Renewals Reporting Project - Analysis PhaseScoping & Approach

June 2014

2

Current Challenges

• Highly labour intensive process for regional and central retention teams

• Suspect data reliability

• Regional variations in renewal terminology

• Over complicated renewal reporting rules across regions

3

Impacts

• The Impacts

Perceived lack of control over renewals

Senior Management unable to report renewals with any confidence

Hampered business decision making and renewal strategy

Regional teams spending more time on collating data and less time on

renewal marketing

Reporting delays

Risk of erroneous reporting

• Who is impacted

Circulation teams – central and regional

Senior Management Team

4

Approach

• Create small task force with central, regional and BI team representation

• Build prototype to provide short term solution

Analysis phase to agree requirements and high level design - @ 3-4 weeks

Followed by build, test and implementation of the solution - @ 3-4 weeks

• Learn from prototype to formulate strategic solution

5

Project Goals/Objectives

No Goal/Objective Success Measurement Metric

1 Deliver short term solution to support minimum renewal KPI

Accurate renewal data available

2 Improved report formatting and visualisation

Reporting “Dashboard” with KPI and drill down capability

3 Timeliness of reporting Report available COB UK time every Friday

6

Project Stakeholders

• Michael Brunt – Project Sponsor

• Anna Rawling – Project Sponsor

• Sharon Emecz – Circulation Marketing

• Toby Burton – Circulation Finance

• Howard Tunnicliffe – Circulation Finance

• QlikView Consultant

• Regional representation as needed

7

Project Scope

• In Scope

Renewal KPI definition and reporting

Snapshot reporting i.e. comparison between renewal rate – previous week versus current week

Time dimension driven renewal rate reporting

Standardisation of renewal terminology and renewal rate calculation

User interface high level design

QlikView prototype

• Out of Scope

Extended dimensions

Linking to campaign management

Forecasting processes and tools improvements

8

Next Steps

• Project Team

Series of one-to-one and group sessions to elicit, analyse and validate business requirements and prototype

Draft of business requirements document and prototype

Group sessions to review and sign-off prototype

• What we need from the stakeholders

Make yourselves available for consultation

Provide subject matter expertise

Focus on “what we need in the future” rather than “how we do it now”

Aim for a single global renewal reporting model