WHITE PAPERBusiness Analytics for the CIOSAS provides a unified, agile and more effective information infrastructureto sup...
BUSINESS ANALYTICS FOR THE CIOTable of ContentsExecutive summary.............................................................
BUSINESS ANALYTICS FOR THE CIOii
BUSINESS ANALYTICS FOR THE CIOExecutive summaryOrganizations today are dealing with increasingly complex issues, dynamicch...
BUSINESS ANALYTICS FOR THE CIOWithin this overall framework, the platform for SAS Business Analytics (includingcapabilitie...
BUSINESS ANALYTICS FOR THE CIOOrganizations are continually searching for innovative ways to improve performance,achieve g...
BUSINESS ANALYTICS FOR THE CIOThe platform for SAS Business Analytics                                ®The platform for SAS...
BUSINESS ANALYTICS FOR THE CIOUsing the platform for SAS Business Analytics as a foundation, SAS offers targetedbusiness s...
BUSINESS ANALYTICS FOR THE CIOThe benefits touch all facets of your data integration strategy, allowing IT to:•	 Develop d...
BUSINESS ANALYTICS FOR THE CIOSAS Analytics provide best-in-class modeling capabilities for discovering thecomplex relatio...
BUSINESS ANALYTICS FOR THE CIOReportingIT and executive leaders everywhere are recognizing the need to push decisionmaking...
BUSINESS ANALYTICS FOR THE CIOIndustry-specific solutions surface information in the context of how a particularindustry n...
BUSINESS ANALYTICS FOR THE CIOConclusion: Solve it today. Evolve it tomorrow.No matter where your organization is on the p...
BUSINESS ANALYTICS FOR THE CIO•	 An agile framework. The SAS Business Analytics Framework has the agility   to grow over t...
BUSINESS ANALYTICS FOR THE CIO     A case study: 1-800-FLOWERS.COM Grow     1-800-FLOWERS.COM is one of the best-known and...
BUSINESS ANALYTICS FOR THE CIOAbout SASSAS is the leader in business analytics software and services, and the largestindep...
SAS Institute Inc. World Headquarters +1 919 677 8000 To contact your local SAS office, please visit: www.sas.com/offices ...
Business analytics for the CIO
Business analytics for the CIO
Business analytics for the CIO
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Business analytics for the CIO

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Great whitepaper to kick start Analytic journey in an Organization.

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Business analytics for the CIO

  1. 1. WHITE PAPERBusiness Analytics for the CIOSAS provides a unified, agile and more effective information infrastructureto support evidence-based decision making across the enterprise
  2. 2. BUSINESS ANALYTICS FOR THE CIOTable of ContentsExecutive summary......................................................................................... 1The pressure is on IT....................................................................................... 2 Issue 1: upport sustainable growth while managing risk through the S innovative use of technology and information............................... 2 Issue 2: rovide an infrastructure to manage the growing appetite for P intelligence..................................................................................... 3 Issue 3: erive more value from existing technology and D information assets. ....................................................................... 3The platform for SAS® Business Analytics..................................................... 4A closer look at the platform.......................................................................... 5 . Data integration........................................................................................... 5 Analytics...................................................................................................... 6 Reporting..................................................................................................... 8Topping it off with SAS® business solutions.................................................. 8Conclusion: Solve it today. Evolve it tomorrow............................................. 10A case study: 1-800-FLOWERS.COM Grow .................................................. 12About SAS...................................................................................................... 13 i
  3. 3. BUSINESS ANALYTICS FOR THE CIOii
  4. 4. BUSINESS ANALYTICS FOR THE CIOExecutive summaryOrganizations today are dealing with increasingly complex issues, dynamicchanges and a systemic need for evidence-based decisions across a growingrange of decision makers. Meanwhile, organizations are producing and collectingmore data: structured data from databases and point-of-sale systems as wellas an avalanche of unstructured data from e-mail, call center transcripts andcollaboration tools. ■ are beginning to see a new “We wave of business analytics use One of the key goals of IT is to consolidate all this data so that it can be that will be focused on two primaryanalyzed to create timely, high-quality information to support proactive decision demands: more data and moremaking. But, with systems already stretched to the limit, managing, controllingand monitoring incoming data presents immense challenges: insufficient data users. At the same time, the numberquality processes, information silos, tight budgets, redundant tools and too of internal IT developers andmany spreadsheets. analytics experts doesn’t seem to be keeping pace with the increasedCIOs realize they need to satisfy the ever growing demand for information that demand from end users.”leverages the past, monitors the present and predicts with