The Business Context (K Level 4/5) Flashcards
Why is Business analysis Important
- Business environment is ever changing
- BA valuable role in business change
- BA co-creates value for organisation via offering a portfolio of services via BASF & ensure effective deployment of business change in line with organisational need and strategy
What benefits can business analysis offer organisations?
BA’s have a broad toolkit, can benefit organisations in many ways e.g. RCA - generate options that actually fix the problem, not the perceived problem
Stakeholder analysis - anyone that has an interest in the change in considered in their own merit, reduces friction and creates champions of change
Strategy alignment - ensuring tactical options will enable the organisation to deliver strategy
The services offered under the BA Service Framework allow organisations to generate better questions/options for problems/opportunities they face at all levels
Biz analysis is a broad role, what can be used to help define it
Business analysis service framework
Why is the BASF useful?
Portfolio of 6 core services offered by BAs - basis for defining business analysis and the role of BAs
Steps away from techniques to services (and value of services) so understood by BAs and customers alike
What does BASF move away from
Techniques
Focus is on services and the value of services so it is understood by BAs and customers alike
What is business analysis?
A specialist service that co-creates value for the organisation via BASF services
Internal consultants
What is the overall aim of Business Analysis?
To instigate change projects that will enable the organisation to execute strategy, achieve objectives & turn TOM into reality
What must all BASF services relate to
Organisational strategic context
What is a TOM
Target Operating Model
A blueprint that outlines how an organisation intends to operate in the future to achieve its strategic objectives
Why is TOM useful
provide a clear vision of how the organization will function in the future, It guides decision-making during business transformation or strategic planning initiatives.
POPIT and TOM
TOM should cover all elements in POPIT
e.g. the skills of people in target state / the leadership structure etc.
6 services of BASF
Situation investigation and problem analysis
Feasibility assessment and business case development
Business process improvement
Requirements definition
Business acceptance testing
Business change deployment
Situation investigation and problem analysis
- Value proposition
- Investigated, analysed & stated problem
- Clear, defined solution scope
Feasibility Assessment and Business Case Development
- Value proposition
- Relevant, feasible options
- Rigorous financial case
Business Process Improvement
- Value Proposition:
- Well-formed process models
- Efficient and effective holistic redesign
Requirements Definition
Value proposition
- Business-aligned requirements
- Relevant requirements documentation
Business Acceptance Testing
Value Proposition
Tested & accepted solutions
Business Change Deployment
Value Proposition:
Business ready environments
Value co-created (with recipients of changes)
Link between first 4 elements of BASF
- Situation investigation and problem analysis: problem/scope/root cause
- FA/ BCD: identification and assessment of options
- BPI: redesigned processes, gaps & changes required
4: RD: elicited/analayse/defined requirement
Gap analysis in Situation Investigation and Problem Analysis and Business Process Improvement.
SI&PA: gap analysis of entire biz system
e.g. inefficient of current customer service / insufficient product knowledge by employees
BPI: gap analysis of specific process
What is not explicitly mentioned in BASF but is important
Stakeholder engagement / collaboration / communication / management
Why is POPIT/holistic view important?
The biz system consists of 5 elements that need to work in tandem. Changing one has an impact on the others
Each aspect must be considered/analysed to uncover the full range of biz improvement opportunity
Whats important to note about Information & Technology aspect of POPIT
They’re separate elements
Information: capture/recording/reporting/distribution of information
Technology:
Software/hardware/infrastructure
People element - POPIT
Looks @ individuals within the organisation (leaders/managers/those who conduct work)
People element - POPIT considerations
Skills/knowledge/motivation/understanding & alignment with strategy
Organisation element - POPIT
Structure of organisation (roles/responsibilities)
Organisation element - POPIT considerations
leadership & management style/culture/structure (inc documentation)/ cross functional working/well defined roles and responsibilities
Process element - POPIT
business processes & tasks within the organisation
Process element - POPIT considerations
all internal processes and those that have external touch points e.g. customers/suppliers
Process documentation/efficiency/quality of outputs/meet SH expectation/big delays?
