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Webcast mit Nobelbiocare: Online Shop Performance aus Nutzersicht erfolgreich optimieren

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In diesem Live-Webcast spricht Herr Samuel Calan, Head of Web/CRM bei Nobel Biocare, darüber wie er es geschafft hat die Zufriedenheit der Nutzer und die Online-Performance zu steigern die Komplexität …

In diesem Live-Webcast spricht Herr Samuel Calan, Head of Web/CRM bei Nobel Biocare, darüber wie er es geschafft hat die Zufriedenheit der Nutzer und die Online-Performance zu steigern die Komplexität der Online-Anwendung (PHP, Java, .NET / SAP) zu beherrschen und die Fehleranalyse und die MTTR um das Vierfache zu verkürzen.

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  • Title Slide – App Monitoring
  • Depending on the audience you want to show or hide some of the following slides
  • Level 0: ReactiveLevel 1: AwareLevel 2: EffectiveLevel 3: OptimizedLevel 4: Pervasive
  • Transcript

    • 1. Samuel Calan Head of Web/CRM Nobel Biocare Christian Grimm Senior Solution Consultant Compuware APM 1
    • 2. Opinion Leader are saying … 2
    • 3. Opinion Leader are saying … 3
    • 4. Opinion Leader are saying … 4
    • 5. Opinion Leader are saying … 5
    • 6. Opinion Leader are saying … 6
    • 7. It´s about survival … 156 / 80 8 / 10 1 7
    • 8. It´s about survival … 156 / 80 8 / 10 1 8 … must optimize app functionality on 156 different devices to support 80% of the market
    • 9. It´s about survival … 156 / 80 8 / 10 1 9 … must optimize app functionality on 156 different devices to support 80% of the market … 8 of 10 $ - IT spend … 2 of 10 $ - Innovation spend „DEAD MONEY“
    • 10. It´s about survival … 156 / 80 8 / 10 1 10 … must optimize app functionality on 156 different devices to support 80% of the market … 8 of 10 $ - IT spend … 2 of 10 $ - Innovation spend „DEAD MONEY“ … 1 Mio $ spend  1% performance increase
    • 11. It´s about survival … Complexity 156 / 80 8 / 10 1 11 … must optimize app functionality on 156 different devices to support 80% of the market … 8 of 10 $ - IT spend … 2 of 10 $ - Innovation spend „DEAD MONEY“ … 1 Mio $ spend  1% performance increase
    • 12. It´s about survival … Complexity Innovation 156 / 80 8 / 10 1 12 … must optimize app functionality on 156 different devices to support 80% of the market … 8 of 10 $ - IT spend … 2 of 10 $ - Innovation spend „DEAD MONEY“ … 1 Mio $ spend  1% performance increase
    • 13. It´s about survival … Complexity Innovation Guess Work 13 156 / 80 8 / 10 1 … must optimize app functionality on 156 different devices to support 80% of the market … 8 of 10 $ - IT spend … 2 of 10 $ - Innovation spend „DEAD MONEY“ … 1 Mio $ spend  1% performance increase
    • 14. Increasing Complexity & Expectations 14 Time
    • 15. Increasing Complexity & Expectations 15 Time
    • 16. Increasing Complexity & Expectations 16 Time
    • 17. Increasing Complexity & Expectations 17 Time
    • 18. Decreasing Visibility & Control … 18 Time
    • 19. Decreasing Visibility & Control … 19 Time
    • 20. Decreasing Visibility & Control … 20 Time
    • 21. Decreasing Visibility & Control … 21 Time
    • 22. Visibility Gap 22 Time
    • 23. Visibility Gap • 23 App Speed / Delivery Time
    • 24. Visibility Gap • • 24 App Speed / Innovation Delivery Time
    • 25. Visibility Gap • • • 25 App Speed / Innovation Delivery Indentify / Prioritize Time
    • 26. Too much guesswork • • • 26 App Speed / Innovation Delivery Indentify / Prioritize Time
    • 27. Too much guesswork • • • 27 App Speed / Innovation Delivery Indentify / Prioritize Time
    • 28. Too much guesswork • • • 28 App Speed / Innovation Delivery Indentify / Prioritize Time
    • 29. Too much guesswork • • • 29 App Speed / Innovation Delivery Indentify / Prioritize Time
    • 30. Throwing money does not work … • • • App Speed / Innovation Delivery Indentify / Prioritize $/€ 30 Time
    • 31. Throwing money does not work … • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 31 Time
    • 32. Closing the Visibility Gap • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 32 Time
    • 33. Closing the Visibility Gap • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 33 Time
    • 34. Stay ahead of complexity …. • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 34 Time
    • 35. What if you could …. • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 35 Time
    • 36. Close Visibility Gap for good • • • App Speed / Innovation Delivery Indentify / Prioritize ? $/€ 36 Time
    • 37. The “War Room” – back then 'Houston, we have a problem‘ NASA Mission Control Center, Apollo 13, 1970 37
    • 38. Warum APM? Zufriedene Anwender 38
    • 39. Warum APM? Zufriedene Anwender Ich brauche Verfügbarkeit! 39
    • 40. Warum APM? Zufriedene Anwender Ich brauche Verfügbarkeit! 40 Ich mag keine Fehler!
