Tag: DMAI

Analytics and Process Improvement

Had an interesting text conversation yesterday that I thought worth sharing as it brings up a good question… can you have process improvement without analytics?

I got a text randomly yesterday from a friend who is considering a new job as an analyst for a hospital.

flow

Friend: Hi Dan, I got a question on analytics. If I wanted to increase the utilization of rooms in a hospital, what kind of data should I be looking at?

Me: Do you want a well thought out plan or a quick and dirty answer?

Friend: I suppose quick and dirty.

Me: Length of patient stay. % of special needs patients. Physical dimensions of space to see if space is optimized. Understanding of patient process flow to see where wasted time is. Then put it all together to come up with some current metrics and then track against optimal case metrics.

Friend: What exactly do I need to be looking for if I go look at length of stay? What are optimal case metrics?

Me: To optimize usage, you need to gather data for key metrics as they currently are. And then project the same metrics is everything was working at its most efficient state. Length of stay is a key metric as you need to determine what is causing longer than expected patient stays. This will help you minimalism things causing wasted time. Analytics will identify waste and then you use metrics reporting to manage the waste. Make sense? This sounds like as much a process improvement project as it does analyst work doing some new metrics reporting. It could be a very interesting project with both short-term consulting on the process improvement and long-term need for an analyst to monitor the data via metrics reporting.

Friend: Yeah, you are making lots of sense. So, if I were trying to shorten length of stay, I would look at current length of stay per case. Then look for all the factors impacting length of stay, and then improve the process flow for the ones where its taking too long.

Dan: Something like this is how I would start.

Based on my experience, when you are presented with a business problem and asked to help solve it. It’s almost always an issue of a process that is inefficient or wasteful that is the root cause, but you need plenty of data to identify that. A good analyst is just as much a process improvement guru as they are a reporting expert.

IMG_6912

Analytics Consulting – As a founding member of Gloabl Chamber Manila, DMAIPH specializes in a variety of analytics consulting solutions designed to empower analysts, managers and leaders with the tools needed for more data-driven decision-making.

We have helped dozens of companies in both the U.S. and the Philippines, get more analytics in their business.

Contact DMAIPH now at analytics@dmaiph.com or connect with me directly so we can tailor an analytics solution made just for your unique requirements.

Analytics > Based on the Principles of Logic

One of my trainees recently asked me for some help with an assignment she had in her philosophy class. Now I am such a Star Trek fan aka Trekie, that of course the first thing that comes to mind in the character Spock.

I imagine that is anyone ever took a formal survey of analysts and analytics professionals, most would list Spock high on their list of “cool characters.” The use of logic to solve problems is a key plot point in several episodes and movies. Anyway, I digress…

The assignment is to look at the paperwork in a business and determine how logic and logical principles are applied. I look at logic as being used primarily in two different facets of paperwork.

1. to set priorities… using deductive reasoning to decide what priority is more important and which one to work on first. This is something that is hard to teach and a common interview question. Trying to determine if a person knows how to establish priorities tells you a lot about how logical they think.

2. to establish procedures… logic is used to set up a process like an assembly line or a pipeline where things are done in a routine that is most logical. Being efficient and optimizing a process require a lot of logic in the design and implantation of the process.

So for paperwork… the paperwork that gets done first is the highest priority like payroll… logic dictates that paying employees is the most important and logic helps you set up a process for paperwork… like if a form needs three signatures, you would use logic to set the order of whose signature you get first, second and third

When you have a problem with a process or too many priorities to accomplish all, you use logic to help you solve the problem.

Analytics, or the discipline of using data to drive decision-making in a business, is closely related. Logic is used to identify the data you need, logic is required to interpret the analysis and logic is needed to determine how bet to communicate your findings.

When you look at any business (or government, organization, structure, etc.), you need to employ logic to make that business run and paperwork is a big, big part of the resulting of using logic. Forms, reports, summaries, etc… they are all receptacles of logic that are used to keep things moving.

So when asked why I do what I do when it comes to the paperwork in my business, I am going to tell you because its logical to do it that way. Or as Spock might say, “Logic dictates how and why we use paperwork.”

General Analytics – Analytics is the application of using data and analysis to discover patterns in data. DMAIPH specializes in empowering and enabling leaders, managers, professionals and students with a mastery of analytics fundamentals. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to find out what we can do to help you acquire the analytics mastery you and your organization need to be successful in today’s data-driven global marketplace.

DMAI – The Strategic Plan

Sometime I get asked the question, what is my strategic plan for DMAI. My answer is simple, “to be THE name brand when it comes to analytics in the Philippines.” Of course the next question is always, how will you get there?

Well, that is a little more complex. DMAI offers a variety of analytics solutions that all feed into our vision of being the top of the analytics pyramid. They include:

1. Partnering with countries abroad to provide analytics services to international clients.
2. Providing analytics solutions to companies located here in the Philippines.
3. Offering our expertise by coaching to executives and managers.
4. Conducting analytics trainings for companies and professionals located in the Philippines.
5. Empowering Filipino students and young professionals with the skills needed for careers in analytics.