Information element - POPIT considerations
capture/storage/reporting of data
accuracy of data/existence of data/can decisions be made quickly off the data/right data?/data as an asset
Information element - POPIT
Information/data assets
Technology element - POPIT
hardware/software solutions to support the work of organisation
Technology element - POPIT considerations
does technology support the business as required / do they meet staff and customer neeed? alignment to: business processes/enable strategy/accessible/alignment to technical architecture/ f & nf
POPIT & Gap Analysis
POPIT structures gap analysis
It ensures all areas where change may be required are considered
- Exisitng situation (POPIT used to ensure all areas covered)
- Target situation (BAM)
- Gaps to be addressed
- Options to address (e.g. merge swimlanes in a process has organisational impact)
POPIT & Situation investigation
Holistic view of business situation
POPIT & Impact assessment
Understand the potential risks and impacts of proposed change
POPIT & Readiness assessment
Used to assess how prepared a business area is to accept a set of changes
Issues is the holistic view is not taken
all 5 elements need to work in tandem , proposals that do not consider all are likely to fail
e.g. a redesigned process is undermined by untrained staff
3 key competencies of a BA
- Personal qualities
- Business knowledge
- Professional techniques
What shaped individuals are BA’s
T - Shaped
Personal qualities & business knowledge make up the ‘breadth’
Professional techniques make up the ‘depth’
What is a T-Shaped professional
- Breath: multi disciplinary knowledge & skills
- Deep domain specific skills & knowledge
Examples of personal qualities
Communication/ Relationship building / Influencing/ Facilitation
Why is communication an important personal quality for BAs
Build rapport/listening/influencing/building empathy
Communication styles should be tailored to SH
Why is influencing an important personal quality for BAs
BAs may suggest options and recommend a course of action - if this is agains preconceived ideas about what is required, influencing is essential
Why is relationship building an important personal quality for BAs
BAs need to encourage people to share information and opinions - we’re internal consultants
Examples of business knowledge
Commercial awareness
Financial awareness
Domain/Sector knowledge
Digital Technology
Organisational structures
Why is commercial awareness important?
understanding of the sector/industry to ensure changes align with biz environment
E.g. market trends / competitor analysis (S/W)
Helps BA build credibility
Why is financial awareness important?
Finance = universal language of business. Basic understanding of balance sheets/cash flows valuable to help evaluate biz case options
Why is domain/sector knowledge important?
Understanding of the drivers, issues & pressures of the business domain
Helps with: what would/would not be acceptable
use domain terminology
apply best practice/ideas from organizations facing similar issues
Why is digital technology knowledge important?
Lots of change projects require development/procurement of software
Areas include: Trends e.g. AI
Pros and cons of COTS vs Bespoke
Example of BA professional techniques
- SH analysis & management
- RE
- Business/data modelling
- gap analysis
- PM (small projects)
- benefits management
Why is SH analysis & management an important professional technique for BAs?
Ability to identify/assess significance
Analyse perspectives
Deliver stakeholder management strategies
Why is business modelling an important professional technique for BAs?
visualisation of business systems
data model: information requirements
Why is gap analysis an important professional technique for BAs?
compare as is to be
compare current situation vs conceptual BAM
capability needs vs those in the organisation
BA’s have many competencies, what should a good BA do?
Fit the right skills to the right situation
Whilst not in a legal sense, business analysis is often referred to as ____?
A profession
Why could Business Analysis be regarded as a profession
- Professional bodies e.g. BCS which define technical standards, code of conduct, develop certification & have the power to remove membersho[
Qualifications that recognise knowlege and expertise of BAs (recognised by employers)
Standards applied to techniques/documentation e.g. UML
Recognition of continued professional development
Importance of code of conduct & professional standards
Code of conduct: provides a definite guide on how you should work/act when doing your job
Professional standards: consistency and uniformity / stakeholder confidence /
Techniques to analyse external environment
Porters 5 forces
PESTLE
Why is external environment analysis important?
The external environment presents opportunities & threats & imposes restrictions- successful organisations retain an awareness of the environment they operate in (awareness of threats and capitalise on opportunities to grow/innovate and gain competitive advantage)
Also ensures any action taken within the business is aligned so we we set ourselves up for succes and do no waste time/money/resources in tactics that may fail (could be using them to capitalise on opp)
What are the dangers of not completing external environment analysis?
