I would like to present my master project work, which is called “Key performance indicators in a high educational institution: a business intelligence approach.This work is about applying BI applications into IPVC QMS in order to provide IPVC managers with the real time KPI reports and to support decision making activities.
The Polytechnic Institute of Viana do Castelo (IPVC) integrates seven organizational structures, namely, five schools (Education School, Agricultural College, Technology and Management School, Management Sciences School, Health School), Social Services and Central Services. IPVC has implemented its Quality Management System (QMS) in 2009 in order to perform their daily work in an organized manner. The implemented QMS covers twenty-four processes of its departments. In General, Quality management System (QMS) is a recognized system by International Organization of Standards (ISO) that complies with ISO requirements, guidelines and instructions in order to improve quality of processes in the organizations. There are many good reason why organization mast have a QMS, the reasons could be: to improve their systems, to be recognized by ISO, to produce reliable and high quality products and services, to optimize business performances, to satisfy customers and stakeholders, to monitor, evaluate, control and manage the businesses processes for the continues improvement.(21 -1:30)(22:17)
On the other hand, IPVC decision makers have the necessity to access quickly integrated information about all processes that can be used to support decision making activities. For this purpose, the decision makers of the IPVC have defined a set of Key Performance Indicators (KPI) requirements, which will represent the state of each process. The possibility to obtain defined KPIs will permit decision maker persons to be able to evaluate, monitor , control and manage all services in IPVC at all organization levels which will help to improve educational processes.In general, KPI is a high summarized measures, which is used in upper level of decision making activates in the organizations. (23 - 1:00)
Considering these points, to integrate all educational operational data into the single data repository, could be implemented with Business Intelligence (BI) system. Applying BI system gives opportunity to develop Educational Data Warehouse (EDW), form where with BI application is possible to generate different kind of reports in order to support decision making activities. (24 – 0:30)
The main objective of this project was to develop a Decision Support System (DSS) for Quality Management System (QMS) departments in a IPVC. In the context of our project, we studied and explored Business Intelligence (BI) systems and the benefits that can bring to educational institutions. With these project we have developed * Educational Data Warehouse based on KPI requirements to be able integrate all operational data into a single data repository for analyzing purpose and delivering real time reports. * With this project Quality Manager personnel are able to controlling, measuring and managing all educational processes using the dashboard reports. The implemented BI project in IPVC gives advantages to achieved maturity level, which gives opportunity to develop multiple BI projects in the future in a short time. (25-1:03)
To implement the IPVC BI project we choose SQL Server 2005. The selection of this BI tool was based on several reasons. First, it meets the needs and the requirements to develop the project. Second, considering that most of technological solutions implemented in IPVC are based on Microsoft technologies, this option can facilitate the use of SQL Server and its integration in IPVC information system. We develop an educational data warehouse (EDW) in SQL Server Database with the purpose to integrate data of all twenty four processes. We analyze data in online analytical cubes using the SQL Server 2005 OLAP tool and finally, We develop KPI reports for decision makers that gives opportunity to monitor and evaluate IPVC processes and support decision making activities. We also apply Tableau software, to improve this BI project and to deliver the Next Generation BI reports for IPVC managers. Tableau software was not project requirements, but it was system that we investigated during our research.
As business requirements are inconsistent and they areoften changing. To implement the project, we have used “Agile BI’ methodology approach. To use this methodology was suggested by Forrester research, that there will be an advantages to apply an “Agile BI” in order to be able to react quickly on changes and deliver valuable software products. Following to this methodology we divide implementation tasks into five steps, which were frame in time boxes.The Agile BI approach five life cycle implementation steps as shown in this figure, which are: story conference, task plans, development, sprint demo and retrospective.
Following the “Agile BI” approach we develop and deploy all twenty four processes KPIs requirements. In this table is presented only validated KPIs. As QMS persons do not had enough to validate all KPIs, we could validate only: Academic service, Environment Health and Safety, alimentation and accommodation processes KPIs. (30 -0.40)
During the implementation of this project, we faced several difficulties, namely:
For example, in Academic Service process the KPI requirement is students online subscription rate. To answer to this requirement, in Data Warehouse we define the star model of students online subscription in academic service, which is illustrated on the left side. Then we apply OLAP tool to this Star model to analyze data, then we calculate students online subscription rate using MDX (Multidimensional Expressions) to produce KPI and deliver the reports for decision makers.
Some KPI requirements was difficult to answer and it required to performed more complicated calculation and to study and explore Multidimensional Expressions special functions. for example to answer accommodation process KPI requirement - “Homologous variations of housed students” we use parallel period function to be able to produce accommodation variation KPI.
With SQL Server 2005 we develop Dashboard management report for decision makers that gives opportunity to controlling, measuring and managing all education processes. Dashboard reports will help managers to make decisions better and faster. This Dashboard report allows to view all educational processes in IPVC at a single glance using the visual graphical images such as stop light, gauges and other symbols. Using this Dashboard Report gives advantages to be able to evaluate organizations health and correct problems on time.
As we mentioned already, we also use other BI system in this project. We develop Dashboard report with Tableau software that’s gives opportunity for decision makers to identify, managing and improving education all processes. We apply Tableau Software system to deliver high quality next generation BI reports for IPVC staff. These reports are very dynamic, allowing users to make operations such as new calculations, filtering, grouping and accessing the data, which gives “self-service” opportunity to deliver BI reports and reduce IT staff involvement.