accuracy, enablingeffective decisions and course correction. They want to enhance operations Source: Dan Vesset,and achieve success by increasing data consistency, streamlining administration “Worldwide Business Analytics Softwareand providing easy-to-use reporting tools backed by powerful analytics. They 2008-2012 Forecast and 2007 Vendor Shares Report,”understand they need to empower the organization now and meet future needs November 2008, IDC # 214904in a timely fashion.SAS is here to help. The SAS® Business Analytics Framework maximizes thevalue of technology and information assets — enabling organizations to addresscritical business issues right away, with the flexibility to add new functionalityincrementally over time. As capabilities are added, the benefits continue tomultiply while total cost of ownership is reduced.The SAS® Business Analytics Framework addresses the needs of executives faced with thechallenges of transforming data into information needed for proactive decision making. 1
  5. 5. BUSINESS ANALYTICS FOR THE CIOWithin this overall framework, the platform for SAS Business Analytics (includingcapabilities for data integration, analytics and reporting), provides the foundationaltechnology on which individual SAS industry and line-of-business solutions are built.SAS business analytics software and services enable technology executives to:• Support growth of the business through innovative use of technology and information. By providing the foundation for industry and line-of-business solutions, SAS delivers business analytics that enable your organization to better understand the past, monitor the present and prepare for the future.• Provide a single, effective infrastructure for managing the increasing appetite for intelligence. SAS can help you create a single environment that cuts across organizational silos, diverse computing platforms, different data sources and niche tools so the right level of information flows to each decision maker.• Derive greater value from existing technology and information assets. The platform for SAS Business Analytics optimally integrates individual technology components so you can deliver the data and analytics needed top optimize performance across your organization.Find out how the platform for SAS Business Analytics can help you leverage your ■ ® Business Analytics deliver SASexisting IT infrastructure to deliver greater value to your organization, how you can competitive insights that areadd capabilities as business needs expand and ultimately, how business analytics often hidden in data, enablingcan transform your data into competitive advantage. organizations to reach evidence- based decisions and confidently: • Solve complex business problems.The pressure is on IT • Manage performance to achieve measurable business objectives.CIOs and IT managers are under tremendous pressure to choose the right products, • Drive sustainable growth throughservices and technologies that enable them to transform data into a competitive innovation.advantage – enabling strategic decisions that optimize performance. SAS provides a • Anticipate and manage change.flexible business analytics framework that can help organizations realize their businessanalytics objectives. Our proven approach helps position organizations for long-termsuccess and transforms technology executives into business innovation leaders.Issue 1: upport sustainable growth while managing risk S through the innovative use of technology and informationChange in business is inevitable – especially with the collapse and bailout of globalbanking systems and the sudden instability of stock markets. These circumstancesand more have created a radically different context for economic growth. While thedust settles, governance, risk and compliance will play major roles in transformingorganizations to reduce the possibility of further collapses. Technology and processstrategies will focus on rebuilding sustainable growth levels but within the constructsof increased regulations, performance and risk management coordination, andevolving expectations of corporate responsibility.2
  6. 6. BUSINESS ANALYTICS FOR THE CIOOrganizations are continually searching for innovative ways to improve performance,achieve greater top-line growth and maintain a competitive edge. To do so requiresdecision makers being able to assess the impact of market dynamics more quickly, ■ “...organizations are facing pressuresexplore different options, learn from experimentation and validate best approaches. to deliver information that is timelySAS can help IT organizations by providing a flexible environment that allows the and effective in meeting businessorganization to change or evolve as the need arises, while enabling centralized goals. This requires companies tocontrol and management of data and information processes. have access to the information, the ability to combine, aggregate andIssue 2: rovide an infrastructure to manage the growing P integrate this information, and then appetite for intelligence deliver it to people when, where andMore data, more users. These are the two primary demands facing most IT organizations. how they need it.”And unfortunately, many CIOs admit they have the sense that managing the flow The Aberdeen Group, “Beyond Spreadsheets:of information into and throughout the business is not being done effectively. By The Value of BI and Analytics,”integrating your organization’s technology components (whether it’s an ERP system, January 2009call center data, point-of-sale systems, etc.) within your IT infrastructure, SAS canhelp