people
Dashboards and Scorecards
An O2C Teachable Point of View
Intuit Proprietary & Confidential2
Previous StateReports, Dashboards and Scorecards Abound!
Various reports and avenues existed at all levels of the organization….
O2C spent up to 30 hours weekly on report creation and delivery
…but are we measuring the right things and doing it the most efficient way?
Intuit Proprietary & Confidential3
Strategy around our vision for a self serve “right for me” reporting mechanism
The Process:
Charter: Develop an accurate and comprehensive view of O2C performance that leads to better decisions and enables growth.
Establish ScopeDevelop a clear understanding of the opportunity and the areas
you are solving for
Achieve Metrics Line of SightGet alignment on what’s important ensuring we are measuring
the right things and looking at it the right way
Clear and Concise PresentationBuild an operating mechanism that is easily accessible and
enables quick assessment of performance and areas of opportunity
people
Establishing the Right Scope What metrics and audience are you solving for?
Intuit Proprietary & Confidential5
Dashboards Defined
• What is a dashboard?– A visual display of the most important information needed to achieve one or more objectives that has been consolidated on a single computer screen so it can be monitored and understood at a glance
• What’s so hard about this?– Establishing scope! The challenge is squeezing a lot of information into a limited area, while preserving clarity and highlighting important elements
– Deciphering between an output and a diagnostic metric
Intuit Proprietary & Confidential6
Two general types of metrics…
• Output Metrics– Must have line of sight to an organizational objective or business outcome.
– Commonly referred to as a Key Performance Indicator– Always has a target (if not then it might be a diagnostic metric)
• Diagnostic Metrics– A metric which is used to explain or diagnose the output (KPI) metric if it is overachieved or under achieved.
– Has to have line of sight to a KPI and its goal– May not have a target
Intuit Proprietary & Confidential
Determine the Scope of the Dashboard
What you are solving for will define the levels of summarization and frequency required
7
people
Achieving Metrics Line of Sight How do we ensure we are measuring the right things?
Intuit Proprietary & Confidential9
Information Requirements Discovery
Critical Success Factors
Questions and answers
key performance indicators
data requirements
Information Requirements
Analysis
Data Requirements
Analysis
BusinessQuestions
Business Metrics
Data collection
Business Decision
Gaps
Intuit Proprietary & Confidential
Business OutcomesCorporate Big Y’s
Key Performance Indicators
Organizational Big Y’s
& little y’s
Process x’s Tactical andDiagnostic Metrics
Line-of-Sight
Achieve an integrated set of Biz Metrics with clear Line-of-Sight
Line-of-Sight Ability to see connection to top business outcomes
Y = Y = ƒƒ (X(X11 , X, X22 , X, X33 , X, X44 ,,……))
10
Intuit Proprietary & Confidential11
O2C Reporting Drill Down Taxonomy Example
Strategic View
TacticalView
Operational View
Characteristics Example
• Top Level View starts with the “business question”
• Tied to strategic “outcomes” that are important
• Key performance indicators tied directly to strategic outcomes
• KPI’s measured against relevant targets that that are actionable when Red or Yellow
• Drill downs to see problem areas that contributed to KPI’s being off target
• Closer to Real Time Metrics• Trending to show impact over
time
Y1 : Are we meeting our promises to our customers?
Outcomes
Focusing on critical few metrics with supporting detail and drill down when needed.Focusing on critical few metrics with supporting detail and drill down when needed.
KPI’s
Promise Ship DatePerformance
Promise DeliveryDate Performance
Drill Downs
Order to DeliverySegment TAT
Failures by BU andOrder Source System
Aging of failed OrdersBy BU
Intended vs.Unintended Exceptions
Intuit Proprietary & Confidential12
What’s Important…Critical Success Factors that tell us how O2C is Performing
Y1 : Are customerCommitments being met?
Promise Ship DatePerformance
Promise DeliveryDate Performance
Outcomes KPI Drill Downs Questions
Exception Rate How many intended vs Unintended exceptions did we
Have?
Did we have more exceptionsthis year than last year?
Y2 : Are systems & opsprocessing orders
effectively and efficiently?
YoY ExceptionVolume
Where in the process did the order lines fail?
(Order 2 Import, Import 2 Book,Book 2 Extract, or Extract
2 Ship)
How late were the orders?
What was our ship toDeliver turn around?
Aging failed deliveries
What were the top items that Failed?
Did we fail more with oneType of carrier?
Intuit Proprietary & Confidential13
Information requirements discover helped us define our O2C reporting taxonomy view…
Executive Scorecard
Tactical Dashboards
Operational Dashboards
Characteristics Audience
• Starts with the top of mind “business question”• G,Y,R Score against CTQ• Displays only Critical Few (5 to 7 Key Metrics
max)• High Level Commentary Supported by
Dashboards
• Snapshot over time (trends)• YoY, WoW, MoM Comparisons• High level drill downs to see problem areas by
predefined filters (BU, Offering type, etc.)• Data is available On Demand.
