Measuring Results And Demonstrating Value.V1

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Slides from the TechSoup Canada and SAP Business Objects Webinar on Measuring Results and Demonstrating Value webinar.

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  • Measuring Results and Demonstrating Value: Reporting & Analysis for Non-profits and Social Enterprises Any organization – for or non-profit – needs to grapple with questions like "What are we trying to accomplish?",  "How do we measure our achievements?" and "How do we share our successes?" In this session we will drill into the details of reporting and analysis of financial, mission, and organizational sustainability measures. By using real-world case studies, we will explore methods for determining what data is important to measure and how to access and present it. We will pay special attention to the unique challenges and opportunities afforded by the Web 2.0 world in both reporting on social web and e-marketing metrics and delivering your reports and analysis over the web.
  • Eligible charities and nonprofits can request from a selection of over 300 donated technology products from 25 donor partners
  • For a while, our company has donated our products to nonprofits (we’ll provide some examples shortly of what some of these solutions are)
  • THE POTLUCK VISION Potluck’s vision is to improve the quality of life and economic vitality in the Downtown Eastside (DTES) community by providing permanent, stable jobs and accessible, nutritious meals to its residents. We envision a revitalized neighbourhood where people can live, work and socialize together in a safe environment. We see ourselves as a catalyst for this change by exemplifying a nancially and environmentally sustainable DTES enterprise that employs neighbourhood residents to prepare and serve healthy and nutritious meals to other residents. MISSION Potluck operates market-rate enterprises that generate revenues to support Potluck’s food related programs in the DTES. In operating these enterprises, Potluck trains and creates permanent, stable jobs for individuals who have multiple barriers to gaining employment elsewhere. Potluck makes nutritious food accessible to low income and “hard to house” DTES residents through the Potluck Café. We empower individuals by teaching new job skills and by teaching residents to prepare healthy, nutritious meals through our community kitchen program. We also facilitate DTES employment by sharing our knowledge and experience with other employers. Potluck is working towards environmental sustainability through the implementation of improved business practices (recycling) and food oerings (organic and fair trade). POTLUCK COMMUNITY PROGRAMS Potluck Training & Employment Program Potluck Nutrition Program: Resident Meal Program Potluck Community Kitchen
  • Based on your message, determine the comparison you want to make. There are five basic types: Component comparison - to show a percentage of a total  Pie Item comparison - to rank items  Bar Time series comparison - to show changes over time  Line Frequency distribution comparison - to show items within ranges ?? Correlation comparison - to show the relationship between variables  Dot/Scatter plot Based on your choice of comparison, generally one of five basic quantitative chart forms applies:, Bar, Column, Line, and Dot.
  • [Note that there are no comments for the competitors Edsel or Honda, so don’t click on those!] One of the big problems enterprises face today is understanding the market and their customers, both potential and existing. Deeper customer understanding brings important qualitative data to the decision making process, regarding how customers and partners feel about the product and the service, what problems they have with the product, and how the market perceives the brand. Ultimately, acting upon such insights leads to competitive advantage and increased market share. Thanks to the increase in inexpensive storage capacity, there is now an overwhelming amount of customer feedback available on the web and in enterprise repositories. Online forums, RSS feeds, blogs, call center logs, CRM systems, email archives and survey data all contain valuable information, if it can be accessed and utilized. However, short of manual review, there is currently no efficient way to access and analyze the unstructured text in these sources. The volumes of unstructured content remain worthless until they are accessed, analyzed and quantified in a way that decision makers can digest. Business Objects Text Analysis gives enterprises access to this information by structuring this textual data. Once normalized and incorporated into a data warehouse, it can be correlated with