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Performance-Driven Organizational Reconnaissance Diagnostics

Diagnostic tool to show methods to solve business problems using intelligence analysis and performance management.
by

Arik Johnson

on 22 April 2013

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Transcript of Performance-Driven Organizational Reconnaissance Diagnostics

Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Key Intelligence Topics & Questions Early Warning Indicators Intelligence Analytics Case Illustrations & Examples Is our customer service hindering our growth?
Does it meet or exceed industry best practices?
Why do our competitors customers like shopping them instead of us?
Why is our competitors process quicker than ours? Customer Service & Support Increased call volume
Customer complaints
Call time
Hold time
Increased overtime pay
Increased product returns
Low advert ROI Benchmarking
CRM
Customer Value
Data Mining
Mystery Shopper
Process Mapping
Service Quality
VOC Retail and Food/Restaurants industry does Mystery Shopper in their sleep. They often have extensive customer service centers.

May also consider Self Checkout case studies. Especially in the Supermarket industry…did a bit of work on this. Demand Creation & Market Segmentation 3C's
Ansoff's Matrix
Blue Ocean
Customer Segmentation
Disruption
Growth Vector RTD and K-cups Tablet industry What is the next innovation in our industry that will lead to differentiation?
When will Co. X launch product Y?
At what price?
Can we grow our Segment F business?
How sensitive is Segment J to % price change of X? Competitive divergence
Discounted pricing
High growth categories
Segment growth rates
Profit pool comparisons Market Penetration, Extension & Development ADL matix
FCRA
Growth Share matrix
Market Migration
Market Potential
Product Line
Profit Pools Dunkin international expansion.
SBUX U.S. growth collapse & Int'l growth spurt. Spent big on this area, AWDC did some work. Internally created a quant model with PESTL done by Chad to recommend entry sequence. Will get the case. Stagnant organic growth
Sales/product cannabilization
High brand acceptance/awareness What should we take into consideration when entering Brazil?
Should our products differ from region to region in China?
Which countries should we enter first?
Which EU country has the highest growth rate?
Where is our competition weakest? Marketing Communications & Differentiation Brand analysis
CATWOE
Differential Advantage
MarComms Audit
Reputation Indexing
USP/UVP
VRIO Dunkin' pays a lot of attention to this. Never did any ad intelligence for it though. # of impressions
Inquiries
Demand
Market share
Website functionality
Ad equivalency What is our competitors brand positioning?
Which segments prefer our/rivals' brands?
Are customers reacting favorably to our comms?
What channels are our rivals using effectively at our expense? Pricing & Discounting Benchmarking
Economic Value to the Customer
PIMS
Price-to-Win
Sensitivity
War Game
Win-Loss PfizerTofa CSW Competitive divergence
Low product/service differentiation
Crowded market
#/pace of new entrants How can we avoid price wars?
How can we avoid falling into the discounting trap?
What competitive advantage sets us apart?
How do customers perceive our relative customer value proposition? Reputation, Branding & Positioning Brand analysis
Competitive Profiling
Opinion Research
Reputation analysis
Social Media analysis
Stakeholder http://reputation-metrics.org/2011/06/01/fifa-bribery-case-media-reputation-analysis/ Media inquiries
Pressure group activity
Stakeholder favorability scores
Intangibles
Goodwill growth/decline What vulnerabilities do we have with our brand positioning?
Does our reputation add or detract market value?
How does our reputation compare to our rivals?
How does stakeholder group X perceive us? Sales & Distribution Demand Chain
Forecasting
Networks & Relationships
Sales Productivity analysis Dunkin new market entry markets were not as profitable as existing…product mix, dist costs. Beverage acceleration plan. Need a similar story. No case work here. Low or negative profit
Distribution costs
Consistent variances
Salesperson productivity
Average customer spend Is our sales growth outpacing competitors?
Why are we losing money when our sales/sq. ft. are higher than industry standards?
How does our competitor forecast for X product?
Can we smooth out demand fluctuations? Business Model Disruption Business Model analysis
Disruption analysis
ERRC
Flash Foresight
Strategic Groups
Technology Roadmapping Yellow pages Case Study?
Skype vs. RBOCs. Rapid loss/gain in share
Customer loyalty/retention
Sales levels
Industry share What impact does "Free information" have on our strategy?
Who are our new competitors?
How can they sell at those prices and still be profitable? Capacity & Demand Forecasting Demand-based Mgt. analysis
Capacity Expansion/Utilization/Throughput,
Math Sim Modeling
MES
SCM
6Σ Cabot China example?
Coca Cola example? Product/price fluctuations
Entry/exit of players
Stock outs
Inventory levels Why have supply shortages not resulted in price changes?
Why are demand fluctuations so severe?
What bottlenecks are slowing production? Cost & Unit Economics Comparative Cost analysis
Disaggregated IS analysis
Econometrics
Overhead
Value Chain
Working Capital Financial services example Category/department variances
Pricing pushback
RFP capture rate Why do we keep losing bids on fees?
Why do our new markets take so long to make a profit? Legal, Reputation & Compliance Compliance audit
Institutional
Legislation analysis
Public Issues
Regulatory assessment
