Connecting the Dots: Applying Systems Thinking for Holistic Business Analysis (Part 1)

Even the most thorough requirements gathering can fall short if key dependencies and risks are overlooked. Discover how systems thinking can help you avoid project pitfalls and ensure success.

Disclaimer: The views and opinions expressed in this article are those of the author and may not reflect the perspectives of IIBA. 

John, a senior business analyst, stared in dismay at his email. 

The implementation of the new Customer Relationship Management (CRM) system, a project for which he had spent months gathering requirements, was an utter failure. His inbox was flooded with angry complaints from sales reps, finance, and operations teams about lost data and broken processes.

How did this happen? 

John had conducted thorough elicitation sessions, documented detailed specifications, and validated his understanding with stakeholders. However, he had failed to analyze the upstream and downstream impacts of the CRM implementation. By focusing too narrowly on the functional requirements of the CRM system, John had missed key dependencies, interconnected organizational elements, and risks that ultimately derailed the project. 

As a business analysis professional, how can you avoid falling into the same trap as John? The answer may lie in embracing the principle of systems thinking—a critical yet often overlooked competency for every business analysis professional.