Delivering Business Analysis

11 FOSTERING A BA SERVICE CULTURE

INTRODUCTION

Organisational culture may be defined as:

the unwritten shared values and beliefs that drive the strategy of an organisation and influence the behaviours of its members.

Given that a ‘service’ is concerned with applying skills in order to offer benefit to customers, a service culture is present when the staff of an organisation share customer service values, contribute to the development of a service focus and are motivated to deliver an excellent service to customers.

Having awareness of cultural differences, and their impact, is essential for anyone whose work requires them to engage with stakeholders and understand stakeholder perspectives and requirements. Therefore, understanding the origins ...