Using Customer Scorecard

This chapter provides overviews of Customer Scorecard, scorecard summary, and delivered key performance indicators (KPIs), lists prerequisites, and discusses how to set up and use Customer Scorecard.

Understanding Customer Scorecard

Today, businesses measure their success based on several KPIs. A scorecard is an enterprise tool for the evaluation and communication of strategic objectives and these KPIs. The Customer Scorecard can be a component of a larger company-wide scorecard that facilitates the measurement and communication of customer satisfaction and profitability objectives across the enterprise. Following the basic tenets of Balanced Scorecard theory, use KPIs within the Customer Scorecard to:

• Evaluate how well marketing, sales, and customer support employees carry out the internal initiatives that are necessary to serve your customers.

• Assess how those initiatives are associated with your financial and strategic goals.

• Link marketing, customer support, and sales KPIs to corporate-wide objectives using a Scorecard approach.

• Quickly compare current company practices with internal historical measures and external benchmarks.

• Measure and align marketing, sales, and support staff initiatives within a business framework.

• Enable easy access to information by distributing reporting results over the internet.

Used in this manner as a communications tool, Customer Scorecard supports the shift of the marketing, sales, and support staff from administrative entities to developers of key strategic relationships with customers.

This section discusses:

• Integrations

• Scorecards and strategy components

• Key performance indicators

• Batch processes

Integrations

Customer Scorecard is part of the Customer Lifecycle Marketing business process.

Customer Scorecard works in conjunction with Enterprise Scorecard to provide a current representation of how the company is meeting its customer-centric objectives. Data flows through Enterprise Scorecard based on a defined frequency. Transactional data is provided to PeopleSoft EPM, where it is transformed using the Scorecard analysis tools. The system displays analysis results to users who can use this information to analyze trends or take actions as necessary. You access the analysis results by using the company intranet or business home page.

The following diagram illustrates the data flow from Customer Scorecard through the PeopleSoft Customer Relationship Management Data Mart, with final results accessed through the reporting solution:

Data flow from KPI detail to the PeopleSoft Customer Relationship Management Data Mart

Scorecards and Strategy Components

The Customer Scorecard is a view of your company's customer satisfaction, marketing and sales objectives, and performance. The scorecard's foundation is a strategy tree that comprises hierarchical nodes of strategy components.

Strategy components are the elements that make up your strategy, and are the nodes on your strategy tree or tables. Vision, strategic thrusts, and critical success factors are all strategy components, and represent your organization's goals. KPIs, which measure how well an organization is achieving those goals, are attached to scorecard strategy components, which are typically critical success factors.

The predefined data components that make up the Customer Scorecard are delivered separately from the Scorecard application. These components are delivered at the time of installation. After the database is installed at your site, setting up and accessing the Customer Scorecard involves setting up and populating PeopleSoft EPM warehouse tables, updating several components of the scorecard, and populating the final reporting tables.

Note. Before you attempt to set up the Customer Scorecard, you should have installed the appropriate components using the installation documentation and moved the appropriate data components to your system database.

The predefined data components, as delivered, are set up to run with a specific business unit, setID, model ID, scenario ID, and so on. All of the appropriate security and object IDs are delivered as sample data. If you install the Customer Scorecard to a demo database, you can acquaint yourself with the functionality in a demo environment. Using the delivered scorecard is optional, and you can modify it to suit your implementation. You can use the KPI Data Migration Utility to customize content for the delivered scorecards.

The following table lists the field values used by this scorecard:

KPIs

KPIs define the data value or calculation that is evaluated to determine how well your organization is meeting its critical success factors.

Customer Scorecard delivers a set of preconfigured KPIs that provide executive and middle management with the tools to analyze marketing, sales, and customer support activities, and compare them with business objectives. These KPIs have been developed in conjunction with leading consultants, and are linked to a set of critical success factors to answer questions such as:

• What was the success of the campaign in generating leads?

• Is the campaign within budget?

• What is the customer satisfaction level with service received?

• What products are generating a lot of cases?

• How long does the sale process take?

• What products and channels are customers using?

The following diagram is an example of critical success factors for a customer scorecard:

Critical success factors within a customer scorecard

Using the predefined KPIs as a baseline, the marketing, sales, and customer support staff, as well as company management, can view company performance for these critical success factors by perspective type. Easy and timely access to this information allows management to track progress toward company goals and to take immediate action when necessary.

Batch Processes

You must run the following jobstreams to populate key tables:

• KP_ANALYZE

  This jobstream populates KP_KPI_CALC_F00 and KP_KPI_ASMT_F00. Run this jobstream to validate the KPI calculation rules, verify end values, and test the KPI assessment rules.

• BC_ANALYZE

  This jobstream populates KP_KPI_CALC_F00, KP_KPI_ASMT_F00, and BC_ASSESS_F00. Run this jobstream to generate the final scorecard assessments after you validate your setup (by running KP_ANALYZE). If you set up this job to run regularly, the KPI process can aggregate data month-to-month and year-to-date. You must run this process after you populate or update the warehouse tables (such as during the Extract, Transform, and Load process) to view current results for your customer scorecard.

See Also

Processing KPIs and Scorecards

Customer Scorecard Summary

The following table contains summary information for the KPIs that make up the Customer Scorecard. In addition to the KPI description and related critical success factor, this summary table includes the dimension or object type, perspective type, and KPI calculation definition.

Note. The following is not a complete list of all the KPIs delivered with the Customer Scorecard, but only of the KPIs related to critical success factors. Fifty-six predefined KPIs are delivered with the Customer Scorecard; some KPIs measure Customer Relationship Management activities, while others measure operations that drive the CRM activities.

Delivered KPIs

Details about the delivered KPIs are provided in the CRMKPIS.PDF file that is located on the PeopleBooks CD. This file provides information on each of the delivered predefined KPIs by means of summary and detail tables. Use these tables to better understand Customer Scorecard calculations. You can also use the information in these tables as a basis for altering the scorecard to update KPIs and target rules.

Prerequisites

Load the predefined data components that are required for Customer Scorecard by running a DMS script when you install the application. For detailed installation information, access My Oracle Support and view the PeopleSoft EPM 9.1 Installation Guide.

Setting Up and Using Customer Scorecard

To use Customer Scorecard:

1. Set up PeopleSoft EPM components, including but not limited to:

   • Business rules.

   • General options.

   • Calendars.

   • Security.

   • Performance and general ledger business units.

   • Trees.

   • Ledgers, templates, and the ledger mapper.

   • Models and scenarios.

   • Filters and constraints.

   • Datamaps and tablemaps.

2. Run the ETL (Extract, Transform, and Load) process.

   This process populates the PeopleSoft EPM warehouse tables with the data that is related to the PeopleSoft Customer Relationship Management application, general financial information, purchase order information, and the Customer Scorecard.

3. Load data for manual KPIs, and enter KPI values manually, where needed.

4. Set up Scorecard, including but not limited to:

   • Adding KPI dimension members.

   • Adding KPI data elements.

   • Adding KPI calculations and calculation rules.

   • Adding KPI target rules.

   • Updating the scorecard owner.

   • Updating Enterprise Performance Management row-level security tables.

5. Run the KP_ANALYZE and BC_ANALYZE processes to populate key tables.

6. View scorecards.

See Also

Setting Up the Operational Warehouse - Enriched for EPM Analytical Applications