gartner bi 2013: increasing operational effectiveness using sap businessobjects business...

Less is More

Increasing Operational

Effectiveness at FedEx Office

using SAP BusinessObjects

Business Intelligence

Andy Mills – Manager- Business Intelligence

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Who is FedEx Office?

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Business Intelligence at FedEx Office

Very established reporting environment –Business Objects, SAS, People Soft, Oracle BI, Voice of

Customer, Excel …….

Every application created its own reporting

Confusion on the meaning and the grain

Limited data governance

No experience in dashboards

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A Center Manager’s Daily Challenge

Add pictures here of reports and print outs and spreadsheets

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Catalysts for Change

1. New COO = New Ideas

– “too much data is the

biggest issue”

– “we must have coaching”

– “It has to change – NOW”

– “And here is my solution

which you can deploy in 6

months”

2. New Focus on

Operational Effectiveness

and Reporting

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Strategy for Operational Effectiveness

Turn data into actionable insight

Simplify the message – Key Performance

Indicators (KPI)

Implement what we have control over

Create a ‘One Stop Reporting Portal’

Generate closed loop with coaching,

training and praise

Deliver on time

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Build the right team

Right size the core team

Engaged Business Representation

Technology teams

External IT partners

Learning and Development

Change Management

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Agility and Speed to Market – 6 months

Define KPIs and design/build dashboards

Create the portal and security

Develop new aggregations

Test

Tune the environment for dashboards

Train

Deploy

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Create a buzz

Engage with centers and district

management

News spread through informal network

Create trailers

Quickly react to feedback

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A Sample of Dashboards

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The Results

Center Impact – Initial disbelief at the data

–Huge sustained usage – fast and stable environment

–Gamification encouraging healthy competition

– Individual contributors understand what’s important

Business Benefits –Average time saving per manager is 4 hours per week –

to sell, improve quality and manage staff

–Revenue to plan has improved

–Easier to focus on the important issues

–Less than half the cost of the original solution

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The Feedback

Kim Dixon COO FedEx Office “I consider ICE a true game-changer for FedEx Office field operations.

It provides a great visual dashboard of key metrics. With ICE, it’s easy to spot areas of strength and weakness so you can take quick action to improve performance. This is really the next generation of reporting and managing our business.”

Jeff Fedro – District Manager Plano

“ICE is the ABC of reporting. It simplifies the lives of our field leaders and actually creates a one stop shop when it comes to reporting a center, district, or regions current and past operating performance. Fantastic Tool!”

“Freakin Awesome”

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The Unexpected Results

Recognition for the BI team!

The concept of kudos has taken off

Focus on BI has increased - as has the demand for

dashboards

ICE is a great analytical tool too

Ready made mobile solution - Blackberry, Android and iPad

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The Future

Change based on real feedback

Add focus in new areas – Revenue,

Financial Reporting and Voice of Customer

Convert to SAP BusinessObjects Business

Intelligence 4.0 and HTML 5

More Mobile

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Questions ?

Andrew.mills@fedex.com