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Agency Performance Monitoring (APM) – Revised Edition

Product Operations & Enterprise DataARC

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Risk Quotation

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Confidential. © 2012 Airlines Reporting Corporation, All Rights Reserved.

Risk comes from not knowing what you’re doing and thus vary inversely with knowledge --Warren Buffett, American Investment Entrepreneur

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Agency Performance Monitoring (APM)

- Agency performance monitoring (APM) is designed to capture the end to end view of agency KPIs to reflect transaction based performance rating for all ARC agents over 12 months time period.

Measure : Risk = Probability X Impact

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Background of APM

APM was created in 2011 to validate END-to-END risk monitoring concept for fraud prevention.

APM prototype was a great success, but since it was proof of concept, back end process was not optimized to keep it refreshed at specific time interval.

Old process would require running several SQLs and crunching formulas in EXCEL to update APM dashboard and typical cycle was monthly for about 4 - 6 hrs.

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APM Dashboard (Old Version)

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NEW REVISED APM

We created new APM metadata back end process (taking a leaf from Agentelligence tool) to pull together various sources of the data.

Macros have been created to automate weekly data generation.

Metadata layer takes only15-20 min to update all tables on a weekly basis.

All risk calculations are designed in the tool itself to save computing .

UI Dashboards are revised to make it look cool.

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Process Overview Diagram

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Confidential. © 2012 Airlines Reporting Corporation, All Rights Reserved.

Source Table APM Metadata User Interface User

Tableau DashboardAPM

Master Database

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Load Source Tables

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Teradata Access Metadata Table

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APM Metadata Update Forms

Step-wise version One-click version

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New KPIs

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Tableau Dashboard Map View (Demo)

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Tableau Dashboard Reporting View (Demo)

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Improvements (Before/After)

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Comparative Metrics Older Version New Version

# of Process Steps 12 3

Total Run-Time for Update 4 – 6 hr 15 – 20 min

Update Cycle Monthly Weekly

Performance Same Same

Aggregation by HOL No Yes

Dashboard -- Improved

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Question/Feedback

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Appendix

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Ranking Each KPI RANK(X1, X1:Xn) Weighting Top KPIs

Risk KPIs Weighting %

Manual Void/saleIf <100, then 0.20If >100, then 0.30

Rd/ RD_AMT If <2, then 0.40If > 2, then 0.50

DM Count 0.05Bond amt/sale 0.05

Refund 0.10Commission 0.05

Mega Constant

Mathematical Risk Calculation = ( 1-(Xn-X1/Xn))*100