Home-made Remedies for a well-known headache: "BI User Adoption"...
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Home-made Remedies for a well-known headache: "BI User Adoption"...

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It’s no secret the BI Community has always struggled with user adoption. According to a study by the The Datawarehousing Institute in 2008, only 24 percent of the potential BI users are using BI ...

It’s no secret the BI Community has always struggled with user adoption. According to a study by the The Datawarehousing Institute in 2008, only 24 percent of the potential BI users are using BI solutions.
Four years after the City of Cape Town's first SAP BW implementation, BI usage was still low (22%). This was attributed to users’ feedback regarding BI, which ranged from, "The reporting structure on the portal is not intuitive, I can never find my reports", "Those reports are too slow".
The COCT BI Team realized that the maxim "Build it and they will come” no longer holds true! This would be the same as putting out a product in the market and hoping for the best. They thus asked themselves "what is the driving force for any business to have a successful product?" This session will thus unpack how they answered this question:-
• Developing a product that sells itself is imperative thus visualization and performance ranked high on the list of deliverables.
• Product Image. The overall image/packaging of the product was revamped and a new look and feel on the SAP Enterprise Portal was launched, which was more elegant and made finding reports easier.
• Marketing & Communication. A marketing strategy was developed by the BI Team in collaboration with the Enterprise Solution Centre Head.
• Product endorsement at all levels is critical for any campaign - thus having the buying in from the executive level right down to having champions at the operational level was imperative!
• Measurement. Standard Content BI Statistics have been used extensively to not only measure the success of the marketing drive but used to identify user's pain points(i.e. long running reports, frequently used reports, etc.).
Key Points
Improving user adoption requires dedication! Be prepared to get your hands dirty!
Marketing and sponsorship (at all levels) are critical!

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Home-made Remedies for a well-known headache: "BI User Adoption"... Home-made Remedies for a well-known headache: "BI User Adoption"... Presentation Transcript

