Performance Dashboards E-Book

Wayne W. Eckerson

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 523

Veröffentlichungsjahr: 2010

Beschreibung

Tips, techniques, and trends on harnessing dashboard technology to optimize business performance In Performance Dashboards, Second Edition, author Wayne Eckerson explains what dashboards are, where they can be used, and why they are important to measuring and managing performance. As Director of Research for The Data Warehousing Institute, a worldwide association of business intelligence professionals, Eckerson interviewed dozens of organizations that have built various types of performance dashboards in different industries and lines of business. Their practical insights explore how you can effectively turbo-charge performance-management initiatives with dashboard technology. * Includes all-new case studies, industry research, news chapters on "Architecting Performance Dashboards" and "Launching and Managing the Project" and updated information on designing KPIs, designing dashboard displays, integrating dashboards, and types of dashboards. * Provides a solid foundation for understanding performance dashboards, business intelligence, and performance management * Addresses the next generation of performance dashboards, such as Mashboards and Visual Discovery tools, and including new techniques for designing dashboards and developing key performance indicators * Offers guidance on how to incorporate predictive analytics, what-if modeling, collaboration, and advanced visualization techniques This updated book, which is 75% rewritten, provides a foundation for understanding performance dashboards, business intelligence, and performance management to optimize performance and accelerate results.

Leseprobe

Contents

Cover

Contents

Title Page

Copyright

Dedication

Foreword

Preface to the Second Edition

New and Different

Sections in the Book

Acknowledgments

Preface to the First Edition

A Path to Pursue

The Puzzle of Performance Dashboards

Who Should Read This Book

PART I: The Landscape for Performance Dashboards

CHAPTER 1: What Are Performance Dashboards?

Agent of Organizational Change

Pretenders to the Throne

Composition of Performance Dashboards

Summary

CHAPTER 2: The Context for Performance Dashboards

Business Performance Management

Business Intelligence

Summary

CHAPTER 3: Assessing Your Organizational Readiness

A Clearly Defined Strategy

Strong, Committed Sponsorship

A Clear and Urgent Need

Support of Mid-level Managers

Appropriate Scale and Scope

A Strong Team and Available Resources

A Culture of Measurement

Alignment between Business and Information Technology

Trustworthy and Available Data

A Solid Technical Infrastructure

Summary

CHAPTER 4: Assessing Your Technical Readiness

Business Intelligence Maturity Model

Five Stages

Maturity Dynamics

Summary

Note

CHAPTER 5: How to Align Business and IT

Pitched Battles

Alignment Tactics

Summary

PART II Performance Dashboards in Action

CHAPTER 6: Types of Performance Dashboards

Overview

Dashboards in Depth

Operational Dashboards

Tactical Dashboards

Strategic Dashboards

Summary

CHAPTER 7: Operational Dashboards in Action

Overview

1-800 CONTACTS

Richmond Police Department

CHAPTER 8: Tactical Dashboards in Action

Overview

Arizona State University

Rohm and Haas

Summary

CHAPTER 9: Strategic Dashboards in Action

Overview

Cisco: A Metrics-driven Organization

Kingdom of Bahrain

Summary

PART III Critical Success Factors: Tips from the Trenches

CHAPTER 10: How to Launch, Manage, and Sustain the Project

Sell the Project

Sell to Staff

Secure Funding

Manage the Project

Develop the Dashboard

Sustain the Project

Summary

CHAPTER 11: How to Create Effective Performance Metrics

Understanding Metrics

Characteristics of Effective Performance Metrics

Designing Effective Metrics

Summary

CHAPTER 12: How to Design Effective Dashboard Displays

Overview

Before You Start

Guidelines for Creating Displays

Guidelines for Designing Charts

Summary

Notes

CHAPTER 13: How to Architect a Performance Dashboard

Display Architectures

Data Architectures

Types of Architectures

CHAPTER 14: How to Deploy and Integrate Dashboards

Where to Start and Finish?

