Business Intelligence Competency Centers A Team Approach to Maximizing Competitive Advantage

by Miller, Gloria J.; Brä; utigam, Dagmar; Gerlach, Stefanie V.

• ISBN13: 9780470044476
• ISBN10: 0470044470
• Edition: 1st
• Format: Hardcover
• Copyright: 2006-05-19
• Publisher: Wiley

Summary

--Marianne Kolding, Director, European ServicesIDC, United Kingdom

Author Biography

Gloria J. Miller, Vice President, Professional Services Division, SAS International, heads the international Professional Services Division at SAS, is the Executive Manager for the development of SAS Industry Intelligence Solutions, and is on the board of directors of SAS Global Services. Throughout her career of more than eighteen years in the information technology industry, Miller has received accolades for her skills in the management and delivery of IT systems and programs and in software development and support. She holds a master's degree in business administration from Bowie State University in Bowie, Maryland, and a bachelor of science degree from Augusta State University in Augusta, Georgia.

Dagmar Bräutigam, Professional Services Program Manager, SAS International, has led the development of the Business Intelligence Competency Center Program and the Information Evolution Assessment Service. Based in Heidelberg, Germany, she is responsible for creating, developing, and rolling out SAS's education and consulting programs and services for the SAS Europe, Middle East, Africa, and Asia/Pacific regions. Bräutigam studied translation sciences in Heidelberg, London, and Geneva, and holds a degree from Ruprecht-Karls-University of Heidelberg.

Dr. Stefanie V. Gerlach, Senior Program Consultant, SAS International, has extensive experience in developing training programs for project teams and business users. She developed the Business Intelligence Competency Center initiative for SAS and is responsible for the Business Intelligence Competency Center Services for the SAS Europe, Middle East, Africa, and Asia/Pacific regions. Gerlach has studied political science, history, and Protestant theology in Heidelberg and Paris, and holds a PhD in political science from Ruprecht-Karls-University of Heidelberg. Gerlach also codeveloped a manual that describes training methods and how to implement and manage computer training.
SAS Institute (Cary, NC) is the market leader in providing a new generation of business intelligence software and services. SAS solutions are used at more than 40,000 sites, including ninety-six of the top 100 companies on the Fortune Global 500®. SAS has customers in 110 countries.

Table of Contents

FOREWORD	xv
PREFACE	xix
ACKNOWLEDGMENTS	xxi
CHAPTER 1 Introduction	1	(14)
Overview	2	(1)
Business Intelligence as a Competitive Differentiator	3	(3)
Business Intelligence Competency Center	6	(7)
Summary	13	(2)
CHAPTER 2 Business Intelligence in the Organization	15	(20)
Overview	16	(1)
General Findings of the Survey	17	(10)
Business Intelligence Competency Centers	27	(7)
Summary	34	(1)
CHAPTER 3 Primary Functions of the Business Intelligence Competency Center	35	(12)
Overview	36	(1)
Functional Areas Inside the BICC	37	(3)
Detailed Checklist for the Functional Areas in the BICC	40	(3)
Related Functional Areas	43	(2)
Summary	45	(2)
CHAPTER 4 Planning a Business Intelligence Competency Center: Using the Information Evolution Model	47	(14)
Overview	48	(1)
Four Critical Dimensions of the Information Evolution Model	49	(3)
Five Levels of Maturity in the Information Evolution Model	52	(5)
Defining the BI Strategy	57	(2)
Summary	59	(2)
CHAPTER 5 Human Capital	61	(14)
Overview	62	(1)
Staffing the Business Intelligence Competency Center	62	(1)
Summary	63	(12)
CHAPTER 6 Knowledge Processes	75	(12)
Overview	76	(1)
Knowledge Processes in the Business Intelligence Competency Center's Functional Areas	77	(8)
Summary	85	(2)
CHAPTER 7 Culture	87	(32)
Overview	89	(1)
Organizational Setup and Funding	90	(3)
Performance Metrics	93	(7)
Knowledge Management	100	(4)
Change Management	104	(12)
Summary	116	(3)
CHAPTER 8 Infrastructure	119	(20)
Overview	120	(1)
Considerations from a BICC Perspective	121	(5)
Business Intelligence Infrastructure Selection Criteria	126	(7)
Road Map to Implementing a BI Infrastructure	133	(3)
Summary	136	(3)
CHAPTER 9 Setting Up and Ensuring Ongoing Support	139	(26)
Overview	140	(1)
Setup Process in Detail	141	(15)
Working with Software Vendors	156	(7)
Summary	163	(2)
CHAPTER 10 Cases from the Field	165	(8)
Insurance, South Africa: Mutual & Federal Defines Business Intelligence Strategy	166	(1)
Public Administration, Italy: CSI-Piemonte Manages Growth with a Business Intelligence Competency Center	167	(1)
Banking, Belgium: KBC Benefits from an SAS Business Intelligence Competency Center	168	(2)
Banking, South Africa: Competency Center Drives Return on BI Investments at Nedbank	170	(1)
Summary	171	(2)
CHAPTER 11 Ten Recommendations for a Highly Effective Business Intelligence Competency Center	173	(6)
Have a Vision for Business Intelligence	174	(1)
Create a Joint Venture Between Business and Information Technology	174	(1)
It's a Process, Not a Project	175	(1)
Maintain Clear Vision, Concrete Objectives	175	(1)
Integrate and Consolidate	175	(1)
Practice Effective Change Management	176	(1)
Carry Out Staff Induction, Training, Development	176	(1)
Deliver Ongoing Value	176	(1)
Ensure the Infrastructure's Depth and Breadth	177	(1)
Use a Multidimensional Approach	177	(2)
APPENDIX A List of Abbreviations	179	(2)
APPENDIX B Additional Roles	181	(6)
INDEX	187