Business Development Metrics

The Six Sigma process is based on the application of rigorous rules and the measurement and monitoring of carefully identified data. One of the most relevant Six Sigma methods for business intelligence may be simply designated as the DMAIC process. The name is derived from the steps of the process.
The DMAIC Process

1.    Define the goals. These should be based on the factors that have been identified as critical to quality (CTQ) for the customer. They must be specific and measurable.
2.    Measure the identified factors, i.e., collect the data. For example, performance may be one of the critical to quality factors for customer satisfaction.

We might define a measurement for performance as response time (i.e., the time from the point where a request for information – e.g., a query – is made to the time the information is returned to the requestor). By describing expectations in specifics, the performance goal becomes tangible and measurable. Next, we will need to monitor and measure the CTQ factors to determine whether the defined customer needs are being met.

In order to determine what is causing any fluctuation in these CTQ measurements, we need another set of measurements. This second set of measurements is defined and collected using an audit of business intelligence assets at a detailed level for all components. The TBIA Business Intelligence Capability Maturity Model, which is a blueprint for the business intelligence audit, may be used to perform the detailed audit of the business intelligence asset base.
3.    Analyze.  Determine what the CTQ measurements tell us about how the customer needs are being met.

• What do those CTQ measurements tell us about the response times?
• How well are we performing and are the customer quality needs being met?

Then, we have to identify all the factors within the business intelligence asset base that can and have impacted those response time numbers. Thus, we review the results from the business intelligence audit and correlate each to the critical to quality (CTQ) needs of the customer.

• What has been identified during the business intelligence audit that is relevant to and/or impacts the customer CTQ needs?
• What exactly are the reasons for performance that is anything less than our Six Sigma goals?

That might translate, for example, into any number of items, from some infrastructure malfunction to the wrong analytical software. The audit will help identify specific “pain points” and impacting factors.

Then, we need to plan for improvement. What can we do to make things better? What should we do? Identify the actions required for improvement based on the business intelligence audit. Prioritize the improvement action plan based on the impact and relevancy of each identified issue to the critical to quality factors for the customer. We can rate the customer CTQ factors. Then we can build a prioritized plan to improve business intelligence based on resolving the underlying issues in order of their importance to the customer.
4.    Improve. The improvement process includes taking all the actions necessary to make the business intelligence product meet the quality expectations necessary to the customer.
5.    Control. We need to make sure that the business intelligence continues to meet the highest quality standards. Performance levels could decline again unless there is a program for regular monitoring of quality goals. There should be a standard action response program in place for response and correction of any further problems.

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