Target Operating Model Design: What BAs Need to Know

What is Target Operating Model (TOM) Design, and what role can business analysts play in shaping the future of an organisation?In this episode of BA Brew, Jonathan Hunsley and Carlos Pullen-Ferreira welcome Joanne Gray-Joseph to discuss the principles and practical challenges of designing target operating models.From defining the future state of an organisation to considering how people, processes, technology and business capabilities might be aligned, the conversation explores why TOM design requires collaboration across multiple disciplines.The team also considers how operating models can remain valuable beyond individual transformation projects, and why organisations adopting AI need to understand how technology supports their wider business strategy.In this episode:Defining Target Operating Model DesignUnderstanding current and future operating modelsThe roles of business analysts, business architects and change professionalsSkills for getting involved in TOM designLinking operating models to business capabilities and organisational knowledgeThe impact of AI on operating model designTake the next step: discover the Target Operating Model (TOM) Design course from AssistKD.Subscribe to AssistKD for more BA Brew conversations about business analysis, business architecture and business change.

How do you build rapport with stakeholders, and why does it matter so much for successful business analysis and service design?In BA Brew Episode 127, Lisa Hudson, Carlos Pullen-Ferreira and Michelle Little from AssistKD discuss why building rapport goes beyond being friendly or liked. It's about creating trust, communicating openly and developing relationships that help people work together effectively.Discover practical approaches to stakeholder engagement, including active listening, finding common ground, keeping commitments and rebuilding trust when previous projects have gone wrong.In this episode:The difference between rapport and friendlinessWhy trust matters in stakeholder relationshipsWhat happens when rapport is missing from projectsHow to approach stakeholders who are reluctant to engagePractical techniques for improving communicationCarlos's RAPPORT mnemonic for building stronger relationshipsWhether you're an experienced business analyst, service designer or just starting your career, this episode offers useful insights into one of the most important professional skills.Explore our Business Analysis training: https://www.assistkd.com/Why-AssistKD/service-design-trainingExplore our Service Design training: https://www.assistkd.com/Why-AssistKD/business-analysis-trainingDiscover more BA Brew episodes: https://www.assistkd.com/learning-zone/ba-brew-podcastSubscribe for more conversations about business analysis, service design and professional development.#BusinessAnalysis #StakeholderEngagement #BusinessAnalyst #BABrew #ServiceDesign

How do you build a Business Analysis Community of Practice that people actually want to be part of?Jonathan Hunsley and Carlos Pullen-Ferreira are joined by Mahvish Khurum, Principal Business Analyst at the Home Office, who leads a community of more than 400 BAs.They discuss how Communities of Practice can build capability, improve consistency, encourage collaboration and support professional development.Mahvish shares practical lessons from growing and sustaining the Home Office BA community, including why consistency matters, how to create different ways for people to participate, the importance of volunteers and why successful communities need to keep listening to their members.If you're building or running a Business Analysis or change community, this episode is full of practical ideas you can use.In this episode: what a Community of Practice is; making the business case; getting people involved; maintaining engagement; creating a regular rhythm; supporting volunteers; measuring success; and keeping the community relevant.

What is the ‘secret stakeholder’ in Business Analysis, and how can organisational culture influence your stakeholders, projects and change initiatives? In this episode of BA Brew, Jonathan Hunsley and Lisa Hudson are joined by Danny Kalkhoven to explore a stakeholder you won’t find on your power-interest grid: organisational culture. Culture can influence how people behave, how information is shared, how decisions are made and how your work as a Business Analyst is perceived. But how do you identify and manage something that can be difficult to see or define? Danny shares practical examples from his own experience, including a carefully planned workshop that failed because the culture of the organisation made open information sharing almost impossible. They discuss: ✔ What the ‘secret stakeholder’ means for Business Analysts✔ How organisational culture affects stakeholder management and engagement ✔ How to spot informal networks and hidden influence ✔ Why proven Business Analysis techniques can fail in different cultures ✔ What everyday behaviours can reveal about an organisation ✔ How to adapt your BA approach to different organisational cultures ✔ Why finding an organisational ‘tour guide’ can help you understand how things really work The conversation builds on the ideas Danny presented at the European Business Analysis Conference 2026. If you work in Business Analysis, stakeholder management or organisational change, watch the full episode to discover why understanding the culture around your stakeholders can be just as important as identifying the stakeholders themselves. ➡️ Explore more BA Brew episodes: https://www.assistkd.com/learning-zone/ba-brew-podcast ➡️ Explore Business Analysis training from AssistKD: https://www.assistkd.com/our-business-training-courses-classesSubscribe to AssistKD for more BA Brew conversations covering Business Analysis, Business Architecture, Service Design, Digital Solutions and organisational change.