• Closer to Real Time Metrics• Focus on SLA’s and KPIs that are actionable• Lower level drill downs to get to root cause.• Focus in squarely on self serve (Pull vs. Push)
• Steering Committee• Executive Leadership• CIO/CFO Exec Review• Directors
• Operations Managers• O2C Analyst• BUI Constituents• Production Support
• Operations Managers and Analyst
• Control and Monitor Analyst
• Functional Experts
Intuit Proprietary & Confidential14
Creating a Drill Down Dashboard
people
Dashboard and Scorecard Industry Best Practices What is the best way to represent information?
Intuit Proprietary & Confidential16
How Many 5’s Do You See?
1101914941382131076192207472197183739461430 1078847167278353347824990292107476106168311 4710381263329186319268443332944956316280108 41076929221
110191494138213107619220747219718373946143010 788471672783533478249902921074761061683114710 381263329185631926844333294495631628010841076 929221
11019149413821310761922074721971837394614301 07884716727835334782499029210747610616831147 10381263329128563192684433329449563162801084 1076929221
Far Easier To Pick Outliers Using Visual Appeal And Color
Intuit Proprietary & Confidential17
Introduction To Bullet Charts
Bullet Charts Are Gaining Momentum In Becoming Part Of A Standard DashboardBullet Charts Are Gaining Momentum In Becoming Part Of A Standard DashboardSource: http://www.perceptualedge.com/blog/
http://www.exceluser.com/explore/bullet.htm
Bullet Chart:• Communication story based on the performance bands / range where the metric falls.
• Effective communication chart: Provides a visual display of metric involved. Solves for opposite metrics as “Profit” and “Expenses” through a reversal of the sequence band.
• Small footprint allows for more real estate usage in the dashboard.
• Environment friendly: Effective use of gray-scale as against traditional stop-light based dashboards solves for black-and- white prints (and also passes the color blind test).
• Highly advocated by visualization experts.
Intuit Proprietary & Confidential18
Introduction To Spark Lines
Spark Lines:
• Simple line graph showing trend over a certain time frame.
• Spark lines are represented without any axes.
• Spark lines are meant to show the relative trend / movement of a metric over time rather than represent its absolute value.
Intuit Proprietary & Confidential19
The Two Charting Systems Together
Source: Stephen Few, Information Dashboard Design
Sparkline
Bullet graph
people
The Results of our Journey From and “To Be” State
Intuit Proprietary & Confidential21
Applying these practices and principles allowed us to go from this…
Intuit Proprietary & Confidential22
Various reports and avenues existed at all levels of the organization….
O2C spent up to 30 hours weekly on report creation and delivery
…but are we measuring the right things and doing it the most efficient way?
Applying these practices and principles allowed us to go from this…
Intuit Proprietary & Confidential23* Measurements for APD, CTG, SBG & FSG
Metrics aligned to the key business
question and KPIs
“Pulse” shows trends over
time relative to targets
Horizontal bar chart provides quick R/Y/G insight into
performance
To something more succinct and visually pleasing, while telling a story people get right away…
Intuit Proprietary & Confidential24
Final Words of Wisdom Around Dashboards*
Five Essential Rules For Creating Actionable Dashboards1. Benchmark & Segment: Do not report a metric by itself…use a point of reference (use time based references, various indices and associated targets)
2. Isolate Critical Few Metrics: Gain understanding on the critical few that drive the business (define outcomes that drive the business and associate metrics corresponding to these outcomes)
3. Don’t stop at Metrics – Include Insights: Do not just have a collection of numbers and leave it to the user to infer
4. Understand the power of a single page: Anything more is a report (we have critical metrics on one page and drill downs further if you need the details)
5. Churn (and stay relevant): Dashboards are not carved in stone and are not permanent (they will continually evolve).
* Avinash Kaushik , Web Analytics Guru & former Intuit employee in the WCG team in his book: Web Analytics – An Hour a Day
people
AppendixSupporting Detail
Intuit Proprietary & Confidential10/11/2010Intuit – Confidential 26
TransformationInputsOrders
Sales
Requests
x’sfrom Suppliers to Customers
OutputsPromises Met
SLA Target Success Rate
Y’s
x’s VariablesProcess Cycle Time
Source of Requests
Inputs
Car
Driver
Outputs
Destination Reached
Arrival Time
Variables
Route taken
Average Speed
The Process of Driving …1 0 021
Intuit Proprietary & Confidential27
Works Cited
• Learning's and content for this TPOV came from several different decks and represent a culmination of best practices from business analyst across Intuit…–Reid Burkhardt–Sanjay Ramanujan–Daniel Gouin–Albert Chang–Vittorio Sciulii
Top Related