The Danger of “Partial” Feedback

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One of the challenges we face when looking to build organisations that can remain viable in an ever-changing environment is the need for organisations to ‘appreciate’ (look for) and respond to feedback.  The term ‘feedback’ is broad, and in practice it can take a whole variety of forms.  We might immediately think of compliments or complaints as sources of feedback, and whilst this is true, there are many other sources beside.  Some might be quantitative feedback signals and trends (“Product X has experienced a sustained drop in demand”) others might be qualitative (“Look at all these suggestions from customers that are in our mailbox!”).  The challenge for organisations is knowing which areas to focus on—which elements of feedback to action, and which to disregard.  A bigger challenge is to come up with a hypothesis as to why the trend has occurred and what needs to be done.    Traversing this tricky road requires ongoing strategic business analysis, establishing what is happening in the external environment, and aligning potential opportunities against existing strategy (or in some cases considering a change of direction).

 

Partial Feedback: A Restaurant in Toronto

When it comes to analysing feedback—whether qualitative or quantitative—one particular challenge that should be kept in mind is the fact that partial feedback can be very misleading and can lead to costly mistakes.  I was reminded of this recently when eating in a restaurant in Toronto, Canada (a very vibrant city that I hope to visit again soon!).  One thing that varies a lot by culture and nation is the approach to tipping in restaurants.  In the UK, tipping is normally considered optional, with 10% being usual for satisfactory service.  I gather in the USA it is much higher, and in Canada I am told 15% – 20% is customary (although different people appear to have different views!).

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Announcement: BA Conference Europe 2018 — See You There?

As many of you know, I enthusiastically believe in the value that good quality Business Analysis can bring, and I love speaking, writing and presenting on this and many other topics! In a break from my normal ‘blog’ style, I have a very quick update for you.

I’m really excited to announce I’ll be speaking at the BA Conference Europe 2018. Firstly, I will be presenting a workshop entitled Pre-Project Problem Analysis: Techniques for Early BA Engagement.  Later in the conference I will present a session entitled And Then The Magic Happens: What BAs can Learn from the World of Magic

Attending the conference is always one of the highlights of my year, as it provides a real melting pot of ideas. It’s a great place to meet other BAs and exchange knowledge. There are fantastic presentations from real-world practitioners, and there’s also the opportunity to relax and chat over a beer (or two) after the conference has closed. If you haven’t been before, I’d highly recommend taking a look.

Adrian speaking

The conference is being held in London, from 24 – 26 September. You can find full details of the conference here:

https://irmuk.co.uk/events/business-analysis-conference-europe/

And if you’re on Twitter, you can keep tabs on the preparations for the conference (and the conference itself) using the #BA2018 hashtag.

I hope to see you there…

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Adrian Reed
Principal Consultant
Blackmetric Business Solutions


PS — if you can’t make it to London, I’m equally excited to say that I’ll also be presenting at the Building Business Capability conference in San Antonio, Texas, USA in November, where I’ll present the following sessions:

I hope to see you there too!