What is it like to work as a business analyst with a hearing impairment? In this episode of BA Brew, Kerry is joined by Abi and Mike, who share their personal experiences of hearing impairments and how it has affected their working lives. For business analysts, meetings, workshops, stakeholder conversations and collaborative sessions are a fundamental part of the job. But hearing impairments can make those situations significantly more challenging. Abi and Mike discuss: The different ways hearing impairments can affect people The unexpected importance of lip reading Following conversations in busy meetings and workshops Why background noise can create a “wall of noise” The additional concentration and fatigue hearing loss can cause How hearing loss can affect confidence at work Hearing aids and assistive technology Using captions, transcription and AI tools The UK Government's Access to Work scheme Reasonable adjustments for training and examinations How colleagues and facilitators can make meetings more accessible Abi also shares how Access to Work (https://www.gov.uk/access-to-work) helped her obtain assistive technology that sends voices directly to her hearing aids, helping her participate more confidently in collaborative environments. And their advice isn't only for people experiencing hearing impairments. Mike encourages anyone who can advocate for people with accessibility needs to “step up and support other people.” Find out more about AssistKD and business analysis: assistkd.com📩 Have an idea for a future BA Brew? Contact [email protected] Subscribe for more conversations about business analysis, business architecture, service design and organisational change.

What does it take to become a Senior Business Analyst, and how can you prepare for the next stage of your business analysis career? In this episode of The BA Brew, Mike, Lisa and Iurii discuss what being a Senior Business Analyst really means, the skills and experience needed to progress, and the career opportunities available to experienced BA professionals. They explore the importance of strong core business analysis skills, stakeholder engagement, communication, negotiation and conflict management, as well as the experience and business knowledge that distinguish a senior BA. The conversation also covers practical ways to progress from Business Analyst to Senior Business Analyst, including: Developing and broadening your BA skills and experience Taking on challenging projects and additional responsibility Building strong stakeholder relationships Developing communication, negotiation and conflict-management skills Collaborating effectively with senior stakeholders Identifying gaps in your skills and experience Mentoring and supporting other Business Analysts Building your professional network and engaging with the wider BA community Exploring career paths beyond the Senior BA role The panel also considers where a career in business analysis can lead, from BA management and mentoring to product management, consulting, training, business architecture and other roles that draw on business analysis capability. Whether you're a junior Business Analyst, an experienced BA preparing for promotion or already working at senior level, this episode offers practical advice for taking greater ownership of your professional development and planning your next career move. Ready to take the next step in your business analysis career? Whether you're building your core BA skills, working towards a recognised professional qualification or developing the advanced capabilities needed for a more senior role, AssistKD offers business analysis training for every stage of your career. Explore our Business Analysis courses, BCS qualifications and professional development training, available through live virtual classrooms, face-to-face training and self-paced eLearning. 👉 Find the right Business Analysis course for you: https://www.assistkd.com/our-business-training-courses-classes Subscribe to The BA Brew for more conversations about business analysis skills, careers and professional development.

Why do so many organisations still struggle to deliver great customer experiences? In this episode of BA Brew, Stuart Mullinger speaks with Dr Debra Paul and Jonathan Hunsley about their new BCS book, Service Design: A Practical Guide to Creating Customer-Centric Services, and explores why service design has become an essential discipline for organisations seeking to improve customer experience and business transformation. The discussion covers practical service design techniques, professional standards, collaboration across change professions and how organisations can design services that create better outcomes for customers. In this episode you'll learn: ✔ Why service design matters more than ever ✔ How to improve customer experience through service design ✔ The Service Design Framework explained ✔ Why business analysts, service designers and business architects work better together ✔ Practical techniques including the Service Definition Canvas and Minimum Viable Service ✔ How AI is influencing the future of service design ✔ Where the profession is heading over the next decade Whether you're a service designer, business analyst, business architect, digital transformation leader, customer experience professional or change manager, this discussion offers practical insights into creating better organisational services. Learn more about Service Design ➡ Service Design Guide: https://www.assistkd.com/Why-AssistKD/service-design-training ➡ Service Design Courses: https://www.assistkd.com/courses/service-design-courses Subscribe for more BA Brew discussions on business analysis, service design, business architecture, digital transformation and organisational change.

