The Power of Business Intelligence

1. The Power of Business Intelligence Steve Hobson

2. The Importance of Decisions From past experience By rules of thumb By �gut� feel By facts

3. By doing the critical tasks themselves By hiring more skilled staff By setting a policy for each decision The Importance of Decisions Suggested Script: So, we want to make decision using facts rather than gut feel or rules of thumb, but when we think about how we can get to better decisions, we usually think of a couple possible approaches. First, we could decide to make all the important decisions ourselves... But of course at that point we become the organizational bottleneck. So, we usually tire of that approach pretty quickly - effective managers learn to delegate early. So, a second alternative would be to hire more skilled staff whom we can trust to make the right decision, but as we also learn quickly - we can�t always get the most experienced people in the industry to take all the important jobs in our company - we need to develop some of our own experts too. Another approach and one that might seem pretty scaleable on the surface might be to come up with a series of business rules that tell people how to make their decisions. Of course, the problem with this approach is that there are simply too many exceptions. (click) Most companies find, when they really try to come up with a good strategy, that the best way to help people make better decisions is to equip them with the information they need - in the form of business intelligence - to help them make the right choices. (click) advance to the next slide Suggested Script: So, we want to make decision using facts rather than gut feel or rules of thumb, but when we think about how we can get to better decisions, we usually think of a couple possible approaches. First, we could decide to make all the important decisions ourselves... But of course at that point we become the organizational bottleneck. So, we usually tire of that approach pretty quickly - effective managers learn to delegate early. So, a second alternative would be to hire more skilled staff whom we can trust to make the right decision, but as we also learn quickly - we can�t always get the most experienced people in the industry to take all the important jobs in our company - we need to develop some of our own experts too. Another approach and one that might seem pretty scaleable on the surface might be to come up with a series of business rules that tell people how to make their decisions. Of course, the problem with this approach is that there are simply too many exceptions. (click) Most companies find, when they really try to come up with a good strategy, that the best way to help people make better decisions is to equip them with the information they need - in the form of business intelligence - to help them make the right choices. (click) advance to the next slide

4. Access to this information means better decisions Called to a Last Minute Decision Making Meeting? Suggested Script: The basic idea then is that access to information helps people make better decisions. So, this hypothesis begs the question of exactly what type of information people need to make the right decision? Well, of course the detailed answer to this question depends on the business problem at hand. What we can be sure of, though is that at a minimum they need to know what the goals are - and they need to understand where we are vis-�-vis these goals. Are we on course? Are we halfway there? Are we going to meet the objectives? Decision-makers need strategic information to be put in a position to make the types of decisions that will impact the bottom line of your company.(click) Suggested Script: The basic idea then is that access to information helps people make better decisions. So, this hypothesis begs the question of exactly what type of information people need to make the right decision? Well, of course the detailed answer to this question depends on the business problem at hand. What we can be sure of, though is that at a minimum they need to know what the goals are - and they need to understand where we are vis-�-vis these goals. Are we on course? Are we halfway there? Are we going to meet the objectives? Decision-makers need strategic information to be put in a position to make the types of decisions that will impact the bottom line of your company.(click)

5. Today, the quantity of data is endless Legacy, ERP, data warehouses, spreadsheets, web, etc. Need to transform data into profit Data-Rich but Knowledge-Poor So, while we see the need to provide people with information to support their decision making, we are left with challenge of delivering a solution. So, while we see the need to provide people with information to support their decision making, we are left with challenge of delivering a solution.

6. Vast, growing quantities of dispersed data Growing number ofdecisions requiringthis data But slower growth in expertise Data-Rich but Knowledge-Poor The Gartner Group talks about this problem and how there is an increasing amount of data that is theoretically available to support decision making. After all, the systems we have been implementing for years are generating huge volumes of data every day. Over the last few years, this has increased exponentially, through the deployment of ERP applications and now through the growing volumes of data being generated by our web server logs. There is also an upward trend in the number of critical decisions that the average business person must make each week. As more and more people are empowered to make decisions, and as competitive markets force shorter and shorter decision cycles, the volume of critical decisions has risen steadily over the last few years. A third trend is in the number of IS personnel that are available to focus on data analysis. This has been holding steady or declining over the last few years in most companies? After all, do you have a data analyst at your beck and call to help support each of your decisions? What we are going to talk about today is a way to close the fact gap with business intelligence. Source: Gartner SSPThe Gartner Group talks about this problem and how there is an increasing amount of data that is theoretically available to support decision making. After all, the systems we have been implementing for years are generating huge volumes of data every day. Over the last few years, this has increased exponentially, through the deployment of ERP applications and now through the growing volumes of data being generated by our web server logs. There is also an upward trend in the number of critical decisions that the average business person must make each week. As more and more people are empowered to make decisions, and as competitive markets force shorter and shorter decision cycles, the volume of critical decisions has risen steadily over the last few years. A third trend is in the number of IS personnel that are available to focus on data analysis. This has been holding steady or declining over the last few years in most companies? After all, do you have a data analyst at your beck and call to help support each of your decisions? What we are going to talk about today is a way to close the fact gap with business intelligence. Source: Gartner SSP