Centralized Approach

Distributed Approach

Cascading Metrics

Summary

CHAPTER 15: How to Ensure Adoption and Drive Positive Change

Strategies to Ensure Adoption

Optimizing Performance through Metrics

Summary

Notes

Index

Wiley End User License Agreement

List of Illustrations

CHAPTER 1: What Are Performance Dashboards?

EXHIBIT 1.1 Organizational Magnifying Glass

EXHIBIT 1.2 Has Your Organization Implemented a Performance Dashboard?

Source

: TDWI Research.

EXHIBIT 1.3 Charting a Course

EXHIBIT 1.4 To What Degree Has Your Dashboard Had a Positive Impact on Business Results?

Source

: TDWI Research.

EXHIBIT 1.5 Performance Dashboard Applications

EXHIBIT 1.6 Dashboards versus Scorecards

EXHIBIT 1.7 MAD Framework

EXHIBIT 1.8 Double MAD

EXHIBIT 1.9 Build, Buy, or Extend

Source

: TDWI Research, 2009.

EXHIBIT 1.10 Performance Management Architecture

CHAPTER 2: The Context for Performance Dashboards

EXHIBIT 2.1 Why Implement Performance Management?

EXHIBIT 2.2 Evolution of Software Automation

EXHIBIT 2.3 A Performance Management Framework

EXHIBIT 2.4 BI as a Data Refinery

EXHIBIT 2.5 BI Environment

EXHIBIT 2.6 Mapping Users and BI Tools

CHAPTER 3: Assessing Your Organizational Readiness

EXHIBIT 3.1 Business Team Capabilities by Degree of BI Success

Source

: Wayne Eckerson, “Smart Companies in the 21st Century: The Secrets of Creating Successful Business Intelligence Solutions,”

TDWI Report Series

, 2003.

EXHIBIT 3.2 Technical Team Capabilities by Degree of BI Success

Source

: Wayne Eckerson, “Smart Companies in the 21st Century: The Secrets of Creating Successful Business Intelligence Solutions,”

TDWI Report Series

, 2003.

EXHIBIT 3.3 Level of Information Sharing by Degree of BI Success

Source

: Wayne Eckerson, “Smart Companies in the 21st Century: The Secrets of Creating Successful Business Intelligence Solutions,”

TDWI Report Series

, 2003.

EXHIBIT 3.4 Alignment between Business and IT by Degree of BI Success

Source

: Wayne Eckerson, “Smart Companies in the 21st Century: The Secrets of Creating Successful Business Intelligence Solutions,”

TDWI Report Series

, 2003.

EXHIBIT 3.5 Executives’ View of Data as a Corporate Asset by Degree of BI Success

Source

: Wayne Eckerson, “Smart Companies in the 21st Century: The Secrets of Creating Successful Business Intelligence Solutions,”

TDWI Report Series

, 2003.

CHAPTER 4: Assessing Your Technical Readiness

EXHIBIT 4.1 BI Maturity Model

EXHIBIT 4.2 Autonomy versus Control

EXHIBIT 4.3 Users and Usage

EXHIBIT 4.4 Business Value and ROI

EXHIBIT 4.5 Insight to Action

CHAPTER 5: How to Align Business and IT

EXHIBIT 5.1 Incremental Development of BI Architecture

EXHIBIT 5.2 BI Portfolio Road Map

EXHIBIT 5.3 Mapping Applications to Subject Areas

EXHIBIT 5.5 Business - driven Architecture

EXHIBIT 5.6 Alignment Strategies

CHAPTER 6: Types of Performance Dashboards

EXHIBIT 6.1 Dashboard Usage

EXHIBIT 6.2 Mapping Users to Dashboards

EXHIBIT 6.3 Dashboards at a Glance

EXHIBIT 6.4 Did You Build, Buy, or Extend Your Dashboard Solution?

EXHIBIT 6.5 Main Characteristics of Performance Dashboards.

