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Gartner BI 2013: Increasing Operational Effectiveness using SAP BusinessObjects Business Intelligence at FedEx Office


Published on - Discover how FedEx Office changed their approach to BI by creating a mobile enabled, centralized analytics environment that focused on key performance goals, … - Discover how FedEx Office changed their approach to BI by creating a mobile enabled, centralized analytics environment that focused on key performance goals, integrated coaching and reclaiming lost management time.

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  • 1. Less is MoreIncreasing OperationalEffectiveness at FedEx Officeusing SAP BusinessObjectsBusiness IntelligenceAndy Mills – Manager- Business Intelligence
  • 2. 2Who is FedEx Office?
  • 3. 3Business Intelligence at FedEx OfficeVery established reporting environment– Business Objects, SAS, People Soft, Oracle BI, Voice ofCustomer, Excel …….Every application created its own reportingConfusion on the meaning and the grainLimited data governanceNo experience in dashboards
  • 4. 4A Center Manager’s Daily ChallengeAdd pictures here of reports and print outs and spreadsheets
  • 5. 5Catalysts for Change1. New COO = New Ideas– “too much data is thebiggest issue”– “we must have coaching”– “It has to change – NOW”– “And here is my solutionwhich you can deploy in 6months”2. New Focus onOperational Effectivenessand Reporting
  • 6. 6Strategy for Operational EffectivenessTurn data into actionable insightSimplify the message – Key PerformanceIndicators (KPI)Implement what we have control overCreate a ‘One Stop Reporting Portal’Generate closed loop with coaching,training and praiseDeliver on time
  • 7. 7Build the right teamRight size the core teamEngaged Business RepresentationTechnology teamsExternal IT partnersLearning and DevelopmentChange Management
  • 8. 8Agility and Speed to Market – 6 monthsDefine KPIs and design/builddashboardsCreate the portal and securityDevelop new aggregationsTestTune the environment for dashboardsTrainDeploy
  • 9. 9
  • 10. 10Create a buzzEngage with centers and districtmanagementNews spread through informal networkCreate trailersQuickly react to feedback
  • 11. 11A Sample of Dashboards
  • 12. 12The ResultsCenter Impact–Initial disbelief at the data–Huge sustained usage – fast and stable environment–Gamification encouraging healthy competition–Individual contributors understand what’s importantBusiness Benefits–Average time saving per manager is 4 hours per week –to sell, improve quality and manage staff–Revenue to plan has improved–Easier to focus on the important issues–Less than half the cost of the original solution
  • 13. 13The FeedbackKim Dixon COO FedEx Office“I consider ICE a true game-changer for FedEx Office field operations.It provides a great visual dashboard of key metrics. With ICE, it’s easyto spot areas of strength and weakness so you can take quick actionto improve performance. This is really the next generation of reportingand managing our business.”Jeff Fedro – District Manager Plano“ICE is the ABC of reporting. It simplifies the lives of our field leadersand actually creates a one stop shop when it comes to reporting acenter, district, or regions current and past operatingperformance. Fantastic Tool!”“Freakin Awesome”
  • 14. 14The Unexpected Results Recognition for the BI team! The concept of kudos has taken off Focus on BI has increased - as has the demand fordashboards ICE is a great analytical tool too Ready made mobile solution - Blackberry, Android and iPad
  • 15. 15The FutureChange based on real feedbackAdd focus in new areas – Revenue,Financial Reporting and Voice of CustomerConvert to SAP BusinessObjects BusinessIntelligence 4.0 and HTML 5More Mobile
  • 16. 16Questions ?