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Why Business Intelligence Projects Fail -- And What To Do About It


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How to avoid the common problems that plague Business Intelligence projects

How to avoid the common problems that plague Business Intelligence projects

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  • 1. WHY BUSINESS INTELLIGENCE PROJECTS FAIL And What To Do About It Timo Elliott, Senior Director Strategic Marketing
  • 2. INTRODUCTION It’s not only about knowing how to climb… You also have to know how not to fall off
  • 3. BI Improves Business Performance Source: Intelligent Enterprise Survey, 2008
  • 4. Barriers to Deployment Integration Ease of use No clear ROI Data quality Cost of licenses Cost of training
  • 5. IT Underestimates User Difficulties… Just the right amount of Difficult to find information information is available 60% 60% 55% 50% 50% 40% 40% 32% 30% 30% 24% 22% 20% 20% 10% 10% 0% 0% Executives IT Executives IT (credibility) gap Base: 406 U.S. IT Executives, 675 Business Executives Source: BusinessWeek Research Services
  • 6. …And Underestimates Value Of BI To The Business The percentage of business users seeing the business impact as significant is 15% higher than the percentage of IT professionals saying the impact on company performance has been significant How successful do you consider How much has BI contributed to your BI deployment? your company’s performance? 80% 80% 70% 70% 60% 60% 50% Business 50% 40% gap 40% 30% 30% 20% 20% 10% 10% 0% 0% Failure Moderately Very Not at All Somewhat Significantly Successful Successful Source: Successful Business Intelligence, Cindi Howson
  • 7. Timo’s Law of BI “Executives will ALWAYS be dissatisfied with their information systems”
  • 8. 1. Changing the Business 2. People, Not Technology 3. Process, Not Project 4. Value, Not Cost 5. Insight, Not Data 6. Pragmatism, Not Rigid Process
  • 10. Aim High Not “implement software” Not “keep the business happy” Aim to transform the way the business works Paint the vision
  • 11. “Follow the Money” Track information to its final destination in any system Why is it being used What might change as a result
  • 12. Aim For 100% Deployment Target all uses and users “To be successful with BI, you need to be thinking about deploying it to 100% of your employees as well as beyond organizational boundaries to customers and suppliers” — Cindi Howson 60% 50% 40% Perceived Potential 30% Current % 20% 10% 0% Failure Moderately Very Successful Successful Source: Successful Business Intelligence, Cindi Howson
  • 14. People Skills Make or Break BI Projects Investment Historical Determinant of 75% of success determined Success by things OTHER than data People 2% 20% and technology Process 2% 15% Organization 2% 10% Culture 1% 20% Leadership 1% 10% Data 10% 15% Technology 82% 10%
  • 15. IT / Business Relationship Business Person Archetype IT Professional Archetype Extrovert Introvert Sociable Solitary Freewheeling Methodical, systematic, disciplined Risk-taking Risk-averse Prefers face-to-face meeting Minimal face-to-face communication, email and instant messaging is fine Trust and respect
  • 16. Tough Love “I tried being reasonable — I didn’t like it” Dirty Harry
  • 17. Choose Your Users Carefully
  • 18. User Adoption 8%
  • 19. User Adoption
  • 20. Common User Adoption Issues Training for IT Training on data “Even if an Continued training application is intuitive enough to Best practice be usable without instruction, any Culture related process or culture changes Expectation setting should be driven Ease of use home with at least a quick tutorial.” “What dooms IT projects” August 31, 2005
  • 21. Congratulations! You’re in Marketing! Evangelize  Promote early, promote often  Name the system  Findsuccesses, keep explaining the value  Highly visible dashboards  Internal seminars  Newsletters  Trophies for best projects
  • 22. Evangelizing
  • 23. Evangelizing
  • 24. Evangelizing
  • 25. Stories Are Good For Business
  • 26. γνῶθι σεαυτόν Know Thyself
  • 27. Information Culture
  • 28. Information Culture
  • 29. Information Culture 90% 80% 70% 60% Gut-Feel 50% Fact-Based 40% 30% 20% 10% 0% Failure Moderately Very Successful Successful Source: Successful Business Intelligence — Cindi Howson
  • 30. Process, Not Project
  • 31. BI is Designed for Change START FINISH
  • 32. BI Methodology IT Business
  • 33. Align With Business Processes Triage Patient Status Nurse Exam Patient Patient Assessment and Room Indicator Arrives Registration and Entry Assigned Changed Physician Physician Labs and/or Lab Report(s) Physician Examines Note X-rays are Returned via Consults with Patient Created Ordered EDIM Patient Patient Discharge Physician Note Prescription(s) Patient Referred for Instructions Completed Written Discharged Follow-up Care Created Electronic History File EDIM Reports Patient Chart is Created/ Leaves ED is Completed Created Printed
