Customers: Really Important aspect of business?

customer-importantI have seen many people talking about customer and customer-relationship management. They all think customer as a supreme power and believe them as the most important aspect of the business. I have seen many managers talking about customer needs and asking the team to mould according to the needs and demands of the customers. Many workshops are regularly being conducted so that the team can better understand their customer and the gap can be mitigated. Leaders and Managers talk about knowing customer, marking the availability as per the customer demands and they strive hard for the CSS (customer satisfaction survey) rating to be always high. I believe many managers think that CSS is the only way to mark the satisfaction of the customers.customer-important1

But above all this I have a separate thinking about customers. In my career so far, I am blessed to work with many customers and all with different needs and demands. I worked for telecom industry and IT industry but believe me I have noticed whatever be the industry, the customers are always same. They always think themselves superior and care least about the vendors. I have been quite rebellious in my career and thus always have hot discussions with customer manager which sometimes harmed me but believe me most of the time I succeeded in convincing my manager that customer is not always right.

Before moving further, I would like to throw some light on the meaning of the word customer.

Customer: Someone who pays for goods or services [Courtsey: WordWeb Pro] Continue reading

BA: Do you really understand the business need?

BA: Do you really understand the business need?

business-needI think this time the topic is quite rude and primitive. The aspiring BAs may feel it more hurting if someone asks them if they understand the business need, business case or some other heavy term related to business. But I believe this is very basic and fundamental question to all BAs as if they don’t understand the need of the business, they will not be in the position to analyze it.

We always talk about requirements and their management, stakeholders and their views but very few people I have seen talking about business need. For me the bigger question is “do I understand the purpose of the project to which I am involved”. If the answer to this is no, then there is certainly a gap between the team working and team manager. The business need is required as it helps to determine the use of the project. It will have a emotional attachment with the team and in turn team will perform better. Continue reading

BRD: Really a Need or Time-Crusher?

BRD: Really a Need or time-crusher?

BRD-timecrush1BRD-timecrush2As a BA the one thing which strikes in our mind is to design a high a quality BRD (Business Requirement Document). In my last post I have written an overview of BRD which includes the features of a good quality BRD. Few days back I was attending a webinar on the same topic in which the presenter was discussing all the details. It was really interesting to know that BAs devote most of their times in designing an easy to understand document which contains business requirements. A BA first discusses the details with different stakeholders do the brain storming and then designs a document using all his writing skills to make it as simple as possible so that the others can understand the requirement and the project can run smoothly…. Oh God how much intelligence required in that!

But this all gave me a thought that after designing a document of 100+ pages with all the efforts to include the business requirements will the document find the intended audience? Will that document find space in the INBOX, which is usually flooded with other mails (in a survey it was found that the business decision makers usually get 85+ mails per day), of the stakeholders and will all of them spare their time in reading those 100+ pages? I think NO. So if the answer to this is no, then why BAs are devoting their time in designing BRDs. Documenting a requirement sheet will require tremendous efforts in organizing, double-checking, typing, copying, pasting etc which will turn out as 85% of clerical job and in turn it will reduce the strategic competence of a BA. Thus it can be accepted that a BA who is sparing 85% of his energy in doing clerical job can’t make impact on the organization with his strategic skills. Continue reading

Work: Are you engaged?

Work: Are you engaged?

Are you working with a project? But are you engaged to it? Bemused :) Engaged at work

Working with a project doesn’t mean you are engaged to it. Engagement is most important quotient while working with a project. Just working with any project doesn’t have any significance till you add value to your work. Getting engaged with a project can be demonstrated by many ways like, consistently doing good work, being positive in the work, being dependable and promoting your work professionally.

Most industries are continuously working to develop these engagement qualities among their employees. They focus on making their employees professional so that they can be dependable and less supervised.

As they say, “An amateur works under supervision; professional works unsupervised.”

Numbers of training are being conducted as a routine to develop professional qualities in the employees. It is believed that there are 3 kind of employees, one who do whatever given to them, second who believe in consistent changes in the routine if feel undeveloped and third leave what given to them and remain dormant. The professionals fall in the second category and industries focus on that category the most. Continue reading