🧭💹Business Intelligence: Perspectives (Part XVIII: There’s More to Noise)

Business Intelligence Series

Visualizations should be built with an audience's characteristics in mind! Upon case, it might be sufficient to show only values or labels of importance (minima, maxima, inflexion points, exceptions, trends), while other times it might be needed to show all or most of the values to provide an accurate extended perspective. It even might be useful to allow users switching between the different perspectives to reduce the clutter when navigating the data or look at the patterns revealed by the clutter. 

In data-based storytelling are typically shown the points, labels and further elements that support the story, the aspects the readers should focus on, though this approach limits the navigability and users’ overall experience. The audience should be able to compare magnitudes and make inferences based on what is shown, and the accurate decoding shouldn’t be taken as given, especially when the audience can associate different meanings to what’s available and what’s missing. 

In decision-making, selecting only some well-chosen values or perspectives to show might increase the chances for a decision to be made, though is this equitable? Cherry-picking may be justified by the purpose, though is in general not a recommended practice! What is not shown can be as important as what is shown, and people should be aware of the implications!

One person’s noise can be another person’s signal. Patterns in the noise can provide more insight compared with the trends revealed in the "unnoisy" data shown! Probably such scenarios are rare, though it’s worth investigating what hides behind the noise. The choice of scale, the use of special types of visualizations or the building of models can reveal more. If it’s not possible to identify automatically such scenarios using the standard software, the users should have the possibility of changing the scale and perspective as seems fit. 

Identifying patterns in what seems random can prove to be a challenge no matter the context and the experience in the field. Occasionally, one might need to go beyond the general methods available and statistical packages can help when used intelligently. However, a presenter’s challenge is to find a plausible narrative around the findings and communicate it further adequately. Additional capabilities must be available to confirm the hypotheses framed and other aspects related to this approach.

It's ideal to build data models and a set of visualizations around them. Most probable some noise may be removed in the process, while other noise will be further investigated. However, this should be done through adjustable visual filters because what is removed can be important as well. Rare events do occur, probably more often than we are aware and they may remain hidden until we find the right perspective that takes them into consideration. 

Probably, some of the noise can be explained by special events that don’t need to be that rare. The challenge is to identify those parameters, associations, models and perspectives that reveal such insights. One’s gut feeling and experience can help in this direction, though novel scenarios can surprise us as well.

Not in every set of data one can find patterns, respectively a story trying to come out. Whether we can identify something worth revealing depends also on the data available at our disposal, respectively on whether the chosen data allow identifying significant patterns. Occasionally, the focus might be too narrow, too wide or too shallow. It’s important to look behind the obvious, to look at data from different perspectives, even if the data seems dull. It’s ideal to have the tools and knowledge needed to explore such cases and here the exposure to other real-life similar scenarios is probably critical!

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𖣯Strategic Management: Strategic Perspectives (Part II: The Elephant in the Room)

Strategic Management Perspectives

There’s an ancient parable about several blind people who touch a shape they had never met before, an elephant, and try to identify what it is. The elephant is big, more than each person can sense through direct experience, and people’s experiences don’t correlate to the degree that they don’t trust each other, the situation escalating upon case. The moral of the parable is that we tend to claim (absolute) truths based on limited, subjective experience [1], and this can easily happen in business scenarios in which each of us has a limited view of the challenges we are facing individually and as a collective. 

The situation from the parable can be met in business scenarios, when we try to make sense of the challenges we are faced with, and we get only a limited perspective from the whole picture. Only open dialog and working together can get us closer to the solution! Even then, the accurate depiction might not be in sight, and we need to extrapolate the unknown further.  

A third-party consultant with experience might be the right answer, at least in theory, though experience and solutions are relative. The consultant might lead us in a direction, though from this to finding the answer can be a long way that requires experimentation, a mix of tactics and strategies that change over time, more sense-making and more challenges lying ahead. 

We would like a clear answer and a set of steps that lead us to the solution, though the answer is as usual, it depends! It depends on the various forces/drivers that have the biggest impact on the organization, on the context, on the organization’s goals, on the resources available directly or indirectly, on people’s capabilities, the occurrences of external factors, etc. 

In many situations the smartest thing to do is to gather information, respectively perspectives from all the parties. Tools like brainstorming, SWOT/PESTLE analysis or scenario planning can help in sense-making to identify the overall picture and where the gravity point lies. For some organizations the solution will be probably a new ERP system, or the redesign of some processes, introduction of additional systems to track quality, flow of material, etc. 

A new ERP system will not necessarily solve all the issues (even if that’s the expectation), and some organizations just try to design the old processes into a new context. Process redesign in some areas can be upon case a better approach, at least as primary measure. Otherwise, general initiatives focused on quality, data/information management, customer/vendor management, integrations, and the list remains open, can provide the binder/vehicle an organization needs to overcome the current challenges.

Conversely, if the ERP or other strategical systems are 10-20 years old, then there’s indeed an elephant in the room! Moreover, the elephant might be bigger than we can chew, and other challenges might lurk in its shadow(s). Everything is a matter of perspective with no apparent unique answer. Thus, finding an acceptable solution might lurk in the shadow of the broader perspective, in the cumulated knowledge of the people experiencing the issues, respectively in some external guidance. Unfortunately, the guides can be as blind as we are, making limited or no important impact. 

Sometimes, all it’s needed is a leap of faith corroborated with a set of tactics or strategies kept continuously in check, redirected as they seem fit based on the knowledge accumulated and the challenges ahead. It helps to be aware of how others approached the same issues. Unfortunately, there’s no answer that works for all! In this lies the challenge, in identifying what works and makes sense for us!

