Business Analysts as Leaders & Champions of Change Presented by Tom Ryder November 22, 2013

1. Business Analysts as Leaders &Champions of ChangePresented by Tom RyderNovember 22, 2013

2. About me Today’s Discussion

3. About me Background on UPS Today’s Discussion

4. About me Background on UPS Transformation and change at UPS How Business Analysis became a profession and Business Analysts became an integral and valuable contributor to the business Today’s Discussion

5. About me Background on UPS Transformation and change at UPS How Business Analysis became a profession and Business Analysts an integral and valuable contributor to the business Great for you and UPS, what about me? Today’s Discussion

6. About me Background on UPS Transformation and change at UPS How Business Analysis became a profession and Business Analysts an integral and valuable contributor to the business Great for you and UPS, what about me? Today’s Discussion

7. At UPS 20 years – 15 of which have been in a business analysis role B.S. Finance St. John’s University M.S. Management Information Systems, New Jersey Institute of Technology Assignment in 2009 on the UPS Application Life Cycle (ALM) transformation UPS Business Analysis Competency & Training Program Establish UPS Enterprise Business Analysis Practice UPS Business Analysis Practice Lead December 2009 – July 2012 Business Analysis Manager July 2012 – present Contributed to the first IIBA Business Analyst Competency Model Participated in IIBA webinar panel discussions Participant at Business Analyst Conferences About Me

8. UPS is the world’s largest package delivery company Founded ? $55 billion corporation 397,100 Employees Serves more than 220 countries -- 8.8 million daily customers Unmatched customer service Moves more than 16.3 million packages a day 39.5 million daily tracking requests Reaches every address in North America and Europe Leading global logistics provider Ranked 8th overall of the Information Week 500 ranking of the most innovative U.S. users of business technology in 2012 UPS at a Glance

9. UPS is the world’s largest package delivery company Founded 1907 $55 billion corporation 397,100 Employees Serves more than 220 countries -- 8.8 million daily customers Unmatched customer service Moves more than 16.3 million packages a day 39.5 million daily tracking requests Reaches every address in North America and Europe Leading global logistics provider Ranked 8th overall of the Information Week 500 ranking of the most innovative U.S. users of business technology in 2012 UPS at a Glance

10. Over a Century of Innovation

11. Over a Century of Innovation

12. UPS CIO, Dave Barnes, was awarded the Enterprise CIO Forum 2012 Transformational CIO Award which recognizes CIOs who recognize the strategic use of information technology. In 2009 an effort to improve our application lifecycle management was launched under the leadership of Dave Barnes, the CIO Goal: become a more efficient I.T. organization Add more value to the business Focus on process and people Business Analysts were recognized as crucial to the transforming the organization Improve the Business Analysts, improve the business Transformation and Change at UPS

13. Understand the business, business needs and business problems Problem solvers Make recommendations to improve business processes / software / organizational structure – help develop the solutions, innovate BAs to be change agents for the organization Lead change by challenging the business and showing them new possibilities Good BAs add value to both a project and an organization Common established expectations Accountability Standard skills To be valued by the organization: Skilled Business Analysts will be sought out by the organization to be part of a project team BAs who invest in themselves Culture of continuous self improvement Add value to the business What We Wanted from our Business Analysts

14. Understand the business, business needs and business problems Problem solvers Make recommendations to improve business processes / software / organizational structure – help develop the solutions, innovate BAs to be change agents for the organization Lead change by challenging the business and showing them new possibilities Good BAs add value to both a project and an organization Common established expectations Accountability Standard skills To be valued by the organization: Skilled Business Analysts will be sought out by the organization to be part of a project team BAs who invest in themselves Culture of continuous self improvement Add value to the business What We Wanted from our Business Analysts

15. Challenges: Change is hard Over 330 people identified as Business Analysts when we started No single understanding, approach or expectations for business analysts Parochial views to what BAs did and what was best approach Expectations of Business Analysts was not always high enough Who are the good BAs? “I'll know them when I see them.” Accountability was not always there Transformation and Change at UPS

16. Challenges: Change is hard = No pain, no gain: we recognized change would be hard We told everyone it would be, we were open and honest Over 330 people identified as Business Analysts when we started Now about 270 What happened? Raised the bar Clearly defined role communicated Professional development Accountability Expectations that BAs are problem solvers and there to help the business BAs empowered to ask why and challenge It’s the BA’s job to challenge the business to ensure the solution being developed meets their needs Transformation and Change at UPS

17. Business Analysis is viewed and respected as a profession Business Analysts s are an integral part of the business and I.T., bringing the two together Business Analysts are not only assigned to projects, they are sough out “We need a BA!” “Who is the BA on the project?” Stakeholders know what they are getting and what to expect Not note takers Problem solvers leading change Continuous professional development Results

18. What can you do as a Business Analyst to be a leader and a change agent? What can you do to add value to the business? What can you do to increase your value to the organization? What Can You Do?

