PeopleSoft 8.8 Customer Scorecard PeopleBook

Transcription

1 PeopleSoft 8.8 Customer Scorecard PeopleBook December 2002

2 PeopleSoft 8.8 Customer Sc orecard PeopleBook SKU EPM88CSC-B 1202 PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development. Copyright PeopleSoft, Inc. All rights reserved. Printed in the United States. All material contained in this documentation is proprietary and confidential to PeopleSoft, Inc. ("PeopleSoft"), protected by copyright laws and subject to the nondisclosure provisions of the applicable PeopleSoft agreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including, but not limited to, electronic, graphic, mechanical, photocopying, recording, or otherwise without the prior written permission of PeopleSoft. This documentation is subject to change without notice, and PeopleSoft does not warrant that the material contained in this documentation is free of errors. Any errors found in this document should be reported to PeopleSoft in writing. The copyrighted software that accompanies this document is licensed for use only in strict accordance with the applicable license agreement which should be read carefully as it governs the terms of use of the software and this document, including the disclosure thereof. PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registered trademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise are trademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respective owners. The information contained herein is subject to change without notice. Open Source Disclosure This product includes software developed by the Apache Software Foundation ( Copyright (c) The Apache Software Foundation. All rights reserved. THIS SOFTWARE IS PROVIDED AS IS AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. PeopleSoft takes no responsibility for its use or distribution of any open source or shareware software or documentation and disclaims any and all liability or damages resulting from use of said software or documentation.

3 Contents General Preface About This PeopleBook......v PeopleSoft Application Prerequisites...v PeopleSoft Application Fundamentals...v Related Documentation......vi Obtaining Documentation Updates...vi Ordering Printed Documentation...vi Typographical Conventions and Visual Cues...vii Typographical Conventions...vii Visual Cues...viii Comments and Suggestions......ix Common Elements in These PeopleBooks......ix Preface PeopleSoft 8.8 Customer Scorecard PeopleBook......xi PeopleSoft Enterprise Warehouse......xi Other Related PeopleBooks......xi Chapter 1 Understanding PeopleSoft Customer Scorecard...1 Overview...1 Components of Customer Scorecard...1 How Customer Scorecard Works...3 Prerequisites...5 Chapter 2 Understanding the Predefined KPIs Scorecard Summary...9 Customer Scorecard Summary Sheet...9 Understanding the KPI Detail Terminology...13 Naming Conventions...16 PeopleSoft Proprietary and Confidential iii

4 Contents Viewing Technical KPI Detail Revenue Factor...17 Profitability by Customer...19 Profitability by Product...21 Profitability by Channel...22 Average Discount...24 Average Deal Value...26 Cost to Support by Customer...28 Cost to Support by Product...29 Market Share...31 Days Sales Outstanding...31 Pipeline Revenue...33 Average Customer Satisfaction...35 Customer Acquisition Rate...36 Repeat Customer Rate...38 Average Number of Products per Order...40 Average Time to Fulfill Orders...42 On Time Delivery...44 Total Number of Accepted Leads...46 Conversion Rate...48 Campaign ROI...49 Average Time to Close Case...51 Rolling Average Number of Cases...53 Employee Fill Ratio...55 Quota Attainment Rate...57 Sales Training Completed...58 Support Training Completed...60 Lost Business...62 Customer Value...64 Glossary of PeopleSoft Terms...67 Index...79 iv PeopleSoft Proprietary and Confidential

5 About This PeopleBook PeopleBooks provide you with the information that you need to implement and use PeopleSoft applications. This preface discusses: PeopleSoft application prerequisites. PeopleSoft application fundamentals. Related documentation. Typographical elements and visual cues. Comments and suggestions. Commonelements in PeopleBooks. Note. PeopleBooks document only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line. Elements that are common to all PeopleSoft applications are defined in this preface. PeopleSoft Application Prerequisites To benefit fully from the information that is covered in these books, you should have a basic understanding of how to use PeopleSoft applications. See Using PeopleSoft Applications. You might also want to complete at least one PeopleSoft introductory training course. You should be familiar with navigating the system and adding, updating, and deleting information by using PeopleSoft windows, menus, and pages. You should also be comfortable using the World Wide Web and the Microsoft Windows or Windows NT graphical user interface. These books do not review navigation and other basics. They present the information that you need to use the system and implement your PeopleSoft applications most effectively. PeopleSoft Application Fundamentals Each application PeopleBook provides implementation and processing information for your PeopleSoft database. However, additional, essential information describing the setup and design of your system appears in a companion volume of documentation called the application fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation. PeopleSoft Proprietary and Confidential v

6 General Preface The application fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across a product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire product line, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security. Related Documentation This section discusses how to: Obtain documentation updates. Order printed documentation. Obtaining Documentation Updates You can find updates and additional documentation for this release, as well as previous releases, on the PeopleSoft Customer Connection Website. Through the Documentation section of PeopleSoft Customer Connection, you can download files to add to your PeopleBook Library. You ll find a variety of useful and timely materials, including updates to the full PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to the upgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined. See Also PeopleSoft Customer Connection Website, Ordering Printed Documentation You can order printed, bound volumes of the complete PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for each major release shortly after the software is shipped. Customers and partners can order printed PeopleSoft documentation by using any of these methods: Web Telephone Web From the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoft Press Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venture between PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use a credit card, money order, cashier s check, or purchase order to place your order. vi PeopleSoft Proprietary and Confidential

