a journey in making sense of big data (part 4: partnership and trust)
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From the big bang to the new economy, a journey in making sense of big data (part 4: Partnership and Trust)TRANSCRIPT
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Example #3
Creating Value through the organization
FROM THE BIG BANG TO NEW ECONOMY, A JOURNEY IN MAKING SENSE OF BIG DATA
FROM THE BIG BANG TO THE NEW ECONOMY, A JOURNEY IN MAKING SENSE OF BIG DATAPatrick [email protected]
linkd.in/pdeglon
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Analytics as a function?
Embedded Model Functional Model
“I’m following my BU leader, but can’t get promoted”
“I’m a partner of business execution”
Need to tracksatisfaction/loyalty/trust
of our partnership
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Net Promoter Score
0 1 2 3 4 5 6 7 8 9 10
NPS: How likely is that you will recommend [Brand Name] to a friend or a colleague?
Detractors PromotersPassives
NPS = % Promoters - % Detractors
very unlikely very likely
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
The logic behind NPS
0 1 2 3 4 5 6 7 8 9 10
Detractors PromotersPassives
NPS = % Promoters - % Detractors
• To improve NPS, a company need to work on 2 fronts:
– Move Detractors into Passives (i.e. fix the holes, i.e. no more unacceptable bad experiences)
– Move Passives into Promoters (i.e. improve the whole experience, best-in-class buyer experience)
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA 5
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Side note: Error on NPS measurement
• NPS is a multinomial distribution with– p the probability to answer 0 to 6– q the probability to answer 7 or 8– r the probability to answer 9 or 10– N the number of answers
• The Expected value for the Net Promoter Score is then
E(NPS) = r – p
• The Variance is then
V(NPS) = V(r-p) = V(r) + V(p) – 2 Cov(r,p) = r (1-r) / N + p (1-p) / N + 2 r p / N
• Hence the error on NPS, i.e. the Standard Deviation, is then
s(NPS) = SQRT [ r (1-r) / N + p (1-p) / N + 2 r p / N ]
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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NPS is a measurement of Loyalty in a free environment. In a paid environment, it’s more a measurement of Trust between co-workers/partners
0 1 2 3 4 5 6 7 8 9 10
Net Promoter ScoreHow likely is it that you would recommend working with Analyst XXX to a friend or colleague?
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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eNPS Survey
Team eNPS Survey
Partner eNPS Survey
• Identify opportunity to better partner with the business• Identify to better work together as a team• Enable directional assessment of eNPS; keeping in mind
biases: low N, subjective question, unlikely to promote an unknown entity, partner <> client (i.e. Finance vs Agency)
Now that we have a measurement,
how to improve it?
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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What is Trust? How to improve it?
Trust = Credibility x Reliability x Intimacy x Unselfishness
http://www.collieassociates.com/common/Trust_Equation.pdf
Words: Convincing & believable
Actions: Consistently good in quality & performance
Emotions: Feel comfortable talking to you about the sensitive, personal issues connected to the surface issue
Motives: Know that you care about serving higher interests
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
Build Trust: Trust Equation
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Trust Component
eBay Success Factor
Insights Discovery ® Colors
Hartman Personality Profiles
Reliability(Actions = Consistently good in quality & performance)
Lead completely
Fiery RED“Do it now!”
REDPower Wielders
Credibility(Words = Convincing & believable)
Practice judgment
Cool BLUE“Do it right!”
BLUEThe Do-gooders
Intimacy(Emotions = Feel comfortable talking to you about the sensitive/personal issues connected to the surface issue)
Keep it human
Earth GREEN“Do it harmoniously!”
WHITEThe Peacekeepers
Unselfishness(Motives = Know that you care about serving our higher interests)
Trust each other
Sunshine YELLOW“Do it together!”
YELLOWThe Fun Lovers
×
×
×
Trust=
R
C
I
U
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
Carl Jung, Swiss psychologist
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Example of an internal partners survey on the Trust foundation
Translates ideas and concepts into action.
Turnaround requests effectively.
Is comfortable with change.
Is adept at prioritizing tasks.
Does what one says one will do.
Tell the truth.
Is genuine in saying ‘Thank you’ or ‘I don’t know’.
Is comfortable saying 'no' at the beginning rather than being unable to deliver in the end.
Creates an environment to address potential conflicts openly.
Seeks help when facing difficulties.
Has an appropriate sense of humor.
Responds to and understand the feelings/needs of others.
Uses ‘we’ rather than ‘they’ or ‘I’.
Makes time for others.
Supports ideas for innovation from others.
Trusts others to make decisions and get things done for them.
4.9
5.0
5.0
4.9
5.2
5.6
5.5
5.0
5.0
5.3
5.3
5.4
5.2
5.4
5.3
5.2
Please complete each of the following statements using the rating guide. Try to provide a rating for every statement and be honest with your feedback.Weak in this area=1, Some concerns=2, A minor shortfall=3, Competent=4, Better than competent=5, Outstanding=6
Reliability (4.9)
Credibility (5.3)
Intimacy (5.2)
Unselfishness (5.3)
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Trust Equation assessment by the team and our partners
60
65
70
75
80
85
90
60 65 70 75 80 85 90Team average answer
Partner average answer
over confidencezone
under confidencezone
Non Political, Unselfishness
Reliability,Meets Deadline
Credibility, Meets Quality
Intimacy,Keep It Human
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Individual Limit
Reliability: Value of an Analysis
Direct Return
Total Cost
Net Return (Profit)
Complexity of Analytics
Keep It Simple & Stupid
Optimallevel of
complexity
Preferred analyst’s level of
complexity
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Credibility: Principle Of Least Surprise (POLS)
Don’t surprise executives & partners with new metrics, new definition, new format or anything new…
without a proper business reason. Setup Insights & Recommendation
in a natural, logical, global & agreed-upon framework.
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Credibility: Fixed Standard… or Flexible Chaos?
StandardizedGlobalMetrics
Store any thing to enable measuring any metrics to answer any
questions
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
Chaos enable flexibility, but require a
strong process to maintain credibility
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(Business) Intimacy
• Keep It Human – meet people, talk to people, walk to desk, pick-up the phone
• Seek help when needed
• Have a good sense of humor – “It’s just a website…”
• Create an enviroment where people can open-up and discuss underlying issue
• Respond to the need/feeling of others
• CONNECT with people (Avatar’s “I see you”)
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA
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Unselfishness
• Don’t work in silo
• Consider “we” rather than “I” or “they”
• Support ideas for innovation from other (improv’s “yes, and…”)
• Trust other to make the right decision – and live with it
• Be AVAILABLE – make time for other
FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA