge and/or data


Cause A Cause B Cause C

Cause D Cause E

Effect

Common Categories Used on Fishbone Diagrams

Service EnvironmentPolicy

Process/ProcedurePlace

Patron/CustomerSystems

Production EnvironmentMachinesMethodsMaterials

MeasurementsPeople


Medical Records Transfer Too Slow

Machines

Faxing is slow

Delays waiting for machines

Systems

Limited automation

HIPPA compliance

ProcessInefficient

transfer process

Paper records

People

Inadequate information

sharing


Problem

Cause 1Cause 4

Sub-Cause 1.1

Cause 2

Sub-Cause 1.2

Sub-Cause 4.1

Sub-Cause 4.2

Sub-Cause 4.3

Cause 3

Sub-Topic 4.3.1

Sub-Topic 4.3.2

Sub-Cause...


Customer reports are not getting out

on time

Shortageof staff

Scheduling

Low Wages

Operatingsystem

Not enoughpaper

DB extractdelays


Shortageof staff

Scheduling

Low Wages

Operatingsystem

Not enoughpaper

DB extractdelays


on time


1,3Shortageof staff

2, 2Scheduling

0,2Low Wages

0, 2Operating

system

3, 1Not enough

paper

4, 0DB extract

delays


on time

Shortageof staff

Scheduling

Low Wages

Operatingsystem

Not enoughpaper

DB extractdelays

Incoming Causes

Outgoing Effects


Use:

Technique:

Understand the problem/opportunity

Uncover root causes

Complex causes and interacting

factors

SARIE X

Consultative Questioning

X X

Five Whys X

Fishbone/Mind Map

X

Interrelationship Diagram

X


Curious about On-Site Delivery?• We can tailor and personalize courses

to meet your needs• Delivered either on-site or virtually

(live online)

Free Resources to Continue your Learning:

• Articles• Webinars On-Demand• Templates• Bibliographies• Linked-In, Facebook, and Twitter Groups

@watermarklearn

Recommended Courses & Resources for a Deeper Dive• Consulting Skills to Solve

Business Problems

• Bulletproof Business Cases

For more information please contact: [email protected]

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Zig Ziglar, Ziglar on Selling: The Ultimate Handbook for the Complete Sales Professional

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