Performance Management Overview

“Improve Performance & Evidence It”

chris.coan@visualmetrics.co.uk


5 Drivers For Performance Management
Last Year % This Year %

• To speed up and improve the 73
organisations decision making ability 71.1

• To respond to user needs for data on 45.7
a timely basis 45.8

• To better align with and track against 47.1
corporate strategy and objectives 42.9

• To move users toward a self-service
33.9
model of information delivery 35.5

• To decrease business costs and
27
improve operational efficiency 27.2

0 20 40 60 80
% of Respondents



Information Hierarchies
Scorecards
Goals Goals

Goals Goals

Executives
Dashboards

Executive Isolated From Organisation

Management Reports

Break Between Operational & Management
Detailed Reports
Operational

Mis-aligned Organisation



Performance Management Challenges

BUSINESS IT
• Lack visibility and insight into • Backlog of report requests and
performance, processes, and need to provide self-service
customers access to intelligence
• Poor alignment of decisions and • Resource constraints inhibit
actions at all levels with strategy ability to broaden BI deployment
and goals to meet demand
• Lack single, consistent view of • Complex IT environments –
information disparate data, applications, and
• Time wasted gathering data to integration challenges
manage and report • Push to reduce costs and
standardize tools



Which version of Truth ?
Analyses, Reports
Executives

Customer Marketing Operations Finance

Client Product Operations Operations Finance Finance
Data Data Data 1 Data N Data 1 Data N

Data
IT Warehouse Cross-functional analysis only by IT
Sub-optimal enterprise performance
• Delayed, inaccurate reporting
• Conflicting, departmentally-biased results



Business Driven information Demand

Customers Suppliers

HR/Workforce

Procurement
Distribution

Operations
Marketing
Product

Finance
Service
Customers Suppliers

Customers Suppliers

How does call centre agent tenure, training, & compensation affect
efficiency and service performance?

How does supplier performance impact customer satisfaction and revenue?

How do I proactively manage risks of my receivables portfolio?



The product & services knowledge/assets
Develop detailed understanding of operational data sources
These steps require
Design a data warehouse by subject area multiple different BI and
DW technology
License an ETL tool to move data from operational systems INVESTMENTS
to this DW

Build ETL programs for every data source
These steps require IT or
License interactive user access tools BI staff resources with
Research/understand analytic needs of each user community specialized SKILLS

Build analytics for each audience
License/create information delivery tools
These steps take TIME
Set up user security & visibility rules to understand and perfect
as knowledge of best
Perform QA & performance testing
practices is learned
Manage on-going changes/upgrades



What problem are we solving?
The gap between execution and strategy
Today, companies struggle to bridge the gap between
strategy and execution to optimize their business performance
Decisions made Strategy disconnected
without context from operations

Strategy
Information locked Misaligned action across
in silos organization
Execution



What are the Financial business drivers
Business Maximize cash flow
Objectives/
Issues
Is DSO on target? Is DPO on target?

Is overdue balances Are payment terms
trending up? in compliance? Business Function Receivables
Role
How long is the
Gain What is the aging of Director, Credits & Collections
underlying overdue
due balances?
Insights balance pending? Objectives
Who are the customers Drill to due
– Maximize cash flow
and collectors? balances by region – Control risk of
Drill to receivables portfolio
overdue invoice detail

Target collection
Take efforts to reduce
Action overdue balances



Packaged Performance Management
1 Integrates Data for Analysis and Reporting
• Pre-built integration of data from Oracle EBS, PeopleSoft, Siebel, JD Edwards, SAP and
other sources into an integrated data warehouse optimized for analysis

2
Provides User-Friendly Analytic Model of Enterprise Information and Metrics
Embedded best practice calculations, metrics, and KPIs
Easy for business people to access, analyze, and use the information

3 Delivers Personalized Performance Dashboards for Everyone
Pre-built dashboards, reports, and alerts by business function and role

