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6 September 2016Using Mobile Analytics to Drive Organisational Culture

Dr. Eugene WesselsGeneral Manager: Data Analytics

Meet the King

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Working for the King

first happy leave days... Now unlimited leave days!!!

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Times have changedand so should the way in which you measure business performance

Simply put, your business will not perform to its potential if you dont have near real-time mobile analytics measuring business performance at a very granular level

Measure it and benchmark it

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Principle 1: Perception to Reality

move from perception to scientific approach

1891 = 10,8 sec2009 = 9,58 secenable through the right technologyGone are the days when a PDF report once a day is good enough. Even more so the days when you had to send five emails to get to an estimated answer

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Principle 2: Squeeze Hard

enhance performance through continuous squeezing1885 = 1,97m1993 = 2,45m

1797 Legs-up, 1936 Scissors, 1936 Cut-off, 1936 Roll over, 1964 Straddle,

1970+ Double arm straight leg, 1973+ Double arm bend leg, 1975+ Fosbury flopGone are the days when retaining a stable business as usual environment will create business growth

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Principle 3: Corporate (collaboration is a bonus)

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no, trust is everting!timing iseverythinghave visibility ofthe bigger pictureacknowledgemutual objectivesa dynamic environmentwith many moving pieces optimise delivery through team alignment and collaborationGone are the days when the isolated success of your business performance is good enough

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The Big Picture

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Implementation Rollercoaster Ride

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Design: The WHAT?

Focus SeparationMeasureDifferentiation

measures vs non-measures

various measurement latencies

actual vs target

pattern / performance relevance to past occurrences

performance colouring / robots

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Design: The WHO?

ExecutivesEmployeesManagers

Magic is the ability to take a strategic measure and position it at different decision-making layers in organisation.Very responsive and proactive14

Design: The HOW?

Simplify decision-making and address the disconnect by measuring the various process touchpoints and its relationship with other touchpoints all forming part of a complex organisational ecosystem

marketingpolicy soldclaimcancellationlead costchannellead channelturnaround timetime of monthprice & excesslead channelsale price & excessserviceinvestigation approachlead channelsale price & excessclaims serviceupsell & cross sellcollections

Align performance measurement and make it visible.Expensive lead but waiting 43min to be served.Sales is doing well, claims is doing well.Poor service in claims resulting in high cancellations.=> Point being that 1) measures do not function in isolation, b) putting visibility on all measures gives greater accountability for all.15

Design: The WHY? (name and shame)

Make performance visible and the kingdom will resolve!

oh dear

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Design: The WHY NOT? (acknowledge and glorify)

Make performance visible and the king will reward!

Cash CubeWheel of Fortune

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Design: The Flashy

Keep screens consistent except specific view, which can quickly adapt to the current business focus areasspot the actuary

Design: The SEXY

Mobile Analytics neednt be limited to your smart device do Gamification!

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Design: The Cool StuffMobile analytics is about opening your mind to crazy ideas

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Questions talk to me