The Intelligent Business and Business Intelligence

Dan Burrows

27th June 2012

Agenda

• Myths • The “Intelligent Business” • Recognising the need • Rewards of intelligence • The path to an intelligent outlook

Dispelling the myths

• Business Intelligence isn’t new!

• There is no ‘Business Intelligence System’

• BI isn’t just for manufacturers

• BI doesn’t have to be expensive

• BI doesn’t have to complicated

The Intelligent Business

• High degree of management understanding and control

• Aligned business strategy and systems

• Supporting intelligence with systems

The Intelligence Pyramid

Recognising the Need • A lack of control, demonstrated by

– Delays – Repetition – many versions of the (un)truth – Inaccuracies, inconsistencies,

• Lack of alignment between business strategy and business systems – Undefined requirements – Inertia – Retained knowledge

• Systems built or selected with an intelligent approach

– Documented input and output – Facilitating high-quality data – Highly integrated and flexible

Cyclical Reporting

Start Sun

01/07/12

Finish Tue 11/09/12

02 Jul '12

09 Jul '12

16 Jul '12

23 Jul '12

30 Jul '12

06 Aug '12

13 Aug '12

20 Aug '12

27 Aug '12

03 Sep '12

10 Sep '12

Monthly KPIs Mon 02/07/12 - Tue

10/07/12

Monthly KPIs Wed 01/08/12 - Thu

09/08/12

Monthly KPIs Mon 03/09/12 - Tue

11/09/12

Problem occurs

Sun 01/07/12

Monthly Reporting Cycles

Mon 02/07/12 - Tue 11/09/12

Problem identified

Tue 10/07/12

Resolution put in place

Wed 11/07/12 - Tue 17/07/12

Resolution operational

Wed 18/07/12 - Tue 31/07/12

Effectiveness identified

Fri 10/08/12

The Gifts of Intelligence

• Better understanding, better decisions – Analyse and investigate disparate data sources

• High Quality Data

– Successful BI relies on trusted data

• Align strategy with IT, people and process – Visualise the big picture – Decisions aligned with your goals

Efficiency comes as standard

Start Sun 01/07/12

Finish Fri 13/07/12

Sun 01 Jul Tue 03 Jul Thu 05 Jul Sat 07 Jul Mon 09 Jul Wed 11 Jul Fri 13 Jul Daily KPIs

02/07 Daily KPIs

03/07 Daily KPIs

04/07 Daily KPIs

05/07 Daily KPIs

06/07 Daily KPIs

09/07 Daily KPIs

10/07 Daily KPIs

11/07 Daily KPIs

12/07 Daily KPIs

13/07

Problem occurs 01/07

Daily Monitoring

02/07 - 13/07

Problem identified

02/07

Resolution put in place

03/07 - 09/07

Resolution operational

10/07

Effectiveness identified

11/07

Comparative Analysis

Start Sun 01/07/12

Finish Tue 11/09/12

02 Jul '12 09 Jul '12 16 Jul '12 23 Jul '12 30 Jul '12 06 Aug '12 13 Aug '12 20 Aug '12 27 Aug '12 03 Sep '12 10 Sep '12

Monthly KPIs Mon 02/07/12 - Tue

10/07/12

Monthly KPIs Wed 01/08/12 - Thu

09/08/12

Monthly KPIs Mon 03/09/12 - Tue

11/09/12

Problem occurs Sun 01/07/12

Problem occurs (Daily Reporting)

Sun 01/07/12

Monthly Reporting Cycles Mon 02/07/12 - Tue

11/09/12

Problem identified Tue 10/07/12

Resolution put in place Wed 11/07/12 - Tue

17/07/12

Effectiveness identified (Daily Reporting)

Wed 11/07/12

Resolution operational Wed 18/07/12 - Tue

31/07/12

Effectiveness identified Fri 10/08/12

Approach Ramp

•Selling BI as a concept to internal stakeholders •Understanding the need, problems and solutions

Business Background

•Understanding the business strategy, drivers, reporting requirements and KPIs. •Decision point – To buy or not to buy BI.

Conceptual Design

•Understanding KPI definitions and data sources required •Defining the data warehouse contents

Readiness and Approach

•Analysis of systems and data availability, approach and technology selection •Break-out Point – gap analyses, system implementation, consolidation

Functional Design

•Reports, visualisations, dashboards •User-group specific requirements

Build •Build the data warehouse and ETL routines, implement chosen BI tools, develop and deploy visualisations

Road (map) to Utopia?

• Selling BI as a concept to internal stakeholders

• Understanding the need, problems and solutions

Approach Ramp

• Understanding the business strategy, drivers, reporting requirements and KPIs

• Decision point – To buy or not to buy BI

Business Background

Road (map) to Utopia?

I get it. What now?

• Understanding the business –Strategy Map –Discipline Driver –The Balanced Scorecard

• Understanding the measures

– Identify the KPIs –Categorise and prioritise KPIs

I get it. What now?

• Understanding the business –Strategy Map –Discipline Driver –The Balanced Scorecard

• Understanding the measures

– Identify the KPIs –Categorise and prioritise KPIs

Good planning

Good decisions

Good business

The Honeypot

A Balanced Scorecard drives a business

Planners Make Plans

Managers Manage

Performance

Executives Execute Strategy

Kaplan and Norton Strategy Map and Balanced Score Card

Financial Perspective

Measure Comments

Balance Sheet Value Published in Ratios

EBITDA Easy to calculate

Profit as a % turnover

% Margins by Business Unit Published via MIS

% Revenue growth Published in ratios - Comparison to last year

£ Turnover per head

% Margin per head

£ Constant Overheads Measure against previous year

Debtor Days

Customer Perspective

Measure Comments

Number of active/won customers Drill down to number of new customers & renewable work. Display by turnover buckets & sector & time with Waterstons

Number of customers lost Drill down by sector

Customer retention statistics Drill down by sector

Average Customer Survey score Drill down to different sections: E.g. innovation, responsiveness etc

Number of issues Drill down by division

No of customers contacted each month Drill down by sector

Number of referrals Drill down by sector

Internal Perspective

Measure Comments

% of projects to time & cost Company and by Division

Average time to resolve helpdesk tickets Drill down to client then ticket

Service Availability; % uptime Infrastructure & Application uptime

Average Value of Projects/Contracts Looking for % increase

Number of new customers won Overall and by sector

Number of case studies produced New and Current customers

Number of Articles published

Quality: Number of non conformances Via formal audit process

Number of creative solutions deployed

Learning & Growth

Measure Comments

Number of vendor competencies

Number of examinations passed Drill down by department/subject

% Performance appraisals complete

% Development reviews completed

Staff turnover

Staff sickness

Results of staff survey Incorporate result into MIS

BI Approach

BI Approach Strategy

People

Key Performance

Indicators Business Process

Technology

So where does technology fit in?

• At this stage, it doesn’t!

• Understanding your business is never a waste of time

• Good BI doesn’t just happen – There is no ‘one-size’ – Nor is there a ‘typical’ BI solution – It ‘takes as long as it takes’

Come along

Lync: Untangling telephony and unravelling routes

12 noon, Wednesday 18th July, Waterstons’ Euston office

Lync is Microsoft's answer to an enterprise telephony solution

and when coupled with Exchange Unified Messaging provides a highly flexible platform for handling voice communications.

Ben Lee and Nathaniel Hazlett will demonstrate some of the

most common business scenarios and how you can bring a new level of automation and intelligence to handling incoming calls.

Keep in Touch

Dan.Burrows@waterstons.com

http://www.linkedin.com/in/danielburrows

http://www.waterstons.com

@WaterstonsLtd