7 General Preface Telephone Contact CPI at Send to CPI at See Also PeopleSoft Customer Connection Website, Typographical Conventions and Visual Cues This section discusses: Typographical conventions. Visual cues. Typographical Conventions The following table contains the typographical conventions that are used in PeopleBooks: Typographical Convention or Visual Cue Description Bold Indicates PeopleCode function names, method names, language constructs, and PeopleCode reserved words that must be included literally in the function call. Italics Indicates field values, emphasis, and PeopleSoft or other book-length publication titles. In PeopleCode syntax, italic items are placeholders for arguments that your program must supply. We also use italics when we refer to words as words or letters as letters, as in the following: Enter the number 0, not the letter O. KEY+KEY Indicates a key combination action. For example, a plus sign (+) between keys means that you must hold down the first key while you press the second key. For ALT+W, hold down the ALT key while you press W. Monospace font Indicates a PeopleCode program or other code example. (quotation marks) Indicate chapter titles in cross-references and words that are used differently from their intended meanings. PeopleSoft Proprietary and Confidential vii

8 General Preface Typographical Convention or Visual Cue Description... (ellipses) Indicate that the preceding item or series can be repeated any number of times in PeopleCode syntax. { } (curly braces) Indicate a choice between two options in PeopleCode syntax. Options are separated by a pipe ( ). [ ] (square brackets) Indicate optional items in PeopleCode syntax. & (ampersand) When placed before a parameter in PeopleCode syntax, an ampersand indicates that the parameter is an already instantiated object. Ampersands also precede all PeopleCode variables. (ISO) Information that applies to a specific country, to the U.S. federal government, or to the education and government market, is preceded by a three-letter code in parentheses. The code for the U.S. federal government is USF; the code for education and government is E&G, and the country codes from the International Standards Organization are used for specific countries. Here is an example: (GER) If you re administering German employees, German law requires you to indicate special nationality and citizenship information for German workers using nationality codes established by the German DEUEV Directive. Cross-references PeopleBooks provide cross-references either below the heading See Also or on a separate line preceded by the word See. Cross-references lead to other documentation that is pertinent to the immediately preceding documentation. Visual Cues PeopleBooks contain the following visual cues. Notes Notes indicate information that you should pay particular attention to as you work with the PeopleSoft system. Note. Example of a note. viii PeopleSoft Proprietary and Confidential

9 General Preface A note that is preceded by Important! is crucial and includes information that concerns what you must do for the system to function properly. Important! Example of an important note. Warnings Warnings indicate crucial configuration considerations. Pay close attention to warning messages. Warning! Example of a warning. Comments and Suggestions Your comments are important to us. We encourage you to tell us what you like, or what you would like to see changed about PeopleBooks and other PeopleSoft reference and training materials. Please send your suggestions to: PeopleSoft Product Documentation Manager PeopleSoft, Inc Hacienda Drive Pleasanton, CA Or send comments to doc@peoplesoft.com. While we cannot guarantee to answer every message, we will pay careful attention to your comments and suggestions. Common Elements in These PeopleBooks As of Date Business Unit Description Effective Date Once, Always, and Don t Run The last date for which a report or process includes data. An ID that represents a high-level organization of business information. You can use a business unit to define regional or departmental units within a larger organization. Enterupto30charactersoftext. The date on which a table row becomes effective; the date that an action begins. For example, to close out a ledger on June 30, the effective date for the ledger closing would be July 1. This date also determines when you can view and change the information. Pages or panels and batch processes that use the information use the current row. Select Once to run the request the next time the batch process runs. After the batch process runs, the process frequency is automatically set to Don t Run. Select Always to run the request every time the batch process runs. Select Don t Run to ignore the request when the batch process runs. PeopleSoft Proprietary and Confidential ix

10 General Preface Report Manager Process Monitor Run Request ID User ID SetID Short Description Click to access the Report List page, where you can view report content, check the status of a report, and see content detail messages (which show you a description of the report and the distribution list). Click to access the Process List page, where you can view the status of submitted process requests. Click to access the Process Scheduler request page, where you can specify the location where a process or job runs and the process output format. An ID that represents a set of selection criteria for a report or process. An ID that represents the person who generates a transaction. An ID that represents a set of control table information, or TableSets. TableSets enable you to share control table information and processing options among business units. The goal is to minimize redundant data and system maintenance tasks. When you assign a setid to a record group in a business unit, you indicate that all of the tables in the record group are shared between that business unit and any other business unit that also assigns that setid to that record group. For example, you can define a group of common job codes that are shared between several business units. Each business unit that shares the job codes is assigned the same setid for that record group. Enter up to 15 characters of text. See Also Using PeopleSoft Applications PeopleSoft Process Scheduler x PeopleSoft Proprietary and Confidential

11 PeopleSoft 8.8 Customer Scorecard PeopleBook Welcome to the PeopleSoft 8.8 Customer Scorecard PeopleBook. This PeopleBook describes how to set up and use PeopleSoft Customer Scorecard. This preface discusses: PeopleSoft Enterprise Warehouse PeopleBooks. Other related PeopleBooks. PeopleSoft Enterprise Warehouse Additional, essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft 8.8 Enterprise Warehouse PeopleBook. Note. One or more pages in PeopleSoft Customer Scorecard operate in deferred processing mode. Deferred processing is described in the preface in the PeopleSoft 8.8 Enterprise Warehouse PeopleBook. Other Related PeopleBooks Additional, essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft 8.8 Enterprise Scorecard PeopleBook. PeopleSoft Proprietary and Confidential xi

