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Drive Business Performance
<<Name>><<Title>>Microsoft Corporation
Actionable insight aligned to business strategy
Develop Customer
Relationships
Improve Operations
Drive Innovation
Build Partner
Connections
2
People Drive Business Outcomes
Amplify their impact and you create greater success
4
Goals of Today’s Presentation
Understand how performance management solutions can drive better business results
Learn about the Microsoft vision for pervasive performance management
See examples of performance management solutions in action
5
Agenda
The Need for Performance ManagementPerformance Management OverviewMicrosoft in Performance ManagementBusiness ScenariosCustomer EvidenceNext Steps
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Need for Better Insight and Visibility Throughout the Organization
VP, Operations VP, Sales and Marketing
CFO
CEO
“I need to have the right demographic information so I can better target my opportunity prospecting.”
Sales RepCustomer Support Rep“I need better access to information to make better decisions on cross-sell and up-sell opportunities.”
“I need to know that the people in my organization have the right goals in place to understand and execute on the strategic initiatives of the company.”
“I need better visibility into our pipeline performance so I can focus on deals that help me grow business with my most profitable customers.”
“I need better visibility into my cost of operations so I can target specific cost reduction opportunities that won’t have a negative impact.”
“I need to improve our analytics capabilities so we can understand our current business performance and do a better job of planning for the future."
Source: “Creating the Office of Strategy Management” by Robert Kaplan and David P. Norton, Harvard Business School, April 2005
Limited Access to InformationKey information not available to front-line decision-makers
Managers dependent on IT to run reports
Decisions are based on historical rather that forward-looking information
Problems not identified or addressed on a timely basis
Analytical capabilities reside with specialists rather than those responsible for running the business
Difficult to Execute Business StrategyEmployees don’t understand how their work relates to company strategy.
Can’t measure the effect of new programs or initiatives
Performance targets not tied to activities that drive business priorities
Resources not allocated appropriately
Lengthy cycles for budgeting, planning, and other key business activities
Data is inconsistent—no “single version of the truth”
Business Challenges
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8
Agenda
The Need for Performance Management Performance Management OverviewMicrosoft in Performance ManagementBusiness ScenariosCustomer EvidenceNext Steps
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What is Performance Management?
Processes, methodologies, and technologies to help people continuously improve their business through:
Reporting, monitoring, and analyzing current business results
Planning strategic initiatives to drive future business performance
Aligning organizational performance to support strategic initiatives
AnalyzeWhy?
AlignHow do I make it happen?
PlanWhat do I want to happen?
ReportWhat happened?
MonitorWhat is happening?
FORWARDLOOKINGHISTORICAL
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What is Performance Management?Aligning past information, present conditions, and future outcomes
Performance Management Needs Ownership Beyond IT
StrategyObjectives
Metric Definitions
Operational Data from LOB Systems
Operational Data from LOB Systems
ActionsAdjustmentsPlanning
ScorecardsPlanning Applications
Analytics
Bu
siness
Inte
lligen
ce
Perf
orm
an
ce M
an
ag
em
en
t
Infrastructure and
Platforms
People, Processes,
and Applications
Business
Driven
IT Driven
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12
Agenda
The Need for Performance Management Performance Management OverviewMicrosoft in Performance ManagementBusiness ScenariosCustomer EvidenceNext Steps
Empowering people throughout the enterprise with insight to
plan more effectivelyalign with strategic initiativesmake better business decisions
Drive Business Performance The People Ready Vision of Performance Management
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Why Microsoft?