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Resources:
[1] Wikipedia (2024) Blind men and an elephant [link]

🧭Business Intelligence: Perspectives (Part XVII: Creating Value for Organizations)

Business Intelligence Series

How does one create value for an organization in BI area? This should be one of the questions the BI professional should ask himself and eventually his/her colleagues on a periodic basis because the mere act of providing reports and good-looking visualizations doesn’t provide value per se. Therefore, it’s important to identify the critical to success and value drivers within each area!

One can start with the data, BI or IT strategies, when organizations invest the time in their direction, respectively with the considered KPIs and/or OKRs defined, and hopefully the organizations already have something similar in place! However, these are just topics that can be used to get a bird view over the overall landscape and challenges. It’s advisable to dig deeper, especially when the strategic, tactical and operational plans aren’t in sync, and let’s be realistic, this happens probably in many organizations, more often than one wants to admit!

Ideally, the BI professional should be able to talk with the colleagues who could benefit from having a set of reports or dashboards that offer a deeper perspective into their challenges. Talking with each of them can be time consuming and not necessarily value driven. However, giving each team or department the chance to speak their mind, and brainstorm what can be done, could in theory bring more value. Even if their issues and challenges should be reflected in the strategy, there’s always an important gap between the actual business needs and those reflected in formal documents, especially when the latter are not revised periodically. Ideally, such issues should be tracked back to a business goal, though it’s questionable how much such an alignment is possible in practice. Exceptions will always exist, no matter how well structured and thought a strategy is!

Unfortunately, this approach also involves some risks. Despite their local importance, the topics raised might not be aligned with what the organization wants, and there can be a strong case against and even a set of negative aspects related to this. However, talking about the costs involved by losing an opportunity can hopefully change the balance favorably. In general, transposing the perspective of issues into the area of their associated cost for the organization has (hopefully) the power to change people’s minds.

Organizations tend to bring forward the major issues, addressing the minor ones only after that, this having the effect that occasionally some of the small issues increase in impact when not addressed. It makes sense to prioritize with the risks, costs and quick wins in mind while looking at the broader perspective! Quick wins are usually addressed at strategic level, but apparently seldom at tactical and operational level, and at these levels one can create the most important impact, paving the way for other strategic measures and activities.

The question from the title is not limited only to BI professionals - it should be in each manager and every employee’s mind. The user is the closest to the problems and opportunities, while the manager is the one who has a broader view and the authority to push the topic up the waiting list. Unfortunately, the waiting lists in some organizations are quite big, while not having a good set of requests on the list might pinpoint that issues might exist in other areas!  

BI professionals and organizations probably know the theory well but prove to have difficulties in combining it with praxis. It’s challenging to obtain the needed impact (eventually the maximum effect) with a minimum of effort while addressing the different topics. Sooner or later the complexity of the topic kicks in, messing things around!

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🧭Business Intelligence: Mea Culpa (Part IV: Generalist or Specialist in an AI Era?)

Business Intelligence Series

Except the early professional years when I did mainly programming for web or desktop applications in the context of n-tier architectures, over the past 20 years my professional life was a mix between BI, Data Analytics, Data Warehousing, Data Migrations and other topics (ERP implementations and support, Project Management, IT Service Management, IT, Data and Applications Management), though the BI topics covered probably on average at least 60% of my time, either as internal or external consultant. 

I can consider myself thus a generalist who had the chance to cover most of the important aspects of a business from an IT perspective, and it was thus a great experience, at least until now! It’s a great opportunity to have the chance to look at problems, solutions, processes and the various challenges and opportunities from different perspectives. Technical people should have this opportunity directly in their jobs through the communication occurring in projects or IT services, though that’s more of a wish! Unfortunately, the dialogue between IT and business occurs almost only over the tickets and documents, which might be transparent but isn’t necessarily effective or efficient! 

Does working only part time in an area make one person less experienced or knowledgeable than other people? In theory, a full-time employee should get more exposure in depth and/or breadth, but that’s relative! It depends on the challenges one faces, the variation of the tasks, the implemented solutions, their depth and other technical and nontechnical factors like training, one’s experience in working with the various tools, the variety of the tasks and problem faced, professionalism, etc. A richer exposure can but not necessarily involve more technical and nontechnical knowledge, and this shouldn’t be taken as given! There’s no right or wrong answer even if people tend to take sides and argue over details.

Independently of job's effective time, one is forced to use his/her time to keep current with technologies or extend one’s horizon. In IT, a professional seldom can rely on what is learned on the job. Fortunately, nowadays one has more and more ways of learning, while the challenge shifts toward what to ignore, respectively better management of one’s time while learning. The topics increase in complexity and with this blogging becomes even more difficult, especially when one competes with AI content!

Talking about IT, it will be interesting to see how much AI can help or replace some of the professions or professionals. Anyway, some jobs will become obsolete or shift the focus to prompt engineering and technical reviews. AI still needs explicit descriptions of how to address tasks, at least until it learns to create and use better recipes for problem definition and solving. The bottom line, AI and its use can’t be ignored, and it can and should be used also in learning new things. It’s amazing what one can do nowadays with prompt engineering! 

Another aspect on which AI can help is to tailor the content to one’s needs. A high percentage in the learning process is spent on fishing in a sea of information for content that is worth knowing, respectively for a solution to one’s needs. AI must be able to address also some of the context without prompters being forced to give information explicitly!

