Chris Coan The Strategically Aligned Performance Management Solution
- 1. “Improve Performance & Evidence It” [email protected]
- 2. “Improve Performance & Evidence It” Performance Management Overview [email protected]
- 3. “Improve Performance & Evidence It” 5 Drivers For Performance Management Last Year % This Year % • To speed up and improve the 73 organisations decision making ability 71.1 • To respond to user needs for data on 45.7 a timely basis 45.8 • To better align with and track against 47.1 corporate strategy and objectives 42.9 • To move users toward a self-service 33.9 model of information delivery 35.5 • To decrease business costs and 27 improve operational efficiency 27.2 0 20 40 60 80 % of Respondents [email protected]
- 4. “Improve Performance & Evidence It” Information Hierarchies Scorecards Goals Goals Goals Goals Executives Dashboards Executive Isolated From Organisation Management Reports Break Between Operational & Management Detailed Reports Operational Mis-aligned Organisation [email protected]
- 5. “Improve Performance & Evidence It” Performance Management Challenges BUSINESS IT • Lack visibility and insight into • Backlog of report requests and performance, processes, and need to provide self-service customers access to intelligence • Poor alignment of decisions and • Resource constraints inhibit actions at all levels with strategy ability to broaden BI deployment and goals to meet demand • Lack single, consistent view of • Complex IT environments – information disparate data, applications, and • Time wasted gathering data to integration challenges manage and report • Push to reduce costs and standardize tools [email protected]
- 6. “Improve Performance & Evidence It” Which version of Truth ? Analyses, Reports Executives Customer Marketing Operations Finance Client Product Operations Operations Finance Finance Data Data Data 1 Data N Data 1 Data N Data IT Warehouse Cross-functional analysis only by IT Sub-optimal enterprise performance • Delayed, inaccurate reporting • Conflicting, departmentally-biased results [email protected]
- 7. “Improve Performance & Evidence It” Business Driven information Demand Customers Suppliers HR/Workforce Procurement Distribution Operations Marketing Product Finance Service Customers Suppliers Customers Suppliers How does call centre agent tenure, training, & compensation affect efficiency and service performance? How does supplier performance impact customer satisfaction and revenue? How do I proactively manage risks of my receivables portfolio? [email protected]
- 8. “Improve Performance & Evidence It” The product & services knowledge/assets Develop detailed understanding of operational data sources These steps require Design a data warehouse by subject area multiple different BI and DW technology License an ETL tool to move data from operational systems INVESTMENTS to this DW Build ETL programs for every data source These steps require IT or License interactive user access tools BI staff resources with Research/understand analytic needs of each user community specialized SKILLS Build analytics for each audience License/create information delivery tools These steps take TIME Set up user security & visibility rules to understand and perfect as knowledge of best Perform QA & performance testing practices is learned Manage on-going changes/upgrades [email protected]
- 9. “Improve Performance & Evidence It” What problem are we solving? The gap between execution and strategy Today, companies struggle to bridge the gap between strategy and execution to optimize their business performance Decisions made Strategy disconnected without context from operations Strategy Information locked Misaligned action across in silos organization Execution [email protected]
- 10. “Improve Performance & Evidence It” What are the Financial business drivers Business Maximize cash flow Objectives/ Issues Is DSO on target? Is DPO on target? Is overdue balances Are payment terms trending up? in compliance? Business Function Receivables Role How long is the Gain What is the aging of Director, Credits & Collections underlying overdue due balances? Insights balance pending? Objectives Who are the customers Drill to due – Maximize cash flow and collectors? balances by region – Control risk of Drill to receivables portfolio overdue invoice detail Target collection Take efforts to reduce Action overdue balances [email protected]
