12 IMPROVING BA SERVICE QUALITY
INTRODUCTION
Delivering a high-quality BA Service for customers, and committing to continually strive for service improvement, should be high on the agenda for any BA leader. Quality must be considered in all aspects of the BA Service, from the delivery of the business analysis portfolio of services to the day-to-day management of the service. Figure 12.1 shows how different aspects of quality contribute to a high-quality service.
Figure 12.1 The journey towards service quality
This chapter discusses some key aspects of service quality in relation to business analysis. These are:
• a quality-focused culture;
•
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