1 2 3

BI Applications Warehouse
Procurement
Distribution

Operations
Marketing

Finance
Service

Sales

HR



Architectural Components
PRESENTATION LAYER
User Roles, Preferences
Simplified View Role-Based Views of the Information
Logical SQL Interface Relevant to the User

SEMANTIC OBJECT LAYER
Dimensions
Hierarchies
Measures Consistent Definition of Business
Calculations Measures, Metrics, Calculations
Aggregation Rules
Time Series

PHYSICAL LAYER
Map Physical Data
Connections Model Once, Deploy Everywhere
Schema

Across Any Data Sources



COMPLETE BI SOLUTIONS ARE MUCH MORE THAN JUST DASHBOARDS

DASHBOARDS
“Visible”

Data warehouse
“PLUMBING”
design
“Under the Data mapping &
Surface” transformation
Significant time, from multiple
resources and applications
Analytic models,
expertise
KPIs, metrics
required Much more…



Performance Management for Social
Housing



Challenges @ all levels
EXECUTIVE BUSINESS AREA
• Regulator/s .. TSA, HCA Information access by business
• Executives area;
• Mgmt functions • Tenancy
• Finance • Asset Management
• Operational staff • Compliance
• Tenant • Repairs
• Developments

OPERATIONAL TECHNICAL
• Information Aggregation • Integrity
• Drill to Detail • Integration
• Time-based analysis • Automation
• Financial comparatives • Auditable
• Traceable
• User Self service
• Security



The current data management scenario
Housing Extracts
Northgate Operational WebI
Housing – Op Reports Consolidated
Universe
Co 1 Housing Ops
Report
Excel Extracts
ANO Housing
App – Op Co 2 Housing Ops
Access Store Report 2

Cost Extracts
Finance Static
Reports Budget & Cost
Reports
Asset Extracts Executive
Asset Condition Stock Report Pack
Condition
Reports
Developments Extracts
Developments
Developments
Reports
Tennant Sat Extracts
Tennant Sat Customer Sat
Report
Safety Report
Safety &
Compliance

Payroll & HR HR Reports

Static CC Extracts
Contact Centre Reports



Scorecard Goals Goals
Goal Examples:
Executive Scorecard • Achieve 98% Tenant Sat
Goals Goals
• Reduce Repair Completion Time
• Reduce SOR 2%
• 95% Decent Home Compliance
Repairs & Maintenance

Dashboards

Inspections

Responsive
Income & Commercial Budgeting &

Cyclical &
Tenancy & Voids

Repairs
Decent
Homes

Expenditure Developments Planning Dashboard Examples:
• Group Repair Performance
• Repairs Vs. Tennant Feedback
• Repairs Completed Vs. Time
• Repairs Completed Vs. Priority

Management Information Reports
Key Reports Examples:
• Repair Cost Vs. Contractor
Ad-
Ad-Hoc Reporting • Repair Cost Vs. Priority
• Repair Cost Vs. SOR
• Asset Vs. Performance
Data Integration
Analysis
Analysis Examples:
Extract & Transform • Repair Cost Vs. Contractor
• Repair Cost Vs. Priority
• Repairs Completed Vs. SOR
• Asset Vs. Performance

Finance
Housing
Ops
Tennant
Sat
Asset
Condition
Payroll &
HR
Contact
Centre
Alerts
Alerts Examples:
• P1 Repairs Above Threshold
• Asset Utilisation 100%
• CP12 Required
• Overspend on P4 Repairs



Packaged Performance Management
1 Pre-built warehouse with star- 3 Pre-mapped metadata defining real-
schemas designed for analysis and time access to analytical and
reporting operational sources, best practice
calculations, and metrics
Presentation layer
Logical business
model
Physical sources

2 Pre-built ETL to extract data from 4 A “best practice” library of over 150
over n,000 operational tables and pre-built role-based intelligence
load it into the DW, sourced from dashboards, reports and alerts
core operational apps

And More


Income & Expenditure Data Process
Data Sources Polling & Extract, Transform Enterprise BI Application BI Deployment
required for reporting Archive process & Load Data Warehouse Server Tools