Stakeholder
STEEP Financial Crisis example? Increased government involvement
Costs of regulation implementation
Issue results
SHer support/pressure Is our business vulnerable to future industry restructuring?
How do proposed rules impact profitability?
Will new rules help or hurt us? Mergers, Acquisitions & Alliances Acquisition & Divestment
BCG
Entity Relationship Diagramming
GE Business Screen
Real Options
Strategic Fit Dunkin example of current project. Low organic growth
Low category growth
Low differentiation
Low profit
High cash on sidelines Is Tyco the right company to buy?
What will be the impact to the industry?
What do the partnerships of X company, tell us about the strategic direction of the firm? Profitability, Cash Flow & Revenue Mix Balance Sheet Analysis
Cash Burn
Costs
Financial Stmt. & Ratios
SFP
Sust. Growth Rate
Value Stream Maps Could use Dunkin' example of needing to get IPO ready. Aurora helped with Peer Metric Reviews and earnings call reporting. Low margins - comparative & over time
Inconsistent performance or delivery of results Shrinking number days cash
Rising average days receivables Is our business model as efficient as competitor x?
Why? Why not?
Where is the value delivered within competitors x business model? Reporting, Metrics & Benchmarking Benchmarking
COxPE
Investment Community Survey
Opinion Mapping
Pro Formas
Share Momentum Chart Could use Dunkin' example of needing to get IPO ready. Aurora helped with Peer Metric Reviews and earnings call reporting. Rate of learning
$/employee training
Productivity rate trends
% process improvement Why are our analysts downgrading/upgrading us?
Can we forecast more effectively?
Who is "best in class?"
Are we minimizing perceived risks? Dividends? Communication & Knowledge Management Comms Channel Assessment
Content
Media Favorability
Network Mapping
Subject Matter Expertise Inventory Rockwell. Check KM magazine for BPs # of impressions
# of inquiries
Time to response
Complaints from customers/employees
# of favorable customer ratings How will company X's media strategy react to our new partnership with Y?
Can we identify our expert in X?
What knowledge gaps do we have?
Are comms. working well for our people? Corporate Culture & Ethics Cultural analysis
Ethics audit
Hofstede assessment
IFE
PARTS
McKinsey 7S
BOD network analysis Good - SW Air, WL Gore, Whole Foods Markets; Bad - Enron, Tyco, WorldCom Turnover rate
Ethics test results
Span of control
# of reported problems
Whistleblowing
Ethics rankings
Workplace health
Board overlaps Are we practicing CI ethically?
Do employees view us favorably?
Do potential employees want to work for us?
Do customers choose us due to our practices? Why are an increasing % of shareholders voting against our recs? Economy, Ecology, Politics, Society & Technology EFE matrices
Forecasting
Futures
Indications & Warnings
Polit/Ctry. Risk
Scenario
SPECTACLES/STEEP Shell Services International Economic indicators
Elections
Weather data/patterns/events
Social trends
Life cycle assessment
Rankings How will the government change the regulatory regime that we operate in?
Is our strategy aligned with the X trend?
Can we succeed in 5 years?
What technologies leave us most vulnerable? Intellectual Property Bibliometrics
Patent
Scientometrics
SPIRE
Tech. Opptys. Analysis
Work-around Green Mountain Kcup examples? # of patents filed
Patents/market
Value of patents/IP/Goodwill
Patents/year (trend & vs. rivals) What impact will the expiration of patent X have on our business?
Does company X have a patent or TM on Y product?
What is the value of our IP? Motivation, Compensation & Incentives Comparative Benchmarking
Diamond Grading
Employee Survey
PowerGram
Salary Surveys
Span of Control map Microsoft. Kimberly Clark. See www.shrm.org Turnover rate
Comp variance to peers
Employee sfn.
Avg. salary levels & trends
% of at-risk/variable pay What makes company X so highly desirable to work for?
What is the key to employees satisfaction?
What is their compensation/bonus structure?
Who is best at pay for performance? Staff Training & Development Benchmarking
Capabilities Portfolio
Competence Mapping
Gap analysis
Job analysis/Profiling
Mobility Pathing 1st Niagara. PWW did a study that was interesting for Dunkin…big project, actually not bad work. We revamped our processes based on some of the insights gleaned. Turnover
Defect rates
Promotion rate
Tenure rates
Employee satisfaction levels What is company X's method of training their employees/franchisees that makes them so successful?
What training will fill knowledge gaps?
Are we spending enough/too much on training?
What is our training ROI? Talent Attraction & Workforce Optimization Competitor Recruiting Profiling
FCRA
Influence Diagram
Myers Briggs
PRIMO-F
RECOIL
Recruitment Assessment Aurora did a Dunkin research project to help determine the proportion to field staff. Could use as an example. Variance to peers
Employment rate
Days to hire
# of applicants/hires
Offer acceptance rate
Employee recognition program satisfaction Is employee X a good fit for our culture?
What units need new talent?
Are we attracting the best talent?
Where can we shed overhead? Global Procurement & Supply Chain Contracts analysis
Demand Chain
Reverse Marketing
SCM
Supply Market Insights Navistar study Supplier turnover
Raw cost variances
# suppliers/input
Avg. yrs/contract
Avg. time to delivery When will company X launch their new distribution system that will enable them to lower prices?
Which parts of our SC add/detract value?
Are we using technology most effectively in the SC? Productivity & Manufacturing Baldrige Audit
Benchmarking
LEAN
Process Mapping