19. What is a leader? Who do you think of an admire as a leader? What makes you think of them as a leader? What Is a Leader and Who Are They?

20. What is a leader? Who do you think of an admire as a leader? What makes you think of them as a leader? “Who are the good BAs?” What makes a good Business Analyst? What Is a Leader and Who Are They?

21. Leadership: “A process of social influence in which one person can enlist the aid and support of others I the accomplishment of a common task.” “The process by which a person influences othersto accomplish an objective.” Business Analysis: “Business Analysis is the practice of enabling change in an organizational context, by defining needs and recommending solutions that deliver value to stakeholders.” “The Business Analyst is an agent of change. Business Analysis is a disciplined approach for introducing and managing change to organizations.” Definitions

22. Set an example Know your stuff Build your skill foundation Analytic, communication and time management Continuous professional development Hone your skills, enhance your techniques Develop new skills Seek knowledge (webinars, IIBA, training) Stay current Learn from your mistakes Retrospective A person who doesn’t make mistakes is unlikely to make anything. Learn from others Who are the good business analysts? Talk to them What You Can Do

23. Know your environment Know your business What does your business do? What are the corporate goals and strategy to meet them? “Leadership is the capacity to translate vision into reality.” – Warren G. Bennis Understand the company’s financials Know your stakeholders Understand your audience Know your competition Who are they? How do they compete and match up? Understand the needs to the business and I.T.’s capabilities “As a rule, he (or she) who has the most information will have the greatest success.” – Benjamin Disraeli Challenge the business Explain you are challenging them to make sure the problem is fully understood, a solution developed that meets their needs and allows them to succeed. What You Can Do

24. Relationship Building Build good relationships Network Participate Communicate Ask questions Be an active listener People like to talk to someone who is a good listener Communicate your interest Do what you say you will do Be accessible Help others Be honest and open Full disclosure No one likes delivering bad news, but it must be done Maintain integrity Build your reputation What You Can Do

25. Understand change is inevitable Prepare for change Anticipate and look for change Understand and get ahead of the change to help control and influence “Don’t follow the puck, go to where the puck is going.” – Wayne Gretzky Be open Ask questions to understand Understand root cause to help with the change Participate What You Can Do

26. Understand change is inevitable Prepare for change Anticipate and look for change Understand and get ahead of the change to help control and influence “Don’t follow the puck, go to where the puck is going.” – Wayne Gretzky Be open Ask questions to understand Understand root cause to help with the change Participate Emphasize quality Ensure your work is the best it can be Ask for help (peer reviews, etc.). Ensure your work is useful to the stakeholders. Raise the bar on quality. “Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.” – Steve Jobs What You Can Do

27. It has to start with you. Ask yourself what you can do to be an influencer, to be a change agent, to be a leader so you can add value to your organization and by doing so increase your own value. Ask others what you can do. What You Can Do

28. It has to start with you. Ask yourself what you can do to be an influencer, to be a change agent, to be a leader so you can add value to your organization and by doing so increase your own value. Ask others what you can do. Develop a plan and hold yourself accountable. Write it down Ask what will it cost you if you don’t do this? What You Can Do

29. It has to start with you. Ask yourself what you can do to be an influencer, to be a change agent, to be a leader so you can add value to your organization and by doing so increase your own value. Ask others what you can do. Develop a plan and hold yourself accountable. Write it down Ask what will happen you if you don’t do this? Help others do the same. What You Can Do

30. It has to start with you. Ask yourself what you can do to be an influencer, to be a change agent, to be a leader so you can add value to your organization and by doing so increase your own value. Ask others what you can do. Develop a plan and hold yourself accountable. Write it down Ask what will happen if you don’t do this? Help others do the same. “A rising tide lifts all boats.” – John F. Kennedy What You Can Do

31. It has to start with you. Ask yourself what you can do to be an influencer, to be a change agent, to be a leader so you can add value to your organization and by doing so increase your own value. Ask others what you can do. Develop a plan and hold yourself accountable. Write it down Ask what will happen if you don’t do this? Help others do the same. “A rising tide lifts all boats.” – John F. Kennedy “Our horizon is as distant as our mind’s eye wishes it to be.” – James E. Casey What You Can Do

33. THANK YOU