Understanding Business Process, KPIs & Dashboards for B2B

1. Understanding Business Process, KPIs & Dashboards for B2B Presented to: NEECOM Presented by: Jon Gatrell 5/16/08

2. Overview • Synchronize • Terminology • Concepts • Principles of Dashboard • Overview of the audiences • Understanding the challenges • Effective B2B Dashboards

3. The Terminology

4. KPI or Metric? • met·ric 2  (mět'rĭk)  n.   • A standard of measurement. • Mathematics A geometric function that describes the distances between pairs of points in a space. TECHNICAL Key Performance Indicators - KPIA set of quantifiable measures that a company or industry uses to gauge or compare performance in terms of meeting their strategic and operational goals. KPIs vary between companies and industries, depending on their priorities or performance criteria. Also referred to as "key success indicators (KSI)". Business

5. Report or Dashboard • re·port  (rĭ-pôrt' -pōrt')  n.   • An account presented usually in detail. • A formal account of the proceedings or transactions of a group. • Law A published collection of authoritative accounts of court cases or of judicial decisions. Often used in the plural. TECHNICAL A dashboard is a computer interface that displays the information corporate officers need to effectively run an enterprise. In information technology, the term dashboard refers to a graphical user interface that organizes and presents information in a format that is easy to read and interpret. Business

6. Volumes – DON’T Measure What Matters It’s about the business

7. Context Matters: Metrics and Reports • 14,000,000 Documents • 3000 TP • 14 Errors Only a .000001% Error technically GREAT!

8. Context Matters: KPI’s • 14,000,000 Documents • 3000 TP • 14 Errors $1,400,000 in 2 Orders $600,000 in 1 Payment $250,000 in 1 Shipment 10 PO’s for Parts The production line stopped for 30 minutes bad day for business

9. Process B2B is Content In Context • Content • Documents • Transactions • Files • KC’s • Context • Order-to-Cash • Fulfillment • Design • Enrollments

10. Process • Every exchange of data is part of a process • No single document is a process • No single document is a transaction • Engage multiple actors • Inside your organization • PO – Sales • ASN - Receiving • Invoice – Finance • Outside your organization • Vendors/Suppliers • Customers

11. Principles of Dashboards

12. Dashboards must… • Align with strategy • Requirements need to be developed by user organizations • KPI definitions • From trusted data sources • be usable and meaningful for all levels of the organization • Executive • Management • Operations • IT

13. Know Your Audience

14. The Audience • Executives • Cross Functional Management • Business • Technical • Cross Functional Staff • Business • Technical • IT

15. The Audiences have different goals • Executives • Prioritization and decision making • Cross Functional Management • Issue identification • Progress visibility • Management against plan • Cross Functional Staff • Research • Task prioritization

16. Dashboard Challenges

17. Key Challenges with Dashboards • Don’t align with strategy • Variability in data quality • Latency of information • Too granular or transactional • No accountability • No action plans

18. …..with Islands of Excel A whole ocean of data…..

19. Not really dashboard….

20. Dashboards Aren’t…. • Red • Yellow • Green

21. …but visuals matter http://indexed.blogspot.com/2008/03/emperors-new-suit-was-expensive.html

22. Reminder – I’m Jon Gatrell Vice President of Industry Development and Standards

23. Dashboards In B2B

24. The Problem with B2B Dashboards • Transaction focused • Technology oriented • Not linked to other internal processes • Feedback and trends are latent • Chargebacks • Payment discounts • Not shared through the organization

25. Effective B2B Dashboards • Understand the commercial relationships • Managed against exceptions • Real-time • Partner specific • Content Specific • Engage users across the organization and outside the organization • Buyers • Merchandising • Suppliers • Are used to prioritized and address issues

26. Effective B2B Dashboard Components Community Management Operational Support Business Impact Scorecarding Support self-managed partner on-boarding, including registration, testing and certification. Activity reports track partner status. Allow your partners to manage and update their contact information and trading partner information, including custom surveys. Automatically identify errors within and across transactions, such as purchase orders, shipment notifications and invoices. Provide issue visibility and create daily worklists and email alerts of problems for your vendors and your DCs/stores Automate the deduction management, assessment, and dispute process. Tie transactions, comments, and photographs to specific deductions and manage the workflow of a deduction lifecycle. Track performance trends with scorecards and with automated dashboards. Provide drill down visibility and reporting to the specific transactions that impacted each metric. Run and manage scorecard improvement programs. Measure performance by transaction, vendor or transportation partner. 26

27. The B2B Audiences Community Management Operational Support Business Impact Scorecarding Buyers Merchandising Suppliers Transportation Providers Sales Support Finance EDI/B2B Operations Suppliers EDI/B2B Operations Suppliers Sales Support Finance EDI/B2B Operations Suppliers 27

28. Community Management is a process… 1 Setup onboarding workflow and tasks 6 2 Seller Buyer Create remediation programs for poor performers Survey partners for program readiness 5 3 Track partner progress with dashboards Invite partners to self-certify 4 Partners upload and self-test documents

29. SUPPLIERS Buyers Electronic Transactions Purchase Orders Shipment Notifications Invoices Deductions Community Management Business Impact Operations Management Scorecarding Management The B2B Data Exchange Context

30. Remediation Process

31. Dashboards In Practice

32. Track Deductions by Vendor Track Remediation Programs Collaborate with Vendors

33. A single, shared data set speeds deductions negotiations

34. Drill down into problem transactions to accelerate fixes

35. Manage errors by partner

36. 1. Review Community KPI in Dashboard Track Partner Performance

37. 2: Identify Errors & Issues PO #5555 from Green Foods has a problem

38. 3. Isolate Problem Transactions from Partner Attach content to speed problem resolution

39. 4. Classify & Diagnose Errors Drill down to the root-cause of errors

40. 5. Remediate Problems & Assign Owner Manage your project tasks Launch partner programs and communications

41. Understanding Business Process, KPIs & Dashboards for B2B Presented to: NEECOM Presented by: Jon Gatrell 5/16/08