Six Sigma
Way
Way
BI
Quality
Quality
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BI Capability
Maturity Model
Maturity Model
BI Comprehensive
Improvement Model
Improvement Model
Who are the customers for Business Intelligence?
In the Six Sigma approach to improving business intelligence, the customers play a pivotal role. The Voice of the Customer often gets lost in the drive to quickly produce Business Intelligence to meet 'squeaky wheel' goals. The focus of the improvement process is based on the needs of the customer. The success of Business Intelligence is defined in terms of how well the customer perceives the product. Therefore it is crucial that we identify and clearly describe the customer(s), locate that customer in their working environment, and build a picture of their requirements for the business intelligence product. We need to identify these customers and clarify their roles and responsibilities.
From the perspective of the Six Sigma process, there are four classes of customer who are crucial to the quality improvement process:
In the case of the organization's end users, it is easier to identify them and hear them directly regarding their BI requirements. These are the people and systems within the organization who create, use, or in some way, interface with business intelligence in doing their jobs.
In order to capture the voice of the customer of the organization, the easiest approach is usually to talk with those specialists in the organization who interface directly with those customers. The second approach is to talk directly to the customers, through such tools as, focus groups, and sampling.
The organization is not often treated as an entity with its own special requirements. An excellent way to capture the requirements of the organization, i.e. to hear the voice of the organization, is to translate the organization into a virtual entity. This may mean identifying a team of managers and business and IT specialists and giving the team the rights and responsibilities to speak for the Organization.
Those organization customers who are involved with e need to define and categorize any customers who have important special needs which will not be met by the general end user and organization customer CTQ factors.
Defining Business Intelligence Quality
Voice of the
Customer
Customer
Measuring
Quality
Quality
The Impacting
Factors
Factors
The Voice of the Customer
Define BI Quality - Listen to ALL the BI Customer