Complete, integrated, end-to-end performance management offering
Pervasive delivery of business intelligence through Microsoft Office
Easy for everyone to learn and use keeps training costs low
Familiar interface encourages wide adoption
Cost-effective for organization-wide deployment
Compatible with existing ERP systems and other technology investments
Microsoft BI and Performance Management An end-to-end offering
END USER TOOLS & PERFORMANCE MANAGEMENT APPS
Excel PerformancePoint Server
BI PLATFORMSQL Server
Reporting ServicesSQL Server
Analysis Services
SQL Server RDBMS
SQL Server Integration Services
SharePoint Server
DELIVERY
Reports Dashboards Excel Workbooks
AnalyticViews Scorecards Plans
Business Intelligence
Performance Management
IT User
Business User
Line of Business Applications
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Agenda
The Need for Performance Management Performance Management OverviewMicrosoft in Performance ManagementBusiness ScenariosCustomer EvidenceNext Steps
Business
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Realize Business Value Performance management scenarios on Solution Showcase
BetterPortfolio Management
Improving Sales and
Marketing ROI
Treasury and Cash Management
Plant Floor Visibility
Store Operations Management
Case Management
Supply Chain Management
Practice Management
Planning, Budgeting and Forecasting
Insurance Claims Processing
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Improving Planning with Better AnalyticsBudgeting Planning and Forecasting
Forecasting and budgeting managed separately, not linked
Expensive and time-consuming processes for budgeting and reporting
Disconnected spreadsheets lead to multiple versions of the truth
Automated population of budget to actual reports
Auditability and control for all business process data
Rolling forecasts replace annual static budgeting processes
Closed loop planning, budgeting, and forecasting improves decision-making and organizational agility
Line-of-business accountability—focus on business drivers and value creation
More accurate and efficient budgeting and planning processes
Situation Solution Benefits
Demo
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Improving ProfitabilitySales and Marketing ROI
Difficult to consolidate and summarize customer information
Limited information sharing between sales and marketing
Unable to access, manipulate, and gain timely insight from sales and marketing data
User-friendly tools and applications allow quick access to customer data
Role-specific campaign and product performance reports
Scorecards with drill-down navigation for better analysis and insight
Expanding the reach of analytics to all decision makers
Role-based data visibility drives informed, timely decision-making
Improved understanding of drivers for business results and customer behavior
Situation Solution Benefits
Demo
Enhancing Financial InsightTreasury and Cash Management
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Poor visibility into financial issues and other business processes
Inefficient processes and inconsistent reporting across operating lines
Inability to quickly identify, track, and address critical issues
Single source for operating information—improved macro view
Operations insight integrated into widely used productivity tools
Real-time financial reporting and analytics
Improved visibility through centralized monitoring and reporting
Better accountability through issue assignment and notification
Optimized performance with enhanced financial transparency, insight, and accuracy
Situation Solution Benefits
Demo
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Prioritizing and Optimizing Investments Better Portfolio Management
Resources and project investments don’t align with strategic objectives
Inefficient management of organizational capacity and utilization
Poor risk management
Centralized resource management (people, time, material, and finances)
Easy-to-use tools for multi-dimensional portfolio analysis, prioritization, modeling, and optimization
Risk managed by establishing and weighing business drivers
Align strategic objectives and spending for projects and portfolios
Effective evaluation and prioritization of competing investments
Integrated decision making and execution monitored for performance
Situation Solution Benefits
Demo
RetailStore Operations Management
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Solution
Insufficient visibility into marketing, merchandising, and operational tasks
Delayed task execution and under-utilization of employee resources
Poor communication and accountability between corporate offices and retail stores
Role-based dashboards and portals to provide summarized views
Effective workload and resource allocation with real-time task tracking
Real-time voice and data communication to enhance collaboration across multiple locations
Easy customization of roles-based dashboards
More effective business reporting consolidated from multiple systems
Efficient task management at the associate level
Situation Solution Benefits
Demo
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ManufacturingPlant Floor Visibility
Inability to adhere to manufacturing best practices due to lack of process visibility on the plant floor
Lack of responsiveness to customer needs
Prolonged decision-making cycle leading to higher production costs
Dashboards and scorecards to display KPIs and facilitate deeper analysis
Real-time performance monitoring and alerts
Automated execution thorough workflow and collaboration tools
Enhanced visibility to provide quick insight, reduce defect rates, and improve operational efficiency
Better collaborative decision-making
Greater agility to improve product offerings and meet customer needs
Situation Solution Benefits
Demo
24
Public SectorCase Management
Government agencies lack transparency and accountability
Citizens use the wrong channels to find information
Case workers struggle to keep up with communication requirements throughout the case process
Centralized, personalized portal views improve transparency
Analytical tools better align resource investments to citizen needs
Single point of integration for key information; workflow tracks case completion
Deliver an increased number of services with higher citizen satisfaction
Reduce wait times, error rates, call-back rates, and management costs
Change processes easily to match legislation
Situation Solution Benefits
Demo
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Financial ServicesInsurance Claims Processing
Need to improve customer retention
Changing regulatory requirements and legislation
High costs associated with legacy systems and information silos
Need for greater fraud detection
Labor-intensive manual processes
Performance metrics and analytics
Business intelligence tools for better fraud detection
Automated claims handling processes across systems
Increased collaboration throughout claims process
Improved customer service and satisfaction
Higher revenue through improved cross-selling
Lower costs of claims handling
Better auditability and compliance
Optimization of people, processes and technology across the claims lifecycle.