structured data and surfaced through existing BI tools for analysis and reporting. For instance, enterprises can monitor how market buzz changes over time in response to market events; quantify customer pain points related to different areas of the business, such as product quality, or customer service; correlate customer satisfaction, requests and problems with geography, market segment or product to do trending, root cause analysis, and explain the why behind customer satisfaction numbers In this demo, which uses BusinessObjects Text Analysis together with Crystal Xcelsius, we’ll delve deeper into the value of one type of data – Customer Satisfaction Surveys. Survey respondents answer questions on a scale of 1-10 in response to questions like: “How satisfied are you with our product/service?”. The Customer Service group must interpret and summarize these results for executives, explain the why behind the numbers, and define improvement initiatives for other groups. Surveys also contain freeform comments on a set of standard questions, such as “What are we doing well?” , “What could we do better?” , and “What features would you like to see in future versions?” The only way for Customer Service to leverage these unstructured comments is through a time consuming process of manual review and tagging, which almost no one has resources for. But if comments fields aren’t analyzed and brought into the data warehouse, a valuable source of information is missing from the picture. With Text Analysis, we are able to automate the process of classifying each survey response. For example, we see at a glance how many comments expressed positive sentiment, negative sentiment, or were neutral. (Show pie chart and click to show these different groups.) (Select the Competitors tab, and then select Crovette) A Marketing director will be interested in the mentions of competitors, to see what people like or dislike about the competition, sales managers can also find out who their top performing reps are and access feedback from strategic accounts in their pipeline (select …) by linking to a WebI report to verify whether problems are brewing. A customer expressing a lot of positive sentiment would also be a good reference customer. (Select the Product tab, clicking on Swiftmobile) A Product Manager or Quality Assurance officer will want to drill into results from the perspective of their product, and from there they can drill into problems, suggestions for improvement as well as sentiments. For the Customer Service manager, it’s important to evaluate how customer problems with service correlate with geographic origin. (Show the map and click into service problems or product problems.) I hope this demo has given you a feeling for the potential of what can be done by processing customer surveys, and other unstructured content, with BusinessObjects Text Analysis. Many other more specific types of information and reports are possible with some tweaking. This type of dashboard can give a daily or weekly overview report, and the results can be stored and displayed to show trends and shifts over time. The end result of incorporating Text Analysis into this process is far deeper qualitative understanding of the customer, and much enhanced data for decision making and strategic planning.
  • (explain briefly each solution and its benefit to a nonprofit, since many audience members won’t be familiar with Business Objects’ solutions)
  • (explain briefly each solution and its benefit to a nonprofit, since many audience members won’t be familiar with Business Objects’ solutions)
  • (explain briefly each solution and its benefit to a nonprofit, since many audience members won’t be familiar with Business Objects’ solutions)
  • (explain briefly each solution and its benefit to a nonprofit, since many audience members won’t be familiar with Business Objects’ solutions)
  • (explain briefly each solution and its benefit to a nonprofit, since many audience members won’t be familiar with Business Objects’ solutions)
  • Measuring Results And Demonstrating Value.V1

    1. 1. Steve Williams Director, Worldwide Community, SAP BusinessObjects Jane Zhang, Program Director, TechSoup Canada Donnie Claudino, Marketing Manager, TechSoup Canada 24 June 2008 Measuring Results and Demonstrating Value: Reporting & Analysis for Non-profits and Social Enterprises
    2. 2. About TechSoup Canada <ul><li>TechSoup Canada is a collaborative effort by: </li></ul><ul><ul><li>TechSoup Global, </li></ul></ul><ul><ul><li>the Centre for Social Innovation, </li></ul></ul><ul><ul><li>the Information Technology Association of Canada, </li></ul></ul><ul><ul><li>made possible by a grant from the Ontario Trillium Foundation. </li></ul></ul><ul><li>25 donor partners, over 300 donated technology products </li></ul><ul><li>Admin fees displayed in Canadian dollars (pay in Canadian) </li></ul><ul><li>Canadian learning content and regional tech events </li></ul>Register your organization today, to be eligible to request over 300 products from 25 donor partners! www.TechSoupCanada.ca/getting_started