7. The Problem: Data Jailhouse Suggested Script: Even if an IT department is able to service these types of requests in a timely manner, the lack of proper end-user query and reporting tools causes more problems further down the road. For instance, as we consider the broader population of decision makers in your business we quickly realize that each person has a need for different information - or perhaps for the same information presented in a different way. Is anyone here familiar with the report backlog, where requests for customized reports are piling up, people in IT are working hard to meet the needs of each report consumer, but ultimately the demand simply overwhelms supply and some requests for information just don�t get met in time. Usually, after a while some people just stop making the requests - preferring to fly blind than endure the tedious wait for required information. Finally, once a person get the requested report, the data often leads him to ask a new question - starting the whole overloaded cycle all over again. (click) advance to next slide Suggested Script: Even if an IT department is able to service these types of requests in a timely manner, the lack of proper end-user query and reporting tools causes more problems further down the road. For instance, as we consider the broader population of decision makers in your business we quickly realize that each person has a need for different information - or perhaps for the same information presented in a different way. Is anyone here familiar with the report backlog, where requests for customized reports are piling up, people in IT are working hard to meet the needs of each report consumer, but ultimately the demand simply overwhelms supply and some requests for information just don�t get met in time. Usually, after a while some people just stop making the requests - preferring to fly blind than endure the tedious wait for required information. Finally, once a person get the requested report, the data often leads him to ask a new question - starting the whole overloaded cycle all over again. (click) advance to next slide

8. The Solution: Business Intelligence (BI) So how do solve the problem? How de we close the Fact Gap? The solution for many companies has been to implement business intelligence to unlock the valuable data you already have to let business people get access to the information they need. There are three key things that business intelligence solution delivers: the ability to access, analyze, and share information. First, you need to give people one place to go for access to all the structured data in your organization. Whether they want information that is drawn from marketing operations or from manufacturing, the end user should be able to go to that one place to get the answers to business questions: a business intelligence portal, for one-stop shopping for structured data. Second, you need to make it as simple as possible for people to analyze the corporate information. This is because unpredictable questions arise when looking at reports, and users need to be able to find their own answers to questions without returning to the IT department and waiting a week. Finally, people need to be able to share any discoveries they make, either by sending them back to the BI portal, or by sending them to individuals and groups of people. All of these apply whether the users of your data are inside or outside your organization, since a BI extranet can unlock the same value for your customers, partners, and suppliers to help them make better decisions too. So how do solve the problem? How de we close the Fact Gap? The solution for many companies has been to implement business intelligence to unlock the valuable data you already have to let business people get access to the information they need. There are three key things that business intelligence solution delivers: the ability to access, analyze, and share information. First, you need to give people one place to go for access to all the structured data in your organization. Whether they want information that is drawn from marketing operations or from manufacturing, the end user should be able to go to that one place to get the answers to business questions: a business intelligence portal, for one-stop shopping for structured data. Second, you need to make it as simple as possible for people to analyze the corporate information. This is because unpredictable questions arise when looking at reports, and users need to be able to find their own answers to questions without returning to the IT department and waiting a week. Finally, people need to be able to share any discoveries they make, either by sending them back to the BI portal, or by sending them to individuals and groups of people. All of these apply whether the users of your data are inside or outside your organization, since a BI extranet can unlock the same value for your customers, partners, and suppliers to help them make better decisions too.