AI opens many doors but can close many others. How much of one’s experience will remain relevant over the next years? Will AI have more success in addressing some of the challenges existing in people’s understanding or people will just trust AI blindly? Anyway, somebody must be smarter than AI, and here people’s collective intelligence probably can prove to be a real match. 

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🧭Business Intelligence: Perspectives (Part XII: From Data to Data Models)

Business Intelligence Series

A data model can be defined as an abstract, self-contained, logical definition of the data structures available in a database or similar repositories. It’s typically an abstraction of the data structures underpinning a set of processes, procedures and business logic used for a predefined purpose. A data model can be formed also of unrelated micromodels, depicting thus various aspects of a business. 

The association between data and data models is bidirectional. Given a set of data, a data model can be built to underpin the respective data. Conversely, one can create or generate data based on a data model. However, in business setups a bidirectional relationship between data and the data model(s) underpinning them is more realistic as the business evolves. In extremis, the data model can be used to reflect a business’ needs, at least when the respective needs are addressed accordingly by extending the data model(s).

Given a set of data (e.g. the data stored in one or more spreadsheets or other type of files) there can be defined in theory multiple data models to reflect the respective data. Within a data model, the fields (aka attributes) are partitioned into a set of data entities, where a data entity is thus a nonunique grouping of attributes that attempt to define together one unitary aspect of the world. Customers, Vendors, Products, Invoices or Sales Orders are examples of such data entities, though entities can have a broader granularity (e.g. Customers can be modeled over several tables like Entity, Addresses, Contact information, etc.). 

From an operational database’s perspective, a data entity is based on one or more tables, though several entities can share some of the tables. From a BI artifact’s perspective, an entity should be easy to create from the underlying tables, with a minimal set of transformations. Ideally, the BI data model should be as close as possible to the needed entity for reporting, however an optimal solution lies usually somewhere in between. In this resides the complexity of modeling BI solutions – providing an optimal data model which can be easily built on the source tables, and which allows addressing all or at least most of the BI requirements.

In other words, we deal with two optimization problems of two distinct data models. On one side the business data model must be flexible enough to provide fast read/write operations while keeping the referential data’s granularity efficient. Conversely, a BI data model needs to abstract these entities and provide a fast way of processing the data, while making data reads extremely efficient. These perspectives must apply when we move to Microsoft Fabric too. 

The operational data layer must provide this abstraction, and in this resides the complexity of building optimal BI solutions. This is the layer at which the modeling problems need to be tackled. The challenge of BI and Analytics resides in finding an optimal data model that allows us to address most or ideally all the BI requirements. Several overlapping layers of abstraction may be built in the process.

Looking at the data modeling techniques used in notebooks and other similar solutions, data modeling has the chance of becoming a redundant practice prone to errors. Moreover, data models have a tendency of being multilayered and of being based on certain perspectives into the processes they model. Providing reliable flexible models involves finding the right view into the data for modeling aspects of the business. Database views allow us to easily model such perspectives, often in a unique way. Moving away from them just shifts the burden on the multiple solutions built around the base data, which can create other important challenges. 

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🧭Business Intelligence: Perspectives (Part XI: Ways of Thinking about Data)

Business Intelligence Series

One can observe sometimes the tendency of data professionals to move from a business problem directly to data and data modeling without trying to understand the processes behind the data. One could say that the behavior is driven by the eagerness of exploring the data, though even later there are seldom questions considered about the processes themselves. One can argue that maybe the processes are self-explanatory, though that’s seldom the case. 

Conversely, looking at the datasets available on the web, usually there’s a fact table and the associated dimensions, the data describing only one process. It’s natural to presume that there are data professionals who don’t think much about, or better said in terms of processes. A similar big jump can be observed in blog posts on dashboards and/or reports, bloggers moving from the data directly to the data model. 

In the world of complex systems like Enterprise Resource Planning (ERP) systems thinking in terms of processes is mandatory because a fact table can hold the data for different processes, while processes can span over multiple fact-like tables, and have thus multiple levels of detail. Moreover, processes are broken down into sub-processes and procedures that have a counterpart in the data as well. 

Moreover, within a process there can be multiple perspectives that are usually module or role dependent. A perspective is a role’s orientation to the word for which the data belongs to, and it’s slightly different from what the data professional considers as view, the perspective being a projection over a set of processes within the data, while a view is a projection of the perspectives into the data structure. 

For example, considering the order-to-cash process there are several sub-processes like order fulfillment, invoicing, and payment collection, though there can be several other processes involved like credit management or production and manufacturing. Creating, respectively updating, or canceling an order can be examples of procedures. 

The sales representative, the shop worker and the accountant will have different perspectives projected into the data, focusing on the projection of the data on the modules they work with. Thinking in terms of modules is probably the easiest way to identify the boundaries of the perspectives, though the rules are occasionally more complex than this.

When defining and/or attempting to understand a problem it’s important to understand which perspective needs to be considered. For example, the sales volume can be projected based on Sales orders or on invoiced Sales orders, respectively on the General ledger postings, and the three views can result in different numbers. Moreover, there are partitions within these perspectives based on business rules that determine what to include or exclude from the logic. 

One can define a business rule as a set of conditional logic that constraints some part of the data in the data structures by specifying what is allowed or not, though usually we refer to a special type called selection business rule that determines what data are selected (e.g. open Purchase orders, Products with Inventory, etc.). However, when building the data model we need to consider business rules as well, though we might need to check whether they are enforced as well. 

