Page 10 -

Contents 9

Dashboard Design 192
▶ ApplicAtion cAse 4.6 Saudi Telecom Company Excels with
Information Visualization 193
What to Look For in a Dashboard 194
Best Practices in Dashboard Design 195
Benchmark Key Performance Indicators with Industry Standards 195
Wrap the Dashboard Metrics with Contextual Metadata 195
Validate the Dashboard Design by a Usability Specialist 195
Prioritize and Rank Alerts/Exceptions Streamed to the Dashboard 195
Enrich Dashboard with Business Users’ Comments 195
Present Information in Three Different Levels 196
Pick the Right Visual Construct Using Dashboard Design Principles 196
Provide for Guided Analytics 196
4.7 Business Performance Management 196
Closed-Loop BPM Cycle 197
▶ ApplicAtion cAse 4.7 IBM Cognos Express Helps Mace for Faster
and Better Business Reporting 199
4.8 Performance Measurement 200
Key Performance Indicator (KPI) 201
Performance Measurement System 202
4.9 Balanced Scorecards 202
The Four Perspectives 203
The Meaning of Balance in BSC 204
Dashboards Versus Scorecards 204
4.10 Six Sigma as a Performance Measurement System 205
The DMAIC Performance Model 206
Balanced Scorecard Versus Six Sigma 206
Effective Performance Measurement 207
▶ ApplicAtion cAse 4.8 Expedia.com’s Customer Satisfaction
Scorecard 208
Chapter Highlights 209 • Key Terms 210
Questions for Discussion 211 • Exercises 211
▶ end-of-chApter ApplicAtion cAse Smart Business Reporting
Helps Healthcare Providers Deliver Better Care 212
References 214

Part III Predictive analytics 215

Chapter 5 Data Mining 216
5.1 Opening Vignette: Cabela’s Reels in More Customers with
Advanced Analytics and Data Mining 217
5.2 Data Mining Concepts and Applications 219
▶ ApplicAtion cAse 5.1 Smarter Insurance: Infinity P&C Improves
Customer Service and Combats Fraud with Predictive Analytics 221

A01_SHAR9209_10_PIE_FM.indd 9 1/25/14 7:47 AM