    3. 3. Getting the most out of TechSoup Canada <ul><li>At TechSoup Canada, you’ll find a range of technology services to help your nonprofit: </li></ul><ul><li>Read helpful articles in our Learning Center </li></ul><ul><li>Sign-up for our bi-monthly By the Cup Canada e-newsletter </li></ul><ul><li>Join our community forums to learn from your colleagues </li></ul><ul><li>Browse upcoming events and conferences </li></ul>Register your organization today, to be eligible to request over 300 products from 25 donor partners! www.TechSoupCanada.ca/getting_started
    4. 4. Our Donor Partners Register your organization today, to be eligible to request over 300 products from 25 donor partners! www.TechSoupCanada.ca/getting_started Acteva Adobe Alpha Software Inc. Atlas Business Solutions Blancco Bytes of Learning Cisco Citysoft Concentric eTapestry Flickr GiftWorks GiftWorks - Discounted GrantStation ICWFD Intuit Canada Mailshell Microsoft ReadyTalk Red Earth SAP Business Objects Soc Nonprofit Orgs Symantec Desktop Symantec Enterprise Telosa WebGecko Wikispaces
    5. 5. What products are available Hardware Firewall Hardware Networking Equipment Wireless Networking Hosted Applications Online Collaboration Photo Sharing Training Register your organization today, to be eligible to request over 300 products from 25 donor partners! www.TechSoupCanada.ca/getting_started Office & Productivity Operating Systems Programming Tools Reference Reporting Tools Security Server Applications Web Building Software Software Accounting Anti-spam Antivirus Backup & Data Recovery Database Disk Partitioning Fundraising Multimedia & Graphics <ul><li>For a complete list of products, please visit our website, or view our Summer Donated Products Catalogue pdf. </li></ul>
    6. 6. Agenda <ul><li>What are reports, analytics and dashboards? </li></ul><ul><li>How do you decide what to measure and how to show it? </li></ul><ul><li>Case Study: Potluck Café </li></ul><ul><li>More Examples </li></ul>
    7. 7. Community vision We care about Future sustainability.  We invest in the Future through our focus on Children, Education and the Environment.  We do this through: <ul><li>Using our technology to transform social issues and build capacity in community organizations </li></ul><ul><li>Leveraging our talent to create meaningful gifts to the community and strengthen employees’ careers </li></ul><ul><li>Community leadership that inspires employee engagement and attracts top talent </li></ul><ul><li>Attracting partners and customers through our reputation as a caring company and corporate citizen </li></ul>
    8. 8. How non-profits use our technology <ul><li>Donor reporting </li></ul><ul><li>Board of Directors reports and dashboards </li></ul><ul><li>Operational reports </li></ul><ul><li>Managing volunteers </li></ul><ul><li>Fundraising </li></ul><ul><li>Communications </li></ul><ul><li>HR Reporting </li></ul><ul><li>Performance Management </li></ul>
    9. 9. State of the Art? http://digitalroam.typepad.com/photos/uncategorized/2008/04/19/ledger.jpg
    10. 10. Reporting and Dashboards
    11. 11. Report Samples
    12. 12. Visual “What-if” Analysis
    13. 13. Lenses
    14. 14. Case Study: Potluck Café Society
    15. 15. Potluck Café Case Study <ul><li>Potluck background </li></ul><ul><ul><li>Potluck’s vision is to improve the quality of life and economic vitality in the Downtown Eastside (DTES) community of Vancouver by providing permanent, stable jobs and accessible, nutritious meals to residents </li></ul></ul><ul><ul><li>Potluck operates market-rate café and catering enterprises that generate revenues to support Potluck’s food related programs in the DTES </li></ul></ul><ul><li>The Challenge </li></ul><ul><ul><li>Difficulty communicating value (impact) to funders </li></ul></ul><ul><ul><li>Challenges engaging Board in strategic planning </li></ul></ul>
    16. 16. What to measure?
    17. 17. Who needs to see it?
    18. 18. How to show it?
    19. 19. First drafts
    20. 20. © SAP 2009 / Page
    21. 21. © SAP 2009 / Page
    22. 22. © SAP 2009 / Page
    23. 23. © SAP 2009 / Page
    24. 24. © SAP 2009 / Page
    25. 25. © SAP 2009 / Page
