chris coan the strategically aligned performance management solution
DESCRIPTION
Chris Coan Performant Public ServicesTRANSCRIPT
“Improve Performance & Evidence It”
5 Drivers For Performance Management
• To speed up and improve the organisations decision making ability
• To respond to user needs for data on a timely basis
• To better align with and track against corporate strategy and objectives
• To move users toward a self-service model of information delivery
• To decrease business costs and improve operational efficiency
0 20 40 60 80
27.2
35.5
42.9
45.8
71.1
27
33.9
47.1
45.7
73
% of Respondents
Last Year % This Year %
“Improve Performance & Evidence It”
Dashboards
Detailed Reports
Scorecards
GoalsGoals GoalsGoals
GoalsGoals GoalsGoals
Reports
ExecutivesExecutives
ManagementManagement
OperationalOperational
Mis-aligned Organisation
Information Hierarchies
Executive Isolated From Organisation
Break Between Operational & Management
“Improve Performance & Evidence It”
Performance Management Challenges
BUSINESS
• Lack visibility and insight into performance, processes, and customers
• Poor alignment of decisions and actions at all levels with strategy and goals
• Lack single, consistent view of information
• Time wasted gathering data to manage and report
IT
• Backlog of report requests and need to provide self-service access to intelligence
• Resource constraints inhibit ability to broaden BI deployment to meet demand
• Complex IT environments –disparate data, applications, and integration challenges
• Push to reduce costs and standardize tools
“Improve Performance & Evidence It”
Which version of Truth ?
• Delayed, inaccurate reporting• Conflicting, departmentally-biased results
ClientData
Marketing Operations FinanceCustomer
Analyses, ReportsExecutives
IT
OperationsData 1
FinanceData N
FinanceData 1
OperationsData N
DataWarehouse
ProductData
Cross-functional analysis only by ITSub-optimal enterprise performance
“Improve Performance & Evidence It”
Business Driven information Demand
How do I proactively manage risks of my receivables portfolio?How do I proactively manage risks of my receivables portfolio?
How does supplier performance impact customer satisfaction and revenue?How does supplier performance impact customer satisfaction and revenue?
Serv
ice
Customers
Pro
du
ct
Mar
keti
ng
Dis
trib
uti
on
Fin
ance
HR
/Wo
rkfo
rce
Op
erat
ion
s
Pro
cure
men
t
Customers
Customers
Suppliers
Suppliers
Suppliers
How does call centre agent tenure, training, & compensation affect How does call centre agent tenure, training, & compensation affect efficiency and service performance?
“Improve Performance & Evidence It”
The product & services knowledge/assets
License an ETL tool to move data from operational systemsto this DW
License interactive user access tools
License/create information delivery tools
Research/understand analytic needs of each user community
Set up user security & visibility rules
Perform QA & performance testing
Manage on-going changes/upgrades
Develop detailed understanding of operational data sources
Build ETL programs for every data source
Build analytics for each audience
Design a data warehouse by subject area
License an ETL tool to move data from operational systemsto this DW
License interactive user access tools
License/create information delivery tools
These steps require multiple different BI and
DW technology INVESTMENTS
Develop detailed understanding of operational data sources
Build ETL programs for every data source
Build analytics for each audience
Design a data warehouse by subject area
These steps require IT or BI staff resources with
specialized SKILLS
These steps take TIMEto understand and perfect
as knowledge of best
practices is learned
Research/understand analytic needs of each user community
Set up user security & visibility rules
Perform QA & performance testing
Manage on-going changes/upgrades
“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
Strategy disconnected from operations
Decisions made without context
Information locked in silos
Misaligned action across organization
Strategy
Execution
“Improve Performance & Evidence It”
What are the Financial business drivers
Business Function Receivables
Role Director, Credits & Collections
Objectives
– Maximize cash flow
– Control risk of receivables portfolio
Target collectionefforts to reduceoverdue balances
Drill tooverdue invoice detail
Who are the customersand collectors?
How long is theunderlying overduebalance pending?
Is overdue balancestrending up?
Is DSO on target?
Maximize cash flow
Drill to duebalances by region
What is the aging ofdue balances?
Are payment termsin compliance?
Is DPO on target?
