PRESENTED BY

Jennifer Berner

Ben Turcan

September 2016

Agenda Introduction

Understanding Your Audience

Publishing Results

Reporting Metrics

Questions

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Know Your Audience

Does your document have multiple audiences?

Primary Audience

Secondary Audience

Audience Types

Understand why your topic is important to them

What is their likely attitude about the topic?

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Know Your AudienceDoes the audience understand the subject matter or

the report, and the statistical techniques being described?

What will the reader do with the information?

Adapt Content Tone – Formal or informal

Language – Simple or detailed, acceptable to use current industry jargon or acronyms?

Appeal – Emotional vs. logical

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Know Your Content

What message do you want to deliver?

Identify what data is relevant and meaningful to be measured

Understand analysis requirements

Make sure that you understand the objective

Be able to describe:

What problem(s) you found in the data

How you scrubbed the data and treated outliers

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Know Your Content – Data Sources Primary Data Sources: Data that you’ve gathered yourself

Survey

Observation

Experimental

Secondary Data Sources: Data that is already published Internet

Industry standards

White papers

Published articles

Be careful not to mix data sources in your analysis – be sure to describe the data sources used

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Setting Expectations Establish expectations

Deadline – ask, but don’t be afraid to suggest

Level of detail Degree of accuracy Verify who you should

coordinate with Format of the information When you will communicate

progress

Don’t be overly aggressive when you set expectations Don’t put yourself in a position

to over commit and under deliver

Consider scope of project and available data

You may not need to set expectations on the spot. If you are unsure, try to follow up afterward.

If an analysis needs to be prioritized against other responsibilities, let the requestor know, and work out deadlines as a team

Establish goal (i.e. cost savings, improved customer service)

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Presentation Format What format or layout will appeal to the audience

and support the message? How your audience prefers to communicate varies by

individual, area and level of responsibility (email, phone, or in person)

How do they view results? (print, on PC or phone screen)

Consider how the report should be presented so that the audience will get the most out of it. Four things to consider: Package

Format

Appearance

Specialty Items9

Publishing Results Determine presentation format

Organize your ideas

Plan to present the information that will make the most sense to your audience

Your organizational pattern may take any form (chronological, inside to outside, top to bottom, etc.).

However you deliver the information, just make sure that someone new to your subject area will “get it” without having to strain the brain to do so

Document, document, document

Who did the analysis and when?

What area did it come from?

What is the source of the data, and what time frame did it come from?

Are the results annual, monthly, daily?

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Manage Your Materials PowerPoint Slides

Keep them concise and factual

Plan for 2-5 minutes per slide

Check your math, and plan for questions

Spell check, grammar check, and ask for a second set of eyes

When to send out your presentation

Providing the presentation ahead of time is helpful if you are asking the audience to make a decision

Providing materials after the presentation is well suited to informational sessions, and keeps the audience focused on the speaker

Smart rooms and online presentations

Get there early and make sure everything works (phone, internet, screen, WebEx, passwords, etc.)

Don’t wave your mouse around and toggle back and forth too quickly

Turnoff chat and disable outlook notifications 12

Formatting Information Use real estate wisely

Don’t waste space with overly tall or wide cells

Be cognizant of font sizes, opportunities to wrap text, or shrink to fit

“Keep the change” – only use decimals when it adds value to the analysis

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Why standardize?

Consistency and familiarity

Transparency from one person to the next

Presentation ready layout lends credibility. Begin to make a document presentation ready from the beginning.

“Big numbers”

Big numbers should always get special treatment

Round unless “exact” numbers are required

Formatting Information Sorting and Filtering

Pre-sort results by meaningful information

Expect the audience to manipulate the data after they get it

Are things like extra spaces or locked cells preventing sorting?

Ensure that there is data in the first column of a sheet that is intended to be filtered

It should be illegal to merge cells in a spreadsheet

Align text consistently

How will it print, or display on a phone?