EXHIBIT 6.6 Mashboard

EXHIBIT 6.7 Visual Analysis

EXHIBIT 6.8 Themes and Strategy Maps

EXHIBIT 6.9 Scorecard

CHAPTER 7: Operational Dashboards in Action

EXHIBIT 7.1 Executive Dashboard

EXHIBIT 7.2 Prescriptions

EXHIBIT 7.3 Prescriptions Leaderboard

EXHIBIT 7.4 Richmond Dashboard Top Screen

EXHIBIT 7.5 Spatial Analysis of Incidents

EXHIBIT 7.6 Visual Analysis: Top-level View

EXHIBIT 7.7 Visual Analysis: Drill #1

EXHIBIT 7.8 Predictions of Crime

CHAPTER 8: Tactical Dashboards in Action

EXHIBIT 8.1 Student Enrollment Dashboard

EXHIBIT 8.2 Drill Down #1: State View

EXHIBIT 8.3 Drill Down #2: County View

EXHIBIT 8.4 Drill Down #3: High School View

EXHIBIT 8.5 Drill Down #4: Student Record

EXHIBIT 8.6 Rohm and Haas’s Dashboard Framework

EXHIBIT 8.7 Executive Dashboard

EXHIBIT 8.8 Decomposition View

EXHIBIT 8.9 Daily Sales Dashboard

CHAPTER 9: Strategic Dashboards in Action

EXHIBIT 9.1 Cisco’s Data Library

EXHIBIT 9.2 Drivers of Loyalty

EXHIBIT 9.3 Cisco’s Customer Satisfaction Dashboard

EXHIBIT 9.4 Customer Satisfaction by Account

EXHIBIT 9.5 Functional Balanced Scorecard

EXHIBIT 9.6 Functional Dashboard Metric View

EXHIBIT 9.7 D ashboard Site Map

EXHIBIT 9.8 Strategy Map

EXHIBIT 9.9 View of an Individual Objective

EXHIBIT 9.10 Scorecard View

CHAPTER 10: How to Launch, Manage, and Sustain the Project

EXHIBIT 10.1 Dashboard Governance

CHAPTER 11: How to Create Effective Performance Metrics

EXHIBIT 11.1 Sales Performance Chart

EXHIBIT 11.2 Displaying Performance Metrics

EXHIBIT 11.3 To What Degree Have Your KPIs Improved Performance in Your Organization?

EXHIBIT 11.4 Approaches to Gathering Metric Requirements

EXHIBIT 11.5 Request Form

EXHIBIT 11.6 Culling Performance Metrics

CHAPTER 12: How to Design Effective Dashboard Displays

EXHIBIT 12.1 Web Site Templates Courtesy of Arizona State University.

EXHIBIT 12.2 Poorly Designed Dashboard

EXHIBIT 12.3 Well-Designed Airline Dashboard

EXHIBIT 12.4 Gestalt Principle of Proximity

EXHIBIT 12.5 Color-Blind-Friendly Graphic

EXHIBIT 12.6 Before and After

EXHIBIT 12.7 Comparing Comparisons

EXHIBIT 12.8 Attributes of Preattentive Processing

EXHIBIT 12.9 Use of Preattentive Processing

EXHIBIT 12.10 Graph Selections

CHAPTER 13: How to Architect a Performance Dashboard

EXHIBIT 13.1 Sample Architecture

EXHIBIT 13.2 Direct Query Architecture

EXHIBIT 13.3 BI Tool Architecture

EXHIBIT 13.4 Mashboard Architecture

EXHIBIT 13.5 In-Memory Architecture

EXHIBIT 13.6 Data Federation

EXHIBIT 13.7 Data Mart Architecture

EXHIBIT 13.8 Complex Event Processing

CHAPTER 14: How to Deploy and Integrate Dashboards

EXHIBIT 14.1 NetApp Enterprise BI Subject Areas Courtesy of NetApp.

EXHIBIT 14.2 NetApp’s BI Framework Courtesy of NetApp.

EXHIBIT 14.3 Traversing MAD Dashboards in a Centralized, Top-D own Environment Courtesy of NetApp.

