Analyzing Data on the Fly –Using Analytics to Enhance Customer 

SatisfactionRon Nyegard

Director of Business SystemsSTERIS Isomedix Services

STERIS Corporation

• Headquartered in Mentor, Ohio• $1.3 billion annual sales• Facilities in 17 countries; sales in 60 countries• Approximately 5,000 employees worldwide• Traded on NYSE under symbol STE

Isomedix Locations & Technologies

Isomedix Services – Gamma Irradiation

12 Processing Locations

Isomedix Services – Ethylene Oxide

9 Processing Locations

Isomedix Services – Process Flow

Receiving Process Setup In Process

Ready to Ship Released Processed

Business Intelligence Challenges

•Operational Network•Staffing•Inconsistencies•Data Retention Requirements

BI Challenges – Distributed Network

OperationsSQL Server Database

x 19

Processing Locations

Home‐based Sales Force

x 16

BI Challenges – Clandestine Reporting

BI Challenges – Inconsistent Customer Presentations

BI Challenges – Inconsistent Application Reporting

Operations SQL Server Database

Crystal ReportsExport to Excel

Event Tracking

SQL Server Database

No internal toolExport to Excel

Health, Safety, EnvSQL Server Database

Proprietary toolExport to Excel

BI Challenges – Data Retention Requirements

Receipt Count by Location – 2007 to 2011

STERIS Isomedix Tableau Environment

Desktop(Analysis Tool)

Server(Sharing / Collaboration Tool)

Event Tracking

SQL Server Database

Operations SQL Server Database

Health, Safety, EnvSQL Server Database

Data Warehouse SQL Server Database

Tableau Server Users

• Zone Directors• Plant Managers• Production Managers• Quality Systems Managers• Quality Analysts

• Sales Directors• Territory Sales Reps• Marketing Manager

• Corporate Administration• QS/RC Director• QS/RC Corporate Staff• Health, Safety, Environmental Dept• Human Resources

Monitoring Customer Satisfaction

Monitoring for Process Delays

EO Processing Facility Layout

EO Chamber Change‐Over (Control Chart)

EO Chamber Change‐Over (Comparison)

Equipment Utilization

Monitoring Process Volumes

Geographic Capabilities

System Adoption – Managing Change

Return On Investment

• Month‐end / Quarter‐end Reporting– 80% time reduction– Improved data analysis / interpretation– Better Visualizations = Better decision‐making

• Facility‐based Operational Reporting– Reduction in “clandestine” reporting– Customers appreciate “single‐view”– Expanding to more Customers

• Expanding Scope

How to Get Started with Tableau

Tableau Server

Desktop(Analysis Tool)