TPS O-I Overtime pay
Defect rates
System down time
Injury rate
Turnover
ABC costing variances What production process will competitor X use in their new plant?
Which of our process needs the most improvement? Product Quality & Assurance 6Σ
Fishboning
Ishikawa
Reverse Engineering
Root Cause
SQC/TQC Lincoln Electric. 3M. Returned items
Defect rate
Customer complaints
Waste
Re-work Which products are getting the the most complaints?
Which products have the highest return rates?
Are our products perceived better than rivals by customers? Product Engineering & Design Architectural Decomposition
Functional Systems Model
Process analysis
Requirements Cataloging
S-curve
TRIZ Dunkin R&D did several project where they utilized AWDC. Defect rates
Customer complaints
Perceived quality
Consumer ratings
Recalls
Lawsuits How will company X respond to our new product launch?
What is the key success factor in developing X product so quickly and reliably? Research & Development Benchmarking
Patent Mapping
Sci. & Tech. Profiling
Simulation
Techn. Roadmaps
Tech. Scouting
Trend analysis NRC/CISTI, 3M # of patents to peers
Innovation/technology response time
% of profitable patents How does competitor X develop new products?
Can we re-organize to get our ideas to market faster?
How can we improve our R&D productivity fastest? Security & Counterintelligence Hacker Teams
Psychology & Behavioral Tendencies assessment
Tendency analysis
Threat/Vulnerability analysis Dunkin' did counter intel. assessment Product rollout prediction
Marketing competition
Time to competitor's response
Magnitude of vulnerability
Incidents
Systems intrusions Why are our product roll-outs being thwarted?
How does our competitor know our every move?
How can we keep our most valued assets from walking out the door? Information Systems & Technology IT audit
Systems analysis
Technical analysis
Tech. Forecasts
Technology and Systems Landscape Could use Dunkin DMS case study. Dunkin Social App work? Systems costs
Usage rates
Technology adoption rate
Size of help center
# of calls
Systems spend Determine the competitive positioning of our new technology.
What is the key to developing successful social media apps for customer loyalty?
Are our employees working most productively?
Can customers interact easily with us?
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