BI基础培训_20100314.ppt

* * * So, the focus today is on actions vs. objectives.. In past years, service companies bought analytics tools to tell them what the value of each of their predefined metrics was (e.g. Average Handle Time, Resolution Days etc.) - they had objectives for each of these metrics (e.g. AHT less that 1 minute) and were managing to objectives. Today, they are looking for applications (not tools) that will not just tell them what the value of a variable is, but analyze every aspect of that variable and lead them to the right action they must take in order to fix the problem. (including navigating to another application if necessary, triggering a workflow etc.) * * * Let’s take a closer look at analytics users and their respective needs. When looking at each of the users within a financial services organization, it is really important to look at each user type and what they are expecting from an analytical solution. As you can see in the graphic, the blue arrow indicates an increased need for detailed analytics as you proceed downward, while moving upward signifies the need for a larger overview picture. This provides a useful definition for each user type: The Executives at the top of the diagram are the user group which has the broadest requirements from analytics. They want a complete view of the internal operations and external competitive factors, all consolidated into a concise set of metrics organized around their key performance indicators, or KPIs, at the corporate level. These need to be closely correlated with the overall corporate objectives. For example, a CEO can monitor all the key revenue, profitability, customer satisfaction, and productivity metrics through an easy-to-use dashboard. The second user group, management, is focused around the key performance indicators for a line of business or region. This group seeks to tie the corporate goals to individual employee goals and monitor the results through the use of analytics. An example would be