- 11. “Improve Performance & Evidence It” Packaged Performance Management 1 Integrates Data for Analysis and Reporting • Pre-built integration of data from Oracle EBS, PeopleSoft, Siebel, JD Edwards, SAP and other sources into an integrated data warehouse optimized for analysis 2 Provides User-Friendly Analytic Model of Enterprise Information and Metrics Embedded best practice calculations, metrics, and KPIs Easy for business people to access, analyze, and use the information 3 Delivers Personalized Performance Dashboards for Everyone Pre-built dashboards, reports, and alerts by business function and role 1 2 3 BI Applications Warehouse Procurement Distribution Operations Marketing Finance Service Sales HR [email protected]
- 12. “Improve Performance & Evidence It” Architectural Components PRESENTATION LAYER User Roles, Preferences Simplified View Role-Based Views of the Information Logical SQL Interface Relevant to the User SEMANTIC OBJECT LAYER Dimensions Hierarchies Measures Consistent Definition of Business Calculations Measures, Metrics, Calculations Aggregation Rules Time Series PHYSICAL LAYER Map Physical Data Connections Model Once, Deploy Everywhere Schema Across Any Data Sources [email protected]
- 13. “Improve Performance & Evidence It” COMPLETE BI SOLUTIONS ARE MUCH MORE THAN JUST DASHBOARDS DASHBOARDS “Visible” Data warehouse “PLUMBING” design “Under the Data mapping & Surface” transformation Significant time, from multiple resources and applications Analytic models, expertise KPIs, metrics required Much more… [email protected]
- 14. “Improve Performance & Evidence It” Performance Management for Social Housing [email protected]
- 15. “Improve Performance & Evidence It” Challenges @ all levels EXECUTIVE BUSINESS AREA • Regulator/s .. TSA, HCA Information access by business • Executives area; • Mgmt functions • Tenancy • Finance • Asset Management • Operational staff • Compliance • Tenant • Repairs • Developments OPERATIONAL TECHNICAL • Information Aggregation • Integrity • Drill to Detail • Integration • Time-based analysis • Automation • Financial comparatives • Auditable • Traceable • User Self service • Security [email protected]
- 16. “Improve Performance & Evidence It” The current data management scenario Housing Extracts Northgate Operational WebI Housing – Op Reports Consolidated Universe Co 1 Housing Ops Report Excel Extracts ANO Housing App – Op Co 2 Housing Ops Access Store Report 2 Cost Extracts Finance Static Reports Budget & Cost Reports Asset Extracts Executive Asset Condition Stock Report Pack Condition Reports Developments Extracts Developments Developments Reports Tennant Sat Extracts Tennant Sat Customer Sat Report Safety Report Safety & Compliance Payroll & HR HR Reports Static CC Extracts Contact Centre Reports [email protected]
- 17. “Improve Performance & Evidence It” Scorecard Goals Goals Goal Examples: Executive Scorecard • Achieve 98% Tenant Sat Goals Goals • Reduce Repair Completion Time • Reduce SOR 2% • 95% Decent Home Compliance Repairs & Maintenance Dashboards Inspections Responsive Income & Commercial Budgeting & Cyclical & Tenancy & Voids Repairs Decent Homes Expenditure Developments Planning Dashboard Examples: • Group Repair Performance • Repairs Vs. Tennant Feedback • Repairs Completed Vs. Time • Repairs Completed Vs. Priority Management Information Reports Key Reports Examples: • Repair Cost Vs. Contractor Ad- Ad-Hoc Reporting • Repair Cost Vs. Priority • Repair Cost Vs. SOR • Asset Vs. Performance Data Integration Analysis Analysis Examples: Extract & Transform • Repair Cost Vs. Contractor • Repair Cost Vs. Priority • Repairs Completed Vs. SOR • Asset Vs. Performance Finance Housing Ops Tennant Sat Asset Condition Payroll & HR Contact Centre Alerts Alerts Examples: • P1 Repairs Above Threshold • Asset Utilisation 100% • CP12 Required • Overspend on P4 Repairs [email protected]
- 18. “Improve Performance & Evidence It” Packaged Performance Management 1 Pre-built warehouse with star- 3 Pre-mapped metadata defining real- schemas designed for analysis and time access to analytical and reporting operational sources, best practice calculations, and metrics Presentation layer Logical business model Physical sources 2 Pre-built ETL to extract data from 4 A “best practice” library of over 150 over n,000 operational tables and pre-built role-based intelligence load it into the DW, sourced from dashboards, reports and alerts core operational apps And More [email protected]