Moreover, it’s useful to think also in terms of (data) entities and sub-entities, in which the data entity is an abstraction from the physical implementation of database tables. A data entity encapsulates (hides internal details) a business concept and/or perspective into an abstraction (simplified representation) that makes development, integration, and data processing easier. In certain systems like Dynamics 365 is important to think at this level because data entities can simplify data modelling considerably.

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🧭Business Intelligence: Perspectives (Part X: The Top 5 Pains of a BI/Analytics Manager)

Business Intelligence Series

1) Business Strategy

A business strategy is supposed to define an organization's mission, vision, values, direction, purpose, goals, objectives, respectively the roadmap, alternatives, capabilities considered to achieve them. All this information is needed by the BI manager to sketch the BI strategy needed to support the business strategy. 

Without them, the BI manager must extrapolate, and one thing is to base one's decisions on a clearly stated and communicated business strategy, and another thing to work with vague declarations full of uncertainty. In the latter sense, it's like attempting to build castles into thin air and expecting to have a solid foundation. It may work as many BI requirements are common across organizations, but it can also become a disaster. 

2) BI/Data Strategy

Organizations usually differentiate between the BI and the data Strategy because different driving forces and needs are involved, even if there are common goals, needs and opportunities that must be considered from both perspectives. When there's no data strategy available, the BI manager is either forced to address thus many data-related topics (e.g. data culture, data quality, metadata management, data governance), or ignore them with all consequences deriving from this. 

A BI strategy is an extension of the business, data and IT strategies into the BI knowledge areas. Unfortunately, few organizations give it the required attention. Besides the fact that the BI strategy breaks down the business strategy from its perspective, it also adds its own goals and objectives which are ideally aligned with the ones from the other strategies. 

3) Data Culture

Data culture is "the collective beliefs, values, behaviors, and practices of an organization’s employees in harnessing the value of data for decision-making, operations, or insight". Therefore, data culture is an enabler which, when the many aspects are addressed adequately, can have a multiplier effect for the BI strategy and its execution. Conversely, when basic data culture assumptions and requirements aren't addressed, the interrelated issues resulting from this can prove to be a barrier for the BI projects, operations and strategy. 

As mentioned before, an organization’s (data) culture is created, managed, nourished, and destroyed through leadership. If the other leaders aren't playing along, each challenge related to data culture and BI will become a concern for the BI manager.

4) Managing Expectations 

A business has great expectations from the investment in its BI infrastructure, especially when the vendors promise competitive advantage, real-time access to data and insights, self-service capabilities, etc. Even if these promises are achievable, they represent a potential that needs to be harnessed and there are several premises that need to be addressed continuously. 

Some BI strategies and/or projects address these expectations from the beginning, though there are many organizations that ignore or don't give them the required importance. Unfortunately, these expectations (re)surface when people start using the infrastructure and this can easily become an acceptance issue. It's the BI manager's responsibility to ensure expectations are managed accordingly.

5) Building the Right BI Architecture

For the BI architecture the main driving forces are the shifts in technologies from single servers to distributed environments, from relational tables and data warehouses to delta tables and delta lakes built with the data mesh's principles and product-orientation in mind, which increase the overall complexity considerably. Vendors and data professionals' vision of how the architectures of the future will look like still has major milestones and challenges to surpass. 

Therefore, organizations are forced to explore the new architectures and the opportunities they bring, however this involves a considerable effort, skilled resources, and more iterations. Conversely, ignoring these trends might prove to be an opportunity lost and eventually duplicated effort on the long term.

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🧭Business Intelligence: Perspectives (Part IX: Dashboards Are Dead & Other Crap)

Business Intelligence Series

I find annoying the posts that declare that a technology is dead, as they seem to seek the sensational and, in the end, don't offer enough arguments for the positions taken; all is just surfing though a few random ideas. Almost each time I klick on such a link I find myself disappointed. Maybe it's just me - having too great expectations from ad-hoc experts who haven't understood the role of technologies and their lifecycle.

At least until now dashboards are the only visual tool that allows displaying related metrics in a consistent manner, reflecting business objectives, health, or other important perspective into an organization's performance. More recently notebooks seem to be getting closer given their capabilities of presenting data visualizations and some intermediary steps used to obtain the data, though they are still far away from offering similar capabilities. So, from where could come any justification against dashboard's utility? Even if I heard one or two expert voices saying that they don't need KPIs for managing an organization, organizations still need metrics to understand how the organization is doing as a whole and taken on parts. 

Many argue that the design of dashboards is poor, that they don't reflect data visualization best practices, or that they are too difficult to navigate. There are so many books on dashboard and/or graphic design that is almost impossible not to find such a book in any big library if one wants to learn more about design. There are many resources online as well, though it's tough to fight with a mind's stubbornness in showing no interest in what concerns the topic. Conversely, there's also lot of crap on the social networks that qualify after the mainstream as best practices. 

Frankly, design is important, though as long as the dashboards show the right data and the organization can guide itself on the respective numbers, the perfectionists can say whatever they want, even if they are right! Unfortunately, the numbers shown in dashboards raise entitled questions and the reasons are multiple. Do dashboards show the right numbers? Do they focus on the objectives or important issues? Can the number be trusted? Do they reflect reality? Can we use them in decision-making? 

There are so many things that can go wrong when building a dashboard - there are so many transformations that need to be performed, that the chances of failure are high. It's enough to have several blunders in the code or data visualizations for people to stop trusting the data shown.

Trust and quality are complex concepts and there’s no standard path to address them because they are a matter of perception, which can vary and change dynamically based on the situation. There are, however, approaches that allow to minimize this. One can start for example by providing transparency. For each dashboard provide also detailed reports that through drilldown (or also by running the reports separately if that’s not possible) allow to validate the numbers from the report. If users don’t trust the data or the report, then they should pinpoint what’s wrong. Of course, the two sources must be in synch, otherwise the validation will become more complex.

