Founded in 1990, this beverage retailer is best known for its fruit smoothies. The company sells healthy foods and beverages at more than 700 stores in the U.S. and limited international locations.
Executives and IT managers of this beverage retailer sought a Business Intelligence (BI) solution that would provide store managers with key performance indicator (KPI) metrics on a timely, accurate, and easily accessible yet secure basis. The goal: equip store managers the ability to act daily on KPI data from the day before in order to achieve high customer satisfaction, store profitability and employee productivity.
The company's then current BI solution failed to reliably provide executives and store managers with actionable data to manage their business.
Store managers dedicated considerable amounts of time to manually prepare performance reports for review by upper management. Corporate would review and aggregate these reports, then inform store managers of performance results and issues.
Developing and evaluating reports from hundreds of stores was a challenge.
- Data was inconsistent, coming from multiple sources. There was “no single version of the truth.”
- Reports were forwarded by email, making it difficult to control distribution and secure access to sensitive information.
- Changes to one source’s data were not necessarily reflected in other sources, leading to discrepancies in figures between stores and corporate.
- Data was not reliably available when needed in time to be actionable.
Senturus’ first step was to evaluate the client’s current BI solution in order to understand current requirements and identify issues and priorities. Importantly, Senturus also gained a high-level, strategic perspective of the client’s BI needs over the next one to three years – a picture of how company change and growth would impact the client’s future BI requirements– and determined how to address those future needs with current development efforts.
Senturus leveraged the client’s existing investment in Microsoft Office Sharepoint Servicer infrastructure and focused on designing dashboards, scorecards, analytical tools and reports that provide store managers with KPI metrics at the individual store level.
Store managers are now able to view the health of their stores at a glance. This represents a significant change in the dynamics and direction of performance assessments. Previously, store managers reported KPI data to upper management, and waited for an assessment. Now, store managers can assess how their store is performing at any given time and are responsible for telling upper management how they’re doing, and what actions they’ll take.
Previously, a very limited number of BI users could view and use KPI data. Now, thousands of users can view the KPI metrics for their own stores.
Two measures of labor hours—actual hours vs. earned hours based on sales — provides an example of how managers at the store and corporate level use KPI data to evaluate employee performance and staffing. Actual hours are a true measure of “real life” employee labor at a store. “Earned hours based on sales” is a measurement of the target amount of labor that should be required to achieve a given amount of sales. When actual hours differ from earned hours, this can be an important indication of potential issues related to productivity, staffing, training and customer satisfaction. For example, is it always a good sign when earned hours exceed actual hours? Not necessarily. It’s up to managers to determine if this is a case of exceptional productivity or understaffing and long customer lines that might result in low customer satisfaction.
The client’s BI solution enables managers to more effectively and easily operate their business based on the factors most important to their success.
Dashboards, scorecards, analytical tools and reports provide managers with actionable key performance indicator metrics.