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© 2012 BlueCross BlueShield of Tennessee. BlueCross BlueShield of Tennessee, Inc., an Independent Licensee of the BlueCross BlueShield Association. Evolution.

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Presentation on theme: "© 2012 BlueCross BlueShield of Tennessee. BlueCross BlueShield of Tennessee, Inc., an Independent Licensee of the BlueCross BlueShield Association. Evolution."— Presentation transcript:

1 © 2012 BlueCross BlueShield of Tennessee. BlueCross BlueShield of Tennessee, Inc., an Independent Licensee of the BlueCross BlueShield Association. Evolution of a Business Intelligence Organization Gary Brock Team Lead, Business Intelligence / Performance Management

2 Introduction Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► BlueCross BlueShield of Tennessee (BCBST) is Tennessee’s largest provider of health coverage, insurance products, and services. Representing more than 3.1 million member-clients, BCBST pays more than $9.7 billion in health care benefits annually while employing more than 5,300 people. ► Frank Brooks is the Director, Data Management and Information Delivery and the Chief Data Architect. ► His responsibilities include oversight of the Data Integration and Governance, Operational Analytics, Business Intelligence / Performance Management, Information Management Health Informatics, and Information Management Business Informatics departments. ► He is also heavily involved in developing strategy for Information Management subjects across BCBST. Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 2

3 Introduction Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Brian Green is the Manager of the Business Intelligence / Performance Management (BI/PM) department. ► His responsibilities include management and oversight of BI Reporting, Information Delivery, Analytics, Performance Management, Financial Intelligence, and Environmental Support & Governance. ► BI/PM is a Development and Support organization for internal and external customers. ► Staff includes 30 FTE’s – Systems Analysts, IM Analysts, Technical Analysts, Developers, and BI Specialists. Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 3

4 Introduction Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► I retired from the US Air Force, where I served in numerous roles, completing my Air Force career as a department manager of software development and Business Intelligence. ► After retiring from the USAF, I served as a BI professional within the manufacturing industry. ► I am currently a Team Lead and Systems Analyst in BI/PM and have been with BCBST for over 6 years. ► Responsibilities include management and oversight of Reporting, Information Delivery, and Environmental Support & Governance functions. ► Additional responsibilities include resource management; production support for COGNOS, Microsoft, and SAS environments; with shared responsibility for organizational strategy and process improvement. Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 4

5 Overview Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Whether by accident, force, or a conscious decision, every organization evolves. ► Over the years, we have attempted to make solid decisions to evolve with the goal of serving the needs of business. ► We have aligned ourselves with corporate and division strategy. ► We provide support to every aspect of the enterprise with: ► Reports. ► Analytics. ► Scorecards. ► Financial Management. ► Applications. Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 5

6 Beginnings ► In 1986, a Data Resource Management Charter drove the creation of a DRM function. DBAs / Data Analysts - Logical database design - Physical database design - Performance tuning - Data Management Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 6

7 ► In 1994, a white paper drove the design of this simple Data Warehouse Architecture. SOURCE DATA DATA MARTS BI TOOLS ENTERPRISE DATA WAREHOUSE ETL Operational Environment Informational Environment ETL Beginnings Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 7

8 Evolution ► In 1996: ► Data Warehouse Architecture Drove the Organization of Staff. ► Enterprise Data Warehouse was established. ► COGNOS was incorporated into the tool set. ► The Data Resource Management function was organized into a department of three teams to support the data integration, database administration, and business intelligence functions. Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 8

9 DATA INTEGRATION DATABASE ADMINISTRATION BUSINESS INTELLIGENCE DRM  ETL Processes  EDW / Data Marts  DW Support  Logical Database Design  Physical Database Design  Performance Tuning  Administration  BI Application Development  IM Architecture  BI Training and Support BUSINESS AREAS data knowledge tool knowledge data access knowledge Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 9

10 Evolution ► Growth of Data Resource Management area: ► 1986 – Team of 5. ► 1996 – 3 teams. ► 2006 – 3 departments. ► 2008 – 5 departments. ► 2010 – Became Data Management / Information Delivery to focus on current responsibilities. ► 2012 – BI Users: ► Internal ~2,300. ► External ~3,400. Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 10

11 Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 11 Data IntegrationBusiness Intelligence / Performance Mgt Brian Green IM Business Informatics Frank Brooks Director Data Management and Information Delivery Exec. Admin Assistant Operational Analytics IM Health Informatics Clerical Assistant ► 2012 – 160 Staff.

12 Evolution of BI Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Since 1996 we have experienced steady growth in our ability to deliver Business Intelligence to the Enterprise. ► In 2010, we realized that we had hit a plateau in our growth. ► We knew that we needed to make changes to continue supporting the needs of the enterprise. ► We also realized that we were doing the same things we had been doing for several years. EDW Cognos 1996 Standard Reporting and Web tools 2000 External Client Analytics App 2004 CPM – Budget, Planning 2006 ? 2010 “Insanity: doing the same thing over and over again and expecting different results.” Albert Einstein Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 12

13 Plateau Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Because we felt that we had reached a plateau, we wanted to take proactive steps to bolster our growth. ► The leadership of BI/PM began evaluating: ► How our staff was organized. ► What tools we had available. ► External resources (Gartner’s BI Maturity Model, Industry Best Practices, etc.). ► Our alignment to business and corporate strategy. ► The growing needs of our customers. ► We decided that we needed to make organized, decisive changes. Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 13