There are also issues related to the approach - the way a reporting tool was introduced, the way dashboards flooded the space, how people reacted, etc. Introducing a reporting tool for dashboards is also a matter of strategy, tactics and operations and the various aspects related to them must be addressed. Few organizations address this properly. Many organizations work after the principle "build it and they will come" even if they build the wrong thing!

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♟️Strategic Management: Perspectives (Just the Quotes)

"We find that the manager, particularly at senior levels, is overburdened with work. With the increasing complexity of modern organizations and their problems, he is destined to become more so. He is driven to brevity, fragmentation, and superficiality in his tasks, yet he cannot easily delegate them because of the nature of his information. And he can do little to increase his available time or significantly enhance his power to manage. Furthermore, he is driven to focus on that which is current and tangible in his work, even though the complex problems facing many organizations call for reflection and a far-sighted perspective." (Henry Mintzberg, "The Structuring of Organizations", 1979)

"Operating managers should in no way ignore short-term performance imperatives [when implementing productivity improvement programs.] The pressures arise from many sources and must be dealt with. Moreover, unless managers know that the day-to-day job is under control and improvements are being made, they will not have the time, the perspective, the self-confidence, or the good working relationships that are essential for creative, realistic strategic thinking and decision making." (Robert H Schaefer, Harvard Business Review, 1986)

"A holistic perspective is essential in management. If we base management decisions on any other perspective, we are likely to experience results different from those intended because only the whole is reality." (Allan Savory & Jody Butterfield, "Holistic Management: A new framework for decision making", 1988)

"A process perspective sees not individual tasks in isolation, but the entire collection of tasks that contribute to a desired outcome. Narrow points of view are useless in a process context. It just won't do for each person to be concerned exclusively with his or her own limited responsibility, no matter how well these responsibilities are met. When that occurs, the inevitable result is working at cross–purpose, misunderstanding, and the optimization of the part at the expense of the whole. Process work requires that everyone involved be directed toward a common goal; otherwise, conflicting objectives and parochial agendas impair the effort." (James A Champy & Michael M Hammer, "Reengineering the Corporation", 1993)

"It is within the purview of each context to define its own rules and techniques for deciding how the object-oriented mechanisms and principles are to be managed. And while the manager of a large information system might wish to impose some rules based on philosophical grounds, from the perspective of enterprise architecture, there is no reason to make decisions at this level. Each context should define its own objectivity." (Rob Mattison & Michael J Sipolt, "The object-oriented enterprise: making corporate information systems work", 1994)

"Pure rationality and limited rationality share a common perspective, seeing decisions as based on evaluation of alternatives in terms of their consequences for preferences. This logic of consequences can be contrasted with a logic of appropriateness by which actions are matched to situations by means of rules organized into identities." (James G March,"A Primer on Decision Making: How Decisions Happen", 1994)

"Strategy making needs to function beyond the boxes to encourage the informal learning that produces new perspectives and new combinations. […] Once managers understand this, they can avoid other costly misadventures caused by applying formal techniques, without judgement and intuition, to problem solving." (Henry Mintzberg, 1994)

"Various perspectives exist in an enterprise, such as efficiency, quality, and cost. Any system for enterprise engineering must be capable of representing and managing these different perspectives in a well-defined way." (Michael Grüninger & Mark S Fox, "Benchmarking - Theory and Practice", 1995)

"A strategy is a set of hypotheses about cause and effect. The measurement system should make the relationships" (hypotheses) among objectives" (and measures) in the various perspectives explicit so that they can be managed and validated. The chain of cause and effect should pervade all four perspectives of a Balanced Scorecard." (Robert S Kaplan & David P Norton, "The Balanced Scorecard", Harvard Business Review, 1996)

"The Balanced Scorecard has its greatest impact when it is deployed to drive organizational change. [...] The Balanced Scorecard is primarily a mechanism for strategy implementation, not for strategy formulation. It can accommodate either approach for formulating business unit strategy-starting from the customer perspective, or starting from excellent internal-business-process capabilities. For whatever approach that SBU senior executives use to formulate their strategy, the Balanced Scorecard will provide an invaluable mechanism for translating that strategy into specific objectives, measures, and targets, and monitoring the implementation of that strategy during subsequent periods." (Robert S Kaplan & David P Norton, "The Balanced Scorecard", Harvard Business Review, 1996)

"The Balanced Scorecard translates mission and strategy into objectives and measures, organized into four different perspectives: financial, customer, internal business process, and learning and growth. The scorecard provides a framework, a language, to communicate mission and strategy; it uses measurement to inform employees about the drivers of current and future success." (Robert S Kaplan & David P Norton, "The Balanced Scorecard", Harvard Business Review, 1996)

"Senior management needed to step in and make some very tough moves. [...] we also realized then that there must be a better way to formulate strategy. What we needed was a balanced interaction between the middle managers, with their deep knowledge but narrow focus, and senior management, whose larger perspective could set a context." (Andrew Grove, Only the Paranoid Survive, 1998)

"Strategy maps show the cause-and effect links by which specific improvements create desired outcomes [...] From a larger perspective, strategy maps show how an organization will convert its initiatives and resources - including intangible assets such as corporate culture and employee knowledge - into tangible outcomes." (Robert S Kaplan & David P Norton, "Having Trouble with Your Strategy? Then Map It", Harvard Business Review, 2000)