12 Preface xii PeopleSoft Proprietary and Confidential

13 CHAPTER 1 Understanding PeopleSoft Customer Scorecard This chapter discusses the PeopleSoft Customer Scorecard, covers its components, and discusses how to set up the Customer Scorecard. Overview What is a scorecard? Businesses today measure the success of their organization based on several key performance indicators. A scorecard is an enterprise tool for the evaluation and communication of strategic objectives and these key performance indicators. The PeopleSoft 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, KPIs within the Customer Scorecard are used to evaluate how well the marketing, sales and customer support employees are executing the internal initiatives necessary to serve their customers and how those initiatives tie to the financial and strategic goals of the organization. Used in this manner as a communications tool, Customer Scorecard supports the shift of the marketing, sales and support staff from administrative entities to developing key strategic relationships with customers. Some of the benefits of Customer Scorecard are: Linking of marketing, customer support and sales KPIs to corporate-wide objectives using a Enterprise Scorecard approach. Quick comparison of current company practices to internal historical measures and external benchmarks. Measurement and alignment of marketing, sales and support staff initiatives within a business framework. Distribution of reporting results through the Web, enabling easy access to information. See Also PeopleSoft 8.8 Enterprise Scorecard PeopleBook, Understanding PeopleSoft Enterprise Scorecard Components of Customer Scorecard The PeopleSoft Customer Scorecard comprises a set of predefined key performance indicators (KPIs) that provide executive and middle management with a snapshot of marketing, sales and customer support activities. These predefined KPIs have been developed in conjunction with leading sales, customer support, and management consultants. The KPIs are linked to a set of Critical Success Factors that cover all facets of customer-centric activities. PeopleSoft Proprietary and Confidential 1

14 Understanding PeopleSoft Customer Scorecard Chapter 1 Build Loyal Customer Relationships Enhance Profitability of Existing Customers Manage Customer Interactions Prepare Workforce Financial Perspective Increase Market Share Increase Customer Base Maximize Profit Increase Revenue Per Customer Decrease Cost Per Customer Maximize Efficiency Customer Perspective Extend Duration of Existing Customers Increase Customer Satisfaction Provide Superior Customer Service Internal Process Perspective Develop Effective Marketing Campaigns Deliver on Commitments to Customers Provide Quality Goods and Services Learn. & Growth Perspective Hire & Retain Best People Train & Empower Employees Critical Success Factors within Customer Scorecard 2 PeopleSoft Proprietary and Confidential

15 Chapter 1 Understanding PeopleSoft 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. How Customer Scorecard Works Customer Scorecard works in conjunction with PeopleSoft Enterprise Scorecard and can also work with the Marketing, Sales Activity, and Support Insight Analytics, a set of role-based web-enabled business intelligence templates. The Customer Scorecard uses the Enterprise Scorecard tools to provide an immediate and up-to-date picture of how the company is meeting its customer-centric objectives. The Insight Analytics can then provide details and analysis of how and why these trends are occurring. All of the trend analysis is accessed via the company intranet or business home page. PeopleSoft Proprietary and Confidential 3

16 Understanding PeopleSoft Customer Scorecard Chapter 1 Customer Business Home Page Reporting Solution Customer Scorecard CRM Data Mart CRM Warehouse Customer Scorecard flow Data flows through the Enterprise Scorecard application, based on a defined frequency. Transactional data is fed into the PeopleSoft Enterprise Warehouse where it is transformed using the Enterprise Scorecard analysis tools. Analysis results are then displayed as a snapshot to users who can use this information to analyze trends or take actions as necessary. With PeopleSoft Customer Scorecard, you can answer questions such as: What was the success of the campaign in generating leads? Isthecampaign within budget? What is the customer satisfaction level with service received? What products are generating a lot of cases? Howlong does the sale process take? 4 PeopleSoft Proprietary and Confidential

17 Chapter 1 Understanding PeopleSoft Customer Scorecard What products and channels are customers using? Key Performance Indicator Profitability Data Mart CRM Data Mart Reporting Solution Data flow from KPI detail to CRM Data Mart Prerequisites The predefined data components that comprise the Customer Scorecard are delivered separately from the Enterprise Scorecard application. These components are delivered at the time of installation. Once the database is installed at your site, setting up and accessing the Customer Scorecard involves setting up the Enterprise Warehouse, populating the Warehouse, updating several components of the Scorecard, and populating the final reporting tables. Follow the steps defined below to set up the Customer Scorecard for your company. PeopleSoft Proprietary and Confidential 5

18 Understanding PeopleSoft Customer Scorecard Chapter 1 Note. Before you set up the Customer Scorecard, we assume that you have installed the appropriate components using the installation documentation and have moved the appropriate data components to your system ( live ) database. However, keep in mind that the 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 (SetID, Model, Scenario, and so on) are delivered as sample data. If you install Customer Scorecard to a demo database, you can instantly acquaint yourself with the Customer Scorecard in a demo environment. 1. Set up Enterprise Warehouse components, including but not limited to: Business rules. General options. Calendars. Security. PF and GL business units. Updating trees. Ledgers, templates, and the Ledger Mapper. Models and Scenarios. Updating filters and constraints. 2. Run ETL process. Running the ETL process populates the Enterprise Warehouse with the data related to the CRM application, general financial information, purchase order information, and the Customer Scorecard. 3. Load data for manual KPIs. Enter KPI values manually, where needed. Note. You must enter KPI values manually, and then run the manual assessment engine. 4. Set up PeopleSoft Enterprise Scorecard, including but limited to: Adding KPI objects. Adding KPI target rules. Updating Scorecard owner. Updating Scorecard assessment group. Updating EPM row-level security tables. 5. Run the following specified jobstreams to populate key tables: KP_ANALYZE jobstream to populate 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 jobstream to populate KP_KPI_CALC_F00, KP_KPI_ASMT_F00, and BC_ASSESS_F00. Run this jobstream after you have validated your setup (by running KP_ANALYZE), to generate the final scorecard assessments. 6. View Scorecards using the PeopleSoft Business Interface. See PeopleSoft 8.8 Enterprise Warehouse PeopleBook, Setting Up Your Enterprise Warehouse. 6 PeopleSoft Proprietary and Confidential