14 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization CognosMicrosoftIM Architecture Cognos Cube BuildsVB.NET / ASP.NETIM Infrastructure Cognos Dashboards/ScorecardsMS BI - SSRS/SSIS/SSASIM Tech Support CEP Development & SupportSQL ServerSAS Tech Support Cognos FrameworksMicrosoft Administrative SupportIM Proof-of-Concept R&D Cognos Reporting~.NET / SSRS TrainingData Integration Support Cognos Administrative Support~BI/PM Mailbox Support ~Security~SSRS Security for IR ~BI/PM Mailboxes supportCognos License Tracking App ~Cognos Support & TrainingSupport ~Cognos Licenses TrackingBI/PM Status Application Support ~Cognos Invoices TrackingBI/PM Website Support ARC Client Training Support ► Our organization was aligned with technology, three teams focused on: ► COGNOS development. ► Microsoft.NET and BI technology development. ► System Architecture Support. Plateau Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 14

15 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► We researched: ► Insurance Industry best practices. ► IT best practices and standards. ► Other BI organizations. ► Gartner’s BI Maturity Model. ► We evaluated our staff’s: ► Skills and knowledge. ► Current assignments. ► Future personal goals. Evaluation Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 15

16 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► We discovered that we: ► Were organized by platform rather than business need. ► Were not optimized for new strategic development. ► Had limited personal development opportunities for staff. ► Were not measured by BI Maturity. ► Lacked strategic planning. Evaluation “Life is tough. Life is tougher if you are stupid.” John Wayne Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 16

17 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► We wanted our future organization to: ► Provide visibility and resources to multiple high-priority initiatives. ► Align by business function and BI core competencies, not by technical platform. ► Monitor and measure BI Return On Investment. ► Create and follow a documented strategy. ► Provide leadership opportunities to staff. Evaluation Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 17

18 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► We wanted to take control of our future. Evaluation “I can't change the direction of the wind, but I can adjust my sails to always reach my destination.” Jimmy Dean Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 18

19 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► We began our assessments and planning in April ► Our efforts were collaborative. ► We incorporated research and BI best practices. ► We set the expectation that we would move from a technology centric focus to a competency centric focus. ► We then began the reorganization ensuring: ► Skill sets were appropriately aligned to responsibility. ► Each team member had primary and secondary responsibilities. Implementation Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 19

20 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization New Organizational Model Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 20

21 Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Develop performance management standards and best practices toward monitoring and managing performance of corporate processes and services. ► Develop a common and reusable performance management architecture. ► Focus on the right information, right time, and right format toward delivery of performance management tools. Performance Management Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 21

22 Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Develop expertise and best practices for the use of tools available at BCBST that are analytical in nature, to support production MOLAP (multi-dimensional on-line analytical processing) cubes, and to support SAS end users. ► Enable corporate staff to enhance their contribution to the success of the corporation. Analytics Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 22

23 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Provide financial analytic solutions that assist our users in making better financial decisions. ► Partner with our users, making good use of the IT resources available, and provide excellent support of all solutions. Financial Intelligence Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 23

24 Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Deliver world class reporting solutions to the enterprise and constituents. ► Develop best practices in reporting. ► Develop strategic objectives. ► Maintain a team of well-trained talent and manage the talent to meet enterprise objectives. Reporting Implementation Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 24

25 Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Ensure that BI data is consistently retrieved and presented. ► Provide access to data in a secure and timely fashion through reusable services. ► Ensure consistency of presentation layer for all BI domains. ► Develop standards and best practices for information delivery. Information Delivery Optimization Implementation Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 25

26 Environmental Support & Governance Manager Team Lead Performance Management Analytics Financial Intelligence Reporting Information Delivery Optimization Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Facilitate process optimization, documentation, monitoring, and control within BI/PM. ► Establish standards based on internal and industry wide best practices. ► Monitor performance to achieve quality standards and promote business value. Environmental Support & Governance Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 26

27 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► More aligned with corporate strategies. ► More aligned with BI competencies. ► Following a departmental strategy. ► Increased rigor around projects. ► Increased ability to prioritize work. ► Increased communications across department. ► Higher standards being implemented. Results Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 27

28 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Weekly leadership meetings to communicate: ► Corporate initiatives that may impact in-flight projects. ► High risk project status and issues. ► New projects in work. ► Departmental goals – progress and next steps. ► Departmental budget status. ► Staff issues/needs. ► Departmental strategic planning. Results Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 28

29 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Weekly Change Advisory Board meeting to discuss: ► Open incidents/interactions. ► Review completed production/environment changes. ► Review scheduled production/environment changes. ► Coordinate changes to minimize impact to other initiatives. ► Review infrastructure issues for key projects and applications. ► Review process Changes. Results Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 29

30 Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Increased interdepartmental communication and coordination. ► Established policies to support auditing requirements. ► Work is aligned with skills. ► Opportunities for career progression. ► Increased responsibilities for all staff. Results Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 30

31 Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization ► Business Intelligence functions began before we knew what Business Intelligence was. ► Our organization has grown our ability to service our customers. ► When we felt we had stagnated, we conducted a self examination. ► We looked at our current condition and compared ourselves to other similar organizations as well as industry standards. ► We set a course for change and implemented those changes. ► We have experienced very positive results – but we have also identified additional gaps that we can now concentrate on. Summary Implementation Questions 31

32 Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence Organization One of our goals was to better understand our customers’ requests and deliver solutions with higher quality. Summary Implementation We wanted to get away from the mentality that “we know what they want and need”. Questions 32

33 Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Business Intelligence / Performance Management Evolution of a Business Intelligence OrganizationSummary Implementation ► Our biggest lessons? ► Listen and understand! ► Do better planning! “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” Abraham Lincoln Questions 33

34 Questions ? Business Intelligence / Performance Management Evolution of a Business Intelligence Organization Plateau Evaluation Results Summary Introduction Overview Beginnings Evolution Implementation Questions 34


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