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The major reason why Business Intelligence became popular was the advent of Dashboards and Scorecards. These tools digest large volumes of information and convey it in an intutive format, making it easy to classify and respond to critical, time-sensitive events. They also help in exploring issues and trends without getting completely lost in a big pool of information.
Understanding Dashboards and Scorecards
Often these two terms are often used interchangebly. However, there should be a distiction as a scorecard for- a- college semester feels like addressing a different problem than a dashboard for an automobile. An example would make this easier to understand. E.g A manager who is responsible for Customer Support for Function at a Large Enterprise.
|ScoreCards - Indicators||Dashboards- Indicators|
|Issue Resolution Time - Median||Number of inbound calls in Queue|
|Issue Resolution Time - Mean||Number of calls in escalation|
|% of Issues solved at first contact||Current hold time for inbound calls|
|% of Issues resolved within a certain timeframe||Current hold time for inbound for escalation|
|Mean follow up satisfactory survey||Current CSR's online|
|Average Call Resolution Time|
|Predicted Hold Time in two hours|
|These measures look over a period of time (Monthly or quaterly) base-lined against specific goals, either in absolute terms or improvements Vs a prior period||All the measures except Average call resolution Time would be shown at the exact instant the dashboard is veiwed for refreshed.|
Based on the simple example certain distinctions can be discerned:
Bringing balanced Dashboards & Scorecards Together
Customer relationship dashboard use lots of measures that give you data about how your team is operating, but provide little insight into the progress towards reaching your goals. Likewise customer relationship scorecards presents a quick pictureof which strategy you need to concetrate to improve customer satisfaction but lacks any detail as to are you struggling in bringing up maximum resolutions.
However there are ways to ensure that Dashboards include the critical connections to strategy. Once you have identified the troublesom measure on the scorecard, you can drill down into maximum resolutions dashboard that contained measures like average call resolution time, calls queues and hold time.