Enterprise Intelligence Service

Scorecards & Dashboards

Buinsberry leverages specialized knowledge in Custom Enterprise Application development, Enterprise Reporting & Business Intelligence Deployments, Enterprise Data Management & Administration, Enterprise Application Integration, Q/A Testing and Mobile Wireless /Web Application Development.

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 intuitive 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 interchangeably. However, there should be a distinction 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
  • Issue Resolution Time - Median
  • Issue Resolution Time - Mean
  • % of Issues solved at first contact
  • % of Issues resolved within a certain timeframe
  • Mean follow up satisfactory survey
  • These measures look over a period of time (Monthly or quarterly) base-lined against specific goals, either in absolute terms or improvements Vs a prior period
    Dashboards - Indicators
  • Number of inbound calls in Queue
  • Number of calls in escalation
  • Current hold time for inbound calls
  • Current hold time for inbound for escalation
  • Current CSR's online
  • Average Call Resolution Time
  • Predicted Hold Time in two hours
  • All the measures except Average call resolution Time would be shown at the exact instant the dashboard is viewed for refreshed.

    Based on the simple example certain distinctions can be discerned:
  • Scorecard can access the quality of execution whereas dashboards provide tactical guidance.
  • Scorecards inherently measure against goals dashboards need not.
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 concentrate 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 troublesome 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.