2-8 week Customer Information Mastery Assessment provides a comprehensive Benchmark from a top-down (e.g. leadership, strategy, organizational, human factors) and bottom-up (e.g. information content, usage, integration) perspective.  This assessment includes a 5-year Information Mastery Plan, and detailed Investment ROI calculations.

Time: 2-8 weeks (on and offsite)

Input: Current documentation and Interviews of key information, and business people

Output: Comprehensive Report and presentation of findings containing

• 215 information best practices benchmarked
• Data content/usage/quality assessment
• 5-year information mastery roadmap
• Complete ROI information investment model

The report has the detail and technical rigor to satisfy the most demanding information professional while producing the visually elegant "traffic-light" diagrams with associated ROI for non-technical executives and management

The Customer

1. Prioritization of investment to where it will best pay back, rather than to ‘who shouts loudest’
2. Enabling ‘infrastructural’ investments to be more readily justified
3. Focusing strategic plans and ensuring that they are fully informed of the customer data capabilities available to support them (or not as the case may be).
4. Driving organizational change by ensuring leadership and practical working groups exist
5. Describing the implementation schedule, and flagging where initiatives have dependencies that should/ must be addressed in advance

215 best practices benchmarked based on the 7 Information Competencies

1. People: What are the right skills, knowledge, and attitude?
2. Process: How should processes evolve with degrees of mastery?
3. Culture: Where is your information culture and how do we best evolve it?
4. Leadership: What are the attributes of a true information visionary?
5. Organization: What is the optimal organizational structure of a master?
6. Technology: What is the optimal technology balance of a master?
7. Information: What is the optimum content, usage, and quality balance?

INPUT CATEGORIES

A. Tools and Skills (5 examples of 17 areas benchmarked against best practice)

• Analysis and Reporting

• On-line Analytical Processing

• Statistical tools

• Data Mining

• Modeling tools

B. Data Usage (5 examples of 90 (by 75 sub-dimensions) benchmarked against best practices)

• Detecting sudden changes

• Pattern Analyses

• Trend Analyses

• Fraud detection

• Customer Loss/Defection Analysis

C. Data Input Quality (5 examples of 18 (by 75 sub-dimensions) benchmarked against best practices)

• Existence

• Completeness

• Appropriateness

• Accuracy

• Grouping Accuracy

OUTPUT SCREENS (visually optimized as a communication tool)

Note: These are only partial screen shots of the output.

A. Data Usage by Tool Types, Skill Sets - Visual "Traffic light" view of strengthens and weaknesses (Usage v Tool Types and Skill Types)

B. Data Quality Weighting - Data Quality showing weighting by usage

C. Data Usage vs. Data Content - Traffic light view of Usage v Data Content

D. Data Maps - Data Map showing Data Quality scores and traffic light view

The Data maps are simple and eloquent visual representations of the strengths and weaknesses of the current information environment.  It uses the "traffic light" metaphor, i.e.  Red = Weak information, Yellow = Marginal information, Green = Informational strength

Business to Customer                            Business to Business

5-YEAR INFORMATION MASTERY ROADMAP

Complete with milestones, actionable targets with supporting detailed report

COMPLETE ROI INVESTMENT MODEL

ROI Scenarios

The ROI model provides a three-year projection of the impact of the chosen information investments on costs and returns. The model allows the client to dictate parameters for three scenarios - "Best Case", "Most Likely" and "Worst Case".

ROI Inputs

The input screens allow the client to enter - against each proposed Activity - the expected shift in CIP score, the timescales involved, the expected impact on each of five key areas (Customer Retention %, Customer Acquisition %, Average Revenue per Customer, Sales and Marketing costs, Operational costs) and other detail.

ROI Filters

The filters allow the client to see, against each proposed Activity, the estimated total change year-on-year on each of the five key areas (Customer Retention %age, Customer Acquisition %age, Average Revenue per Customer, Sales and Marketing costs, Operational costs) if the Activities are completed within the proposed timescales. The list can be filtered by one or more than one of 49 different criteria. Each filtered list in turn produces a Gantt Chart listing all selected Activities.

Project ROI and change in Customer Life-Time Value (ROI)

GANTT Chart

This GANTT chart shows the selected activities with associated timescales