    • 41. Warum APM? Zufriedene Anwender Ich brauche Verfügbarkeit! 41 Ich mag keine Fehler! Ich brauche schnelle Antwortzeiten!
    • 42. Warum APM? Den Anwendern voraus Zufriedene Anwender Ich brauche Verfügbarkeit! 42 Ich mag keine Fehler! Ich brauche schnelle Antwortzeiten! Houston, we have a problem!
    • 43. Warum APM? Den Anwendern voraus Zufriedene Anwender Ich brauche Verfügbarkeit! Ich mag keine Fehler! Schnelle Problem-Identifikation Erkennen und beheben 43 Ich brauche schnelle Antwortzeiten! Houston, we have a problem!
    • 44. Warum APM? Den Anwendern voraus Zufriedene Anwender Ich brauche Verfügbarkeit! Ich mag keine Fehler! Ich brauche schnelle Antwortzeiten! Houston, we have a problem! Schnelle Problem-Identifikation Optimale ResourcenAuslastung Erkennen und beheben 44 Gezielte Nutzung von Resourcen
    • 45. Warum APM? 45
    • 46. Warum APM? Production Business 46 Test/QA Architecture Development
    • 47. Rich Client LAN / WAN Internet Browser Client Mobile Client End to End 47 ESB Synthetic Client
    • 48. DATA CENTER #1 DATA CENTER #2 Synthetic Client Java Server Java Server Rich Client LAN / WAN Database .NET Server Mainframe ESB .NET Server Internet Browser Client Web Server PHP Java Server Mobile Client End to End 48
    • 49. 3rd Party Ext. Services DATA CENTER #1 DATA CENTER #2 Synthetic Client Java Server Java Server Rich Client LAN / WAN Database .NET Server Mainframe ESB .NET Server Internet Browser Client Web Server PHP Java Server Mobile Client End to End 49
    • 50. 3rd Party Ext. Services DATA CENTER #1 DATA CENTER #2 Synthetic Client Java Server Java Server Rich Client LAN / WAN Database .NET Server Mainframe ESB .NET Server Internet Browser Client Web Server PHP Java Server Mobile Client End to End 50
    • 51. 3rd Party Ext. Services DATA CENTER #1 DATA CENTER #2 Synthetic Client Java Server Java Server Rich Client LAN / WAN Database .NET Server Mainframe ESB .NET Server Internet Browser Client Web Server Mobile Client End-to-End Transaction Execution Path • Across tiers • Remoting • External services • Java, .Net, PHP, Mainframe • Code-level depth 51 Contextual Transaction Information • Method arguments • SQL bind variables • Synchronization • Exceptions • Log Entries PHP Java Server
    • 52. 3rd Party Ext. Services DATA CENTER #1 DATA CENTER #2 Synthetic Client Java Server Java Server Rich Client LAN / WAN Database .NET Server Mainframe ESB .NET Server Internet Browser Client Web Server PHP Java Server Mobile Client End-to-End Transaction Execution Path • Across tiers • Remoting • External services • Java, .Net, PHP, Mainframe • Code-level depth 52 Contextual Transaction Information • Method arguments • SQL bind variables • Synchronization • Exceptions • Log Entries + Infrastructure Monitoring • Traditional component metrics CPU, Memory, Disk, Network etc. • Garbage collection • Memory / Thread dumps
    • 53. 3rd Party Ext. Services DATA CENTER #1 DATA CENTER #2 Synthetic Client .NET Server Java Server Java Server .NET Server Mainframe ESB Rich Client Database LAN / WAN Internet Browser Client Web Server PHP Java Server Mobile Client End-to-End Transaction Execution Path • Across tiers • Remoting • External services • Java, .Net, PHP, Mainframe • Code-level depth 53 Contextual Transaction Information • Method arguments • SQL bind variables • Synchronization • Exceptions • Log Entries + Infrastructure Monitoring • Traditional component metrics CPU, Memory, Disk, Network etc. • Garbage collection • Memory / Thread dumps = Session • Contains all performance data (PurePath and PureStack) • Realtime analysis (Online session) • Offline analysis (Exported sessions)
    • 54. TOP PROBLEM PATTERNS • Focus on Web and PHP • Blog: Top 8 Performance Land Mines 54
    • 55. Skaliert Ihre Anwendung? Antwortzeiten Transaktionen Resourcen 55