    26. 26. Results <ul><ul><li>“ [The board] said ‘Wow! We do all that?’ The dashboard was a great way to communicate to the board both our breadth of programs and depth of impact.” </li></ul></ul><ul><ul><li>“ the board asked: ‘Why do I care about that?’ This was an opportunity for me to use the information we had to hand to communicate the impact of our community involvement. For example, everyone knew the free meal program but was not aware of the community sponsored meal program.” </li></ul></ul><ul><ul><ul><li>-- Heather O’Hara, Executive Director, Potluck Café & Catering </li></ul></ul></ul>
    27. 27. <ul><li>Examples: </li></ul><ul><li>Web Marketing Analysis </li></ul><ul><li>Survey Analysis </li></ul><ul><li>Web Deployments </li></ul>Web 2.0 as Source and Destination
    28. 28. Example: Marketing Analysis
    29. 29. Example: Customer Survey Analysis © SAP 2008 / Page © SAP 2008 / Page
    30. 30. Web Deployments
    31. 31. Examples
    32. 32. Interactive © SAP 2008 / Page
    33. 33. Example: Mailing List Address Cleansing <ul><ul><li>Benefits </li></ul></ul><ul><ul><ul><li>Enable direct marketing with a cost-effective solution for addressing cleaning </li></ul></ul></ul><ul><ul><ul><li>Instantly and easily clean, validate, and correct your customer addresses and mailing lists </li></ul></ul></ul><ul><ul><li>Features </li></ul></ul><ul><ul><ul><li>Basic Data Validation and Cleansing </li></ul></ul></ul><ul><ul><ul><li>Basic batch-mode address entry </li></ul></ul></ul><ul><ul><ul><li>Summary-level Reporting </li></ul></ul></ul><ul><ul><ul><li>Subscription pricing </li></ul></ul></ul><ul><ul><ul><li>No setup, IT involvement or Capex required </li></ul></ul></ul><ul><ul><li>Customers </li></ul></ul><ul><ul><ul><li>Fits organizations that have modest mailing requirements (e.g. nearly all SMBs, departments larger firms) </li></ul></ul></ul>
    34. 34. Board Dashboard <ul><ul><li>Board Reporting (with Social Enterprise specialization) </li></ul></ul><ul><ul><ul><li>Reports and Dashboards for Boards of Directors </li></ul></ul></ul><ul><ul><ul><li>Provide updates on Financial, Organization and Mission-related metrics </li></ul></ul></ul><ul><ul><ul><li>What-if analysis for funding and program decisions </li></ul></ul></ul>
    35. 35. Example: Marketing Campaign Analysis <ul><ul><ul><li>Marketing Campaign Reporting </li></ul></ul></ul><ul><ul><ul><li>Measure and manage email, direct mail and phone campaigns, market and demographic research </li></ul></ul></ul><ul><ul><ul><li>Optimize results and maximize return on marketing spend </li></ul></ul></ul><ul><ul><ul><li>Integration with CRM systems (e.g. saleforce.com) </li></ul></ul></ul>
    36. 36. Example: Development Reporting <ul><ul><li>Donor Predictability Modeling </li></ul></ul><ul><ul><ul><li>Optimize development and donor predictability </li></ul></ul></ul><ul><ul><ul><li>Apply sales pipeline methodology to development </li></ul></ul></ul>
    37. 37. Example: Interactive Stakeholder Communications Embedded interactivity inside PDF <ul><li>World’s leading reporting and data presentation solution </li></ul><ul><li>Design, explore, visualize, and deliver reports via the web or embedded in enterprise applications </li></ul><ul><li>Deliver personalized reports to thousands of users </li></ul>
    38. 38. Example: Highlighting Issues
    39. 39. Example: Volunteer/Development
    40. 40. Example: Interactive Visual Analytics
    41. 41. Example: Fundraising
    42. 42. Example: Project Portfolios
    43. 43. Resources <ul><li>Products </li></ul><ul><ul><li>TechSoup http://www.techsoupcanada.ca </li></ul></ul><ul><ul><li>SAP Business Objects Developer Community http://diamond.businessobjects.com </li></ul></ul><ul><ul><li>SAP Business Objects products http://www.businessobjects.com </li></ul></ul><ul><li>Reporting & Measurement </li></ul><ul><ul><li>Global Reporting Initiative http://www.globalreporting.org/Home </li></ul></ul><ul><ul><li>Stanford Social Innovation Review http://www.ssireview.org/ </li></ul></ul><ul><ul><li>Demonstrating Value Project http://www.demonstratingvalue.org </li></ul></ul><ul><li>Data Visualization </li></ul><ul><ul><li>Say It With Charts, Gene Zelazny </li></ul></ul><ul><ul><li>Back of the Napkin, Dan Roam </li></ul></ul>
    44. 44. Product Donations Program Eligible charities and nonprofits can request from a selection of over 300 donated technology products from 25 donor partners Register your organization today, to be eligible to request over 300 products from 25 donor partners! www.TechSoupCanada.ca/getting_started Step 1. Register with TechSoup Canada Step 2. Submit qualification documents Step 3. Request products <ul><li>To help you save time, and better understand the registrationprocess, please utilize the Online Registration Worksheet. </li></ul>
    45. 45. Steve Williams Director, WW Community Environment and Technology Programs [email_address] +1-604-974-2232 Questions?

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