you create a single environment that overcomes departmental information silosand diverse computing platforms to deliver integrated intelligence that can makea difference to your organization.SAS provides an integrated suite of software that leverages domain expertise, bestpractices and state-of-the-art business analytics that enable your organization notonly to understand the past and monitor the present, but optimize opportunitiesfor the future. ■ “SAS is able to handle millions ofIssue 3: erive more value from existing technology D and information assets. pieces of data. We tested several software packages, and SAS bestMake the most of what you have, and do more with less. Particularly in this time met our requirements. With SASof economic strife, this is a mantra everyone hears. IT departments are no different. predictive models, we’ve seenOrganizations expect IT to deliver more value while staying at or under budget.At the same time, IT must mitigate the risks associated with managing information double-digit growth in overall salesand security of the systems. This can be a difficult challenge when every department per catalog along with performanceand business unit is collecting, managing and analyzing data in silos with a heavy increases as much as 60 percentdependence on spreadsheets for analysis. from some of our retail fliers.”Decision makers demand fast answers, and it is the job of IT to make sure everyone Corey Bergstrom,has access to the information they need, at the right level of detail, when they need Director, Marketing Research and Analysis,it. To make the most of what you have, you must aggregate and cleanse your data, Cabela’sand ensure security processes are in place. You need a data integration environmentthat is easily managed. You need the ability to apply analytics to gain predictiveinsights and push appropriate information to decision makers so they can makethe most of it, whether they want to drill down and ask further questions or havepresentation-quality results at their fingertips. By improving data quality and securityprocesses, integrating information with business processes and providing datathat is easily understood at the right level of detail, SAS helps IT executives cost-effectively achieve a strategic framework for business analytics. 3
  7. 7. BUSINESS ANALYTICS FOR THE CIOThe platform for SAS Business Analytics ®The platform for SAS Business Analytics provides the foundational technologyon which the SAS Business Analytics Framework is built. It optimally integratesindividual technology components within your existing IT infrastructure into asingle, unified system. The result is an information flow that crosses organizational ■ platform for SAS® Business Theboundaries and delivers new insights that drive value for your enterprise. The Analytics provides the foundationalplatform for SAS Business Analytics extends the value of your existing systems, technology on which the SAS®while setting the stage for new levels of enterprise intelligence not previouslypossible. It includes the following components: Business Analytics Framework is built. It provides organizations with• Data integration. SAS offers prebuilt, high-performance capabilities for data connectivity, data quality, ETL (extract, transform and load), data migration, data the agility to integrate individual synchronization and data federation. technology components into the existing IT infrastructure as part of• Analytics. SAS provides an integrated environment for predictive and descriptive modeling, forecasting, optimization, simulation, experimental design and more. a unified system that cuts across organizational silos.• Reporting. Role-based interfaces enable different types of users to surface and visualize meaningful intelligence from consistent, companywide data.SAS components for data integration, analytics and reporting build on each other toprovide an integrated platform upon which SAS business solutions are built.4
  8. 8. BUSINESS ANALYTICS FOR THE CIOUsing the platform for SAS Business Analytics as a foundation, SAS offers targetedbusiness solutions that support key areas of your business, such as customers,finance, supply chain and more, as well as turnkey solutions for various verticalmarkets, including financial services, life sciences, health care, insurance, retail,manufacturing and more. These solutions incorporate our domain expertise as well asdata structures and analytic models tuned to specific business and industry needs.As part of an integrated framework, all technology components and services aremanaged from a single point. This reduces the administrative effort for maintenanceof solutions, users and security. Data consistency is assured because metadata isstored in a single repository and is shared across all SAS technologies and solutions.A closer look at the platformData integrationIn most organizations, data is captured in a wide variety of sources and formats, ■ ® offers prebuilt, high- SASincluding structured and unstructured data. It can be difficult to locate, identify and performance capabilities for dataselect the data that needs to be extracted, transformed and moved from all the silos manipulations, analysis, cleansingof information. Data may be inconsistently represented among platforms, makingit difficult to produce accurate and reliable results. Expensive, high-maintenance, and integration.customized interfaces may be required just to get reports from legacy and ERPsystems. This process might even call for shuttling data onto new platforms to bedigestible for analytical and business