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CustomerCaseStudy May2011
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TheNeed
Theneedtohighlightperformancerelatedissuestooperationalmanagementfortimely
decisions
Reducethemanpowerthatiscurrentlygeneratingreportsmanually
Helpinstrategizingforleakageofrevenue
DataInconsistency,Multiplesources,andtimeconsumptionmakesitdifficultfor
operationalleaderstoprovideeffectiveanalysis.
Problemofidentification,analysisandevaluationofbusinessproblems
Everincreasingcostofoverheads
Continuousneedforproblemsolving,planningandotherOperationalProcessefficiency
Decisionsupportsystem,high/lowendanalytics;generatereportstohelpinplanningthe
businessbetteracrossdifferentprocesses
DataIntegrityandSecurity
Dataconsistencyatanorganizationlevelacrossdifferentdatasources
ReportFeaturesDrilldown,Drillthrough,ChartandPivoting
DownloadReport(PDF,Excel,HTML)
Static,Parameterized,AdhocandDashboard
reports.Reportschedulingforstaticreports
TheChallenges
Understandingtheexistingbusinessprocesseswithoutadequatedocumentationavailable
waschallenging.
ThesolutiondemandedthedesignofarobustETLframeworkwhichtakescareofexisting
DataInconsistencyfromMultiplesources.
Variouslegacyownerssituatedindifferentcountriesneededtobefamiliarizedwiththe
projectneeds,andthesolutionneededtobecustomizedaccordingtotheirsystemsand
requirements.
The
Solution
TheBusinessIntelligencesolutionisprovidedtoclientthatisimplementedasonpremise
reportingtoolwithdatacollectedfromdifferentsourceslikeExcelsandInternalCRM,
TransportManagementandotherInternalDatabasesforAttendanceandProductivity
Tracking.Transformedthedataasperbusinessrulesfordifferentprocessesandloadit
intoacentralizeddenormalizeddatabasewhichiscentralizeddatasourceforBITool.The
completedesignofBISolutionconsistsof:
CASESTUDYBusinessIntelligenceSolution
TheclientleadingBusinessProcessOutsourcing(BPO)offersextensiveservicesthatcoverthe
entiregamutofcall/contactcenterandbackofficetransactionprocessing.
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DefinedtheScopeofWorkbyinvolvingtheallkeystakeholders(OpsHeads,Sr.Managers,
Managers,TLs)
ETLstrategy,design,anddevelopment
Theonline
reporting
solution
using
JumboAnalysisTM
and
pre
generated
reports
through
email.
SDLCProcess
Wefollowedthetypicalwaterfallmodelwithoccasionalprototypingwhenevernecessary.The
activityinvolvedincluded:
AlongwithourBusinessIntelligenceexpertise,westandardizedmostoftheSDLCprocessesand
rewrotethemtosuittheuniqueneedsoftheBIprojects,whichresultedinarobustdelivery
modelbackedbyastrongprocesslibrary.
OurdedicatedProjectManagerhasbeeninvolvedinthecompleteBIsolution,rangingfrom
technicalspecificationstoUserAcceptanceTesting,coveringmostoftheSDLCprocess.The
projectwasdeliveredonaturnkeybasisbeginningwithrequirementsmanagementanddesign
anddevelopmentthroughcompletionandongoingmaintenance.
TheProcessinvolved:
Requirementmanagement
Functionalandtechnicalspecificationsdevelopmentandconstruction
Testing(Unit,QAandUAT)
Ongoingapplicationmaintenanceandproductionsupport.
TheResultThesolutionhasminimizedtheneedofmanualeffortsincollectingdatafromvariousreport
sources.Thesolutionprovidesaconsolidatedviewofinformationacrossallsitesinwhichthe
Clientoperatesandeliminatestheneedformanualprocessing,therebyloweringadministration
costandthedecisionmakingcycleanderrorsthatmanualprocessesareproneto.
CostBenefits
Reductionindataloadwindow:Duetoanefficientdesignoftheapplicationtoprocessthe
dataarrivingfrommultipledatasourcesintocentralizeddenormalizeddatabase,there
wasareductionintheloadwindowofnearly50%.Thereductioninloadwindowleadtoa
nearly25%savingsoftheresources,hardware,andmanpower.
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AutomatingtheDataValidationandDataQualityChecks:Automatingthedatavalidation
rulesanddataqualitychecksledtosignificantdecreaseintheturnaroundtimeandleadto
effectiveutilizationof20%ofthoseresourcestimeinotherproductiveareas.
MoreControlandBetterValue
Morereliabledatafordecisionmakers
Easiercomparisonofinformationacrossdifferentdepartments,usingoneversionof
reportforsamecomparisonwithdifferentcriterias.
Easiersharingofconsistentinformationbetweendifferentusergroups,andwith
customers,partners,andsuppliers
Morecoordinatedsecurity,tominimizeunauthorizeddataaccess
BetterAlignmentwithBusinessNeeds
Givensolution
to
our
client
to
connect
goals,
metrics,
and
people
across
the
enterprise
to
manageandoptimizeinformationflowslikeotherbusinessprocesses,leadingtoimproved
alignment,transparency,andperformance.Ithelpedin:
Moretimelyanswerstobusinessquestions
Easiercrossdataanalysistorevealrevenueleakage
Improvedcostvisibility
BetterriskmanagementbyhavingbettercontrolonPerformanceissues
BillingandPerformanceTrendAnalysisatdifferentleveloforganizationhierarchy,
Processesandlineofbusiness.
DataConsistency:
Foundation
for
Performance
Optimization
Establisheddataconsistencythatishelpingourclienttoensureallusershavetheright
informationatrighttimefordecisionmaking.Ithelpsinoptimizedbusinessprocesseswithinthe
organizationandacrosstheirextendedecosystemofcustomers,partners,andsuppliers,inareas
suchas:
Financialperformancemanagement
Operationalperformancemanagement
Strategymanagement
Governance,risk,andcompliance
ImprovedClientFocus
ThesolutionhasenabledtheClienttofocusonitscorebusinessandonbuildingmoreefficient
systemsforitsbusiness.
Pleasecontactsales@businessintelligenze.comformoreinfoonthisCustomerCaseStudy.