EXHIBIT 14.4 Dashboard Inventory

EXHIBIT 14.5 Scorecard Cascading

EXHIBIT 14.6 Dashboard Cascading

EXHIBIT 14.7 Data Roll-ups

CHAPTER 15: How to Ensure Adoption and Drive Positive Change

EXHIBIT 15.1 Monitoring Dashboard Usage Courtesy of Arizona State University.

Guide

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Contents

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Performance Dashboards

Measuring, Monitoring, and Managing Your Business

Second Edition

WAYNE W. ECKERSON

Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.Published simultaneously in Canada.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, [phone], fax [phone], or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, [phone], fax [phone], or online at http://www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at [phone], outside the United States at [phone] or fax [phone].

Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our web site at www.wiley.com.

Library of Congress Cataloging-in-Publication Data:

Eckerson, Wayne W., 1958–Performance dashboards : measuring, monitoring, and managing your business / Wayne W. Eckerson.—2nd ed.p. cm.Includes index.ISBN 978-0-470-58983-0 (hardback); 978-0-470-91841-8 (ebk); 978-0-470-91842-5 (ebk); 978-0-470-92040-4 (ebk)1. Management—Evaluation. 2. Organizational effectiveness—Evaluation. I. Title.HD31.E294 2010658.4'013—dc222010023270

To my wife, Christina, and my children, Henry and Olivia, who are the light of my life.

Foreword

The Power of FOCUS … Over the past several decades we all have been trying to use information through technology to optimize our businesses and make our lives easier. So why have so many businesses failed and why do most organizations continue to struggle to find that “competitive advantage” that will take them to the next level? If you are interested in finding a sustainable solution that will help you look forward to where your business should be heading versus only looking backward at where you have been, you need to look through Wayne’s “Organization Magnifying Glass” to help you focus on the future.

Whether you are just starting your career or have been in this industry for as long as I have, this book will take you on a thought-provoking journey and offer you many techniques that Wayne has gleaned for some of the best practitioners in the field on delivering real and sustainable value from your information. I have sold to, consulted with, and provided education to hundreds of organizations over the past 25 years and almost all of them struggled with putting all of the pieces of this puzzle together. As we move into the next decade and try to find our way in this new economy, we are quickly realizing that “business as usual” no longer applies. Businesses are facing a new global economic environment. If our businesses are to survive, we must figure it out quickly.

Wayne’s approach and ideas to get the entire organization—both business and IT—to collaborate on a proven approach to performance management make this a must- have survival guide for your business.

Corporate executives, business executives, and IT executives, you must at a minimum, read

Chapter 1

and

Chapter 5

, proactively commit to being an “ agent of organizational change,” set a clear direction, and give a copy of this book to all of your team members.

Department staff members, you should read this cover to cover, mark

Chapters 1

and

5

, ask your executive sponsors to read them, and work on developing a real partnership across your organization.

If you are just getting out of college or starting your career, this book will serve you well as a best practice guide to designing and delivering actionable analytic solutions and will greatly increase your personal market value.

This book will help you put the pieces of the puzzle together with an organized and systematic strategy that will position you to take full advantage of whatever opportunities lie ahead.

Paul KautzaDirector of EducationThe Data Warehousing Institute

Preface to the Second Edition

New and Different

A lot has changed since I wrote the original manuscript for this book in 2004. The book hit a sweet spot in a rapidly changing industry. Many organizations had discovered—independently of the products vendors were selling to them—that dashboards resonated with users and were a perfect way to deliver information to the masses. People snapped up the first edition and used it—much to my surprise—as a conceptual manual for how to implement a performance dashboard. Although I strove to add as much prescriptive advice as I could based on many conversations with practitioners in the field, I didn’t have a methodology in mind when I wrote the book.

Given the book’s success, my editor, Tim Burgard, needled me for several years to write a second edition or sequel. Work and personal commitments prevented me from acceding to his requests. But I finally relented in 2009. Only after I signed the contract and started outlining changes did I realize how much work I had taken on. So much had changed in the intervening five years that I realized I would basically have to rewrite large swaths of the book.