intelligence systems.SAS has built a comprehensive data integration environment with capabilities thatinclude data connectivity, data quality, ETL, data migration, data synchronization,data federation and master data management.SAS can read and extract data from virtually all disparate, heterogeneous platforms.In addition to support for SQL (Structured Query Language), SAS offers prebuilt,high-performance capabilities for data manipulations, analyses, data quality andintegration. Desktop data cleansing tools provide the ability to quickly and effectivelyanalyze and resolve data quality problems and integrate the transformations into thedata integration environment, which translates into reliable information and fasterROI. In addition, SAS’ leadership in data quality, data mining and text mining helpsidentify patterns within the abundance of data.SAS Data Integration is operating system independent and offers a range ofaccess engines, a multithreaded transformation engine, integrated data qualitytransformations, end-to-end metadata management and an easy-to-navigategraphical user interface for designing integration processes. 5
  9. 9. BUSINESS ANALYTICS FOR THE CIOThe benefits touch all facets of your data integration strategy, allowing IT to:• Develop data integration processes faster at lower cost with easy-to-use metadata management tools, full support for SQL capabilities, a wide range of predefined transformations and out-of-the-box access engines.• Reduce cost of ownership by taking advantage of standard and customized data cleansing capabilities that resolve quality and consistency problems in near real time and reduce the costs associated with the propagation of bad data.• Ensure robust data delivery in multiple vendor environments with a single- platform approach and powerful transformation language. Data integration processes can take place on the platform where the data resides, thereby reducing network traffic, data duplication and hardware requirements.• Extend the value of legacy systems, hardware and ERP investments. There’s no need to prematurely retire legacy systems or invest in customized interfaces just to get reports from legacy data sources. SAS enables organizations to leverage increasing data volumes while providing consistent, accurate and reliable data for the enterprise.AnalyticsOnce you’ve brought your data together, you can apply analytics to solve problems.In addition to tools for standard reports, ad hoc reports, query drill-down and alerts ■ Compared to just analyzing historicalto help define what happened in the past, SAS provides predictive analytics that areapplied across all industry and line-of-business solution offerings. Predictive analytics information and using gut instinct,allow organizations to be more proactive in their decision making – looking not just the ability to predict effectivelyat what happened in the past but creating detailed forecasts to address what will gives organizations a competitivehappen in the future; and using SAS optimization capabilities, determine the best advantage, lowers risks and providesactions to take in a particular situation. the insights needed to plan for theWith SAS Analytics, you can anticipate the future and tackle strategic policy future.decisions such as “How are today’s actions likely to affect us tomorrow?” and “Whatwill the best ongoing course of action be?” Compared to just analyzing historicalinformation and using gut instinct, the ability to predict effectively gives organizationsa competitive advantage, lowers risk and provides the insights needed to plan for thefuture. Organizations face numerous challenges in generating these forward-lookinginsights:• How do you design architectures and processes to tightly integrate modeling and operations without affecting the performance of operational systems?• Can one solution meet the diverse requirements of all types of users, let them share modeling results and be open to third-party tools?• What is the best way to model scenarios requiring access to old data (historical trends) as well as new transactions to provide revenue forecasting, Web mining of customer feedback studies, quality improvement, simulation and process optimization?6
  10. 10. BUSINESS ANALYTICS FOR THE CIOSAS Analytics provide best-in-class modeling capabilities for discovering thecomplex relationships between dynamic factors that impact organizations today.The results from sophisticated analyses and the ensuing discoveries can be sharedwith decision makers across the organization through open integration with reportingapplications.SAS delivers the widest portfolio of analytics – state-of-the-art algorithms,visualization techniques, interactive data exploration and manipulation capabilities –to produce accurate models. These capabilities can be applied to a large number ofresearch and industry scenarios, enabling you to choose a targeted capability ratherthan compromising by force-fitting lesser, poorly coordinated tools.A range of client interfaces include “smart” defaults for nontechnical users and areextendable so that advanced analysts and statisticians can incorporate advancedmodeling capabilities through the same interface. SAS minimizes cost of ownership,delivers a familiar environment for all departments and levels of users, providesconsistent performance to end users, reduces IT overhead for maintenance andminimizes training requirements.In today’s business climate, you can’t afford not to ask the forward-lookingquestions. The future of your organization rests on gaining predictive answers.Software vendors provide a wide ranging set of analytics. Most can only answer questionsin the green area – a reactive way of making decisions. Your organizations will be muchmore competitive if decision makers can ask and gain insights into proactive questionssuch as “What will happen next?” and “What is the best that can happen?” SAS, theleader in business analytics, can deliver the competitive insights hidden away in your data. 7