19 Chapter 1 Understanding PeopleSoft Customer Scorecard See PeopleSoft 8.8 Enterprise Warehouse PeopleBook, Understanding Loading Data into the Enterprise Warehouse. See PeopleSoft 8.8 Enterprise Scorecard PeopleBook, Understanding PeopleSoft Enterprise Scorecard. PeopleSoft Proprietary and Confidential 7

20 Understanding PeopleSoft Customer Scorecard Chapter 1 8 PeopleSoft Proprietary and Confidential

21 CHAPTER 2 Understanding the Predefined KPIs In this chapter we cover: CustomerScorecard summary sheet. Understanding the KPI detail. Viewing the technical KPI detail. Scorecard Summary The summary and detail tables in this chapter provide information for each predefined KPI. You can use these tables to better understand the data in the Customer Scorecard calculations. They also serve as a basis for altering the scorecard to update the KPIs and target rules for your organization. Customer Scorecard Summary Sheet The following table contains the summary information for the 27 KPIs that comprise 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. A total of 56 predefined KPIs are delivered with the Customer Scorecard; some KPIs measure CRM (Customer Relationship Management) activities, while others measure operations that drive the CRM activities. Critical Success Factor KPI Name Dimension (Object Type) Perspective KPI Calculation Increase Revenue /Customer Revenue by Customer Customer Master List Financial Total Revenue grouped by Customer PeopleSoft Proprietary and Confidential 9

22 Understanding the Predefined KPIs Chapter 2 Critical Success Factor KPI Name Dimension (Object Type) Perspective KPI Calculation Maximize Profit Profitability by Customer Customer Master List Financial Total Revenue less Total Expense, by Customer. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager Maximize Profit Profitability by Product Product Financial Total Revenue less Total Expense by Product. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager Maximize Profit Profitability by Channel Channel Financial Total Revenue less Total Expense, by Channel. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager Maximize Profit Average Deal Value Customer Master List Financial Total deal volume divided by number of orders, by customer. Increase Revenue /Customer Average Discount Product Financial Total Discounts divided by total deal volume, by customer Decrease Cost /Customer Cost to Support by Customer Customer Master List Financial Activity Based Management Costs by Customer Decrease Cost /Customer Cost to Support by Product Product Financial Activity Based Management Costs by Product Increase Market Share Market Share Product Financial Manual KPI. Market Share by Product 10 PeopleSoft Proprietary and Confidential

23 Chapter 2 Understanding the Predefined KPIs Critical Success Factor KPI Name Dimension (Object Type) Perspective KPI Calculation Increase Effectiveness of Internal Processes Days Sales Outstanding Business Unit Financial Trade Accounts Receivable / (Revenue / # Days in a Period), by Business Unit Increase Customer Base Pipeline Revenue Territory Financial Absolute pipeline by territory Increase Customer Satisfaction Customer Satisfaction Business Unit Customer Average Survey Score by Business Unit. This is based on Support surveys. Increase Customer Base Customer Acquisition Rate Business Unit Customer (# New Customers Current - # New Customer Prior) / # New Customers Prior, by Business Unit Extend Duration of Existing Customers Repeat Customer Rate Business Unit Customer # Repeat Customers /Total#of Customers, by Business Unit Extend Duration of Existing Customers Customer Value Customer Master List Customer Composite of customer value scores. Increase Revenue /Customer Average Number of Products per Order Customer Master List Internal Process Total # of Products / Total # of Orders, by Customer Deliver on Commitments to Customer Average Time to Fulfill Orders Customer Master List Customer AVG (Schedule Arrival Time - Order Date), by Customer Deliver on Commitments to Customer On Time Delivery Business Unit Customer #OnTimeorEarly Orders / Total Orders, by Business Unit PeopleSoft Proprietary and Confidential 11

24 Understanding the Predefined KPIs Chapter 2 Critical Success Factor KPI Name Dimension (Object Type) Perspective KPI Calculation Increase Customer Base Lead Response Rate Campaign Internal Process # of Accepts / List Size by Campaign Develop Effective Marketing Campaigns Conversion Rate Campaign Internal Process # Opportunities Won / # of Leads, by Campaign Develop Effective Marketing Campaigns Average ROI Campaign Internal Process (Revenue - Marketing Costs) / Revenue, by Campaign Provide Superior Customer Service Average Time to Close Case Product InternalProcess AVG (Resolution Date - Creation Date), by Product Provide Superior Customer Service Rolling Average No. of Cases Support Organization Internal Process (# of Cases Current Period + # of Cases Prior Period + # of Cases 2 Periods Ago) / 3, by Support Organization Hire and Retain Best People Employee Fill Ratio Department Internal Process Manual KPI Hire and Retain Best People Sales Reps Achieving Quota Business Unit Learning & Growth Manual KPI Train and Empower Employees Sales Training Completed Business Unit Learning & Growth # of Sales Employees Completed Training / Total Sales Force, by Business Unit Train and Empower Employees Support Training Completed Support Organization Learning & Growth # of Support Employees Completed Training / Total Support Force, by Support Organization 12 PeopleSoft Proprietary and Confidential