- Missed opportunity: for growth/innovation
- Competitive disadvantage: without external analysis it’s likely we’ll fall behind competitors
- Blindsided to threats
- Increased risk: economic downturn/shift in consumer behaviour/regulatory changes
Example of what could happen if PESTLE not used
E.g. a smartphone organisation may overlook emerging technologies such as touch screen phones
Fall behind competitors who may introduce innovative products & gain competitive edge
Example of what could happen if 5 Forces not used
Airline company fail to analyse threat of new entrants
New entrant enters the market with innovative business model and causes the existing airline challenges (decrease profitability/challenges to maintain market share)
Porters 5 Forces
- External environment analysis technique
- Looks at competitive pressures
- analyse the relative positioning and power of an organisation within an industry/domain
What are the 5 competitive pressures in Porters 5 forces?
- Existing competitive rivalry
- Bargaining power of suppliers
- Bargaining power of buyers
- Threat of new entrants
- Threat of substitutes
Threat of New Entrants
Definition: The potential for new companies to enter an industry and compete with existing firms.
Considerations:
Barriers to Entry (e.g., economies of scale, high capital requirements).
Brand Loyalty and Customer Switching Costs.
Government Regulations.
Access to Distribution Channels.
Cost Advantages of Existing Players.
Bargaining Power of Buyers
Definition: The influence that customers have on the prices they pay and the terms of the transaction.
Considerations:
Volume of Purchase.
Standardization of Products.
Availability of Substitutes.
Cost of switching
Bargaining Power of Suppliers
Definition: The influence that suppliers have on the prices they charge and the terms of the transaction.
Considerations:
Power of suppliers
Strength of branded product (branded drink in mcdonalds vs salt sachet)
Concentration of Suppliers.
Differentiation of Inputs.
Switching Costs.
Threat of Substitute Products or Services
Definition: The presence of alternative products or services that can satisfy similar customer needs.
Considerations:
Availability of Substitutes.
Price of Substitutes.
Switching Costs for Buyers.
Perceived Level of Differentiation.
Trends in Consumer Preferences.
Intensity of Competitive Rivalry
Definition: The degree of competition among existing firms in an industry.
Considerations:
Barriers to entry/exit
Degree of differentiation
Volume of competition
Relative size & power of competition
How to use porters 5 forces
- Decide which industry/business domain the organisation operates in
- Examine 5 categories that impact the organisation (positive/negative which form opportunities and threats)
Overall objective of PESTLE technique
Identify factors in the external environment that could affect the organisation (O/T within SWOT)
PESTLE use internally
To analyse external factors to a department (internal to business)
How to use PESTLE?
- Consider elements in turn and document issues
- Evaluate issues - which are the ones most likely to affect the organisation
Result: a list of key external influences (possible gain from an opportunity or ensure threat is avoided)
Best practice: workshop format with a range of functions present who can provide specialist info e.g. legal
Whilst PESTLE identifies factors it does not ___
Decide what to do about them
6 PESTLE Elements
Political
Economic
Socio-cultural
Technological
Legal
Environmental
Political - PESTLE
Forces within international/national/local political environment
E.g. changes in government/development of bodies such as EU/growth of non-profits e.g. Greenpeace
Economic - PESTLE
Forces within international/national/local economic environemnt
interest rate/inflation/unemployment
Socio-cultural - PESTLE
Societal and cultural trends
E.g. demographic changes e.g. aging population/habit changes e.g. wfh /popularly held opinions
Technological - PESTLE
Technology trends / development of new technology (general or industry specific)
E.g. availability of new tech e.g. AI/5G or increased connectedness
Legal - PESTLE
Trends and expectations that have legal/regulatory impact
E.g. data protection law/H&S law/Employment law
Environmental - PESTLE
Natural environment trends & influences
E.g. resource scarcity/waste disposal/animal welfare/climate change
E.g. extreme weather patterns / Green certification expectations/ waste disposal etiquette (not legislation)
Internal analysis & SWOT
strong capabilities (S) and areas of weakness (W)
S&W within SWOT
Why is internal analysis important?
Analyse internal capabilities and clear assessment on our S/W. It enables more effect decisions making
Internal analysis techniques
VMOST
Resource Audit
VMOST
Vision
Mission
Objectives
Strategy
Tactics
Vision - VMOST
Long term aspirational target state
Mission - VMOST
What will the organisation do to achieve the vision
Objectives - VMOST
Specific objectiveS to achieve which will guide and measure progress against the vision and mission
SMART
Strategy - VMOST
Long term strategic themes to provide direction
Tactics - VMOST
Detailed short term plans/projects/actions that will deliver the strategy
VMOST Example
V: Become the go to local bakery for freshly baked goods
M: consistently deliver high-quality, freshly baked goods using the finest ingredients
O: Achieve a customer satisfaction rating of 95% or higher by X through consistently delivering top-notch, freshly baked products.
