New innovation project where the Customer asked for a brand new solution of data analytics and data simulation supporting its business leaders to drive and monitoring its big change of the
internal service organization.
The solution has been delivered upon the
Microsoft Cloud for the first time in the history for a multi-country/systemic bank in Italy. With this solution the bank can trigger different changes into its global service organization in order to drive a giant transformation about people, specializations, competences, quality of services and core services transformation.
A great bank has organized a division from a highly heterogeneous situation:
The customer asked for a solution to monitoring and planning of thousands of services/processes/procedures and to allows to measure and manage a number of key performance indicators identified and tailored to the specific needs of the examined area.
The main objectives were:
To achieve the above-mentioned needs, Cluster Reply chose Microsoft Power BI as main technology. Power BI is a suite of business analytics tools to analyze data and share insights; it also provides a 360-degree view for business users with their most important metrics in one place, updated in real time, and available on all of their devices.
Cluster Reply designed a Business intelligence solution that allows to monitor processes and tasks inside organizations. Performance Management Dashboard provides a general overview of the organization status and is possible to perform more specific analysis when needed. The application is built upon a relational Database, a Datawarehouse and a Tabular developed in Microsoft SQL Server. The main technology used for presentation, reporting and data analysis is Power BI.
Power BI is a suite of business analytics tools that enables to connect to, visualize, and analyse data with greater speed, efficiency, and understanding.
Power BI connects users to a broad range of live data through easy-to-use dashboards, provides interactive reports, and delivers compelling visualizations.
Cluster Reply developed this Business Intelligence Solution using Cloud services to provide scalability and fast configuration environment. The Performance Management provides a Daily Input form that allow users to register data about resources allocation and worked volume. Record tuple key is composed by Organizational Unit, geographic aggregation, process and procedure. Every first decade of the month we receive data flow of HR records. For this aim, Cluster Reply implemented an ETL to load employees’ register and absences data. Records are imported directly using HR provided format. Data import is automatic and updated data will be available on the dashboard after a few minutes.
In order to perform data import, we implemented an integrated administrative interface, included in SharePoint online Provider Hosted application. This administrative interface allows to transparently upload HR resource and absence data.
The administrative interface and associated ETL import procedure is available in accordance with permissions assigned to back office users. At the end of the month the data is consolidated in order to perform the KPI calculus. The main KPI categories are Productivity, Saturation, SLA and Net Availability. Productivity represents average worked volume for each FTE. Admin users can set a target on worked volume for each process. BI Dashboard automatically check, adjust and increase the target considering also not ordinary peak work. On the other hand, Saturation gives information about average worked volume per day by each Organizational Unit. SLA counts the number of satisfied services divided by the total of services defined for each Process. Net availability summarizes the available FTE for each Organizational Unit respect to the total assigned resources.
Resources lent out to other structures are considered in this KPI. Furthermore Performance Management Dashoboard allow to manage on demand Task Force. Back office users can create an engagement sheet to match cross competences needed for a non ordinary activity. In this way a specific process is created for the entire duration of the project. Users can allocate resources on the process and manage worked volume as well.
The Dashboard home page provides an overview of KPI values and noticeable alerts. Furthermore is possible to drill-down and analyse details about Organizational Units involved, processes and procedures.
Reports and charts are pinned in Power BI Dashboards according to the user group profile and possibly through specific visibility rights. Power BI guarantees a high level of flexibility on visualizations composition and layout customization from the single user point of view.
Moreover, is possible to subscribe for significant data insights, e.g. users will receive an email notification about specific trend changes that are critical to the organization. Finally users can execute live queries in natural language using Q&A feature. Power BI engine will learn from dataset and user demands, giving more precise responses and language understanding after a specific training.
Put it all together: is possible to monitor business processes, assign work volume targets and perform deep analysis when needed. The Performance Management Dashboard allows crucial people of the organization to take reliable and repetible decisions based on the available data history.
The benefits of use Performance Management Dashboard are:
With this solution the customer has got a new low-cost application either highly scalable and strongly innovative, based on the Microsoft Cloud which is supporting their service transformation with ease of process monitoring and related simulations. Before this solution the Customer didn’t have any comprehensive visibility about SLAs and operative change management requirement nor any kind of tool to assure action and control of this process with a reduced time-to-market.