25 Chapter 2 Understanding the Predefined KPIs Critical Success Factor KPI Name Dimension (Object Type) Perspective KPI Calculation Increase Effectiveness of Internal Processes Lost Business Sales Territory Financial Sum of estimated revenue over all closed-lost opportunities, by sales territory. Increase Effectiveness of Internal Processes Revenue by Channel Channel Financial Total revenue for the period, by channel. Understanding the KPI Detail The predefined KPIs are the basis of the Customer Scorecard. It is important to understand the definition detail so that you understand what is being calculated in your Scorecard results. The next two sections provide a definition of terms and the technical definition of data comprising each KPI. See Also PeopleSoft 8.8 Enterprise Scorecard PeopleBook, Understanding PeopleSoft Enterprise Scorecard Terminology The predefined KPIs are built using TableMaps, DataMaps, filters and constraints. These are the building blocks of the Enterprise Warehouse. In addition to these key components, the Customer Scorecard uses the Enterprise Scorecard tools to construct the analysis calculation and the rules and relationships pertaining to the individual KPIs. Term Definition KPI Definition Defines a KPI to the system. You specify how to calculate it, the KPI Objects, and their target rules. See PeopleSoft Enterprise Scorecard PeopleBook, Establishing and Maintaining KPIs for more information. What this KPI does Narrative description of this KPI. PeopleSoft Proprietary and Confidential 13

26 Understanding the Predefined KPIs Chapter 2 Term Definition Calculation Description The analysis calculations that comprise the KPIs, which illustrate the record and fields being accessed. The TableMaps and DataMaps access this information. The criteria necessary to access a specific field: This information is shown on the filter. The type of aggregation that is occurring: This information is shown on the data element panel. The fields that are being aggregated: This information is shown on the data element panel. Calculation Expression The entry in the Calculation Expression field on the Calculations Expression (KP_CALC_DEFN2) page. KPI Type One of these: Manual Calculated Composite Composite Pieces KPIs used if this is a composite KPI; this is blank or n/a for all but composite KPIs. Data Used in the KPI KPINameorKPIID.NotusedforcompositeKPIs, which are listed in Composite Pieces row. Calculation Definition Defines calculations on which a KPI is based. See PeopleSoft Enterprise Scorecard PeopleBook, Establishing and Maintaining KPIs for more information. KPI Calculation Rule Assigns Calculation IDs to a KPI. See PeopleSoft Enterprise Scorecard PeopleBook, Establishing and Maintaining KPIs for more information. TableMap Defines the physical relationships between tables and is the foundation for DataMaps. See PeopleSoft Enterprise Warehouse Administration and Tools PeopleBook for more information. DataMap Brings together information from the different tables specified in a TableMap and defines it as if it were one entity or table. See PeopleSoft Enterprise Warehouse Administration and Tools PeopleBook for more information. 14 PeopleSoft Proprietary and Confidential

27 Chapter 2 Understanding the Predefined KPIs Term Definition Filter Enables you to define what subset of data gets processed by or uses a specific business rule. For example, you might use a filter to specify or filter out only employees who have a review rating of 3 or higher. See PeopleSoft Enterprise Warehouse Administration and Tools PeopleBook for more information. Constraint Is based on DataMaps. Constraints allow you to define business rules for processing and also enable you to reuse and group filters. See PeopleSoft Enterprise Warehouse Administration and Tools PeopleBook for more information. Data Element Defines a subset of data and the rules by which to group it. Data elements are used as the basis for key performance indicators and as target values for Key Performance Indicator (KPI) objects. Model ID Enables you to define the type of data you want to analyze and how you want to analyze it. See Setting up Your Enterprise Warehouse PeopleBook for more information. Scenario Points to a Model ID and defines the business rules, economic assumptions, and chunking selection for processing. See Setting up Your Enterprise Warehouse PeopleBook for more information. KPI Objects Individual items for which a KPI is assessed. See PeopleSoft Enterprise Scorecard PeopleBook, Establishing and Maintaining KPIs for more information. KPI Target Rule Rules that determine how a KPI Object is assessed. See PeopleSoft Enterprise Scorecard PeopleBook, Establishing and Maintaining KPIs for more information. Object Type (Dimension) An attribute, such as time, product, and location, used to categorize or identify a particular piece of data. In the Enterprise Performance Management product line, you can view product, customer and channel dimensions. See PeopleSoft Enterprise Scorecard PeopleBook, Introducing PeopleSoft Enterprise Scorecard for more information. PeopleSoft Proprietary and Confidential 15

28 Understanding the Predefined KPIs Chapter 2 Term Definition Perspective Type A category for organizing CSFs and KPIs. Usually there are four: financial; customer; internal process; and learning and growth. See PeopleSoft Enterprise Scorecard PeopleBook, Introducing PeopleSoft Enterprise Scorecard for more information. KPI Cause/Effect (KPIs affected by this KPI) Which KPIs the current KPI impacts. Critical Success Factor (CSF) One or more key factors or objectives that must be accomplished for a particular strategic thrust. KPIs are attached to CSFs. Strategy KPIs Calculated values for assessing your critical success factors, strategic thrusts, and strategic initiatives. A KPI is associated with a strategy tree component or strategic initiative. See PeopleSoft Enterprise Scorecard PeopleBook, Defining Your Strategy and Creating Scorecards for more information. Naming Conventions The delivered Customer Scorecard uses the naming conventions illustrated in the following table. Use this information when setting up and updating your Customer Scorecard. Term Naming Convention Scorecard for Customer Scorecard CR_SCORECARD Scorecard Assessment Groups for CR_SC CR_SCORECARD 16 PeopleSoft Proprietary and Confidential