S:
Implement rigorous control measures (sourcing to product display)
Establish partnerships with schools/business in local community
T:
Employee training (ensure high standards)
Customer loyalty programme
How do you get S/W from VMOST - what questions to ask
Context: is VMOST achievable given internal resource/external constraints
Coherence: will achieving the tactics continue towards the strategy?
Commitment: are staff supportive of VMOST and work to deliver it?
Clarity: does it set out clear direction and plan?
Definition: is it defined - complete/consistent
VMOST uses
strategy analysis - demonstrates organisational strengths and exposes weakness
Aids short list of options - how well do they align with the defined way forward
Balanced score card - once VMOST defined, performance measures monitor progress
Resource audit
Clear assessment of resources and strengths (enabling business improvement) and weaknesses (that undermine it) (SWOT)
Resource audit - 5 elements
Physical (T)
Human (T)
Financial (T)
Know how
Reputation
Resource audit - Financial
Financial assets/cash flow/access to investment fund/credit and loan possibilities
Questions to ask: can we raise finance via borrowing
Resource audit - Know how
Presence or lack of:knowledge resources Patent/Copyright/IP/(indication of overall worth) Knowledge of supplier & customer preferences
Questions to ask: how strong/documented/reliant on key individuals/ is information used to inform decisions?
Resource audit - Reputation
Reputation of brand/as an employer/supplier/good will
Questions to ask: what is our rep? what feedback do we have? what do out customers and regulators say?
Resource audit - Human
Employees/leadership & management
Questions to ask: How motivated? are employees able to execute strategic objectives/how adaptable and skilled?
Resource audit - Physical
Land/building/equipment (owned/lease)
Questions to ask: resources fit for purpose? quality?
SWOT (2 step process)
- Formulate SWOT (S/W - VMOST/RA O/T - PESTLE/5 Forces)
- Evaluate the organisations business situation and identify potential future strategies
SWOT uses
- Strategic planning
- Informed decision making
- Risk management (e.g. reliant on a single supplier - development contingency plans)
Strength - SWOT
Internal positive capabilities of an organisation e.g. motivated staff/financial resources
Threats - SWOT
External factors that have the potential to harm the organisation e.g. economic difficulties which reduce market demand
Weaknesses - SWOT
Internal negative aspects that could diminish the chances of success e.g. out of date equipment/unskilled staff
Opportunities (SWOT)
External factors that present opportunities for success e.g. development of new technology
SWOT use in strategic planning
- Identify the new business improvements made possible by opportunities
E.g. increase demand in gluten free products - Identify the business issues that may arise from the threats.
E.g. Gov regulation on allergy production lines - Consider the actions required to grasp the opportunities and address the threats.
E.g. Opp: R&D into gluten free recipes
Threat: Conduct regulatory compliance assessment - Identify the areas of strength that will enable the organisation to carry out these actions.
E.g. Borrowing available to fund R&D - Identify the areas of weakness that could undermine any action taken.
E.g. Compliance team newly formed - Develop and evaluate strategic options for delivering success based on the previous steps
E.g. Conduct research into gluten free products
E.g. Expand/upskill compliance team
SWOT use in shortlisting options
What are the S&W of options and what O do they allow us to seize and what T they ward off
Why use performance measure tools?
To establish how an organisation is performing in its current state against objectives and strategy
Types of Performance measures
Critical success factors
Key performance indicators
Objectives (VMOST)
Critical success factors (CSF)
- Areas an organisation considers vital to its success
- Broad statement e.g. low cost/quality customer services
- Industry wide and organisation specific
Industry wide CSF
Performance areas all organisations within the sector have
E.g. hygiene for restaurants / safety for transport
They do not differentiate, they allow them to continue to operate
Organisation specific CSF
Performance areas that enable organisations to outperform competition - key differentiators
E.g. fast food: low cost
Luxury restaurant: bespoke dining
Key performance indicators
Related to CSF and define specific areas to be monitored
SMART (can be measured)
Defined for both types of CSF
E.g. CSF = Excellent customer service
KPI: Volume of complaints over x period
Performance measures & VMOST
- KPIs measure progress towards CSF
- CSF indicate progress towards objectives
- Performance measures measure progress towards V/M
- Performance measure measure the effectiveness of S/T
How to apply CSF?
