Businesswoman touching digital tablet in officeHow do you measure BI success? What metrics should you use measure your BI program? How can you best visualize these in a scorecard or dashboard for transparency?

Business Intelligence Competency Centers (BICCs) need to measure and communicate the value they bring to an organization to ensure ongoing funding. They need to define both strategic and tactical KPIs and make them transparent. To do so, they should create both a scorecard and an operational dashboard.

BI Scorecard

A BI Scorecard should address four key areas:

  • Financial: The key strategy is lowering total cost of ownership (TCO), often achieved by standardizing BI tools and reducing license and related support fees. These can be measured by the number of BI environments and annual BI tool and maintenance fees.
  • Internal Customers: Two key strategies are increasing knowledge worker productivity and providing cost effective innovative BI solutions which both contribute to lowering TCO. Related metrics could include end –user satisfaction ratings, number of self service workers and number of BI services available.
  • IT Service Management: Support and training are strategies to help increase productivity of knowledge workers. Efficiency gains through process improvement also contribute to providing cost effective BI solutions. Key metrics could include the number of first time incidents, time to resolve BI incidents, number of BI training courses, and number of help desk intake channels.
  • Learning: Strategies that can be employed include a knowledge management (KM) repository and an R&D BI Lab (aka: BI sandbox). Potential measures include the number of repository entries, average rating of entry, and availability of the BI Lab. The repository supports training, support and also efficiency gains. The R&D Lab supports efficiency gains and cost effective innovative BI solutions.

Along with the strategies, the scorecard should include specific objectives; the metrics should include specific targets, and lastly you’ll need to identify initiatives and budgets to support them. The example scorecard below illustrates these relationships.

scorecard

Source: Timo Elliott

 

BI Operational Dashboard

On an operational run and deliver level, a dashboard should be built that measures delivered return and operational performance.

Delivered return metric categories include:

  • Pipeline: new projects pending vs. started; net ROI planned vs. achieved; projects delivered on time vs. past due
  • Cost: both controllable (e.g., FTEs, planned maintenance, growth, etc.) and non-controllable (e.g., unplanned support cost, project overruns, outages)
  • Usage: usage by subject area and business unit
  • Quality: delivered quality percent, unplanned history reloads and restatements, average response time, subject area load failures, etc.

Operational Performance metric categories include:

  • Uptime: system, subject area and infrastructure availability, business unit response time, etc.
  • Load time: source availability, schedule performance, subject area load time, priority data load time
  • Outages: source system outages, planned and unplanned infrastructure outages, subject area and busienss unit outages, support cases raised/closed/pending, cases by severity raised/closed/pending
  • Education: courses offered vs. taken, FTEs trained, support FTEs, Usage 30/60/90 days after training

The figure below illustrates these metrics for each of these two key areas and related sub categories.

metrics

Source: SAP Consulting

 

Other Metrics

Depending on your BICC structure you may also want to include data governance and data quality metrics. You may want to publish metrics for specific initiatives like major upgrades or report conversions.

These are a lot of measures and there are many more, but you don’t need to define, measure or publish them all at once. You’ll want to begin with some very basic ones in a simple dashboard which you can expand upon them as you mature your BI and BICC organization. By making them publicly available you will raise the awareness of the BICC and the results of your BI program. It will also provide the opportunity to identify and address issues objectively.

Your Turn

Do you have a BI or BICC scorecard or dashboard, or infographic to share?

 

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Related Blogs:

Part 1: BICC Series- The Key to Operationalizing Your BI Strategy
Part 2: BICC Basics – Models, Benefits and Challenges
Part 3: BI Roles, Skills & Responsibilities
Part 4: Guerilla Tactics for BICCs
Part 5: BICCs Up Your Analytics IQ
Part 6: BICC vs. BOE – What’s in a Name
Part 7: BICC Sponsor- Chief Analytics Officer
BI Competency Centers Help “Big Data” Deliver Big Value