    • 56. Skaliert Ihre Anwendung? Antwortzeiten Transaktionen Resourcen 56
    • 57. Skaliert Ihre Anwendung? Antwortzeiten Transaktionen Resourcen 57
    • 58. Skaliert Ihre Anwendung? Antwortzeiten Transaktionen Resourcen 58
    • 59. Skaliert Ihre Anwendung? Antwortzeiten Transaktionen Resourcen 59
    • 60. Top Problem Patterns: Does this sound familiar? • Resource Pool Exhaustion – Misconfiguration or failed deployment, e.g: default config from dev – Actual resource leak -> can be identified with Unit/Integration Tests 60
    • 61. Top Problem Pattern: Oversized Pages • Not following WPO (Web Performance Optimization Rules) – Non optimized content, e.g: compression, merging, … – Educate developers and automate WPO checks 61
    • 62. Top Problem Pattern: Oversized Pages • Not following WPO (Web Performance Optimization Rules) – Non optimized content, e.g: compression, merging, … – Educate developers and automate WPO checks 17! JS Files – 1.7MB in Size 62
    • 63. Top Problem Pattern: Oversized Pages • Not following WPO (Web Performance Optimization Rules) – Non optimized content, e.g: compression, merging, … – Educate developers and automate WPO checks 17! JS Files – 1.7MB in Size Useless Information! Even might be a security risk! 63
    • 64. Top Problem Pattern: 3rd Party Content • Slow or failing 3rd party content – Impacts page load time; Ops is required to monitor 3rd party services – Educate devs to optimize loading; Educate test to include 3rd party testing 64
    • 65. Top Problem Pattern: 3rd Party Content • Slow or failing 3rd party content – Impacts page load time; Ops is required to monitor 3rd party services – Educate devs to optimize loading; Educate test to include 3rd party testing 65
    • 66. How Nobel Biocare understands and improves the Customer Experience through Compuware Samuel Calan Head of Web Nobel Biocare Management AG November 2013
    • 67. About Nobel Biocare: Who we are Nobel Biocare is a highly focused and specialized leader in the market of implant-based dental restorations. We are driven by a passion to improve patients’ lives by providing the superior products and services that dental professionals need to perform top-quality restorative treatments for all patients, across the globe. We are committed to creating value for our shareholders through profitable and sustainable growth. Nobel Biocare is listed at the SIX Swiss Exchange and included in the Swiss Leader Index (SLI). 23
    • 68. About Nobel Biocare: What we do Prosthetic framework NobelProcera provides a full range of CAD/CAMbased individualized dental prosthetics for every indication, from a single tooth to edentulous jaws, on natural teeth and implants. Abutment We provide a full range of CAD/CAMbased individualized and standard temporary and final abutments. Dental implant We offer an extensive assortment of dental implants for all indications, bone types and surgical protocols, to satisfy every user experience level and selected treatment concept. Broad choice of materials NobelProcera prosthetics are produced from biocompatible acrylic, alumina, zirconia, IPS e.max®, titanium and cobalt chromium – for optimal esthetics, strength and fit. Prosthetic screw We offer a comprehensive range of screw- and cement-retained solutions, to suit all patient needs. Implant design Our implant portfolio includes a variety of body shapes, connections and a proprietary implant surface – for optimal treatment flexibility, osseointegration and soft tissue health. 24
    • 69. Nobel Biocare today: Global manufacturing Our global operations ensure an uncompromised quality and delivery all around the world. Québec, Canada Zurich, Switzerland Global & EMEA headquarters Gothenburg, Sweden Production standardized products Production individualized NobelProcera products Innovation center Distribution center Direct sales Indirect sales Karlskoga, Sweden Mahwah, USA Stockholm, Sweden Tokyo, Japan Tel Aviv, Israel Yorba Linda, USA North America headquarters Belfeld, Netherlands Mechelen, Belgium Hong Kong, China Asia Pacific headquarters 25