Identify CSF through thorough analysis, considering factors needed to achieve objectives
E.g. Objective- 80% of customers rating us as ‘excellent’ in post journey survey
CSF - excellent customer service
KPI - 95% of customer complaints resolved within 24 hours by end of year / 100% customers offered complimentary soft drink on flights
How to apply KPIs?
Develop KPIs that directly measure the performance of identified CSFs.
Set specific and measurable targets for each KPI.
Regularly collect and analyse KPI data to assess progress.
Information sources: KPI & CSF
Internal sources such as performance reports & external sources (market research/customer surveys etc.)
E.g. Internal data reveals a decrease in customer satisfaction/ customer surveys indicate decline in customer satisfaction / external benchmarking - competitors have higher NPS. What are our complaint areas? Why do we receive highest number of calls?
Therefore, CSF/KPIs established - ensure links into objectives in VMOST
Use of CSF/KPIs
- Guides strategic and tactics and measures their effectiveness
Link between CSF/KPIs and other techniques
- VMOST: Objectives (alongside CSF & KPIs) are performance measures which collectively measure the progress towards V/M
- Balanced scorecard alignment
- SWOT: CSFs may be derived from strengths and opportunities
Uses of Balanced Scorecard
Provides a comprehensive view of organisational performance& assesses the breadth and balance of performance measures
Link between BSC, CSFs & KPIs & VMOST
Once VM defined, BSC can help ensure a holistic view when it comes to performance & performance measures are not just financial
BSC ensures all performance measures are balanced
Link between BSC and SWOT
BCS is an internal analysis technique and assesses whether performance measures are a source of S/W
4 elements of BCS
Financial
Internal Business Processes
Learning & Growth
Customer
What links all BSC elements
Vision & Strategy
Financial - BSC element
Financial performance measures e.g. share price/profitability
Internal business process - BSC element
Process performance measures e.g. error/defect rate / lead time
Learning and growth (innovation) - BSC element
Investment in future learning and growth e.g. development of new products/employee skill development, continual improvement
Customer - BSC element
Customer measures e.g. complains, loyalty, reviews
Alignment stage of business change lifecycle
Ensuring the organisation’s objectives and strategy are aligned with EE and any changes are considered and accommodated. Also, Ensuring any proposed biz change initiatives align with:
- external environment (identified via PESTLE & 5 Forces)
- business strategy (will it help us achieve strategy?)
- enterprise architecture
Definition stage of business change lifecycle
- Investigate business situation & uncover root causes (POPIT)
- assemble representations of the existing and target situation
- compare and identity gaps (POPIT to look at all possible gaps)
- consider actions to address
- recommend relevant and feasible changes
- define requirements
- deliverables: biz case/feasibility study
Why is it important to always start with an investigation of the business situation / RCA
- Rare the entire/actual problem has been identifed
- Even rarer for the proposed solution will address all of the issues
E.g. Problem: Our production line is not producing quality products
Proposed solution: New quality control software
Investigation/RCA reveal:
- Machinery is outdated/not functioning optimally
- Lack of staff training
- Communication breakdown (production & QC team)
Changes then identified (feasible) and options presented
Design (& development) stage of business change lifecycle
- detailed specification of the business change to be delivered (POPIT to ensure all elements required for the solution) - enhance documentation and build models to ensure clarity and consistency between all project SH
- testing
- piloting of revised processes
Implementation stage of business change lifecycle
Planning/prep/deployment of changes
- Business readiness assessment: are we sufficiently prepared to accept and operate new ways of working (POPIT)
- Transition and migration- staff training/user guides/data readiness/select appropriate implementation strategies (direct/parallel/pilot/phased)
- Consider human response to change (SARAH)
Realisation stage of business change lifecycle
- Post implementation review
- Benefits review
- Benefits realisation
- Identify further action to realise benefits
5 stages of business change lifecycle
(ADDIR)
Alignment
Definition
Design
Implementation
Realisation
What sits in the middle of the Business Change Lifecycle?