Business Objectives/
Issues
GainInsights
TakeAction
“Improve Performance & Evidence It”
Packaged Performance ManagementIntegrates 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
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
Delivers Personalized Performance Dashboards for Everyone
Pre-built dashboards, reports, and alerts by business function and role
BI Applications Warehouse
Serv
ice
Serv
ice
Sale
sSa
les
Mar
keti
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Mar
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Dis
trib
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Dis
trib
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on
Fin
ance
Fin
ance
HR
HR
Op
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sO
per
atio
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Pro
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ent
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3
1 32
“Improve Performance & Evidence It”
Architectural Components
User Roles, PreferencesSimplified ViewLogical SQL Interface
PRESENTATION LAYER
DimensionsHierarchiesMeasuresCalculationsAggregation RulesTime Series
SEMANTIC OBJECT LAYER
PHYSICAL LAYER
Map Physical DataConnectionsSchema
Role-Based Views of the Information Relevant to the User
Consistent Definition of Business Measures, Metrics, Calculations
Model Once, Deploy Everywhere
Across Any Data Sources
“Improve Performance & Evidence It”
Data warehouse design
Data mapping & transformation from multiple applications
Analytic models, KPIs, metrics
Much more…
DASHBOARDS
“Visible”
“PLUMBING”
“Under the Surface”
Significant time, resources and expertise required
COMPLETE BI SOLUTIONS ARE MUCH MORE THAN JUST DASHBOARDS
“Improve Performance & Evidence It”
Challenges @ all levels
BUSINESS AREAInformation access by business area;• Tenancy• Asset Management• Compliance• Repairs• Developments
TECHNICAL• Integrity• Integration• Automation• Auditable• Traceable• Security
OPERATIONAL• Information Aggregation
• Drill to Detail• Time-based analysis• Financial comparatives• User Self service
EXECUTIVE• Regulator/s .. TSA, HCA• Executives• Mgmt functions• Finance• Operational staff• Tenant
“Improve Performance & Evidence It”
ReportsWebI
Reports Consolidated Housing Ops Report
Budget & Cost Reports
Stock Condition Reports
Developments Reports
Customer Sat Report
Safety Report
HR Reports
Executive Report Pack
ReportsStatic
Reports
ReportsStatic
Reports
Housing Ops Report 2
The current data management scenario
Operational Universe
Housing Extracts
Excel Extracts
Access Store
Cost Extracts
Asset Extracts
Developments Extracts
Tennant Sat Extracts
CC Extracts
Northgate Housing – Op
Co 1
ANO Housing App – Op Co 2
Finance
Asset Condition
Tennant Sat
Payroll & HR
Contact Centre
Safety & Compliance
Developments
“Improve Performance & Evidence It”
Extract & TransformExtract & TransformExtract & TransformExtract & Transform
Data IntegrationData IntegrationData IntegrationData Integration
AdAd--Hoc ReportingHoc ReportingAdAd--Hoc ReportingHoc Reporting
Management InformationManagement InformationManagement InformationManagement Information
Tenancy & VoidsTenancy & VoidsTenancy & VoidsTenancy & Voids
Repairs & MaintenanceRepairs & MaintenanceRepairs & MaintenanceRepairs & Maintenance
Commercial Commercial DevelopmentsDevelopments
Commercial Commercial DevelopmentsDevelopments
Budgeting & Budgeting & PlanningPlanning
Budgeting & Budgeting & PlanningPlanning
Executive ScorecardExecutive ScorecardExecutive ScorecardExecutive Scorecard
Dashboards
Reports
Analysis
Alerts
Dashboard Examples:• Group Repair Performance• Repairs Vs. Tennant Feedback• Repairs Completed Vs. Time• Repairs Completed Vs. Priority
Key Reports Examples:• Repair Cost Vs. Contractor• Repair Cost Vs. Priority• Repair Cost Vs. SOR• Asset Vs. Performance
Analysis Examples:• Repair Cost Vs. Contractor• Repair Cost Vs. Priority• Repairs Completed Vs. SOR• Asset Vs. Performance
Alerts Examples:• P1 Repairs Above Threshold• Asset Utilisation 100%• CP12 Required• Overspend on P4 Repairs
ScorecardGoal Examples:• Achieve 98% Tenant Sat• Reduce Repair Completion Time• Reduce SOR 2%• 95% Decent Home Compliance
GoalsGoals GoalsGoals
GoalsGoals GoalsGoals
Housing Housing OpsOps
FinanceFinanceAsset Asset
ConditionConditionTennant Tennant
SatSatPayroll & Payroll &
HR HR Contact Contact Centre Centre
Dec
en
t D
ece
nt
Ho
mes
Ho
mes
Dec
en
t D
ece
nt
Ho
mes
Ho
mes
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ecti
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Cyc
lical
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lical
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Res
po
nsi
ve
Res
po
nsi
ve
Rep
airs
Rep
airs
Res
po
nsi
ve
Res
po
nsi
ve
Rep
airs
Rep
airs
Income & Income & ExpenditureExpenditure
Income & Income & ExpenditureExpenditure
“Improve Performance & Evidence It”
Packaged Performance Management1 Pre-built warehouse with star-
schemas designed for analysis and reporting
3 Pre-mapped metadata defining real-time access to analytical and operational sources, best practice calculations, and metrics
2 4 A “best practice” library of over 150pre-built role-based intelligence dashboards, reports and alerts
Presentation layerLogical business