Be conscious of usability and readability

Don’t turn formulas into fixed results, let the audience check the math if they are interested

Always include a total line and summary for a dataset

Limit color coding data to small data sets

Instead, define a column of sortable criteria

Avoid colors that are difficult to read

Ensure that graphs or color coding is unique enough that differences are recognizable when printing in black and white

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Observations & Recommendations Recommendations – convert your

findings into action statements, it should be:

1. Timely

2. Realistic

3. Directed to the appropriate person or entity

4. Comprehensive

5. Specific

When making recommendations, be sure to consider:

1. The organizational environment

2. Budget constraints

3. Other conditions that might affect implementation

Share your observations:

Recap the results in a summary tab, and again in the body of an email or invite

You aren’t just a number cruncher, share what you learned about the data

Anticipate questions and prepare to answer them

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Provide an Explanation Describe your results Observe and report any visible trends Predict and answer questions ahead of time

Are the results what you or the audience expected? Research results that are out of the ordinary and provide explanations

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Service Level Agreement (SLA) Reporting for Drive Thru Orders

March 2016 Orders fulfilled within 180 seconds increased in March to 92% Volume of contacts offered increased in March while the average wait time (ASA) per order

increased 9 seconds over February.

Graphing Data

Relationship – displays a correlation between two or more variables

Scatter Plot

Bubble

Line

Comparison – displays how two or more variables interact, easily show the loan and high values in the data set

Bar

Line

Scatter Plot

Composition – displays how individual parts make up the whole

Pie

Stacked Bar/Column

Area

Waterfall

Distribution – Understand outliers and range of information in values

Scatter Plot

Line

Column

Bar 17

Select the right graph for your message by understanding what message are you trying to present.

Graphing Data – Compare Distributions

Bar Graph

Groups data

Might indicate pattern

Pareto

Shows differences between categories

Identify major contributors

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What are Metrics?

Metrics are quantitative measurements that provide insight for companies to understand and control their operations.

Leading indicator (identify trends and/or risks)

Trailing indicator (assess operational effectiveness and productivity)

Measure Success of Programs and Product Offerings

Communicate with stakeholders

Metrics provide management with insight into department’s success or areas that need more attention

Metrics can help build a case and gain sponsorship for new initiatives

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Measurement Concepts & Examples Key Risk Indicator (KRI)

Used to assess performance and indicate potential for adverse impact

Generally trended against baseline of dollars or units

Example: Increases in sales volume indicates potential to miss SLA

Key Performance Indicator (KPI)

Depicts performance and productivity for a given type of work

Teams performing multiple types of work can combine volume into work units by factoring volume and effort

Typically compares metrics like FTE, volumes, # of accounts

Example: Products made per FTE

Service Level Agreement (SLA)

Reports actual performance against a targeted agreement between Operations and the line of business

Components can include things like errors, percent on-time, or availability

Example: Prime Time Website Availability 21

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Charting Metrics Most KPI, KRI, and SLA charts will use:

Combinations of bar and line graphs

Primary axis for core measurement

Secondary axis for performance or comparative data

Start with data

Set up a well formatted and manageable spreadsheet for ongoing reports

Formatting

Title the chart in a way that lets the audience understand content

Label each axis

Use a clear and concise legend

Use real-estate wisely (location of legend, manage significant digits, font sizes of titles, alignment of axis data, etc.)

Format when adding to PPT

Ensure that you are formatted for print

From

To

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Online Bill Payment Cost Per Transaction –Prior 12 Months

General Tips Take a break from your work

Proof read before hitting “send”

Who should review results before sharing? Peer, manager, key stakeholder?

Expect the audience to check your math

Will they be able to calculate figures in your work and come up with the same result?

What data will they cross reference?

Don’t forget to spell check in Excel

Read the presentation aloud

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Questions?

Jennifer Berner Ben Turcan

VP, Digital Workspace Services VP, Operations

M&T Bank ConnectWise

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References Breyfogle, Forrest W. (2003). Implementing Six Sigma (2nd ed.). Hoboken,

NJ: John Wiley & Sons

Digital Inspiration www.labnol.org/software. Choose the Right Chart Type for your Data. Feb 2016

Microsoft Office Support www.support.office.com. Tips for creating and delivering an effective presentation.

University at Buffalo TCIE Six Sigma Black Belt Training Materials v2.0

University of North Carolina at Chapel Hill www.writingcenter.unc.edu. Speeches article

University of Rochester www.library.rochester.edu. Primary and Secondary Sources article

Ware, C. (2000), Information Visualization: Perception for Design, San Mateo, CA: Morgan Kaufmann

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