🧭Business Intelligence: Perspectives (Part XVI: On the Cusps of Complexity)

Business Intelligence Series

We live in a complex world, which makes it difficult to model and work with the complex models that attempt to represent it. Thus, we try to simplify it to the degree that it becomes processable and understandable for us, while further simplification is needed when we try to depict it by digital means that make it processable by machines, respectively by us. Whenever we simplify something, we lose some aspects, which might be acceptable in many cases, but create issues in a broader number of ways.

With each layer of simplification results a model that addresses some parts while ignoring some parts of it, which restricts models’ usability to the degree that makes them unusable. The more one moves toward the extremes of oversimplification or complexification, the higher the chances for models to become unusable.

This aspect is relevant also in what concerns the business processes we deal with. Many processes are oversimplified to the degree that we track the entry and exit points, respectively the quantitative aspects we are interested in. In theory this information should be enough when answering some business questions, though might be insufficient when one dives deeper into processes. One can try to approximate, however there are high chances that such approximations deviate too much from the value approximated, which can lead to strange outcomes.

Therefore, when a date or other values are important, organizations consider adding more fields to reflect the implemented process with higher accuracy. Unfortunately, unless we save a history of all the important changes in the data, it becomes challenging to derive the snapshots we need for our analyses. Moreover, it is more challenging to obtain consistent snapshots. There are systems which attempt to obtain such snapshots through the implementation of the processes, though also this approach involves some complexity and other challenges.

Looking at the way business processes are implemented (see ERP, CRM and other similar systems), the systems track the created, modified and a few other dates that allow only limited perspectives. The fields typically provide the perspectives we need for data analysis. For many processes, it would be interesting to track other events and maybe other values taken in between.

There is theoretical potential in tracking more detailed data, but also a complexity that’s difficult to transpose into useful information about the processes themselves. Despite tracking more data and the effort involved in such activities, processes can still behave like black boxes, especially when we have no or minimal information about the processes implemented in Information Systems.

There’s another important aspect - even if systems provide similar implementations of similar processes, the behavior of users can make an important difference. The best example is the behavior of people entering the relevant data only when a process closes and ignoring the steps happening in between (dates, price or quantity changes).

There is a lot of missing data/information not tracked by such a system, especially in what concerns users’ behavior. It’s true that such behavior can be tracked to some degree, though that happens only when data are modified physically. One can suppose that there are many activities happening outside of the system.

The data gathered represents only the projection of certain events, which might not represent accurately and completely the processes or users’ behavior. We have the illusion of transparency, though we work with black boxes. There can be a lot of effort happening outside of these borders.  

Fortunately, we can handle oversimplified processes and data maintenance, though one can but wonder how many important things can be found beyond the oversimplifications we work with, respectively what we miss in the process. 

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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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