29 Chapter 2 Understanding the Predefined KPIs Term Naming Convention Strategy Tree CR_STRATEGY KPI Trees CR_AGENT_UTIL CR_AVG_DISCOUNT CR_AVG_PRODUCTS CR_CONVERSION_RATE CR_CUST_ACQ CR_CUST_DEFECTION CR_EMP_FILL CR_ONTIME_DELIVERY CR_PROD_FAIL CR_QUOTA_ATTAIN CR_REPEAT_CUST CR_ROI Viewing Technical KPI Detail The following tables contain the details of each predefined KPI. Use these detail tables to understand the calculations displayed in the Customer Scorecard and to update the Scorecard to better reflect your business. Revenue Factor This table details the Revenue Factor KPI. Definition Detail Value KPI Definition (KPI ID) CRMD_RVCST What this KPI does Calculates revenue by customer for the period. Calculation Description Revenue by customer. Calculation Expression CRMD_RVCST KPI Type Calculated? PeopleSoft Proprietary and Confidential 17

30 Understanding the Predefined KPIs Chapter 2 Definition Detail Value Composite Pieces Data Used in the KPI CRMK_RVCST CRMD_RVCST Calculation Definition (Calculation ID) CRMC_RVCST KPI Calculation Rule ID CRMK_RVCST Table Map PFLEDGER Tables Used: PF_LEDGER_F00, CUST_MSTR_D00, GL_ACCOUNT_TBL Data Map PFLEDGERCM Filter CRMF_REVENUE Constraint CRMCN_REVENUE_CUST Data Element CRMD_RVCST Model ID CR_SC Scenario CR_ACTUAL KPI Object CRMK_RVCST Customer Master List KPI Target Rule CRMK_RVCST Primary Target = 20, PeopleSoft Proprietary and Confidential

31 Chapter 2 Understanding the Predefined KPIs Definition Detail Value < 10,000 red < 20,000 - yellow >= 20,000 - green Object Type (Dimension) Customer Master List Perspective Type Financial KPI Cause/Effect (KPIs affected by this KPI) Profitability by Customer This table details related KPIs in separate columns. Definition Detail Direct Expenses by Customer Profitability by Customer KPI Definition (KPI ID) CRMK_EXCST CRMK_PRCST What this KPI does: Calculates total direct expenses for the period by customer. Calculates profitability (revenue less direct expenses) by customer. Calculation Description Sum of direct expenses, by customer Revenue less Direct Expenses, by Customer. Calculation Expression CRMD_EXCST CRMK_RVCST - CRMK_EXCST KPI Type Calculated Calculated Composite Pieces Data Used in the KPI CRMK_EXCST CRMK_RVCST CRMK_EXCST CRMD_EXCST CRMD_RVCST CRMD_EXCST Calculation Definition (Calculation ID) CRMC_EXCST CRMC_PRCST PeopleSoft Proprietary and Confidential 19

32 Understanding the Predefined KPIs Chapter 2 Definition Detail Direct Expenses by Customer Profitability by Customer KPI Calculation Rule ID CRMK_EXCST CRMK_PRCST Table Map PFLEDGERCM Data Map PFLEDGERCM Filter CRMF_DIRECT_EXP Constraint CRMCN_DIRECT_EXP Data Element CRMD_EXCST Model ID CR_SC CR_SC Scenario CR_ACTUAL CR_ACTUAL KPI Object CRMK_EXCST Customer Master List CRMK_PRCST Customer Master List KPI Target Rule CRMK_EXCST CRMK_PRCST Primary Target = 20,000 Primary Target = > red > yellow <= green < red < yellow >= green Object Type (Dimension) Customer Master List Customer Master List Perspective Type Financial Financial KPI Cause/Effect (KPIs affected by this KPI) 20 PeopleSoft Proprietary and Confidential

33 Chapter 2 Understanding the Predefined KPIs Profitability by Product This table details related KPIs in separate columns. Definition Detail Revenue by Product Total Expenses by Product Profitability by Product KPI Definition (KPI ID) CRMK_RVPRD CRMK_EXPRD CRMK_PRPRD What this KPI does: Calculates total revenue for the period by product. Calculates total direct expenses for the period by product. Calculates profitability (revenue less direct expenses) for the period by product. Calculation Description Customer Scorecard - Revenue by Product Direct Expenses by Product Customer Scorecard - Profitability by Product Calculation Expression CRMD_RVPRD CRMD_EXPRD CRMK_RVPRD - CRMK_EXPRD KPI Type Calculated Calculated Calculated Composite Pieces Data Used in the KPI CRMK_RVPRD CRMK_EXPRD CRMK_PRPRD CRMD_RVPRD CRMD_EXPRD CRMD_RVPRD CRMD_EXPRD Calculation Definition (Calculation ID) CRMC_RVPRD CRMC_EXPRD CRMC_PRPRD KPI Calculation Rule ID CRMK_RVPRD CRMK_EXPRD CRMK_PRPRD Table Map PFLEDGERCM PFLEDGERCM Tables Used: PF_LEDGER_F00, CUST_MSTR_D00, GL_ACCOUNT_TBL Tables Used: PF_LEDGER_F00, CUST_MSTR_D00, GL_ACCOUNT_TBL Data Map PFLEDGERCM PFLEDGERCM Filter CRMF_REVENUE CRMF_DIRECT_EXP PeopleSoft Proprietary and Confidential 21