Situation Solution Benefits
Demo
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Manufacturing Improving Visibility and Collaboration across the Supply Chain
Lack of supply chain visibility and control; difficulty identifying root causes of delays
End-to-end processes do not work across organizational boundaries
Product introduction delays due to poor supply chain project management
Real-time analysis of key supply chain operational data
Centralized, single location for supply chain collaboration
Roll-up reporting and analysis
Centralized accountability through issue assignments and notifications
Improved operational efficiency
Faster time to production with better supply chain project management
Enhanced process visibility
Shortened decision-making cycle
Situation Solution Benefits
Demo
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Professional Services Practice Management
Inability to access right information
Lack of visibility into key performance metrics
Inability to differentiate and invest into right businesses, people and clients
Role-based reporting with drill-down capabilities
Single platform for reporting, monitoring, and analyzing data
Detailed KPI-based comparison of clients across practices and locations
Less administrative burden for IT
Up-to date, easy to use tools for improved decision-making
Stronger client relationships
Higher employee retention
Better reuse of intellectual assets
Situation Solution Benefits
Demo
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Agenda
The Need for Performance Management Performance Management OverviewMicrosoft in Performance ManagementBusiness ScenariosCustomer EvidenceNext Steps
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Customer EvidenceFortis Group improves quality and delivery of management reporting with new systemMuckleshoot Indian Casino drives better management decision-making, lower costs with reporting solutionSouth Holland District Council addresses compliance and improves its performance managementElectro Scientific Industries sees potential savings of up to $500,000 with new data reporting solutionSasfin Bank Limited improves risk analysis and efficiency with an intelligent single view of customerEvergreen Healthcare Management improves business intelligence with executive dashboardGemplus managers use timely insights to quickly adapt to market developmentsOrtho-Clinical Diagnostics to improve report integration and analysis with new business intelligence capabilities
Financial Group Improves Quality and Delivery of Management Reporting with New System
Fortis Group
Difficult for managers to access up-to-date business informationInability to analyze financial and non-financial information in a goal-orientated wayManual processes for performance reporting heavy workloads, lack of transparency, data input errors
Integrates and manages performance data from multiple business divisions and sourcesBuilt on Microsoft Office Business Scorecard Manager, Microsoft SQL Server 2005, and Microsoft Excel 2007
Flexibility to respond quickly to market trends Presentation of integrated management data across the groupEnhanced business decision makingReduced risk of data input errors
Next Steps
Casino Drives Better Management Decision Making, Lower Costs with Reporting Solution
Muckleshoot Indian Casino
Complex systems for analyzing, reporting, and sharing informationHigh degree of spreadsheet manipulation, including copying, pasting, and reformatting Manual filtering through stacks of data in search of insights
A scalable self-service reporting solution to provide managers with structured, timely, and high-quality data Built on Microsoft Office SharePoint Server 2007, Microsoft SQL Server 2005, Windows Vista Enterprise
Weekly management report reduced from 48 pages to 1 pageReduced manual report processes save 66 hours per weekGaming operations issues identified two days (66 percent) faster than before
Next Steps
Local Government Addresses Compliance and Improves Its Performance Management
South Holland District Council (SHDC)
Compliance with new government-mandated regulations for performance reportingInefficient, time-consuming processes for data collection and analysisDeteriorating data quality during manual procedures Reactive rather than proactive issues management
Business intelligence and enterprise content management to facilitate and accelerate data collection, analysis, and report creationBuilt with Microsoft Office 2007 (includingExcel 2007 and InfoPath 2007) andMicrosoft Office SharePoint Server 2007
Better manage employee absences and be able to react in a timely manner.Deliver better efficiency and cost savings.Increase citizens’ satisfaction by providing better quality services.
Next Steps
Manufacturer Sees Potential Savings of Up to $500,000 with New Data Reporting Solution
Electro Scientific Industries (ESI)
Three different systems for tracking and reporting data Difficult to assess the total amount billed for individual projectsPoor information flow throughout the company
A business data dashboard to connect data sources and a centralized repository for all reporting elements.Built on Microsoft SQL Server 2005, MicrosoftOffice SharePoint Server 2007, and Excel Services
Potential savings of U.S.$500,000 from bypassing the SAP business warehouse add-on module.75 percent reduction in development and deployment time (three months versus a year).Better employee access to accurate information.
Next Steps
Bank Improves Risk Analysis and Efficiency With an Intelligent Single View of Customer
Sasfin Bank Limited
Siloed approach to customer information Management -- no single view of the customerSeparate transaction processing systems for different business unitsDelays in lead generation, limited cross-selling, and slow credit processing
A business intelligence and enterprise content management solution to create a single view of the customer Build on Microsoft Office 2007, Office SharePoint Server 2007, Office InfoPath 2007, SQL Server 2005, BizTalk Server 2006, Microsoft Dynamics CRM 3.0
Customer data availability increased by 80 percent Improved quality of business decisionsFewer errors in the credit data system and compliance reportsTime to create compliance reports decreased by 10 business days (20%)
Next Steps
Headline Healthcare Provider Improves Business Intelligence with Executive Dashboard
Evergreen Healthcare Management
Legacy system generated census reports compiled from disparate systems Too much time spent producing reports instead of delivering care to residentsFixed revenue necessitated better cost management
A business-intelligence solution that will reduce the time spent gathering daily census information from four hours to about 30 seconds per employee. Built on Microsoft Office 2007, Office SharePoint Server 2007, SQL Server 2005
Daily executive time for financial reporting reduced by 98-percent, for an annual labor cost savings of U.S.$350,000. Financial data provided on a daily basis. Labor-tracking dashboard will allow employees to spend more time with patients.