"The manager [...] is understood as one who observes the causal structure of an organization in order to be able to control it [...] This is taken to mean that the manager can choose the goals of the organization and design the systems or actions to realize those goals [...]. The possibility of so choosing goals and strategies relies on the predictability provided by the efficient and formative causal structure of the organization, as does the possibility of managers staying 'in control' of their organization's development. According to this perspective, organizations become what they are because of the choices made by their managers." (Ralph D Stacey et al, "Complexity and Management: Fad or Radical Challenge to Systems Thinking?", 2000)

"Organizations are not systems but the ongoing patterning of interactions between people. Patterns of human interaction produce further patterns of interaction, not some thing outside of the interaction. We call this perspective complex responsive processes of relating." (Ralph Stacey, 2005)

"Enterprise engineering is an emerging discipline that studies enterprises from an engineering perspective. The first paradigm of this discipline is that enterprises are purposefully designed and implemented systems. Consequently, they can be re-designed and re-implemented if there is a need for change. The second paradigm of enterprise engineering is that enterprises are social systems. This means that the system elements are social individuals, and that the essence of an enterprise's operation lies in the entering into and complying with commitments between these social individuals." (Erik Proper, "Advances in Enterprise Engineering II", 2009)

"Effective project and program management involves more than strict adherence to a prescriptive methodology. Leadership skills, judgement, common sense, initiative, effective communication, negotiation skills and a broad perspective on the surrounding environment are all essential. Project and program management is a creative and collaborative process." (Peter Shergold, "Learning from Failure", 2015)

🧭Business Intelligence: Perspectives (Part II: The Complexity Myth)

Introduction

While looking over “Business Intelligence Concepts and Platform Capabilities” Coursera MOOC resources for Module 2 I run into two similar articles from Solutions Review, respectively Information Age. What caught my attention was the easiness with which the complexity of BI “myth” is approached in both columns.

According to the two sources the capabilities of nowadays BI tools “enabled business users to easily identify and present trends in an impactful way” [1], and “do not require an expert at the helm” [2]. It became thus simpler for users to independently query data and create interactive reports and presentations [2]. In both columns one can read between the lines that the simplicity of using BI tools is equivalent with negating the complexity of BI, which from my point of view is false. In fact here are regarded especially the self-service BI tools, in trend nowadays, that allow users to easily perform ad-hoc analysis with a minimal involvement from IT. Self-service BI is only a subset of what BI for organizations means, and just a capability from the many BI capabilities an organization needs in theory, even if some organizations might use it extensively.

Beyond the Surface

A BI tool is not a BI solution per se, even if many generic BI solutions for different systems are available out of the box. This is one of the biggest confusion managers, users and unfortunately also BI professionals make. A BI tool offers the technological basis for creating a BI infrastructure, though it comes with no guarantees. It takes a well-defined IT and business strategy, one or more successful projects, skillful developers and users in order to harness the BI investment.

On the other side it’s also true that organizations can obtain results also from less, though BI doesn’t equates with any ad-hoc analysis performed by users, even if they use BI tools for this purpose. BI is not only about tools, reporting and revealing trends in the data. BI often implies a holistic knowledge about the business and certain data awareness, without which users will start aggregating and comparing apples with pears and wonder why they taste and look different.

If everything were so simple then why so many BI projects fail to deliver what’s expected? Why so many managers complain that they don’t have the data they need, when they need them? Sure maybe the problem lies in over-complexifying the whole BI landscape and treating everything from a high-level, though that’s more likely not it.

It’s a Teamwork Knowledge Game

BI is or needs to be monitoring and problem solving oriented. This requires a deep understanding about processes and business. There are business users and also BI professionals who don’t have the knowledge one needs in order to approach a business problem. One can see that from the premises they have, the questions they raise, the data they consider, the models they build, and the results.

From a BI professional’s perspective, even if one has a broad knowledge about various businesses, one often lacks the insight in a given business. BI professionals can seldom provide adequate BI solutions without input and feedback from the business. Some BI professionals rely too much on their knowledge, same as the business sometimes expects a maximum output from BI professionals by providing a minimum of input.

Considering the business users, quite often their focus and knowledge cover only the data boundaries of their department, while many problems extend over those boundaries. They know facts that are not necessarily reflected in the data. Even if they are closer to the data than other parties, they still lack some data-awareness (including statistical awareness) in order to approach problems.

Somebody was saying ironically when talking about users’ data and problem solving skills - “not everybody is a Bill Gates or Steve Jobs”. Continuing the idea, one can’t expect users to act as such. For sure there are many business users who are better problem solvers than BI consultants, though on the other side one can’t expect that the average business user will have the same skillset as an experienced BI consultant. This is in fact one of the problems of self-service BI. Probably with time and effort organization will develop such resources, though some help from BI professionals will be still needed. Without a good cooperation between the business and BI professionals an organization might not have the hoped results when investing in BI

More on Complexity

The complexity arises when one tries to make more with the data, especially the data found in raw form. Usually the complexity of raw data can be addressed by building a logical or physical model that allows easier consumption of data. Here is the point where the users find themselves overwhelmed, because for this is required a good knowledge of the physical data model and its semantics, the technical knowledge to build models and the skills to reengineer the logic available in the source systems. These are the themes BI professionals are supposed to excel in. Talking about models, they are the most difficult to build because they reflect various segments of the business, they reflect a breakdown of the complexity. It’s also the point where many BI projects fail as the built models don’t reflect the reality or aren’t capable to answer to business questions.