34 Understanding the Predefined KPIs Chapter 2 Definition Detail Revenue by Product Total Expenses by Product Profitability by Product Constraint CRMCN_REVENUE_ CUST CRMCN_DIRECT_EXP Data Element CRMD_RVPRD CRMD_EXPRD Model ID CR_SC CR_SC CR_SC Scenario CR_ACTUAL CR_ACTUAL CR_ACTUAL KPI Object CRMK_RVPRD CRMK_EXPRD CRMK_PRPRD Products Products Product KPI Target Rule CRMK_RVPRD CRMK_EXPRD CRMK_PRPRD Primary Target = 100,000 Primary Target = 50,000 Primary Target = 50,000 < red > red < red < 100,000 yellow > yellow < 50,000 yellow >= green <= green >= green Object Type (Dimension) Customer Master List Customer Master List Customer Master List Perspective Type Financial Financial Financial KPI Cause/Effect (KPIs affected by this KPI) ProfitabilitybyChannel This table details related KPIs in separate columns. 22 PeopleSoft Proprietary and Confidential

35 Chapter 2 Understanding the Predefined KPIs Definition Detail Revenue by Channel Total Expenses by Channel Profitability by Channel KPI Definition (KPI ID) CRMK_RVCHN CRMK_EXCHN CRMK_PRCHN What this KPI does: Calculates total revenue for the period, by Channel Calculates total direct expenses for the period, by channel. Calculates profitability (revenue less direct expenses) by channel. Calculation Description Customer Scorecard - Revenue by Channel Direct Expenses by Channel Total Revenue less Direct Expenses, by channel Calculation Expression CRMD_RVCHN CRMD_EXCHN CRMK_RVCHN - CRMK_EXCHN KPI Type Calculated Calculated Calculated Composite Pieces Data Used in the KPI CRMK_RVCHN CRMK_EXCHN CRMK_RVCHN CRMK_EXCHN CRMD_RVCHN CRMD_EXCHN CRMD_RVCHN CRMD_EXCHN Calculation Definition (Calculation ID) CRMC_RVCHN CRMC_EXCHN CRMC_PRCHN KPI Calculation Rule ID CRMK_RVCHN CRMK_EXCHN CRMK_PRCHN Table Map PFLEDGER PFLEDGER Table Used: PF_LEDGER_F00, CUSTOMER_D00, GL_ACCOUNT_TBL Table Used: PF_LEDGER_F00, CUSTOMER_D00, GL_ACCOUNT_TBL Data Map PFLEDGER PFLEDGER Filter CRMF_REVENUE CRMF_DIRECT_EXP Constraint CRMCN_REVENUE_ CUST CRMCN_DIRECT_EXP PeopleSoft Proprietary and Confidential 23

36 Understanding the Predefined KPIs Chapter 2 Definition Detail Revenue by Channel Total Expenses by Channel Profitability by Channel Data Element CRMD_RVCHN CRMD_EXCHN Model ID CR_SC CR_SC CR_SC Scenario CR_ACTUAL CR_ACTUAL CR_ACTUAL KPI Object CRMK_RVCHN CRMK_EXCHN CRMK_PRCHN Channels Channels Channels KPI Target Rule CRMK_RVCHN CRMK_EXCHN CRMK_PRCHN Primary Target = 2,000,000 Primary Target = 50,000 Primary Target = 50,000 Rules: Rules: Rules: < 1,000,000 - red > 100,000 - red < 25,000 - red < 2,000,000 yellow > 50,000 yellow < 50,000 yellow >= 2,000,000 - green <= 50,000 - green >= 50,000 - green Object Type (Dimension) Channel Channel Channel Perspective Type Financial Financial Financial KPI Cause/Effect (KPIs affected by this KPI) Average Discount This table details related KPIs in separate columns. Definition Detail Total List by Customer Average Discount by Customer KPI Definition (KPI ID) CRMK_LIST CRMK_AVDSC 24 PeopleSoft Proprietary and Confidential

37 Chapter 2 Understanding the Predefined KPIs Definition Detail Total List by Customer Average Discount by Customer What this KPI does: By customer, calculates total list prices over that customer s orders. By customer, calculates discount percentage over that customer s orders. Calculation Description Customer Scorecard - Sum of list prices over all orders of a customer. Total discounts divided by total list, by customer. Calculation Expression CRMD_LIST 1 - ( CRMK_DLAMT / CRMK_LIST ) KPI Type Calculated Calculated Composite Pieces Data Used in the KPI CRMK_LIST CRMK_LIST CRMK_DLAMT CRMD_LIST CRMD_LIST CRMD_DLAMT Calculation Definition (Calculation ID) CRMK_LIST CRMK_AVDSC KPI Calculation Rule ID CRMK_LIST CRMK_AVDSC Table Map CRM_ORDER Data Map CRM_ORDER Filter CRMF_ORDER Constraint CRMCN_ORDER Data Element CRMD_LIST Model ID CR_SC CR_SC Scenario CR_ACTUAL CR_ACTUAL PeopleSoft Proprietary and Confidential 25

