http://spr.ly/GartnerOnDemand_FedEx - Discover how FedEx Office changed their approach to BI by creating a mobile enabled, centralized analytics environment that focused on key performance goals, integrated coaching and reclaiming lost management time.

1. Less is More
Increasing Operational
Effectiveness at FedEx Office
using SAP BusinessObjects
Business Intelligence
Andy Mills – Manager- Business Intelligence

2. 2
Who is FedEx Office?

3. 3
Business Intelligence at FedEx Office
Very established reporting environment
– Business Objects, SAS, People Soft, Oracle BI, Voice of
Customer, Excel …….
Every application created its own reporting
Confusion on the meaning and the grain
Limited data governance
No experience in dashboards

4. 4
A Center Manager’s Daily Challenge
Add pictures here of reports and print outs and spreadsheets

5. 5
Catalysts for Change
1. New COO = New Ideas
– “too much data is the
biggest issue”
– “we must have coaching”
– “It has to change – NOW”
– “And here is my solution
which you can deploy in 6
months”
2. New Focus on
Operational Effectiveness
and Reporting

6. 6
Strategy for Operational Effectiveness
Turn data into actionable insight
Simplify the message – Key Performance
Indicators (KPI)
Implement what we have control over
Create a ‘One Stop Reporting Portal’
Generate closed loop with coaching,
training and praise
Deliver on time

7. 7
Build the right team
Right size the core team
Engaged Business Representation
Technology teams
External IT partners
Learning and Development
Change Management

8. 8
Agility and Speed to Market – 6 months
Define KPIs and design/build
dashboards
Create the portal and security
Develop new aggregations
Test
Tune the environment for dashboards
Train
Deploy

9. 9

10. 10
Create a buzz
Engage with centers and district
management
News spread through informal network
Create trailers
Quickly react to feedback

11. 11
A Sample of Dashboards

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The Results
Center Impact
–Initial disbelief at the data
–Huge sustained usage – fast and stable environment
–Gamification encouraging healthy competition
–Individual contributors understand what’s important
Business Benefits
–Average time saving per manager is 4 hours per week –
to sell, improve quality and manage staff
–Revenue to plan has improved
–Easier to focus on the important issues
–Less than half the cost of the original solution

13. 13
The Feedback
Kim Dixon COO FedEx Office
“I consider ICE a true game-changer for FedEx Office field operations.
It provides a great visual dashboard of key metrics. With ICE, it’s easy
to spot areas of strength and weakness so you can take quick action
to improve performance. This is really the next generation of reporting
and managing our business.”
Jeff Fedro – District Manager Plano
“ICE is the ABC of reporting. It simplifies the lives of our field leaders
and actually creates a one stop shop when it comes to reporting a
center, district, or regions current and past operating
performance. Fantastic Tool!”
“Freakin Awesome”

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The Unexpected Results
 Recognition for the BI team!
 The concept of kudos has taken off
 Focus on BI has increased - as has the demand for
dashboards
 ICE is a great analytical tool too
 Ready made mobile solution - Blackberry, Android and iPad

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The Future
Change based on real feedback
Add focus in new areas – Revenue,
Financial Reporting and Voice of Customer
Convert to SAP BusinessObjects Business
Intelligence 4.0 and HTML 5
More Mobile

16. 16
Questions ?
Andrew.mills@fedex.com