Account
Finance Auditing

Business Unit
Dashboard
Budgeting Cost Centre BI Application
& Planning
Feed General
Ledger
Journal
HR &
Payroll Time

BI Application
Server cold
backup Reporting Suites



Income & Expenditure Data Model
Regions Customer
Ward
Area
Patch
Scheme
Posting Type
Type
Task FACTS (Samples of)
Status No of Operatives, Repairs and Properties
Priority Void cost and duration Supplier
Total Budget Supplier Group
Actual vs SOR Costs
Supplier
Duration of Repair
Customer Satisfaction Score
Total Complaints
P&L Balance Total Cancelled Work Orders
Format Total Duplicate Work Orders (Property/ Month)
Group
Category
Nominal
Cost Structure Time
Group Fiscal Year
Category Quarter
Sub Category Period
Cost Centre Week



Income & Expenditure Report Examples
Bank Reconciliation - Journal Detail
Income Control Reconciliation
Payroll Creditor Reconciliation
Y/E Balance sheet
Y/E TB & Suspense Report by Period
Property Revenue Account Report
w/o Forecast (GL)
Balances By Period
Balances By Trade/Territory
Journal Transactions YTD
P&L (Summarised)
P&L by Cost Centre(Actuals/ Budget)
Balance Sheet
Cash Flow
Management Costs
Budget Vs Actual Report - By Region / Cost
Centre
Phased Trial Balance with Function
Group Management Accounts
Property Revenue Account Report By Scheme
Transactions By Jrnl Prefix
Support/ Service Income & Cost Report
Void Loss Budget V Actual
Number of POs Raised
Vendor Balance Report
VAT Return Detail



Data Warehouse Infrastructure
Multiple Data Data Data Business Information
Sources Integration Warehouse Intelligence Distribution

Extract
Push
Housing Ops Tenancy & Voids
Internal
Finance
Data Quality
Repairs &
Contact Maintenance
Centre Internal
Data Cleansing
Tenant Sat Income &
Expenditure
Data Transformation External
Asset Condition

Commercial Push / Pull
Payroll & HR
Developments
OLAP

Load



The Fact vs. The Strategy Gap

Alignment



BI & Performance Management Grow
Together
• The Analytic Continuum: Decision Making Becomes a Core Competency



Information Hierarchies
Scorecards
Goals Goals

Goals Goals

Executives
Dashboards

Alerts
Management Reports Analysis

Detailed Reports
Operational

Aligned Organisation



One Product, One Architecture
Search Office
Dashboards
USER Connection
Event
Zero Footprint Reporting
Management
Task-Based Interfaces Query
Analysis
Scorecarding

SERVICES Security Presentation Query Schedule Metadata
Purpose-Built Web & Burst
Services Architecture

DATA
Open Data Access
Transaction Systems Warehouses Flat, Legacy
(Relational & OLAP) or Modern



Reducing the Time to Value
Build from Scratch Pre-packaged
with Traditional BI Tools Applications

Training/Roll-out
Faster deployment
Define Metrics
Lower TCO
& Dashboards Assured business value

DW Design

Training/Rollout
Define Metrics
Back-end & Dashboards
Pre-built DW design,
ETL and DW Design adapts to your EDW
Mapping Back-end Pre-built business
ETL and
Mapping adapters for Core
Applications
Quarters or Years Weeks or Months



Project Success Criteria



The Impact of Project Approach
Technology
+ Method Improvement
+ Training
+ Change Management
+ Reward System
Realignment etc
High
Technology
+ Method Improvement
Benefits From
Methodology & Technology Alone
Technology

Technology
+ Poor Methods

Low
Adoption Time (Months)
Pre CPM 6 12 18



Business Adoption: Evolution – Not
Revolution
Unaware Tactical Focused Strategic Pervasive
Focus on
specific
business goals BICC in
place
Few users

Return
Investment

Integrated
enterprise
architecture and
Information development
anarchy processes

Investment Solution value
Ends diminishes


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