Technical skills are only part of becoming a successful Business Analyst. Learning how to communicate with confidence, influence stakeholders and ask the right questions is what helps great Business Analysts stand out.Jonathan Hunsley is joined by Emily Saunderson, Head of Profession for Business Analysis at the Department for Education, and Dr Carlos Pullen-Ferreira, Principal Consultant at AssistKD, to discuss how Business Analysts can find their voice, build confidence and increase their influence. Whether you're new to Business Analysis or an experienced Business Analyst, this discussion explores practical ways to increase your influence, develop professional confidence and grow your Business Analysis career.In this BA Brew episode: What it means to find your Business Analysis voiceBuilding confidence as a Business Analyst Speaking up in stakeholder workshops and stakeholder meetings Influencing business decisions Becoming a trusted adviser Business Analysis leadership Mentoring and coaching Networking for Business Analysts Developing your Business Analysis career Helping the next generation of Business Analysts Emily also shares the remarkable story of being told she would never become a successful Business Analyst before eventually leading the business analysis profession at the Department for Education. LEARN MORE BCS International Diploma in Business Analysis Courses BCS Advanced International Diploma in Business Analysis Courses: Business Analysis Career GuideBA Brew Podcast HubBusiness Analysis Conference Europe

Service frameworks are a powerful yet often overlooked tool that can fundamentally change how teams understand, collaborate, and achieve outcomes.In this episode of BA Brew, Jonathan Hunsley from AssistKD is joined by Chris Pyatt and Victoria Banner to discuss how service frameworks help business analysts, business architects and service designers clarify their value, improve collaboration and navigate complex organisational change ecosystems.The discussion covers:What a service framework actually is – and how it defines the value a role deliversWhy business analysis, architecture and service design overlap more than we thinkHow frameworks create clarity on roles, responsibilities and boundariesThe role they play in reducing confusion, conflict and duplication across teamsHow they support career growth, capability building and even recruitment decisionsPractical advice on getting started – and why you don’t need to build everything at onceWhether you are a business analyst, business architect, service designer or other digital change professional, this episode offers practical advice for improving conversations and outcomes.EXPLORE ASSISTKD TRAININGAssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years' experience in professional development.Relevant courses for this episode:BCS Business Analysis Practice - https://www.assistkd.com/courses/business-analysis-diploma-courses/bcs-certificate-business-analysis-practiceBCS Business Architecture - https://www.assistkd.com/courses/architecture-courses/bcs-certificate-business-architectureA4Q Business Service Design - https://www.assistkd.com/courses/service-design-courses/a4q-certificate-business-service-designWATCH THIS EPISODEWatch all episodes of the BA Brew on YouTube: https://www.youtube.com/watch?v=qxdeXIxtEOU&list=PLEvIolukjrawamafeBkNM3pELcNqVrPN6

Once you learn business analysis skills, do they ever really switch off?In this episode of BA Brew, Mike, Ruth, Kerry and Stu discuss how BA thinking becomes embedded into everyday life - shaping how we solve problems, make decisions and interact with others.The discussion covers:Why BA skills naturally carry over into everyday situationsReal-life examples of using BA thinking outside of workWhen analysis and problem-solving can be unhelpfulThe risk of “analysis paralysis”How to recognise when to switch off BA modeTechniques like circles of control, root cause thinking and options analysis in daily lifeThe importance of empathy, presence and reading the roomWhether you're a business analyst, change professional or team leader, this episode offers practical insights into balancing analytical thinking with real-world human situations.EXPLORE ASSISTKD TRAININGAssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years' experience in professional development.Relevant courses for this episode:BCS Certificate in Business Analysis PracticeBCS Foundation Certificate in Business AnalysisBCS Certificate in Modelling Business ProcessesEexplore AssistKD's full range of Business Analysis training courses here: https://www.assistkd.com/our-business-training-courses-classes