    • 70. Online Store Channel “Initiative to connect with our customers and provide them a convenient way for ordering our products”  Efficiency channel  Seeing pictures and reading product description  Cross-Selling other products and provide more customer related services  Global: Available in different continents (Americas, EMEA, APAC) with several languages.  PHP Technology (Magento eCommerce)  Integrated with SAP (Products, Orders, etc.)  External Agency & In-house development 26
    • 71. dynaTrace for Nobel Biocare Justification for need:  Global Presence: Insight of what our customers are doing on the platform  Customer Facing platform with integration into ERP System  Having one monitoring system over the whole web environment  Integrated into the full life cycle of NB  Minimum overhead  Early Access Program (EAP) with dynaTrace PHP • Faced some struggle in the beginning but got clarified 27
    • 72. Who are our customers? 28
    • 73. Who are our customers? 28
    • 74. Who are our customers? 28
    • 75. Who are our customers? 28
    • 76. Who are our customers? 28
    • 77. Who are our customers? 28
    • 78. How does a customer behave in an exceptional case?    Notifications Error Messages Phone Calls 29
    • 79. What prevents customers to perform a checkout? 30
    • 80. Performance is key – Visitor Loss 31
    • 81. Performance Key Functionality Login Server-Side: Avg. 0.5s User-Side: Avg. 13.1s Add to Cart Server-Side: Avg. 0.3s User-Side: Avg. 5.8s Checkout Server-Side: 1.5s User-Side: 14.8s Search Server-Side: 3.4s User-Side: 7.1s Lorem Ipsum, 4 November, 2008 32
    • 82. Performance of Checkout 3 of 75 customers did not buy even by entering the checkout page Reason: Slow Performance! Avg. 15.8s 307 Visitors ➡ Action: 1-Step checkout instead of 5-Step checkout 33
    • 83. Introducing Quick Checkout 34
    • 84. Introducing Quick Checkout 34
    • 85. Browser Errors & Bad Latency xyz@omscmn.com Corrective Action #1: • Solve Browser Errors Corrective Action #2: • Introduce Content Delivery Network (CDN) 35
    • 86. Slow Network Corrective Action #1: • Solve Browser Errors Corrective Action #2: • Introduce Content Delivery Network (CDN) 36
    • 87. Mobile Use xxx@gmail.com Mobile Visitors 10% Corrective Action #1: • Optimize the Store for Mobile Users Corrective Action #2: • Improve integration to other systems such as 90% SAP & Payment Gateway Mobile Desktop 37
    • 88. Online Academy    ~15 Local Store Managers Learning Online Marketing Using dynaTrace to understand how the customers behave  Next steps are to generate reports out from Dashboards 38
    • 89. 39
    • 90. 39
    • 91. Benefit for Engineers  Root Cause Finding has been increased by about 4 times  Getting all the information they need packaged  In most of the cases no need to reproduce  No finger pointing anymore  Based on facts 40
    • 92. Next Step: Proactive at Customer Service Proactive Customer Care • Dashboards • • • Inform Responsible Parties Being proactive vs. active Customer Service can: • Trace issues • Export a session in order to further analyze the problem • Reports to Business Responsible 41
    • 93. Q&A Samuel Calan, Head of Web/CRM Christian Grimm, Senior Solution Consultant samuel.calan@nobelbiocare.com Web: http://www.nobelbiocare.com christian.grimm@compuware.com Web: http://www.compuware.com/apm Community: https://apmcommunity.compuware.com Blog: http://apmblog.compuware.com/ Twitter: http://twitter.com/#!/CompuwareAPM Free Download – Analysten Report: Research in Action Vendor Selection Matrix Report 93 http://cpwr.it/qYmjm
    • 94. 94 © 2011 Compuware Corporation — All Rights Reserved