The performance manager

The Th PERFORMANCE PERFORMANC Manager Manage
Proven Strategies for Turning Information into Higher Business Performance
by Roland Mosimann, Patrick Mosimann, and Meg Dussault

The PERFORMANCE Manager
Proven Strategies for Turning Information into Higher Business Performance

Edited by John Blackmore Production and Launch Team: Carrie Bendzsa Steve Hebbs Lars Milde Randi Stocker

© 2007Cognos Incorporated. All rights reserved. No part of this book may be used or reproduced in any manner whatsoever without written permission, except in the case of brief quotations incorporated in critical articles and reviews. Published by Cognos Press, 3755 Riverside Drive, P.O. Box 9707, Station T, Ottawa, Ontario, Canada K1G 4K9. Cognos and the Cognos logo are trademarks or registeredtrademarks of Cognos Incorporated in the United States and/or other countries. All others are the property of their respective trademark holders. The DecisionSpeed® Framework, the Decision Areas and its core content, and all intellectual property rights therein, are proprietary to BI International, and are protected by copyright and other intellectual property laws. No part of the DecisionSpeed®Framework, the Decision Areas and its core content can be reproduced, transferred, distributed, repackaged, or used in any way without BI International's written permission. DecisionSpeed® and Decision Area are trademarks of BI International. Printed in Canada, 2007. ISBN 978-0-9730124-1-5

TA B L E O F C O NT E NT S

Introduction..................................................................................................................................... 5 Promise: Enabling Decision Areas that Drive Performance .............................................................. 9 Finance: Trusted Advisor or Compliance Enforcer? ....................................................................... 17 Marketing: Investment Advisor to the Business............................................................................. 29 Sales: Your Business Accelerator .................................................................................................... 41 Customer Service: The Risk/Reward Barometer of the Company’s Value Proposition ................... 53 Product Development: Developing the Right Product, the Right Way, at the Right Time .............. 65 Operations: Winningat the Margin ............................................................................................... 73 Human Resources: Management or Administration of Human Capital? .........................................85 Information Technology: A Pathfinder to Better Performance ....................................................... 95 Executive Management: Chief Balancing Officers........................................................................ 113 Summary ..................................................................................................................................... 139 About the Authors ....................................................................................................................... 141

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I NT R O D U C T I O N

ThePerformance Manager continues an exploration that began more than ten years ago with the publication of The Multidimensional Manager. Both books examine the partnership between decision-makers in companies worldwide and the people who provide them with better information to drive better decisions. More than a decade ago, the focus was on understanding an exciting new transformational trend— companies werebecoming more customer- and profit-centric. What drove that trend? Companies were relying more and more on information assets such as business intelligence. Today, that focus has become even sharper and more important. Global competition and interconnected global supply chains have further intensified downward pressures on cost. Technology and the Internet have transformed the knowledge economy...