Secrets of the BI Baristas Dallas Marks and Guests Panel Discussion" SESSION CODE: 0802"

Transcription

1 Secrets of the BI Baristas Dallas Marks and Guests Panel Discussion" SESSION CODE: 0802"

2 2 Breakout Description! Much has been written about creating a Business Intelligence Competency Center or Center of Excellence. But many BI organizations struggle to move beyond IT s traditional utility company method of delivering services and instead become a customer-focused organization." In this session, we ll investigate BICC best practices of building a team that is both business savvy as well as tech savvy while looking to the neighborhood coffee shop for inspiration. You ll be better prepared to build better BI solutions from the grounds up by putting the right business intelligence tools on the menu, providing both instant (self-service) and barista (IT supported) offerings, rewarding your best customers, and giving passionate customer support. No green apron required."

3 3 About Dallas Marks! Image credit: Morgan Noble Photography I am a Principal Technical Architect and Trainer at EV Technologies, a SAP partner focusing on business intelligence and business analytics." I am a SAP Certified Application Associate and authorized trainer for Web Intelligence, Universe Design, Dashboards, and SAP BusinessObjects BI Platform administration. I have worked with SAP BusinessObjects tools since 2003 and presented at the North American conference each year since 2006." I have implemented SAP BusinessObjects solutions for a number of industries, including energy, health care, and manufacturing. I hold a master s degree in Computer Engineering from the University of Cincinnati." I am co-author of the SAP Press title SAP BusinessObjects Web Intelligence, 3rd edition and blog about various business intelligence topics at

4 4 What was your BEST customer experience?!

5 5 Why Starbucks?! Grew from single store into global brand in 58 countries" Redefined the consumer image of coffee" Well known for the experience, not just the coffee" Image courtesy Starbucks Coffee Company

6 Secrets of a Business Intelligence Barista THIRD PLACE BUSINESS INTELLIGENCE

7 7 What is Business Intelligence? Getting the right information to the right people at the right time Business Intelligence Competency Centers: A Team Approach to Maximizing Competitive Advantage, Miller et. al., Wiley (2006).

8 Business Intelligence Challenges! 8 Image courtesy istockphoto.com, used with permission Data Challenges" Technology Challenges" Process Challenges" Strategy Challenges" User Challenges" Cultural Challenges"

9 9 Traditional Definition of BICC! A cross-functional team with specific tasks, roles, responsibilities, and processes for supporting and promoting the effective use of Business Intelligence across the organization. Gartner Research Quoted in Business Intelligence Competency Centers: A Team Approach to Maximizing Competitive Advantage

10 10 Starbucks as Third Place! A place for conversation and a sense of community. A third place between home and work. Image courtesy Starbucks Coffee Company Starbucks Mission: To inspire and nurture the human spirit one person, one cup, and one neighborhood at a time.

11 11 Third Place Business Intelligence! Image courtesy Starbucks Coffee Company The business intelligence competency center is a third place between the cubicle and corporate IT that provides a collaborative environment to solve business challenges and align execution to institutional strategy.

12 Ingredients of a BICC! Business Skills Analytic Skills 12 IT Skills

13 13 Functional Areas in the BICC! BI Delivery Data Acquisi:on Data Stewardship Project Management Business Analysis Training Customer Service

14 Panel: Creating a Third Place!

15 Secrets of a Business Intelligence Barista BUSINESS INTELLIGENCE MAGIC QUADRANT

16 16 Typical Magic Quadrant!! Gartner Magic Quadrant Business Intelligence 2012

17 17 Business Intelligence Magic Quadrant! High Complexity Low Complexity Created by Business Intelligence Barista Created by Business User

18 18 Business Intelligence Magic Quadrant! High Complexity Low Complexity Created by Business Intelligence Barista Created by Business User

19 19 The Holy Grail?! People who believed in the myth of self-service reporting

20 20 Panel: Mapping your BI Strategy! High Complexity Low Complexity Created by Business Intelligence Barista Created by Business User

21 Secrets of a Business Intelligence Barista" REDEFINE THE CUSTOMER EXPERIENCE!

22 22 Customer Experience! Challenges using tools Difficulty understanding data Frantically running business while waiting for lengthy BI project Unsure where to go for help

23 23 The Starbucks Promise! Image courtesy Starbucks Coffee Company Your should be perfect, every time. If not, let us know and we'll make it right.

24 24 The BI Barista Promise! Image courtesy Starbucks Coffee Company Your should be perfect, every time. If not, let us know and we'll make it right.

25 Panel: Redefining the Customer Experience!

26 Secrets of a Business Intelligence Barista RESOURCES

27 27 Recommended Reading! Performance Dashboards: Measuring, Monitoring, and Managing Your Business, by Wayne W. Eckerson, Wiley, 2010" Business Intelligence Competency Centers, by Gloria Miller, et. al., Wiley, 2006"

28 28 Recommended Reading! Leading the Starbucks Way, by Joseph A. Michelli, McGraw-Hill, 2013" The Starbucks Experience, by Joseph A. Michelli, McGraw-Hill, 2006"

29 29 Recommended Reading! Onward, by Howard Schultz & Joanne Gordon, Rodale, 2012 Pour Your Heart Into It, by Howard Schultz & Dori Jones Yang, Hyperion, 1998 It s Not About the Coffee, by Howard Behar, PorIolio Trade, 2009

30 30 Recommended Reading! The Apple Experience, by Carmine Gallo, McGraw-Hill, 2012" When Fish Fly: Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market, by John Yokoyama and Joseph A. Michelli, Hyperion, 2004"

31 Secrets of a Business Intelligence Barista WRAPPING UP

32 32 Final Thought! Image courtesy Starbucks Coffee Company We re not in the business intelligence business serving people, We re in the people business serving business intelligence.

33 LEARNING POINTS! List 1-3 key points that attendees will take away from your session."

34 RETURN ON INVESTMENT! If applicable, highlight any aspect of your presentation that can contribute to a significant ROI. Omit slide from presentation if necessary."

35 BEST PRACTICES! List one or more practices that can be obtained specific to your topic area."

36 KEY LEARNING! Highlight/summarize 3-5 key learning points from the presentation."

37 FOLLOW US! Follow the ASUGNews team:" Tom &" Courtney For all things SAP"

38 THANK YOU FOR PARTICIPATING! Please provide feedback on this session by completing a short survey via the event mobile application." " SESSION CODE: 0802!! For ongoing education on this area of focus, visit