Performance Management and KPIs

Transcription

1 Performance Management and KPIs

2 Outline Business Performance Management (BPM) Dashboards SSAS: KPI and Dashboards 2

3 Business Performance Management (BPM) 3

4 Business Performance Management (BPM) BPM encompasses a closed-loop set of processes that link strategy to execution in order to optimize business performance, which is achieved by: Setting goals and objectives Establishing initiatives and plans to achieve those goals Monitoring actual performance against the goals and objectives Taking corrective action 4

5 Business Performance Management (BPM) A set of management and analytic processes, supported by technology, that enable businesses to define strategic goals and then measure and manage performance against those goals BPM processes include monitoring of key performance indicators linked to strategy BPM is part of the daily work of managers 5

6 Key Performance Indicators (KPIs) Some of the areas from which top management analysis may gain knowledge by using BPM may include: customer-related numbers: new customers acquired status of existing customers attrition of customers turnover generated by segments of the customers - possibly using demographic filters 6

7 Key Performance Indicators (KPIs) outstanding balances held by segments of customers and terms of payment - possibly using demographic filters collection of bad debts within customer relationships demographic analysis of individuals (potential customers) applying to become customers, and the levels of approval, rejections and pending numbers 7

8 Key Performance Indicators (KPIs) profitability of customers by demographic segments and segmentation of customers by profitability campaign management real-time dashboard on key operational metrics. Overall equipment effectiveness 8

9 BPM Applications BPM applications: 1. Budgeting, planning, and forecasting 2. Profitability modeling and optimization 3. Scorecard applications 4. Financial consolidation 5. Financial reporting 9

10 BI support for BPM BI tools commonly used for business performance management include: OLAP (online analytical processing), sometimes simply called "analytics" (based on dimensional analysis scorecarding, dashboarding and data visualization 10

11 Dashboards Dashboards provide at-a-glance views of KPIs relevant to a particular objective or business process sales, marketing, human resources, or production Dashboards give signs about a business letting you know something is wrong or something is right Example manufacturing dashboard shows KPIs related to productivity, such as number of parts manufactured, or number of failed quality inspections per hour. human resources dashboard shows KPIs related to staff recruitment, retention and composition (number of open positions), or average days or cost per recruitment 11

12 Why Dashboards? BI users consume large amounts of information in a simple, graphical view Enables management to monitor KPI company-wide Critical for driving executive support 12

13 Why Dashboards? Dashboards versus scorecards Dashboards Visual display used to monitor operational performance Scorecards Visual display used to chart progress against strategic and tactical goals and targets 13

14 Dashboards Increase Adoption 14

15 Barriers to BI Adoption Based on 675 respondents, Wayne Eckerson, Pervasive BI: Techniques and Technologies for Deploying BI on an Enterprise Scale, TDWI Research,

16 Two Types of BI Users Power Users (20%) Create lots of reports Create complex reports Create dynamic reports Casual Users (80%) Can t find the right report No single version of truth Slow response times Too complex to use 16

17 Dashboard design practices The fundamental challenge of dashboard design is to display all the required information on a single screen, clearly and without distraction, in a manner that can be assimilated quickly" (Few, 2005) What to look for in a dashboard Use of visual components (e.g., charts, performance bars, sparklines, gauges, meters, stoplights) to highlight, at a glance, the data and exceptions that require action. Transparent to the user, meaning that they require minimal training and are extremely easy to use Combine data from a variety of systems into a single, summarized, unified view of the business 17

18 Dashboard design practices Key elements to a good dashboard: 1. Simple, communicates easily 2. Minimum distractions it could cause confusion 3. Supports organize business with meaningful and useful data 4. Applies human visual perception to visual presentation of information 5. Comforting to the eye 18

19 Dashboard design practices Based on custom reports 20 elements per dashboard Click to drill into underlying report Can be refreshed anytime Data has to be there: Reports only as good as the data they are based on 19

20 Dashboard components 1. Chart Pie, Line, Vertical or Horizontal ex. Stacked or Side by Side 2. Table Sort by label or value with max values displayed ex. Leaderboard/Top Reps 3. Metric Stackable with colors ex. Compare multiple reports 4. Gauge Custom breakpoints and colors ex. Quota or Goal attainment 20

21 Common metrics in Dashboards Sales Metrics Number of prospects Number of new customers and total revenue Number of existing customers and total revenue Top 10 open opportunities Revenue target for quarter or year Top Accounts Pipeline by Stage Pipeline by Owner Exceptions - (i.e.open Opportunities despite a past close date) Bookings trends month to month Average age of closed opportunities by Sales Rep Opportunities by lead source Customer Support Metrics Number of Cases closed same day Number of Cases open/closed by agent Average number of case by type Average time to resolution Top solutions created by rep op solutions as rated in knowledge base Percentage compliance with service-level agreement Percentage of service renewals Case time open-to-resolution Marketing Metrics Number of executed campaigns Number of responses by campaign Number of opportunities won by campaign Revenue generated by campaign ROI by Campaign # of Respondents per campaign Number of new customers acquired by campaign Number of new leads by campaign Number of leads by lead source 21

22 KPI in SSAS SSAS allows for the creation of KPIs on its cubes KPI is a collection of calculations that are associated with a measure group in a cube that are used to evaluate business success. Calculations are a combination of MDX expressions or calculated members Basic information about KPI includes: the name and description of the KPI The goal is an MDX expression that evaluates to a number The actual value is an MDX expression that evaluates to a number The status and trend value are MDX expressions that evaluate to a number KPI uses graphic displays to display status and trend, e.g., Traffic light KPI defines 4 expressions for performance metrics Actual Value (-1 to 1) Goal Value Status (-1 to 1) Trend (-1 to 1) 22

23 KPI Terms used in SSAS Value The value is an MDX expression used to return the actual value of the KPI Goal The goal is an MDX expression used to specify the target value of the KPI. Status Ideal values for the status would be a max of 1 (good) to a minimum of - 1 (bad), while 0 indicates neutral status Status Indicator The status indicator is a visual element which is used to present the status of the KPI. Eg gauges, traffic lights or smileys. Trend The trend is an MDX expression that evaluates the value of a KPI across time. It can be expressed using any time based criteria. Using this, the business user will be able to determine how the KPI's value has progressed over time. Trend Indicator The trend indicator is a visual element which is used to present the trend of the KPI. 23

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25 Rebuild and from the toolbar of the KPIs tab click Browser View. In the Filter pane, select Store in the Dimension list, select State Country in the Hierarchy list. select Equal in the Operator list, and then select USA (or any of the rest countries) in the Filter Expression list 25