ASUG - Creating a Succesful BI Super User Community

transcript

Creating a Successful BI Super User CommunityAlonso ArteagaDirector of BI at The Chamberlain GroupAarteaga@chamberlain.comOrlando LedezmaBusiness Solution Manager – BI at The Chamberlain GroupOledezma@chamberlain.com

Who we are?

emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter

• Chamberlain provides access and convenience products for homes and businesses worldwide.

• Privately held, subsidiary of The Duchossois Group, Llc.• Worldwide coverage with Manufacturing locations in Mexico, Australia,

Malaysia and Distribution facilities in USA, Canada, Germany, China, Mexico and Australia.

• Went live with SAP in April 2012, using ECC and BW

1. Problem Statement2. Formalization of the role3. Creating a BI Super User Community4. Sustaining the BI Super User

Community5. Lessons Learned6. 5 takeaways

Agenda

Problem Statement

BI Super

UsersBI

UsersInfor

mation

Consumers

• BI was added to project scope late into blueprinting, capped ($) and didn’t cover all business needs

• Legacy custom reports, datawarehouse, Bobj and Crystal

• New world: SAP BW with Bex• BI Team very small• Appetite larger than stomach for reports,

metrics, dashboards = High Expectations

Teach users to fish

What went wrong?

• Roles were established during project but not formally deployed into the organization

• Roles were not standardized, performance and results were inconsistent

• New people, new processes, new tools• Organizational change management• Unmanaged expectations

People

Process

Agenda

emailaddress@asug.com

What did we do?

Follow @ASUG365 and #ASUG2013 on Twitter

Move ownership back to business Driven by HR – Org Change Mgmt department

Formally define role HR “approved” definitions

Establish measurement system HR “suggested” goals

Communicate Manager’s Seminars

BI Super users

Establish the community Kick Off

BI Super user survey

Obtain Buy In BI Super user evaluation & discussions

Foster a stronger community Lunch & Learns

Sharepoint Site

Newsletter

What is a BI Super User?

• Community of expert end users• “go to” people to answer metrics definition & query questions• 1st line of support for BI users and information consumers

• help running a query,• identifying the source of a problem,• understanding data• Creating reports and broadcast

• Understand the process areas & how departments function• Understand how system supports the business.• Train users and improve training materials• Functional specs definition• User Acceptance Testing

Role Definition

• BI Super User:A hands-on reporting analyst and subject matter expert for reporting in a business department.

• Accountabilities:

1. Demonstrates an expert knowledge of business metrics and key performance indicators, reports the data behind the reports, and how to read / interpret the data

2. Defines and creates reports, analyzes data, and uses reporting to answer questions regarding business performance; trains end users on reports

3. Works with business leadership and management to understand current and future reporting needs

4. Works proactively with operational super users to understand business processes5. Collaborates with other BI super users to understand cross-functional reports and share knowledge6. Works directly with IT on production support issues and new projects related to reporting and

analytics; defines functional requirements, writes functional specs; tests all changes

Goals Examples

• Create/update (Q1) and maintain (on-going) documentation of existing reports in your department

• Collaborate with your stakeholders to define the department’s reporting needs, KPI’s, and how they can be delivered (Q1).

• Provide timely and effective BI end user support (query, reporting, metrics, BI navigation, etc) as measured by mid-year and year-end “customer” feedback.

• Respond to ad-hoc requests for reports and analysis in an agreed-upon timely manner.

Agenda

• Define the set of benefits your company will like to see happen, use brainstorming sessions and invite people from IT, Help Desk, HR and OCM.

• Established how these benefits will be measured.

• Find a Business Sponsor who can championed the Program.

• Ask people within the Organization who should be a BI SU, be careful to not take leftovers.

• Have a clear list of what are the roles and responsibilities of the SU and what is your best estimate of the time they will spend on average each month on these tasks.

• Keep it Local.

Creating a BI Super User Community

Respected and Trusted on his current role Strong Communicator Problem Solver Customer Service oriented Training/Presentation skills Curiosity Teamwork Technically savvy.

What to look on BI Super Users

• If you want the Super User Program to be successful you want the Business to own the initiative.

• Use Executives as Sponsors, they will take care of the funding, politics and evangelization of the Program to the rest of the Organization.

• IT BI team can facilitate:• resolve most pressing issues• plan enhancements• define the Road Map• provide support

• Involve your Data Governance group if possible

BI Governance Program

• Don’t be afraid to implement a Review Board that will allow Super Users to determine which queries are valid and which can be removed. Established a clean up process that can delete periodically the queries that have been selected for removal.

• Let imagination flow, don’t limit what the BI Super Users can do, let them continue to experiment and have the initiative to create new analysis.

BI Governance Program

•A key to avoid chaos reign in your BI environment is to enforce standards.

•You need to have good documentation of what are your naming conventions.

•This type of conventions can be enforced by using Authorizations and Maintenance techniques.

• Define and communicate your Support Process and work with all levels of the Organization so they can understand it and help you follow it.

Enforce Standards

Agenda

• Let the BI Super users run the show• Listen to what they want, consider what they need• It’s a journey not a destination• Establish a cadence – Schedule lunch & learns, user conferences,

newsletter• Encourage BI Super users to present at Lunch & Learns, write tips

column, etc, • Involve ECC Super user community• Establish recognition programs. You may even have them vote to

recognize for exceptional performance.• Always have backup BI Super Users.

Sustaining a BI Super User Community

• Put BI super users in the driver seat for documentation• Help them document relevant queries, data models, FAQs, etc.• Measure the program performance by surveying End Users and BI Super

Users.• Execute Periodical evaluations of how the initial benefits are being

accomplished.

Sustaining a BI Super User Community

Agenda

•As with any other Super User initiative, maintaining a BI SU program requires time and dedication.

•BI Super Users have the ability to create their own analysis, in many cases they tend to go overboard and create hundreds of reports, the majority of them redundant and rarely used. This cause great confusion on End Users that will not be able to find the right information.

•Performance may be hindered by some of these queries.

•In many cases, the results of this Super User queries may not follow the Company definitions.

•Not every tool is required but they need to understand what is available and what is its use.

Word of advice…

•Even the Lone Ranger has Tonto. An excellent Super User will become more successful if it is surrounded by an excellent team.

•Is he/she self sufficient?A Super User does not need to know everything but should know where to look for an answer.

• Where does the BI Super user resides?If you already have a strong COE program, then the SU should be part of it, but many Organizations don’t have one and still have very successful SU Programs.

Demystifying the Myth

•The BI Super User program should be owned by the Business.

•Keep the dream alive, work with your Organization and the BI SU members to find methods of continuous improvement so the Program can continue the momentum going.

•Established and enforce good standards and rules as well as frequent maintenance processes.

•Communicate clearly to the whole Organization how the support process will function.

•Maintain frequent communication with your BI SU and keep them involved.

•Keep track of your end users feedback.

Final Thoughts…

• CGI Query Catalog

Some examples of communication tools

• CGI Business Intelligence Web site

• BI Monthly Newsletter

oledezma@chamberlain.com

• BI Super User Surveys

Agenda

1. Formalize Role2. It’s a Business role3. Management buy-in4. IT can facilitate, but the community

has to be self-sustaining5. It’s a journey – you need to be

prepared for it

5 Takeaways

Thank You

Follow @ASUG365 and ASUG CEO Bridgette Chambers @BChambersASUG on Twitter to keep up to date with everything at ASUG.

Follow the ASUGNews team of Tom Wailgum: @twailgumand Courtney Bjorlin: @cbjorlin for all things SAP.

ASUG - Creating a Succesful BI Super User Community

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