Coming back to the two columns, I have to point out that the complexity of a subject or domain can’t be judged based on how easy is to approach basic tasks. The complexity lies typically when one goes beyond the basics, when one dives into details. In case of BI its complexity starts when one attempts mixing various technologies and knowledge domains to model and solve daily business problems in an integrated, holistic, aligned, consistent and cost-effective manner. The more the technologies, the knowledge domains and constraints one has to consider, the more complex the BI landscape and solutions become.

On the other side this doesn’t mean that the BI infrastructure can’t be simplified, that BI can’t rely heavily or exclusively on self-service BI solutions. However for each strategy there are advantages and disadvantages and one more likely has to consider both sides of the coin in the process. And self-service BI has its own trade-offs, weaknesses that can be transformed in strengths with time.

Conclusion

When one considers nowadays BI tools capabilities, ad-hoc analyses are relatively easy to perform and can lead to results, though such analyses don’t equate with BI and the simplicity with which they are performed don’t necessarily imply that BI is simple as a whole. When one considers the complexity of nowadays businesses, the more one dives in various problems a business has, the more complex the BI landscape seems. In the end it’s in each organization powers to simplify and harmonize its BI infrastructure to a degree that its business goals aren’t affected negatively.

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Resources
[1] Information Age (2015) 5 Myths about Intelligence, by Ben Rossi, [Online] Available from: http://www.information-age.com/technology/information-management/123460271/5-myths-about-business-intelligence 
[2] SolutionsReview (2015) Top 5 Business Intelligence Myths Revealed, by Timothy King, [Online] Available from: http://solutionsreview.com/business-intelligence/top-5-business-intelligence-myths-revealed
[3] Gartner (2016) Magic Quadrant for Business Intelligence and Analytics Platforms, by Josh Parenteau, Rita L. Sallam, Cindi Howson, Joao Tapadinhas, Kurt Schlegel, Thomas W. Oestreich [Online] Available from: https://www.gartner.com/doc/reprints?id=1-2XXET8P&ct=160204&st=sb 
[4] Coursera (2016) Business Intelligence Concepts, Tools, and Applications MOOC, led by Jahangir Karimi, University of Colorado, [Online] Available from: https://www.coursera.org/learn/business-intelligence-tools

🧭Business Intelligence: Enterprise Reporting (Part XI: Between Products, Partners, People and Processes)

Business Intelligence Series

In the previous post, “BI between Potential, Reality, Quality and Stories”, I was commenting five of the important findings of a study led by KPMG in respect to the state of art in BI initiatives. My comments were centered mainly on the first 3 of the 4Ps (Products, People, Partners, respectively Processes) considered in ITSM (IT Service Management). The connection to IT Service Management isn’t accidental, BI being also an organizational capability. Many of the aspects related to the 4Ps perspectives, reveal the maturity of an organization in leveraging its BI infrastructure.  In this post I would like to consider BI landscape from these 4 perspectives.

Products

Products or technology perspective has within BI context a dual nature. First of all we have to consider the BI infrastructure – the whole set of BI tools we have at disposal for our shiny reports. Secondly, because the BI infrastructure doesn’t stand on itself, we have to consider also IT infrastructure on which BI infrastructure is based upon – a full range of ISs (Information Systems) in which data are entered, processed, transported and consumed before they are used by the BI tools. For Data Quality issues, we often have to consider the broader perspective, and tackle the problems at the source. Otherwise we might arrive to treat the symptoms and not the causes. It’s important to note that the two layers or perspectives are interconnected, the consequences being bidirectional.

A typical BI infrastructure revolves around several databases, maybe one or more data warehouses and data marts, and one or more reporting systems. Within the most basic scenario, the data flow is unidirectional from databases to data warehouse/marts, reports being built on top of the data warehouse/marts or directly on the IS’ databases. In more complex scenarios, the data can flow between the various ISs when they were integrated, and even between data warehouses/marts, within a unidirectional or bidirectional flow.  Unless the reports are based directly on the ISs’ databases, such architectures lead to data duplication, conversions between complex schemas, delays between the various layers, to mention just a few of the most important implications. In some point in time the complexity falls down on you.

One of the problems I met is that a considerable percent of the IS are not developed to address BI requirements. It starts with data validation, with the way data are modeled, structured, formatted and made available for BI consumption. If you want to increase the quality of your data, you have sooner or later to address them. It’s important thus the degree to which the systems are designed to cover the BI needs in particular, and decision making in general. This presumes that BI requirements need to be addressed in early phases of implementations, software design or when tools are consider for purchase.

In addition many ISs come with their own (standard) reports or reporting frameworks, becoming thus part of your BI infrastructure, intended or unintended. Even if such reports are intended to cover basic immediate reporting requirements, they not always so easy to consume, the logic behind them is not visible, are hard to extend, are not always tested, the additional reports built in other tools need to be synchronized with them, etc.

Partners

We gather huge volumes of data, we are drowning in it; we want to take decision rooted in data and get visibility into the past, actual and future state of business. How can we achieve that if we don’t have the knowledge and human resources to achieve that? “Partners” is the magic word – external suppliers specialized, in theory, to provide this kind of services: BI analysts and developers, business analysts, data miners, and other IT professionals work together in order to build your BI infrastructure. One detail many people forget is that BI tools provide potentiality; are the skills and knowledge of those working with them that transforms that potentiality into success. On their capabilities depends the success of such projects. Not to forget that BI projects are similar to other IT projects, falling under same type of fallacies plus a few other fallacies of their own derived from exploratory and complex nature of BI projects.

