1 INTRODUCTION: THE NEED FOR BUSINESS ANALYSIS
Organisations today exist in a fast-paced and ever-changing business environment. Competition is fierce, and customers are increasingly able to access seemingly limitless information about a wide range of alternative products and services. Traditional business models have been disrupted by the innovative use of new technology, new multi-sided markets have emerged to match up buyers and sellers, and consumer expectations are continually raised. For example, in the 1980s and early 1990s, a mail-order retailer’s commitment to delivering goods within 28 days may have been sufficient; today, organisations are moving towards same-day delivery. Twenty years ago, patients would predominantly rely on the ...
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