9. Business Intelligence Solutions Personalized e-business workplace for employees, partners and customers that allows interactive Web access to business reports and database information, as well as other business information Components Business Objects Components Report Creation/Analytical Tools Access Components Administration Metadata Report Templates Establish new customer relationships Enhance � Improve and advance the technology and function of our existing products to continually increase the value they provide and make them more attractive to a broader range of customers and prospects. Expand � Increase the breadth of our portfolio by continuing to design, develop and deliver new solutions that provide additional value to our current customers and / or are attractive to new segments of the P&C insurance marketplace. One CSC � Employ the capabilities within all of CSC to provide more complete, robust and unique packaged solutions to both current and potential customers. Sales Support � Assist sales and marketing in understanding the function, value and unique advantages of our solutions and in communicating this information to customers and prospects. Deliver customer value Results � Help our customers more quickly realize a return on their investment in our solutions by lowering the overall cost, reducing the time required to begin receiving value and progressing them to live status on schedule and within budget. References � Ensure every customer is willing to be a reference by meeting our commitments and S3+ Browsering their expectations. Quality � Continually improve the quality of our solutions, striving toward zero defects and increasing the speed, effectiveness and efficiency of our software development, services and support practices and processes. Richness � Deliver solutions that provide robust business and insurance function that is flexible and easy to use. Migrations � Move customers to the most current versions of our software by providing desired enhancements and significantly reducing the effort (time and cost) required to move forward. �Customer Care � Provide support services which ensure our customers continue to receive ongoing attention and value from our solutions after implementation is complete. Promote Employee Development Knowledge and Experience � Provide appropriate career planning, learning opportunities and experience to foster an extremely competent, flexible and well-rounded professional staff. Performance Management � Effectively implement our performance evaluation, quarterly goals and recognition/reward processes to achieve results in alignment with PCS�s mission, values and goals. �Communications � Effectively implement communication processes, which provide for upward, downward and lateral information to be exchanged, which will foster participation, efficiency and a well-informed staff. Meet Shareholder expectations Improve gross margin performance � Increase our gross margin percent and achieve double-digit gross margin growth. �Improve our forecasting accuracy and predictability � Effectively utilize CSC knowledge assets and continue strengthening the interfaces with sales and marketing to significantly increase financial performance predictability and accuracy. �Risk Management � Utilize risk planning and monitoring to identify and mitigate potential issues, which could negatively impact our financial performance. Establish new customer relationships Enhance � Improve and advance the technology and function of our existing products to continually increase the value they provide and make them more attractive to a broader range of customers and prospects. Expand � Increase the breadth of our portfolio by continuing to design, develop and deliver new solutions that provide additional value to our current customers and / or are attractive to new segments of the P&C insurance marketplace. One CSC � Employ the capabilities within all of CSC to provide more complete, robust and unique packaged solutions to both current and potential customers. Sales Support � Assist sales and marketing in understanding the function, value and unique advantages of our solutions and in communicating this information to customers and prospects. Deliver customer value Results � Help our customers more quickly realize a return on their investment in our solutions by lowering the overall cost, reducing the time required to begin receiving value and progressing them to live status on schedule and within budget. References � Ensure every customer is willing to be a reference by meeting our commitments and S3+ Browsering their expectations. Quality � Continually improve the quality of our solutions, striving toward zero defects and increasing the speed, effectiveness and efficiency of our software development, services and support practices and processes. Richness � Deliver solutions that provide robust business and insurance function that is flexible and easy to use. Migrations � Move customers to the most current versions of our software by providing desired enhancements and significantly reducing the effort (time and cost) required to move forward. �Customer Care � Provide support services which ensure our customers continue to receive ongoing attention and value from our solutions after implementation is complete. Promote Employee Development Knowledge and Experience � Provide appropriate career planning, learning opportunities and experience to foster an extremely competent, flexible and well-rounded professional staff. Performance Management � Effectively implement our performance evaluation, quarterly goals and recognition/reward processes to achieve results in alignment with PCS�s mission, values and goals. �Communications � Effectively implement communication processes, which provide for upward, downward and lateral information to be exchanged, which will foster participation, efficiency and a well-informed staff. Meet Shareholder expectations Improve gross margin performance � Increase our gross margin percent and achieve double-digit gross margin growth. �Improve our forecasting accuracy and predictability � Effectively utilize CSC knowledge assets and continue strengthening the interfaces with sales and marketing to significantly increase financial performance predictability and accuracy. �Risk Management � Utilize risk planning and monitoring to identify and mitigate potential issues, which could negatively impact our financial performance.

11. Data is the one asset that you have in large quantities If you do not use this data to make the tough decisions you now face� you might as well guess Data is the one asset that most companies have in large quantities. Its impact on the bottom line will be felt by the better, faster decisions made by using real information. If you are not using this data, you are only guessing. And no company can be run efficiently and effectively by basing its strategy and day-to-day decisions be based on nothing more than a hunch or a rule of thumb. In fact, doing nothing with your data actually means it is a liability. You are gaining no real value from it. The way to gain value from your information is with business intelligence.Data is the one asset that most companies have in large quantities. Its impact on the bottom line will be felt by the better, faster decisions made by using real information. If you are not using this data, you are only guessing. And no company can be run efficiently and effectively by basing its strategy and day-to-day decisions be based on nothing more than a hunch or a rule of thumb. In fact, doing nothing with your data actually means it is a liability. You are gaining no real value from it. The way to gain value from your information is with business intelligence.

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