38 Understanding the Predefined KPIs Chapter 2 Definition Detail Total List by Customer Average Discount by Customer KPI Object CRMK_LIST Customer Master List CRMK_AVDSC Customer Master List KPI Target Rule CRMK_LIST CRMK_AVDSC Primary Target = 40,000 Primary Target = 10% Rules: < 20,000 - red < 40,000 yellow >= 40,000 - green Rules: >25%-red >10% yellow <= 10% - green Object Type (Dimension) Customer Master List Customer Master List Perspective Type Customer Customer KPI Cause/Effect (KPIs affected by this KPI) Average Deal Value This table details related KPIs in separate columns. Definition Detail Deal Amount Average Deal Value KPI Definition (KPI ID) CRMK_DLAMT CRMK_AVGDL What this KPI does: Calculates sum of deal values across all orders for the period by customer. Calculates total deal value divided by number of orders for the period by customer. Calculation Description Total Deal Amount, by Customer Total Deal Value, divided by number of orders, by customer. Calculation Expression CRMD_DLAMT CRMK_DLAMT / CRMK_ORDS KPI Type Calculated Calculated 26 PeopleSoft Proprietary and Confidential

39 Chapter 2 Understanding the Predefined KPIs Definition Detail Deal Amount Average Deal Value Composite Pieces Data Used in the KPI CRMK_DLAMT CRMK_AVGDL, CRMK_ORDS CRMD_DLAMT CRMD_DLAMT, CRMD_ORDS Calculation Definition (Calculation ID) CRMC_DLAMT CRMC_AVGDL KPI Calculation Rule ID CRMK_DLAMT CRMK_AVGDL Table Map CRM_ORDER Data Map CRM_ORDER Filter CRMF_ORDER Constraint CRMCN_ORDER Data Element CRMD_DLAMT Model ID CR_SC CR_SC Scenario CR_ACTUAL CR_ACTUAL KPI Object CRMK_DLAMT Customer Master List CRMK_AVGDL Customer Master List KPI Target Rule Primary Target = 50,000 Primary Target = 25,000 Rules: < 20,000 - red < 50,000 yellow >= 50,000 - green Rules: < 15,000 - red < 25,000 yellow >= 25,000 - green Object Type (Dimension) Customer Master List Customer Master List PeopleSoft Proprietary and Confidential 27

40 Understanding the Predefined KPIs Chapter 2 Definition Detail Deal Amount Average Deal Value Perspective Type Customer Customer KPI Cause/Effect (KPIs affected by this KPI) Cost to Support by Customer This table details the Cost to Support by Customer KPI. Definition Detail Value KPI Definition (KPI ID) CRMK_CSCST What this KPI does: Sums total product costs by customer. Calculation Description Sum of product costs, by customer. Calculation Expression CRMD_CSCST KPI Type Calculated Composite Pieces Data Used in the KPI CRMK_CSCST CRMD_CSCST Calculation Definition (Calculation ID) CRMC_CSCST KPI Calculation Rule ID CRMK_CSCST Table Map PFLEDGERCM Tables Used: PF_LEDGER_F00, CUST_MSTR_D00, GL_ACCOUNT_TBL Data Map PFLEDGERCM Filter CRMF_PROD_COSTS 28 PeopleSoft Proprietary and Confidential

41 Chapter 2 Understanding the Predefined KPIs Definition Detail Value Constraint CRMCN_PROD_COSTS Data Element CRMD_CSCST Model ID CR_SC Scenario CR_ACTUAL KPI Object CRMK_CSCST Customer Master List KPI Target Rule CRMK_CSCST Primary Target = 50,000 Rules: > 100,000 - red > 50,000 yellow <= 50,000 - green Object Type (Dimension) Customer Master List Perspective Type Customer KPI Cause/Effect (KPIs affected by this KPI) Cost to Support by Product This table details the Cost to Support by Product KPI. Definition Detail Value KPI Definition (KPI ID) CRMK_CSPRD What this KPI does: Sums total product cost by product. PeopleSoft Proprietary and Confidential 29

42 Understanding the Predefined KPIs Chapter 2 Definition Detail Value Calculation Description Sum of product costs, by product. Calculation Expression CRMD_CSPRD KPI Type Calculated Composite Pieces Data Used in the KPI CRMK_CSPRD CRMD_CSPRD Calculation Definition (Calculation ID) CRMC_CSPRD KPI Calculation Rule ID CRMK_CSPRD Table Map PFLEDGERCM Tables Used: PF_LEDGER_F00, CUST_MSTR_D00, GL_ACCOUNT_TBL Data Map PFLEDGERCM Filter CRMF_PROD_COSTS Constraint CRMCN_PROD_COSTS Data Element CRMD_CSPRD Model ID CR_SC Scenario CR_ACTUAL KPI Object CRMK_CSPRD Products 30 PeopleSoft Proprietary and Confidential

43 Chapter 2 Understanding the Predefined KPIs Definition Detail Value KPI Target Rule CRMK_CSPRD Primary Target = 50,000 > 100,000 - red > 50,000 yellow <= 50,000 - green Object Type (Dimension) Product Perspective Type Customer KPI Cause/Effect (KPIs affected by this KPI) Market Share The Market Share is manually calculated. Please review the PeopleSoft Enterprise Scorecard PeopleBook, Manual KPI Values section. Days Sales Outstanding This table details related KPIs in separate columns. Definition Detail Trade Accounts Receivable Revenue by BU Days Sales Outstanding KPI Definition (KPI ID) CRMK_AR CRMK_RVBU CRMK_DSO What this KPI does: Trade accounts receivable for the period by BU. Calculates total revenue for the period by BU. Trade accounts receivable divided by average daily revenue by BU. Calculation Description Sum of Trade Accounts Receivable, by BU. Sum of revenue amounts in current period. Trade AR, divided by average daily sales; by business unit. Calculation Expression CRMD_AR CRMD_RVBU CRMK_AR / ( CRMK_RVBU / 30 ) PeopleSoft Proprietary and Confidential 31