  • 34. Applications
  • 35. Applications
  • 36. BI Competency Center Leadership skills Link to corporate strategy Alter processes Prioritize and set expectations Analysis skills Relationship skills Gather requirements Summarize and analyze Evangelize Discover and explore Monitor satisfaction Identify data Interpret results Extract data Develop alternatives Validate data Engineering skills Store, maintain, integrate data Implement changes
  • 37. Incentives and Value Tragedy of the commons Internal pricing
  • 38. BICC Report Card Active usage Satisfaction New requests Standard reports Applications Service Time
  • 40. What’s the ROI? BI ROI
  • 41. ROI is Hard to Know in Advance “One of the key contributors to poor IT investment performance is an unbalanced approach taken by executives at the project approval stage. Too often, the overriding emphasis is on quick payback or demands for the return on investment (ROI) to be demonstrated in financial terms.” Gartnr, “Total Value of Opportunity — The Real Measure for BI”
  • 42. Business People Have Short Memories
  • 43. BI is Becoming Mission-Critical
  • 44. Finding Value 4% Technology- related benefits 54% 42% Business process Productivity- enhancements related benefits Previous projects
  • 45. Finding Value Doing things FASTER
  • 46. Finding Value Minimizing RISK
  • 47. Align With the Goals Of the Organization Link BI goals to what executives care about Source: Accenture
  • 48. Sales Techniques Techniques for understanding executive needs Providing answers to problems, not technology infrastructures Getting your projects to “top of mind”
  • 49. Turn Information into a Profit Center “Our extranet produced $60M in incremental sales in the first year.” Don Stoller, Owens & Minor
  • 50. Profitability: a Foundation For Strategic BI “I don’t care about profitability”
  • 51. Play on Doubt Start asking questions about the numbers that drive the business “You don’t know?!”
  • 52. INSIGHT, NOT DATA 101011011101001011101011010111010110101011001011010101 101011011101001011101011010111010110101011001011010101 101011011101001011101011010111010110101011001011010101 101011011101001011101011010111010110101011001011010101
  • 53. Data Integration
  • 54. Lack of Trust 43% of users say they’re not sure if internal information is accurate 77% said bad decisions had been made because of lack of information 5 out of 4 people don’t believe statistics in presentations Business Week study, 2005
  • 55. Data Quality “Poor-quality customer data costs U.S. businesses $611 billion a year. Yet nearly half of the companies surveyed admit they have no plans to improve data quality” The Data Warehousing Institute study
  • 56. Data Quality
  • 57. Data Profiling
  • 58. Justifying Data Quality Call it Data Governance Risk, Productivity 36% Time Spent on Data Quality 15% 12% 10% 9% 5% 6% 6% 1 hour 2 hours 3-4 hours 5 hours 6-10 hours 11-20 hours 21+ hours Not Sure Source: Harris Interactive Poll
  • 59. Data Lineage
  • 60. Go Faster
  • 61. Faster = Higher Business Value Source: DM Direct, Nigel Pendse, March 2006
  • 62. Targets and Incentives 70,000 172 £280,000
  • 63. Data Misuse and Interpretation
  • 64. FLEXIBLE PRAGMATISM, NOT RIGID PROCESSES “No plan survives first contact with the enemy” Claus von Clausewitz
  • 65. Finding An Executive Sponsor Why Should I Care? Track record of IT success Evangelism Company goals His / her career Likely that sponsor will change: build broad base of support
  • 66. Staying Zen Do “less” Keep it simple Clean up BICC efficiencies IT dashboards Standardize SOA / Web Services SaaS
  • 67. BI Standardization Calculator
  • 68. Succeeding Despite Adversity Keep the project up to speed Structure the project into smaller ones Ensure alignment at all times Admit problems fast Stick with it!
  • 70. Selected References “Competing on Analytics” by Thomas Davenport “Successful Business Intelligence: Secrets to Making BI a Killer App” by Cindi Howson “Business Intelligence Competency Centers: A Team Approach to Maximizing Competitive Advantage” by Gloria J. Miller et. Al. “Business Intelligence: The Savvy Manager's Guide” by David Loshin TDWI Best Practices Report 2008: “Pervasive Business Intelligence: Techniques and Technologies to Deploy BI on an Enterprise Scale”
  • 71. Business Intelligence is about People, Not Technology “Computers are useless. They can only give you answers.” - Pablo Picasso
  • 72. Conclusion BI is not (only) about  Technology  Projects  Cost  Data  Plans
  • 73. Thank You And Good Luck! Timo Elliott Senior Director, Strategic Marketing Twitter/timoelliott