Next Steps
Timely Insights Enable Gemplus Managers to Quickly Adapt to Market Developments
Gemplus
Reports not distributed to management on a timely basisManagement reports available only in hard copyCost pressures due to increased number of competitors
Secure, browser-based, personalized dashboards provide managers with near real-time visibility to financial and sales dataBuilt on Microsoft Office 2007 and Microsoft Office PerformancePoint Server
Real-time, consolidated, annotated information improves management decision-making Provides managers with an intuitive and easy way to directly access key data Reporting cycle reduced by 50% from ten to five days
Next Steps
Headline diagnostics firm to improve report integration and analysis with new business intelligence capabilities
Ortho-Clinical Diagnostics (OCD) a Johnson & Johnson Company
Unintuitive and difficult to use business intelligence systemToo much time spent producing reports instead of generating salesLack of flexibility to produce customized reports
Solution to bring together business intelligence tools with enterprise content management capabilities in a seamless user experienceBuilt on Microsoft Office 2007, Office SharePoint Server 2007, SQL Server 2005
Greater insight into financial trends with dynamic charting and analysis tools in a familiar, intuitive format Tools to simplify organization-wide business and sales report generation Significantly reduced operating and long-term licensing costs
Next Steps
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Learn more about relevant performance management scenarios through the Solution Showcase offerings
Develop insights through a strategy/solution briefing to identify key business needs
Work with a Microsoft Certified Partner to scope performance management needs and requirements
Next Steps
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© 2007 Microsoft Corporation. All rights reserved. Microsoft, Excel, PerformancePoint, ProClarity, SharePoint, and Windows Server and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Simplify how people work
together
Reduce IT costs and
improve security
Help protect and manage
content
Find information and improve
business insight
A New World of WorkTrends Role of
Software
Cost pressure
Always on, always
connected
Transparent organization
One world of business
3
Performance Management TodayResults from Consultant Surveys“Companies in the top quartile in terms of their BPM practices … generate 2.4 times the three-year total shareholder return of the typical company in their industry”
Hackett Group, reported in Business Performance Management Magazine, February 2007
50% of large companies “believe that a gap exists between their company's ability to formulate and communicate sound strategies and its success at implementing them.”
OnPoint Consulting, reported in Business Finance Magazine, November 2006
“Nearly 60% [of CIOs] say they'll provide BI tools to more than a quarter of employees within two years.”
InformationWeek, March 2007
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End-to-End Performance ManagementPeople, processes, and technology drive business performance
People
Processes & Methodologie
s
Technology
Organization-wide access to relevant business information (no IT filter)
Easy-to-use intelligence tools for all levels and roles
Role-based delivery of performance-related information
Scorecards, dashboards, and strategy maps that identify business drivers
Standardized KPIs to align with business goals and initiatives
Redesigned business processes to affect business drivers
Automated workflow for simpler consolidation and reporting
Data integration to combine information from existing systems
Data consistency, security, and integrity
Server-based views to allow collaboration and consistency – single version of the truth
Incre
asin
g V
alu
e
Microsoft BI and Performance ManagementAn end-to-end integrated offering
Business Intelligence
Performance Management
Office SharePoint® Server 2007
ProClarity®
Analytics
PerformancePoint Server
(includes Business Scorecard Manager)
IT User
Business User
SQL Server™ 2005
Integration Services
Office Excel 2007
Reporting
Services
Analysis Services
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Links to relevant customer evidence available at http://www.microsoft.com/casestudies/
Financial ServicesPLICO (June 2007)Fortis Group (April 2007)Sasfin Bank Limited (Feb. 2007)LendingTree, LLC (Dec. 2006)
ManufacturingEnergizer (Sept. 2007)Oticon (Aug. 2007)Electro Scientific Industries (ESI) (Jan. 2007)
Healthcare and Life SciencesCalypso Healthcare Solutions (April 2007)Evergreen Healthcare Management, LLC (Nov. 2006)Novartis (Nov. 2006)Ortho-Clinical Diagnostics (OCD) (Sept. 2006)
Public SectorMinistry of Agriculture, France (May 2007)South Holland District Council (SHDC) (March 2007)South East Water Limited (Jan. 2007)
Professional ServicesGetronics (May 2007)Gemplus (Nov. 2006)
OtherSkanska (Construction – Sept. 2007)GrainCorp (Agriculture - June 2007)Muckleshoot Indian Casino (Retail and Hospitality - Feb. 2007)MTV Networks International (MTV) (Media and Entertainment - Feb. 2007)
Customer Evidence
Recommended