It is the whole DW model, which I develop in the frame of this project. The Model is based on IPVC 24 processesKPIs.
* With this project we can solve existence of overwhelming reports in IPVC using the Data warehousing from where decision makers can get customized reports.
The developed project as a result can bring following benefits to IPVC:With the developed BI application, QMS persons can access state of educational processes at a single glance at all level of IPVC which will help to evaluate, control and monitor all processes.Decision makers are provided with reports about KPI in timely manner. They will not lose time searching information to perform their work and they will more concentrate to improve the quality of services. IPVC with this project can access maturity level to implement different BI projects in the future in a short time.
KEY PERFORMANCE INDICATORSIN A HIGH EDUCATIONAL INSTITUTION:A BUSINESS INTELLIGENCE APPROACH<br />Irakli Rostomashvili<br />November 25, 2010<br />POLYTECHNIC INSTITUTE OF VIANA DO CASTELO<br />School of Technology and Management<br />
Polytechnic Institute Viana do Castelo (IPVC) structure<br />IPVC Quality Management system (QMS) 2009<br />Quality Management System (QMS)<br />IPVC and QMS<br />
IPVC business needs<br />- Access quickly integrated information <br /> - Obtain Key Performance Indicators (KPI) to evaluate, monitor, control, and manage all processes in IPVC<br /> - Improve educational processes<br />Business needs<br />
Applying Business Intelligence (BI) tools to support IPVC business requirements:<br />- Develop Educational Data Warehouse (EDW)<br /> - Access integrated data and develop different kind of reports to support decision making activities<br />Answering IPVC requirements<br />
Data Warehouse based on KPI requirements<br />Answering the IPVC business requirements we deliver the KPI reports to support decision making activities in IPVC.<br />Controlling, Measuring and Managing IPVC educational processes using dashboard reports<br />Reach maturity level to develop multiple BI projects in the future<br />Developed BI Project goals and objectives<br />
SQL Server 2005<br />- Develop Data Warehouse<br /> - Integrate Data<br /> - OLAP cube<br /> - Develop KPI reports (Excel, Web, Dashboard)<br />Offering Tableau Software (Next Generation BI)<br /> - Develop reports <br /> - Self-Service opportunity<br /> - Reduce Involvement and dependence on IT staff<br />Selected BI tools<br />Figures 1: BI architecture <br />6<br />
Agile BI approach<br /><ul><li>Developing IPVC BI project using “Agile BI” methodology
Advantages:</li></ul>- understanding correctly business requirements<br /> -Reacting quickly on changes <br /> - deliver valuable software products<br />Figure 2 – Agile Lifecycle(adapted from <br />
Implemented and validated processes KPI list<br />
Implemented and validated processes KPI list<br />
Problems of BI project implementation. <br />To access data source of IPVC QMS<br />General and ambiguous KPI requirements list which have created difficulties in the definition of DW;<br />Communications problems – There was some difficulties to communicate with QMS persons in English in order to clarify KPIs; <br />Time – We have to implement the project in a short time period;<br />
Limited human resources - The project was very huge and complex to be fully implemented by one person;<br />Availability problems – The IT project was not requested from the top managers, which had resulted in difficulties to be able to schedule meetings with QMS person;<br />In particular decision makers have not been directly involved in the project development cycle, which created difficulties to execute the validation process.<br />Problems of BI implementation. <br />
Example 1 - Answering Academic Service KPI requirement<br />KPI requirement – students online subscription rate <br />Start model of students online subscription<br />Delivered report in MS Excel<br />
Example 2 - Answering Accommodation process KPI requirment<br />KPI requirement – Homologous variation of housed students<br />MDX Expression: ([Measures].[Fact Accommodation Occupancy Count]/ ((ParallelPeriod([Dim Time].[Year - Quarter - Month - TimeDate].[Year],1, [Dim Time].[Year - Quarter - Month - TimeDate].currentmember), [Measures].[Fact Accommodation Occupancy Count]))) -1)<br />Using MDX Parallel Period function<br />Delivered report in MS Excel<br />
SQL Server 2005Dashboard Report<br />Controlling, Measuring and Managing all educational processes<br />
Tableau Software Dashboard Report<br />Identifying, Managing and Improving educational all processes<br />
Solving Overwhelming reports problems in IPVC<br />Overwhelmed reports<br />Data Warehousing and Deliver BI reports<br />
Project Results and Benefits<br />KPI 1<br />BI Developer<br />KPI reports<br />HR office<br />KPI 2<br />International Relation<br />KPI..n<br />Decision Makers<br />Allocate all institution data in DW<br />Office workers<br />Academic Service<br />
Thank you for listening!<br />If you have further questions or comments...<br />
Cindy Howson, Founder, BIScorecard, Top 5 Challenges and Ways to Succeed with Self-Service BI, November 2, 2010. Sponsor: Microstrategy<br />A Forrester Consulting Thought Leadership Paper Commissioned By. Agile BI - Best Practice For Breaking Through The BI Backlog. Endeca. April 2010.<br />References<br />