gartner bi 2013: increasing operational effectiveness using sap businessobjects business...
DESCRIPTION
http://spr.ly/GartnerOnDemand_FedEx - Discover how FedEx Office changed their approach to BI by creating a mobile enabled, centralized analytics environment that focused on key performance goals, integrated coaching and reclaiming lost management time.TRANSCRIPT
Less is More
Increasing Operational
Effectiveness at FedEx Office
using SAP BusinessObjects
Business Intelligence
Andy Mills – Manager- Business Intelligence
2
Who is FedEx Office?
3
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
4
A Center Manager’s Daily Challenge
Add pictures here of reports and print outs and spreadsheets
5
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
6
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
7
Build the right team
Right size the core team
Engaged Business Representation
Technology teams
External IT partners
Learning and Development
Change Management
8
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
9
10
Create a buzz
Engage with centers and district
management
News spread through informal network
Create trailers
Quickly react to feedback
11
A Sample of Dashboards
12
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
13
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”
14
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
15
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