  • Premier Partners: Supported by: Produced by:
  • Zimkhita Buwa SAP BI Consultant, City of Cape Town (South Africa)Home-made Remedies for a Well-known Headache: BI User Adoption
  • QUALITY Measurement PRODUCT IMAGEPRODUCT ENDORSEMENT Marketing Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 3
  • City of Cape Town at a Glance• 10 years old as a Municipality – 300 years as a city!• 10.58% of SA’s GDP• Population of 3.71 million in 2010.• Employs more than 25 000 staff.• SAP users 15000.• SAP BI users 3000.
  • City of Cape Town at a Glance• 2012/2013 budget R30 billion(Over AUD 3 million) – Capital Budget of R 5.9 billion/ AUD 683 million – Operating Budget of R24.3 billion/AUD 2.7 billion• Service delivery sectors are divided into 12 directorates > 59 departments.
  • City of Cape Town at a Glance• Awarded an “Unqualified Audit” by Auditor General.• Named “World’s top travel destination”• Impact Award for Innovation - Public Sector (SAP Africa).• Golden Key Awards for access to information, 2010.
  • Evolution of SAP BI at CCT SEM Balance Score Card / 2007 Performance Management / KPI builder and Tracker Business Planning: Budgeting / Simulation / Modelling BW 2006 0CCA_C02 0PE_C01 0PCA_C01 ZWBS_C11 Business Warehouse Human 2003 + 2002 - Logistics Revenue R/3 Resources Real Estate Finance
  • Evolution of SAP BI at CCT Mobile MDM Assets for ISIS (PI) Utilities GRC CRM Solution e- SAP ERP6 Manager Recruitment SRM Integration RPM (PPM) Hub Citizen Business Internal Portal PSRM Warehouse Portal (eExternal Services) Strategy BPC BOBJ Mng City of Cape Town External Portal TREX / MAXDB Archiving MAXDB Content S
  • Current BI Landscape Business Objects BO Development BO Production BOE XI3.1 SP3.1 BOE XI3.1 SP3.1 Universe/MDX Universe/MDX BICS/BAPI BICS/BAPI Intelligence Business BW Development BW Production NW7.30 SPS5.0 NW7.01 SPS5.0 BI Connector BI Connector Management Strategy Source Source Systems SSM Development SSM Production Systems SSM7.5 SP6 SSM7.5 SP6
  • What is User Adoption • How many people (potential BI users) actually use BI and access the reports it generates, on a regular basis, to help them make decisions. • Dependant on a set of on-going processes and procedures that ensure that users are equipped to get the maximum value from your organization’s BI infrastructure. • More than just “training”! • Maxim “If you build it, they will come”
  • Identifying the Headache• Activated BI Technical Content / BI Statistics• Initially activated for BI Admin Cockpit for monitoring process chains.• Used it for tracking usage – Front-End and OLAP Statistics
  • LOW USER ADOPTION
  • Identifying the Headache BI Users = 2754 Average % BI Usage = 22%
  • Identifying the Headache• User Responses regarding BI: – Struggle to find reports V3.5 – Not intuitive – Don’t know the Balanced Scorecard methodology V7.0 – “I don’t trust the data!” – “Those BI Reports are too slow”
  • 5 Home-made Remedies Measurement Product Product Product Marketing Passion Endorsement Quality & Image & Delivery Comms
  • Product Image• Objective: To re-energise the look and feel of BI page on the portal. – Scheduled design workshops with relevant stakeholders to provide input into proposed structure changes.• Outcome: Slicker Page – Regrouping and consolidation of Tabs for easier access. – Migration of reports into one version (version 7). – Renaming of some reports (easier to identify for end user).
  • Product Image
  • Product Image
  • Product Image
  • Marketing and Communication• Internal Marketingtwo functions, toFloor). and to market. Marketing connects the “Every company has only Drive (ERP innovate• External Drive: Executiveto make them aware of the benefits of ownership or use.” company with potential customers Management Team Peter Drucker• Quarterly Newsletter. – Awareness for potential new users and the current BI community. – Not shy about marketing BI successes!• Communiqué on all changes – New reports/dashboards – Modifications to reports
  • Marketing and Communication
  • Marketing and Communication
  • Marketing and Communication BI Reporting Usage January to May 2011(Post New Look and Feel Go-Live) 160 1st Quarterly Newsletter 140 Launch of New Look and Feel 120 HR Delegated Report 100 January 80 February 60 40 March 20 0 M T W T F M T W T F M T W T F M T W T F M T W T F
  • Marketing and Communication 1800 1693 1550 1541 1600 1397 1453 1316 1400 1499 1243 1138 1200 1000 2012 800 654 2011 600 400 200 0 Jan Feb Mar Apr May
  • Product Quality and Delivery • “I don’t trust the data” – Streamlining Batch Monitoring Process. – Admin Cockpit to view process chain status. – Send out Batch email to functional analysts and key business users(communication!!) – Data Reconciliation
  • Product Quality and Service“Those reports are far too slow”.• Various Performance Improvement Mechanisms (caching, DB stats, indexes)• Implemented BIA• Results Area Report Name Original run time - BI-A run time (s) % Improvement Aggregates(s) Cost Centre R&M: Actual/Plan/Commitments: Per 355.15 12.35 97% reporting Cost Element Cost Centre Actual/Plan/Commitments: Per Cost 389.5 5.55 99% reporting Element Profit centre Act/Plan: Rev: Per Period: Subj Cat: 324.1 8.4 97% accounting Current Year
  • Product Quality and Service• Visualisation – Enables the ability to quickly identify performance issues within the organisation. – Deliver more timely information no more costly manually intensive methods of disseminating information. – Extended our customer base (executive level)
  • Product Quality and Service Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 32
  • Product Quality and Service Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 33
  • Dashboard Usage Top BI Dashboard Hits - 2012 1600 1351 1400 1208 1200 No of hits 1000 748 800 600 493 416 372 400 261 200 0 HR SSM C3 Overall C3 Electrical Specialised C3 Notif City View Directorate Support Electronic Ward & Sub & Dept Services Radio Council services
  • Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 35
  • Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 36
  • Product Endorsement• CIO and ERP Floor Manager – Endorses BI at all levels. – Forward thinking and visionaries.• Executive Buy-in – management level• Important to have buy in at the operational level – Functional Analysts who interact directly with the business. – Trainer - passionate about BI(presented value of BI in PM at Mastering SAP PM).• HR is one of our biggest clients – HR Strategic Managers endorse BI in the Quarterly Newsletter.
  • Passion
  • Passion “When work, commitment, and pleasure all become one and you reach that deep well where passion lives, nothing is impossible”….Anonymous• BI Competency Centre - change management & marketing are critical to the success of BI Implementation.• Improving User Adoption Not once off!• Requires continuous involvement and commitment from the BI Team.
  • Success Stories from the Business• Corporate Works Management Process in PM(Average Days to Close - Notifications).• Compilation of 78 statutory National Treasury reports.• Automation of Financial Dashboard.• Simplified Capital Expenditure Reporting.• Saving in Time: Councillor Portfolio Report.
  • Future Initiatives• Improvement of Performance in other areas. – Decision on more BIA blades/HANA?• Improving functionality of product-offering:- – BI 4.0 – EPM 10 (BPC & SAP Strategy Management 10)• Reporting Expo• In-Contact Magazine (organisation-wide exposure).• Customer Satisfaction Survey.
  • "Success is the sum of small efforts, repeated day in and day out." Robert Collier
  • Key Points to Take Home• “Build it > you build it, they will come” value > They will come” Maxim “If Communicate it > Show its• Image is everything!• Communicate with users.• Key Business Users endorse BI.• Be Passionate about BI User Adoption!
  • How to contact me:Name Zimkhita BuwaOrganisation City of Cape TownTwitter @zimbuwaSCNhttp://scn.sap.com/people/zimkhita.buwa
  • Premier Partners: Supported by: Produced by: