Case Studies - Operations Dashboard
A major financial institution required near real-time insight into the current state of their statement processing operations. The Company processes approximately 1.2 billion envelopes each year in two primary locations in the United States. The primary functions include printing, folding and envelope insertions. The operation centers serve multiple clients and have critical service level agreements (SLA) that required monitoring. The reporting environment included multiple disparate processes, was manually intensive, and occurred multiple times throughout the day. It included “white boarding” key measurements, conference calls, reports, estimates and “snapshots” of the SLAs for each client. Most of the data was hours old and, therefore, was not actionable. Executive level managers, process managers, and operation managers demanded their own perspective on the state of statement processing operations.
Knowledge Solutions undertook a careful and comprehensive analysis of the operational systems (many homegrown) and the data movement process. We reverse engineered and documented the customer's data structures, eliminated numerous tables that were not being used and stabilized the report generation process. Within a short period of time, the team developed a new data dictionary and data model for all fields and tables. These deliverables have become the foundation for the customer's data warehouse.
Within a short time of being co-located with the customer, the Knowledge Solutions team was able to reduce the clients report generation cycle time from several weeks to two days and recapture scarce processing cycles by eliminating unneeded data movement processes. The team also shortened the development cycle time down to days and stabilized the extract-transform-load process, thus improving the consistency of results.
Knowledge Solutions has significantly improved the quality of this Company's data, their operational systems environment, and have also set the groundwork for a robust analytics platform that can be used for a number of business applications.