1

Example #3

Creating Value through the organization

FROM THE BIG BANG TO NEW ECONOMY, A JOURNEY IN MAKING SENSE OF BIG DATA

FROM THE BIG BANG TO THE NEW ECONOMY, A JOURNEY IN MAKING SENSE OF BIG DATAPatrick Deglonpdeglon@gmail.com

linkd.in/pdeglon

3

Analytics as a function?

Embedded Model Functional Model

“I’m following my BU leader, but can’t get promoted”

“I’m a partner of business execution”

Need to tracksatisfaction/loyalty/trust

of our partnership

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

4

Net Promoter Score

0 1 2 3 4 5 6 7 8 9 10

NPS: How likely is that you will recommend [Brand Name] to a friend or a colleague?

Detractors PromotersPassives

NPS = % Promoters - % Detractors

very unlikely very likely

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

The logic behind NPS

0 1 2 3 4 5 6 7 8 9 10

Detractors PromotersPassives

NPS = % Promoters - % Detractors

• To improve NPS, a company need to work on 2 fronts:

– Move Detractors into Passives (i.e. fix the holes, i.e. no more unacceptable bad experiences)

– Move Passives into Promoters (i.e. improve the whole experience, best-in-class buyer experience)

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6

Side note: Error on NPS measurement

• NPS is a multinomial distribution with– p the probability to answer 0 to 6– q the probability to answer 7 or 8– r the probability to answer 9 or 10– N the number of answers

• The Expected value for the Net Promoter Score is then

E(NPS) = r – p

• The Variance is then

V(NPS) = V(r-p) = V(r) + V(p) – 2 Cov(r,p) = r (1-r) / N + p (1-p) / N + 2 r p / N

• Hence the error on NPS, i.e. the Standard Deviation, is then

s(NPS) = SQRT [ r (1-r) / N + p (1-p) / N + 2 r p / N ]

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

7

NPS is a measurement of Loyalty in a free environment. In a paid environment, it’s more a measurement of Trust between co-workers/partners

0 1 2 3 4 5 6 7 8 9 10

Net Promoter ScoreHow likely is it that you would recommend working with Analyst XXX to a friend or colleague?

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

8

eNPS Survey

Team eNPS Survey

Partner eNPS Survey

• Identify opportunity to better partner with the business• Identify to better work together as a team• Enable directional assessment of eNPS; keeping in mind

biases: low N, subjective question, unlikely to promote an unknown entity, partner <> client (i.e. Finance vs Agency)

Now that we have a measurement,

how to improve it?

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

9

What is Trust? How to improve it?

Trust = Credibility x Reliability x Intimacy x Unselfishness

http://www.collieassociates.com/common/Trust_Equation.pdf

Words: Convincing & believable

Actions: Consistently good in quality & performance

Emotions: Feel comfortable talking to you about the sensitive, personal issues connected to the surface issue

Motives: Know that you care about serving higher interests

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

Build Trust: Trust Equation

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Trust Component

eBay Success Factor

Insights Discovery ® Colors

Hartman Personality Profiles

Reliability(Actions = Consistently good in quality & performance)

Lead completely

Fiery RED“Do it now!”

REDPower Wielders

Credibility(Words = Convincing & believable)

Practice judgment

Cool BLUE“Do it right!”

BLUEThe Do-gooders

Intimacy(Emotions = Feel comfortable talking to you about the sensitive/personal issues connected to the surface issue)

Keep it human

Earth GREEN“Do it harmoniously!”

WHITEThe Peacekeepers

Unselfishness(Motives = Know that you care about serving our higher interests)

Trust each other

Sunshine YELLOW“Do it together!”

YELLOWThe Fun Lovers

×

×

×

Trust=

R

C

I

U

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

Carl Jung, Swiss psychologist

11

Example of an internal partners survey on the Trust foundation

Translates ideas and concepts into action.

Turnaround requests effectively.

Is comfortable with change.

Is adept at prioritizing tasks.

Does what one says one will do.

Tell the truth.

Is genuine in saying ‘Thank you’ or ‘I don’t know’.

Is comfortable saying 'no' at the beginning rather than being unable to deliver in the end.

Creates an environment to address potential conflicts openly.

Seeks help when facing difficulties.

Has an appropriate sense of humor.

Responds to and understand the feelings/needs of others.

Uses ‘we’ rather than ‘they’ or ‘I’.

Makes time for others.

Supports ideas for innovation from others.

Trusts others to make decisions and get things done for them.

4.9

5.0

5.0

4.9

5.2

5.6

5.5

5.0

5.0

5.3

5.3

5.4

5.2

5.4

5.3

5.2

Please complete each of the following statements using the rating guide. Try to provide a rating for every statement and be honest with your feedback.Weak in this area=1, Some concerns=2, A minor shortfall=3, Competent=4, Better than competent=5, Outstanding=6

Reliability (4.9)

Credibility (5.3)

Intimacy (5.2)

Unselfishness (5.3)

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

12

Trust Equation assessment by the team and our partners

60

65

70

75

80

85

90

60 65 70 75 80 85 90Team average answer

Partner average answer

over confidencezone

under confidencezone

Non Political, Unselfishness

Reliability,Meets Deadline

Credibility, Meets Quality

Intimacy,Keep It Human

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

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Individual Limit

Reliability: Value of an Analysis

Direct Return

Total Cost

Net Return (Profit)

Complexity of Analytics

Keep It Simple & Stupid

Optimallevel of

complexity

Preferred analyst’s level of

complexity

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

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Credibility: Principle Of Least Surprise (POLS)

Don’t surprise executives & partners with new metrics, new definition, new format or anything new…

without a proper business reason. Setup Insights & Recommendation

in a natural, logical, global & agreed-upon framework.

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

15

Credibility: Fixed Standard… or Flexible Chaos?

StandardizedGlobalMetrics

Store any thing to enable measuring any metrics to answer any

questions

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

Chaos enable flexibility, but require a

strong process to maintain credibility

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(Business) Intimacy

• Keep It Human – meet people, talk to people, walk to desk, pick-up the phone

• Seek help when needed

• Have a good sense of humor – “It’s just a website…”

• Create an enviroment where people can open-up and discuss underlying issue

• Respond to the need/feeling of others

• CONNECT with people (Avatar’s “I see you”)

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA

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Unselfishness

• Don’t work in silo

• Consider “we” rather than “I” or “they”

• Support ideas for innovation from other (improv’s “yes, and…”)

• Trust other to make the right decision – and live with it

• Be AVAILABLE – make time for other

FROM THE BIG BANG TO ECOMMERCE, A JOURNEY IN MAKING SENSE OF BIG DATA