There is a dual nature also in “partners” perspective – except the external perspective which concerns the external partners and the IT department or the business as a whole, there is also the internal perspective in which the IT department plays again a central role. I heard it often loudly affirmed that the other departments are customers of the IT department, or the reciprocal. I have seen also this conception brought to extreme, in which the IT had no word to say in what concerns the IT infrastructure in general, respectively the BI infrastructure in particular. As long the IT department isn’t treated as a business partner, an organization will be more likely sabotaged from inside. Sabotage it’s a word too strong maybe, though it kind of reflects the state of art.

People

Same as partners, people perspective includes a considerable variety of types: IT staff, executives, managers, end-users and other types of stakeholders, each of them with a word to say, grouped in various groups of interests that don’t always converge, situations in which politics plays a major role. It’s actually interesting to see how the decision for a given BI solution is made, how the solution takes its place into the landscape, how it’s used and misused, how personalities and knowledge harness it or stand in the way. I feel that there are organizations (people) which do BI just for the sake of doing something, copying sometimes recipes of success, without uniting the dots, without clear goals and strategy. There are people who juggle with numbers and BI concepts without knowing their meaning and what they involve. This aspect is reflected in how BI tools are selected, implemented and used.

Having the best tools, consultants and highest data quality, won’t guarantee the success of BI initiative without users’ acceptance, without teaching them how to make constructive use of tools and data, on how to use and built models in order to solve the problems the business is confronted with, on how to address strategic, tactical and operational requirements. The transformation from a robot to a knowledge worker doesn’t happen over night. Is needed to make people aware of the various aspects of BI – data quality, process and data ownership, on how models can be used and misused, on how models evolve or become obsolete, how the BI infrastructure has to evolve with the business’ dynamics. There are so many aspects that need to be considered. It’s a continuous learning process.

Processes

In processes' perspective can be depicted a dual nature too. First of all we have to consider the processes which are used to manage efficiently and effectively the whole BI infrastructure. They are widely discussed in various methodologies like ITIL, whose implementation is thoroughly documented. Secondly, it’s the reflection of departmental processes within the various data perspectives – how they are measured, and how the measurements are further used for continuous improvement. 

Considering that this aspect is correlated with an organization’s capability model, I don’t think that many organizations go/rich that far. Sure the trend is to define meaningful KPIs, growth, health and other type of metrics, but the question is – are you using those metrics constructively, are you aligning them with your strategic, tactic and operational goals? I think there is lot of potential in this, though in order to measure processes accordingly is imperative to have also the system designed for this purpose. Back to technological perspective…

 

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🧭Business Intelligence: Perspectives (Part I: General Issues)

Business Intelligence Series

Introduction

BI projects are noble in intent though many managers and data professionals ignore their implications and prerequisites – data quality (incl. availability), cooperation, maturity, infrastructure, adequate tools and knowledge.

Data Quality

The problem with data starts usually at the source - ERP and other information systems (IS). In theory the system should cover all the basic reporting requirements existing in an enterprise, though that's seldom the case. Therefore, basic reporting needs arrive to be covered by ad-hoc developed tools which often include MS Excel/Access solutions, which are difficult to integrate and manage across organization.

Data Quality (DQ) is maybe the most ignored component in the attempt to build flexible, secure and reliable BI solutions. DQ is based on the validation implemented in source systems and the mechanisms used to cleanse the data before being reported, respectively on the efficiency and effectiveness of existing business processes and best practices.

DQ must be guaranteed for accurate decisions. If the quality is not validated and reviewed periodically, users will be reluctant in using the reports! The reports must be validated as part of the UAT process. Aggregated BI reports need detailed reports that can be used for validation, while the logic and data need to be synchronized accordingly.

The quality of decisions is based on the degree to which data were understood and presented to the decisional factors, though that’s not enough; it's need also a complete perspective, and maybe that’s why some business users prefer to prepare and aggregate data by themselves, the process allowing them in theory to get a deeper understanding of what’s happening.

Cooperation

A BI initiative doesn’t depend only on the effort of a department (usually IT), but on the business as a whole. Unfortunately, the so called partnership is more a theoretical term than a fact, while managers’ and business users' involvement is often suboptimal. 

BI implementations are also dependent on consultants’ skills and the degree to which they understood business’ requirements, on team’s cohesion and other project (management) related prerequisites, respectively on knowledge transfer and training. 

Tools

Most of the BI tools available on the market don’t satisfy all business, respectively users’ requirements. Even if they excel in some features, they lack in others. Usually, more than one BI tool is needed to cover (most of) the requirements. When features are not available, or they are not mature enough, or they are difficult to learn, users will prefer to use tools they already know.

Another important consideration is that BI tools rely on data models, often inflexible from the point of the data they provide, lacking integrating additional datasets, algorithms and customizations. The overall requirements need to be considered more recently from the point of cloud computing technologies, which becomes steadily a requirement for nowadays business dynamics. 

Maturity 

Besides the fact that Capability Maturity Models (CMMs) are difficult to implement, organizations lack the knowledge of transforming data into knowledge, respectively in understanding data and evolving it further in wisdom and competitive advantage. 

Most of the fancy words used by salesmen to sell a product don’t become reality overnight. Of course, a BI tool might have the potentiality of fulfilling the various technical and nontechnical goals, though between a theoretical potentiality and harnessing the respective potential is a long road that need to be addressed at strategical, tactical and operational levels.

Infrastructure

Infrastructure refers to human and technical components and the way they interact in getting the job done. It's not only about "breaking habits" and using the best tools, but in aligning people and technologies to the desired level of performance, of retaining and diffusing knowledge. 

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