UsingBusiness Intelligence Dashboards

Andrew D. DukeSAP Government at Carahsoft Technology Corp.andrew.d.duke@carahsoft.com

Andy MillsManager of BI and Data Warehouse, FedEx Services andrew.mills@fedex.com

George ReissigFounder and CEO, Pixstar , Inc. greissig@pixstar.com

Increase Management Efficiency

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Overview

Collaborative Team Environment

=Buy-In & Adoption

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Who is FedEx Office?

1,800 Centers USA & Canada Acquired by FedEx in 2004 We “Make It, Print It, Pack It and

Ship It”

Billions of pages printed Millions of posters, banners & signs created Tens of millions of minutes of computer

rental Millions of packages shipped

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Business Intelligence Challenges at FedEx Office

Highly distributed reporting environment Confusion on the meaning and the grainNo focus on key metrics to improve performanceLimited data governanceNo experience in dashboards or portal integration

These are many of the same challenges facing government agencies today

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A Center Manager’s Daily Challenge

Add pictures here of reports and print outs and spreadsheets

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Why Did We Change?

1. New COO = New Ideas

2. IT & Business teams focused on Operation reporting & efficiency

3. We tried to buy a solution & failed

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What We Wanted To Accomplish

Simplify the message - KPIs

Focus on performance

Consolidate reporting

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The Importance of Key Performance Indicators

Too many metrics Concentrate on the four pillars of center management

– Revenue/Sales– Payroll– Quality– Shipping

Definition and underlying quality of data are keyWilling to change in line with business evolution

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How We Changed BI

Core Team

Agile Development

External Partnership

Organizational Change

Marketing BI

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Selecting the Right External Partners

Required a partner that had experience in portals & dashboards– Partner would define the architecture standards that delivered the new portal– Required to work on site as part of the core team– Engaged in an iterative/agile approach– Responsible for training/mentoring internal FedEx in Xcelsius– Post implementation support

Selection process – three partners reviewed– PIXSTAR selected as ‘best fit’

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Who is Pixstar?

Collaborating with government & commercial clients since 1998 Pixstar Delivers... At the Speed of Market Change®

IT & Professional Training

Specialties

Business Intelligence Data Warehousing Custom IT Solutions Program Management

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Disciplined Agile for Business IntelligenceTM

Works in tandem with SDLC artifacts creation Tight, strong project

management Compact & efficient

development teams Iterative process to show

rapid results

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Delivered ICE in 6 months

Defined KPIs and

Architecture

Built a secure portal and workflow

Tested and tuned

Trained and Deployed

Createdaggregations

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A Snapshot of ICE (In Center Excellence)

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A Snapshot of ICE – Level 2

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A Snapshot of ICE – Appropriate Visuals

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A Snapshot of ICE – Peer Comparison

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Performance Coaching and Recognition

Integrated MS SharePoint workflow with the ICE PortalCoaching Points allocated to individuals with actions

integrated to training and procedures – closed loop “Kudos” recognizes good performanceAll linked to “Actionable Insights”

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The Results Center/Store Impact

– Huge sustained usage – 3,000+ direct users plus >20,000 consumers of data– Encouraged healthy competition via peer comparison – Part of the daily communication process to all team members

Business Benefits– Managers have more time to improve performance– Easier to focus on the important issues such as revenue, quality and people– Year over year revenue improvements

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The Feedback

Kim Dixon – COO FedEx Office“I consider ICE a true game-changer for FedEx Office field operations. It provides a great visual dashboard of key metrics. With ICE, it’s easy to spot areas of strength and weakness so you can take quick action to improve performance. This is really the next generation of reporting and managing our business.”

Jeff Fedro – District Manager Plano“ICE is the ABC of reporting. It simplifies the lives of our field leaders and actually creates a “one-stop-shop” when it comes to reporting a center, district, or region’s current and past operating performance. Fantastic Tool!”

Dave Herstowski – District Manager“After viewing the snapshot for the first time, I found myself in a cliché Hollywood flashback. I suddenly saw all the hours spent drilling down for those reports flash right before my eyes. I thought of the future generations that would have all this time back to develop their team and customer’s experience. I am very proud of the team that developed this solution and appreciate the fact that this product was developed specifically to reduce stress in the field and take care of our customers. Thank you.”

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The Benefits of Using Pixstar

Dashboard Design– Best practice design – style, refresh speed, levels of dashboard & integration

with reporting tools– Top down analytics design allowed use from center to CEO

Agile Methodology– Iterative development– Corporate governance & documentation

Partnership– Part of the team from day one– Total collaboration & commitment

Knowledge Transfer– FedEx in-house team trained fully before Pixstar left

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Applying FedEx Experience to Government

Platform– Create a robust platform for content management and sharing– Include system for feedback and praise at all levels– Promote greater transparency and efficiency through open and seamless

collaboration portals

Performance– Design performance adjustments based on easily accessed KPIs– Enhance communication and real-time access to information

Partnership– Manage stakeholder insights and expectations on data integrity, performance

and overall impact– Monitor and mitigate potential risks– Maintain safe and secure access to information by authorized staff

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Carasoft Solution

Best value government pricing for– SAP Business ObjectsTM

Best value government pricing for Pixstar Performance Solution services including:

– Assessment & Planning– Requirements Documentation– Testing & Installation– Customer Data Load– Project Documentation– Government Staff Training

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Questions ?