modelPhysical sources
Pre-built ETL to extract data from over n,000 operational tables and load it into the DW, sourced from core operational apps
And More
“Improve Performance & Evidence It”
Income & Expenditure Data Process
BI Application BI Application ServerServer
Data Sources Data Sources required for reportingrequired for reporting
Extract, Transform Extract, Transform & Load& Load
BI Deployment BI Deployment ToolsTools
EnterpriseEnterpriseData WarehouseData Warehouse
Polling & Polling & Archive processArchive process
Business Unit
BI Application BI Application ServerServer
Data Sources Data Sources required for reportingrequired for reporting
Extract, Transform Extract, Transform & Load& Load
BI Deployment BI Deployment ToolsTools
EnterpriseEnterpriseData WarehouseData Warehouse
Polling & Polling & Archive processArchive process
BI Application Server cold
backup
Dashboard
Reporting Suites
BI Application
Account
Auditing
Cost Centre
General LedgerJournal
Time
Budgeting & Planning
Feed
Finance
HR & Payroll
“Improve Performance & Evidence It”
Income & Expenditure Data Model
TimeTimeFiscal Year
QuarterPeriodWeek
Posting TypePosting TypeTypeTask
StatusPriority
FACTS (Samples of)No of Operatives, Repairs and Properties
Void cost and durationTotal Budget
Actual vs SOR CostsDuration of Repair
Customer Satisfaction ScoreTotal Complaints
Total Cancelled Work OrdersTotal Duplicate Work Orders (Property/ Month)
FACTS (Samples of)No of Operatives, Repairs and Properties
Void cost and durationTotal Budget
Actual vs SOR CostsDuration of Repair
Customer Satisfaction ScoreTotal Complaints
Total Cancelled Work OrdersTotal Duplicate Work Orders (Property/ Month)
P&L BalanceP&L BalanceFormatGroup
CategoryNominal
SupplierSupplierSupplier Group
Supplier
RegionsRegionsWardAreaPatch
Scheme
Cost StructureCost StructureGroup
CategorySub CategoryCost Centre
Customer Customer
“Improve Performance & Evidence It”
Income & Expenditure Report Examples
Bank Reconciliation - Journal DetailIncome 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 CentrePhased 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
“Improve Performance & Evidence It”
Tenancy & VoidsTenancy & Voids
Data Warehouse Infrastructure
Data CleansingData Cleansing
Extract
Load
Data QualityData Quality
Data TransformationData Transformation
DataData
IntegrationIntegration
DataData
IntegrationIntegration
DataData
WarehouseWarehouse
DataData
WarehouseWarehouse
BusinessBusiness
IntelligenceIntelligence
BusinessBusiness
IntelligenceIntelligence
InformationInformation
DistributionDistribution
InformationInformation
DistributionDistribution
Push
Push / Pull
InternalInternalInternalInternal
InternalInternalInternalInternal
ExternalExternalExternalExternal
Multiple DataMultiple Data
SourcesSources
Multiple DataMultiple Data
SourcesSources
Repairs & Repairs &
MaintenanceMaintenance
Income & Income &
ExpenditureExpenditure
OLAPOLAPOLAPOLAP
Housing OpsHousing Ops
FinanceFinance
Contact Contact
CentreCentre
Tenant SatTenant Sat
Asset ConditionAsset Condition
Payroll & HRPayroll & HRCommercialCommercial
DevelopmentsDevelopments
“Improve Performance & Evidence It”
BI & Performance Management Grow Together
• The Analytic Continuum: Decision Making Becomes a Core Competency
“Improve Performance & Evidence It”
Dashboards
Detailed Reports
Analysis
Alerts
Scorecards
GoalsGoals GoalsGoals
GoalsGoals GoalsGoals
Reports
ExecutivesExecutives
ManagementManagement
OperationalOperational
Aligned Organisation
Information Hierarchies
“Improve Performance & Evidence It”
One Product, One Architecture
USER
Purpose-Built WebServices Architecture
SERVICES
Zero Footprint Task-Based Interfaces
Open Data AccessDATA
Warehouses Warehouses (Relational & OLAP)(Relational & OLAP)
Transaction SystemsTransaction Systems Flat, Legacy Flat, Legacy or Modernor Modern
SecuritySecurity PresentationPresentation QueryQuery ScheduleSchedule& Burst& Burst
MetadataMetadata
ReportingReporting
AnalysisAnalysisScorecardingScorecarding
DashboardsDashboardsSearchSearch
Event Event ManagementManagement
Office Office ConnectionConnection
QueryQuery
“Improve Performance & Evidence It”
Reducing the Time to Value
Pre-built DW design, adapts to your EDW
Build from Scratchwith Traditional BI Tools
Pre-packagedApplications
Weeks or Months
Back-end ETL and
Mapping
DW Design
Define Metrics& Dashboards
Back-end ETL andMapping
DW Design
Define Metrics& Dashboards
Training/Roll-out
Training/Rollout
Quarters or Years
Pre-built business adapters for Core Applications
Faster deploymentLower TCOAssured business value
“Improve Performance & Evidence It”
The Impact of Project Approach
Low
High
Benefits From
Methodology &
Technology
Adoption Time (Months)
Pre CPM 6 12 18
Technology Alone
Technology
+ Method Improvement
Technology
+ Method Improvement
+ Training
+ Change Management
+ Reward System
Realignment etc
Technology
+ Poor Methods
“Improve Performance & Evidence It”
Business Adoption: Evolution – Not Revolution
Unaware
Information anarchy
Tactical
Few users
Focused
Focus on specific
business goals BICC in place
Strategic Pervasive
Integrated enterprise
architecture and development
processes
Inve
stm
ent
Investment Ends
Solution value diminishes
Ret
urn