  11. 11. BUSINESS ANALYTICS FOR THE CIOReportingIT and executive leaders everywhere are recognizing the need to push decisionmaking further down the organization. This means distributed teams, managersand executives need accurate, up-to-date information and they need it faster thanever. Having IT process all their queries creates expensive and time-consumingbottlenecks. Using multiple solutions creates confusing and unreliable resultsbecause intelligence is not based on a common model of corporate data orcorporate standards for surfacing information to business users.SAS empowers all users by giving them role-based interfaces that deliver the right ■ Across the organization, users caninformation at the right time so they can make the most knowledgeable decisions. generate their own answers andSAS provides a full breadth of capabilities, including interactive visualization and produce their own reports while ITadvanced data exploration, to meet differing user skill levels and needs. Across theorganization, users can generate their own answers and produce their own reports retains control over the quality andwhile IT retains control over the quality and consistency of the data. consistency of the data.Only SAS provides data integration, analytics and reporting as part of one seamlessbusiness analytics framework. SAS can incorporate and integrate all data requiredfor analysis and reporting, regardless of data source or format. This integrationensures that data used in analysis is complete, sequenced and properly cleansed —without excessive proliferation of metadata, a common problem in legacy businessintelligence architectures. IT is able to deliver trusted information and build end-userconfidence.SAS reporting interfaces can transparently reuse SAS Analytics without requiringadvanced skills in statistics or support from IT. Analysts and business managerscan seamlessly integrate analyses of the historical data into accurate models andforecasts of the future. Decision makers can get answers to more sophisticatedquestions, format presentation-quality results and easily share their findings.Everyone is able to derive more value from your organization’s information assets.Topping it off with SAS® business solutionsData integration, analytics and reporting are core capabilities of the platform for SASBusiness Analytics. This platform is the foundation on which our targeted businesssolutions are built. SAS business solutions incorporate the combined strengths ofSAS software, professional services, training and ongoing support to solve complexbusiness area and industry-specific challenges.Line-of-business solutions address goals affecting every organization and provideextensive domain expertise for areas such as customers, office of finance, supplychain and more.8
  12. 12. BUSINESS ANALYTICS FOR THE CIOIndustry-specific solutions surface information in the context of how a particularindustry needs to use it, based on business processes aligned with that area.Turnkey solutions are available for a wide range of vertical markets, including financialservices, insurance, healthcare, life sciences, communication, media,retail, manufacturing, hospitality and gaming, and more.SAS business solutions incorporate the combined strengths of SAS software,professional services, training and ongoing support to solve complex business areaand industry-specific challenges. For instance, SAS solutions for banking address thebusiness challenges encountered in every area of the industry, from market and creditrisk to financial consolidation and reporting to the key areas of customer managementand operations. 9
  13. 13. BUSINESS ANALYTICS FOR THE CIOConclusion: Solve it today. Evolve it tomorrow.No matter where your organization is on the path toward evolving your ITinfrastructure to meet long-term business analytic needs, SAS can adapt to your ■ “With SAS, our business users aresituation. We can help drive your enterprise intelligence to the next level, while able to gain more value from theleveraging and extending the value of your existing IT investments. SAS enables IT to data, leading to better decisions andeffectively manage information with lower risk and shorter time to delivery by allowingyou to tap into only the SAS capabilities you need, when you need them. ultimately, better marketing ROI.”• Collaborative data integration. Imagine giving users across your organization Jay Dittmann, the ability to access and process all the data they need, no matter where Vice President of Marketing Strategy, Hallmark Cards it resides or what format it is in. SAS improves data integrity at the source by embedding automated quality processes that consolidate, cleanse and standardize data directly in your operational environments. A collaborative environment with a common set of tools promotes reuse and sharing to achieve faster results and lowers costs. It enables you to deliver consistent, trusted and verifiable information across systems.• Unmatched analytics. SAS offers an integrated suite of software for statistical data analysis, data and text mining, forecasting, econometrics, quality improvement and optimization. Compared to analyzing historical information and using gut instincts, the ability to predict gives organizations a competitive advantage, lowers risk and provides the insights needed to plan for the future.