Effective Strategy Execution

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Rudolf Mosley
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1 Bernd Heesen Effective Strategy Execution Improving Performance with Business Intelligence 4y Springer

2 Contents 1 Management Challenges in Dynamic Business Environments Increased Complexity Timely Decision and Execution The Challenges with Strategy Execution Strategy Barrier Management Barrier IT Barrier 17 2 The Strategic Alignment Process World of Strategic Business Intelligence Business Perspective IT Perspective New Tools and Philosophies for Managers Business Intelligence Management by Objectives Strategic Alignment Remote Control 42 3 Preparation for Strategy Execution Strategy Formulation ' Functions and Attributes of Strategy Coordination and Alignment Emergent Strategies Definition of KPIs The Value Scorecard Use of KPIs for Strategy Execution Effective Use of KPIs Tracking KPIs and the Need for Business Intelligence Value of Information Business Intelligence 82

2 New Tools and Philosophies for Managers 35 2.2.1 Business Intelligence 36 2.2.2 Management by Objectives 2.0 38 2.2.3 Strategic Alignment Remote Control 42 3 Preparation for Strategy Execution 45 3.

3 xiv Contents 4 Strategy Execution \ Analyze Past Analytics for Continuous Learning Current Analytics for Strategy Alignment Future Analytics for Strategy Creation Decide Act Outlook f Innovation Adoption Business Intelligence Maturity Business Intelligence Return on Investment Limitations to Analytics Performance Culture What Next? " Case Studies Tetra Pak's journey to Business Intelligence Maturity Introduction BI Maturity Model Tetra Pak Conclusion Improvement in After Sales Support via Remote-Service at Daimler AG Introduction The After-Sales division at Daimler Measuring the Improvement of the Customer Experience Enabling a Solution for the After-Sales Support via Remote-Service The Service Process Productivity Improvements via Remote-Services Conclusion Implementing a Balanced Scorecard to Improve the Performance of Public Administration: The Case of the City Aix les Bains and Its Social Cohesion Policy Introduction The Implementation Approach The Use of the Balanced Scorecard to Define and Execute the Social Cohesion Policy in Aix-les-Bains Strategy Map of Social Cohesion Including the Five Pillars of Excellence Results Summary 156

4 Performance Culture 121 5.5 What Next? ". 125 6 Case Studies 127 6.1 Tetra Pak's journey to Business Intelligence Maturity 128 6.1.1 Introduction 128 6.1.2 BI Maturity Model 130 6.1.3 Tetra Pak 131 6.

4 Contents 6.4 Improving Strategic Alignment with^crm and Analytics at Wiirth: Excellence in Sales Introduction Wiirth Company Profile Market Environment and Business Strategy Objectives of the CRM Initiative...~ CRM for Sales Force, Sales Service and Telesales Centralized View Upon Customer Information Enhancement of Field Force Efficiency and Customer Service Automatic Creation of Call Lists for Telesales Effective Reporting of All Data Consulting and Implementation Approach Conclusion and Perspectives f How Business Intelligence is Leveraged at the Federal Employment Agency of Germany to Increase the Effectiveness of Activities to Prevent and Reduce the Duration of Unemployment Introduction to the Federal Employment Agency Use of BI-Tools Within the BA The Governance Control of the BA Key Performance Indicators as Parameter to Determine Strategic Direction Professional Use of BI-Tools The Data Warehouse The Architecture of the Data Warehouse Modeling and Realization of Controlling Indicators Operation of the Data Warehouse Availability of Data Conclusion and Outlook Development of an Operational Reporting Platform at Giesecke & Devrient to Enable Quicker, Better-Informed Decision Making Introduction Current Situation and Issues Business Process Design with Business Use Cases Reporting Governance Data Warehouse Structures and Dimensions Conclusion Midwest Bell's Execution of a Hidden Strategy Causing Conflict of Interest and Resistance Introduction, Promoted Through the Ranks The Company 193

4.8 Automatic Creation of Call Lists for Telesales 164 6.4.9 Effective Reporting of All Data 164 6.4.10 Consulting and Implementation Approach 165 6.4.11 Conclusion and Perspectives f 166 6.

5 xvi Contents January A February March April May June July August Program Effort Rejuvenated 204 Glossary 205 References 211 About the Authors 221 Index 225

7.11 August 202 6.7.12 Program Effort Rejuvenated 204

Improving Performance with Business

Bernd Heesen Effective Strategy Execution Improving Performance with Business Intelligence Second Edition Springer Contents 1 Management Challenges in Dynamic Business Environments 1 1.1 Increased Complexity