Professional Development

One of the first jobs I had was in an insurance broker’s office.  This was back in the day when (believe it or not) people used to buy home and motor insurance face-to-face or over the phone from a local broker.  I sat in front of a monochrome ‘green-screen’ monitor in an office full of folders, secure filing cabinets and a lot of physical paperwork.  Many of the “information systems” we used were entirely manual, including a ‘date file’ that was nothing more complex than an expanding folder with 31 pockets.  If you wanted to remind yourself to review a particular item on the 28th, you’d put it in the pocket marked ‘28’…

A lot of my work was administrative and customer facing.  It was a small office, and work was triggered by information or requests arriving. When I started work, we didn’t have e-mail, so the primary ways that information got in or out of the office were by:

• Post (delivered daily, batched and sent daily)
• Fax
• Phone call
• Face-to-face
• Occasional courier/urgent document delivery

Since many of the processes were manual, work was very tangible and visible.  Motor policies were applied for via a ‘Proposal Form’, at which point a handwritten ‘Cover Note’ was written. The proposal form was then sent to the insurance company by post. They then sent a ‘Certificate’ back a few days later.  I am aware of how frighteningly archaic this all sounds, but it really wasn’t that long ago…

This tangibility somehow meant that there was an inherent hierarchy of attention.  Let’s imagine it was first thing in the morning and I’ve sorted the post and I’m working through it (based on the urgency of the items).  The phone rings, I’ll pick that up because it requires an urgent response, it’s synchronous and somebody is there waiting for attention.  If somebody walks in, I certainly won’t hang up the phone, but I’d gesture to the person to take a seat so they know I’ll be with them as soon as I can.  If a fax came, or if a second bundle of mail arrived whilst I was on the phone or speaking face-to-face with someone, so what? It’s asynchronous, it can (probably) wait.  I certainly wouldn’t let a newly-arrived fax or letter interrupt a face-to-face conversation with a customer (unless there was a very, very good reason to do so).

Technology and Intangibility Disrupts the Perceived Hierarchy

Working on projects can be challenging at times. It can feel like we are spinning a number of plates, desperately trying to keep them from falling to the ground. Add in human factors, power and politics and it is more like spinning plates in a storm (in the dark), with different stakeholders having different views over which plate is most important. This dynamic is one of the things that makes the role so interesting and varied.

 

In this challenging landscape, part of our time is spent planning and monitoring the analysis work. If you are a Principal or Lead BA this may involve leading and managing the work of others, else it may involve planning and structuring the crucial day-to-day work that we do individually. It is easy to overlook this part of the job as it is something we probably do without thinking, yet it is a crucial enabler for the efficiency and effectiveness of our work. When things get busy, it can become tempting to stop planning and monitoring—there may be a pressure to “just get going”. There can be an unstated pressure for us to spin our plates without considering how many we are tending to (and how long we’ll be spinning them).

 

This can lead to a significant danger. Without an appropriate plan, we can get caught in a never-ending loop. It is easy to end up over-committed, as it is so temptingly easy to take on just another ‘small task’. But each task takes time, and before long we find ourselves flip-flopping between activities with an uncomfortable sense that things aren’t quite under control. The more tasks we take on, the more this insidiously uncomfortable feeling grows—we’re worried that we’re going to drop a plate without even knowing it! Perhaps you recognise this feeling?  I know I do!

 

The Illusion of Progress

Organisations that initiate projects generally do so to embed some kind of favourable change into their operation. The types of outcome and benefits desired will vary depending on the organisation’s situation and strategy, but might involve increasing revenue, reducing costs, achieving regulatory compliance, improving customer service or any other combination of goals. Let’s imagine that a financial services organisation decides to streamline its ‘customer sign-up/on-boarding’ process. Possible benefits might include providing enhanced customer service (leading to an increase in sales) and lower processing costs (leading to higher profits). There are likely to be many different ways of achieving these outcomes—and those options are likely to be examined in some form of business case. For small projects this might be a very lightweight document, with larger projects and programmes needing a more thorough and formal document. Either way, the relative pros/cons of various approaches will be considered—including the tangible and intangible costs/benefits, and also the risks.

 

The business case is often the gateway to getting a project off the ground. In many organisations it is like a key to the cheque-book—until the business case has been signed off work cannot start with any vigour. This leads to a useful focus on a business case early in the project lifecycle—which is a good thing of course—but once the cheques have been written, interest can start to evaporate very quickly. There is a danger that the business case will fester away, collecting dust in a document repository rather than being seen as a ‘living document’ that is central to the project and change initiative. This can lead to some very unfortunate outcomes.

 

A business case shouldn’t be “one and done”