• Reporting in more places. With SAS you can make information consumers across your organization more self-sufficient with simple, role-based interfaces. Enable right-time decision making through alerts and embedded analytics in reporting applications and business processes. Deploy reporting across the organization without further burdening IT resources.• Integrated capabilities with common metadata. Data integration, analytics and reporting are achieved through a robust environment that can be shared across departments, without the cost and complexity of cobbling together a multivendor solution. With SAS, information can be centrally managed and leveraged across the entire organization at a lower cost of ownership – meaning decision makers and departments can access and share consistent and reliable information.• Industry and line-of-business solutions. Take advantage of packaged applications built on the platform for SAS Business Analytics. These solutions are tightly coupled with industry domain expertise and data models tuned to the specific business and information technology processes used in each industry or business function area. Solve critical business issues and achieve objectives more quickly with less risk and at a lower cost.10
  14. 14. BUSINESS ANALYTICS FOR THE CIO• An agile framework. The SAS Business Analytics Framework has the agility to grow over time to support performance objectives and changing market dynamics. Unlike monolithic platforms, such as ERP systems, SAS delivers results in months, not years. Organizations can start with the capabilities they need now and add new functionality as needed over time. As capabilities are ■ Eventually, while solving more and added, the benefits continue to multiply while the total cost of ownership is more business problems, improving reduced. Eventually, while solving more and more business problems, improving performance and evolving the performance and evolving the business – an organization can grow the SAS Business Analytics Framework into a platform tailored to its needs. business – an organization can grow the SAS® Business Analytics• Information Evolution Model. SAS provides a proven methodology designed Framework into a platform tailored to aid organizations in assessing how they use information to achieve their information objectives. The model outlines how information is managed and used to its needs. as a corporate asset. It enables organizations to objectively evaluate their use of information and lay out a road map for improvements that maximize returns.• Experience. SAS has broad and deep experience helping customers improve the enterprise business analytics infrastructure. We help combine technology, data models, methodologies, services and partnerships so you can reduce the risk, complexity and burdens associated with managing and using information. Based on more than 30 years of experience solving complex problems in multiple industries, SAS offers proven technologies and services to help organizations create an agile IT infrastructure that drives business innovation. 11
  15. 15. BUSINESS ANALYTICS FOR THE CIO A case study: 1-800-FLOWERS.COM Grow 1-800-FLOWERS.COM is one of the best-known and most-successful brands in gift retailing – and it just keeps getting better. Using SAS, 1-800-FLOWERS. COM has increased its customer retention rate by 10 percent, increased its customer base from 10 million to 30 million and increased the retention rate of its best customer segment to more than 80 percent. “SAS Business Analytics help us put a laser focus on knowing our customers, reducing operating expenses and innovating for the future,’’ says Chris McCann, President of 1-800-FLOWERS.COM. “As our business has grown from one flower shop to an online gift retailer serving more than 30 million customers, we ■ “SAS Business Analytics help us need SAS’ abilities to really know our customers and turn that knowledge into put a laser focus on knowing our action.” customers, reducing operating McCann’s company is a pioneer in direct-order e-commerce, opening its own expenses and innovating for the Web site more than 14 years ago. The New York-based company continues future.” to build on its roots with acquisitions of other direct-order gift companies and Chris McCann, now operates 15 separate brands offering popcorn, plants, gourmet food, wine, President, 1-800-FLOWERS.COM candies and gift baskets. “SAS has given me the ability to grow my business, whether the economy has been up or down,” says McCann. To find out more about 1-800-FLOWERS.COM and its success with SAS, please visit www.sas.com/success/1800flowers.html12
  16. 16. BUSINESS ANALYTICS FOR THE CIOAbout SASSAS is the leader in business analytics software and services, and the largestindependent vendor in the business intelligence market. Through innovative solutionsdelivered within an integrated framework, SAS helps customers at more than 45,000sites improve performance and deliver value by making better decisions faster. Since1976 SAS has been giving customers around the world THE POWER TO KNOW®. 13
  17. 17. SAS Institute Inc. World Headquarters +1 919 677 8000 To contact your local SAS office, please visit: www.sas.com/offices SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. Copyright © 2009, SAS Institute Inc. All rights reserved. 102405_531535.0309

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