Business case
How should the business change life cycle be viewed
An overall direction for a change project rather than a strict sequence
When should the BA consider the emotional response to change (BC Lifecycle)
Implementation stage
What technique can help with the emotional response to change
SARAH Curve
Stages of Sarah Curve
A
Shock
- Initial reaction to change
- May be due to lack of awareness of the need for change i.e. thought organisation is doing well
Anger
- Understanding what the change means for them
- Why me? How could this happen?
Rejection
- Reject the the change
- ‘If I promise to work harder’
Acceptance
- May not be support but a sense that the change is happening so best accept it
Hope
- Start to see positive benefits of change
What needs to be considered during the implementation stage?
The human response to change. Failure to consider causes resistance and undermines the changes or even failure of the whole programme
What role does BA play in the human response to change
- Should anticipate the reaction and devise strategies to manage
- During initial stages BA should listen and empathise
Key differences between linear & agile
- Linear = sequential and rigid process, each phase must be complete before moving on. Agile = iterative approach, repetetive cycles with each interation delivering a proportion of the product
- Linear - limited flexibility once a phase is complete. Agile - more adaptable to changes
- Linear = requirements defined up front. Agile = evolve over time
- Linear - high documentation (at each stage) Agile - emphasis on working software over extensive documentation
- Linear = use feedback often after entire system developed. Agile = continuous feedback encouraged
When would linear approach be more appropriate
- Well defined requirements that are unlikely to change
- Comprehensive documentation is required at each stage for regulatory/compliance reasons
When would agile approach be more appropriate
- Evolving or unclear requirements
- Organisations need to response quickly to fast changing business situations
How to chose solution development approach
Look at organisational and project contexts
E.g. if organisation works in a safety critical environment, all solution aspects may need to be delivered at the same time
E.g. if highly competitive/fast moving environment a rapid response to change may be required
Linear lifecycle
Work carried out in discrete, sequential stages. Each stage reviewed and signed off e.g. analysis only begins once feasibility study completed / design based on an agreed set of requirements (from analysis stage)
Waterfall model: FS, Analysis, Design, Development, Testing, Implementation
Iterative/Agile lifecycle
Solution evolves though a series of iterations, each which add features, functionality or performance to what has been developed before
- RE framework applied to establish an initial set of outline requriments
- selected subset of outline requirements elaborated within each iteration
What are business rules?
They underpin how an organisation carries out work
They’re created when organisations decide a course of action in response to a given event, they should be pre-determined and measures
Link between business rules and business events
Business rules are ‘the way’ of reacting to the event mandated by the organisation
Why is it important business rules are documented and measured?
Documented - existence is commonly understood
Measured/audited - to evidence the rule is being applied (could be via business systems)
Types of business rules
Constraints
- External legal and regulatory constraints e.g. must be 18 to buy alcohol
- Organisational policy constraints e.g. 30 day return window
Operational guidance e.g. commission calculation guidance / how to handle complaints
Legal and regulatory constraints
- External
- Impose decision on all parts of organisation
e.g. customers must pay VAT / customers must be 18 to buy alcohol
BA role: legal and regulatory constraints
- Awareness to ensure organisation is complaint
- Little point challenging as mandated by laws/regulations
Organisational policy constraint
- Internal
- Impose rules upon processes
E.g. 30 day return window / only open one account per email address
- BA’s should check and challenge these are still necessary and are not based on long standing custom or practice E.g. a policy requiring customers to submit a paper form for product returns
Business rules and processes
BR govern work so it’s vital they’re considered during business process modelling
Operational procedures/guidance
- Internal
- How we perform an activity
- E.g. rules for determining discount
- These rules are most likely open to challenge - ensure they’re based on proven business needs rather than personal preferecnes
E.g. operational guidance in call centre may be for call handlers to follow a script - but deviating from the script could increase customer sat and problem solving
E.g. restaurant has a rule that any customer complaints must be dealt with my head office - challenge to increase staff autonomy (for straight forward complaints) & increase customer sat
Reasons why business rules are needed?
- Compliance (external legal or regulatory constraint)
- Consistency and standardisation (e.g. guide employees and processes)
- Risk mitigation e.g. reduce the risk of fraud / unethical behaviour e.g. any worn clothing cannot be returned / any redeemed ticket cannot be refunded
- Strategic/biz objective alignment e.g. if objective is to increase customer sat by x by Q4, biz rule ( op procedure) could be customer complaints resolved within 48 hrs of receipt