- 19. “Improve Performance & Evidence It” Income & Expenditure Data Process Data Sources Polling & Extract, Transform Enterprise BI Application BI Deployment required for reporting Archive process & Load Data Warehouse Server Tools Account Finance Auditing Business Unit Dashboard Budgeting Cost Centre BI Application & Planning Feed General Ledger Journal HR & Payroll Time BI Application Server cold backup Reporting Suites [email protected]
- 20. “Improve Performance & Evidence It” Income & Expenditure Data Model Regions Customer Ward Area Patch Scheme Posting Type Type Task FACTS (Samples of) Status No of Operatives, Repairs and Properties Priority Void cost and duration Supplier Total Budget Supplier Group Actual vs SOR Costs Supplier Duration of Repair Customer Satisfaction Score Total Complaints P&L Balance Total Cancelled Work Orders Format Total Duplicate Work Orders (Property/ Month) Group Category Nominal Cost Structure Time Group Fiscal Year Category Quarter Sub Category Period Cost Centre Week [email protected]
- 21. “Improve Performance & Evidence It” Income & Expenditure Report Examples Bank Reconciliation - Journal Detail Income Control Reconciliation Payroll Creditor Reconciliation Y/E Balance sheet Y/E TB & Suspense Report by Period Property Revenue Account Report w/o Forecast (GL) Balances By Period Balances By Trade/Territory Journal Transactions YTD P&L (Summarised) P&L by Cost Centre(Actuals/ Budget) Balance Sheet Cash Flow Management Costs Budget Vs Actual Report - By Region / Cost Centre Phased Trial Balance with Function Group Management Accounts Property Revenue Account Report By Scheme Transactions By Jrnl Prefix Support/ Service Income & Cost Report Void Loss Budget V Actual Number of POs Raised Vendor Balance Report VAT Return Detail [email protected]
- 22. “Improve Performance & Evidence It” Data Warehouse Infrastructure Multiple Data Data Data Business Information Sources Integration Warehouse Intelligence Distribution Extract Push Housing Ops Tenancy & Voids Internal Finance Data Quality Repairs & Contact Maintenance Centre Internal Data Cleansing Tenant Sat Income & Expenditure Data Transformation External Asset Condition Commercial Push / Pull Payroll & HR Developments OLAP Load [email protected]
- 23. “Improve Performance & Evidence It” The Fact vs. The Strategy Gap Alignment [email protected]
- 24. “Improve Performance & Evidence It” BI & Performance Management Grow Together • The Analytic Continuum: Decision Making Becomes a Core Competency [email protected]
- 25. “Improve Performance & Evidence It” Information Hierarchies Scorecards Goals Goals Goals Goals Executives Dashboards Alerts Management Reports Analysis Detailed Reports Operational Aligned Organisation [email protected]
- 26. “Improve Performance & Evidence It” One Product, One Architecture Search Office Dashboards USER Connection Event Zero Footprint Reporting Management Task-Based Interfaces Query Analysis Scorecarding SERVICES Security Presentation Query Schedule Metadata Purpose-Built Web & Burst Services Architecture DATA Open Data Access Transaction Systems Warehouses Flat, Legacy (Relational & OLAP) or Modern [email protected]
- 27. “Improve Performance & Evidence It” Reducing the Time to Value Build from Scratch Pre-packaged with Traditional BI Tools Applications Training/Roll-out Faster deployment Define Metrics Lower TCO & Dashboards Assured business value DW Design Training/Rollout Define Metrics Back-end & Dashboards Pre-built DW design, ETL and DW Design adapts to your EDW Mapping Back-end Pre-built business ETL and Mapping adapters for Core Applications Quarters or Years Weeks or Months [email protected]
- 28. “Improve Performance & Evidence It” Project Success Criteria [email protected]
- 29. “Improve Performance & Evidence It” The Impact of Project Approach Technology + Method Improvement + Training + Change Management + Reward System Realignment etc High Technology + Method Improvement Benefits From Methodology & Technology Alone Technology Technology + Poor Methods Low Adoption Time (Months) Pre CPM 6 12 18 [email protected]
- 30. “Improve Performance & Evidence It” Business Adoption: Evolution – Not Revolution Unaware Tactical Focused Strategic Pervasive Focus on specific business goals BICC in place Few users Return Investment Integrated enterprise architecture and Information development anarchy processes Investment Solution value Ends diminishes [email protected]
- 31. “Improve Performance & Evidence It” [email protected]