So that’s a lot. How are we doing so far?

Let’s look at the data… I so love data!

Since May 2012:
> Directly trained over 70 fresh grads from almost two dozen schools.
> Trained over 50 Business Owners, SMEs, HR and Recruiting Professionals.
> Provided on site training and consulting for three small BPO companies.
> Completed over ten analytics projects for small businesses in the US and the Philippines.
> Made over a dozen media appearances on TV, Radio and the Internet.
> Set up analytics outsourcing agreements with five different companies based in the US and India.
> Spoke publicly at seven different schools here in the Philippines.
> Been a featured speaker at four different public seminars.
> Crafted over 150 blog posts.
> And am so close to finishing my first book.

We still have a long way to go, but DMAI is well on its way to achieving our goal!

dmai clients

Doing What I Do Best!

Yesterday, I had the privilege to do what I do best… talk to about analytics. Its been a few months since I was in front of an audience interested in hearing me speak about my career and share with them my passion for using data to drive decision-making. Thanks to one of my key business partners, PMCM Events Management, I was one of several speakers who spent the day with IT students from St. Scholastica College in Manila.

I got to share the stage with my good friends and frequent collaborators Khoa Bui and Raffy Pekson, made some new friends with Leila and Paolo and even got to be up there with one of my idols Janette Toral. It was truly a special day for me as I felt so happy to be back in a place where I can actually do something to make the world a little better place. By giving the St. Scho students some guidance and direction I know we were able to help many of them discover new career possibilities and open their minds to new ways of looking at their future.

For my part, I just had about 40 minutes to give a simple Introduction to Analytics. I went over briefly the concept of analytics, talked about what analysts do and gave a few examples of current trends in analytics. It’s just the tip of the iceberg so to say, but I am sure I inspired a few students to share the dreams I have… about data!!! Haha!1230045_327373597408090_1366603456_n

Just Do It… the best motto ever!!!!

From My recent Facebook status update “10 Days…. Two Hotels, Five Malls, Seven Business Proposals, Three Worship Services (including one in Tagalog), Added Two More Speaking Engagements, Interviewed Five, In the middle of two data projects, Kicked off a two month social media project, Blogged Everyday, Added 100’s of LinkedIn Connections, and I’m Just Getting Started!”

You see a lot of inspirational quotes out there, as people try and find the energy to get up everyday and go about their lives. Personally, the Nike one is the best ever. Its so simple, but so powerful. It is equal parts inspiration, motivation and achievement.

Why? Because its the key to success. All of the strategies, self-help books, business plans, meetings with experts, etc… none of them mean as much as just getting out there and doing things!!!!

If anyone were to ever ask me what is the secret to my drive? What’s behind my passion? That’s the answer… Just Do It!

th

Social Media Analytics… It’s not just a marketing tool

Most people I talk too think of Social Media Analytics in terms of a marketing tool. How many Likes, Shares, Follows, etc are my posts getting. Some take it a bit further to look at engagement factors as well. And a very few use it to measure the Return On Investment when it comes to the cost benefits of doing social media marketing.

All of the big social media sites like Facebook, LinkedIn, Twitter, etc. have built in Analytics tools to help businesses see the impact of their social media efforts in theses terms.

But who is using social media to listen to their customers? Again many have someone responsible for monitoring sites to address customer complaints. Some have teams that do this 24/7 and try to spin every negative post into a positive. And a few actually are proactive in engaging customers via social media by anticipating needs.

And who is using social media to keep track of their competitors? Again some do follow them. And a few actually track competitor behavior and use their findings in setting strategy.

And only a few layer their social media Analytics on top of demographics. LinkedIn and Facebook have built in demographics right there with their Analytics available to users.

So I guess the question is are you getting the most out of social media?

DMAI 2.0 > Recruiting the top analytical minds in the Philippines

420

DMAI aka Decision-Making, Analytics & Intelligence, is a Philippines based company offering cutting edge of analytics solutions for both domestic and international clients.

DMAI is launching several initiatives and are looking for top analytical talent to join of rapidly growing team. Everyone on the DMAI team should have a natural curiosity and willing to take the initiative.

In addition, we look for the several general requirements across all positions. They include:
• Above Average English
• Strong Internet Research Skills
• A Positive Attitude
• A Willingness to go Above and Beyond

We are currently recruiting for the following positions:
1. Data Analyst
2. Analytics Project Manager
3. Administrative Assistant
4. Social Media Analyst

The Data Analyst position requires above average experience with MS Excel. Analysts should be very comfortable with pivot tables, using charts & graphs, and managing 100,000+ rows of data. Analysts also need to have experience taking data and analysis and building PowerPoint decks that give client actionable insights and recommendations. Experience with joining data sources and writing queries using SQL is also a must.

The Analytics Project Manager position requires excellent MS Excel and PowerPoint skills. The PM also needs to have a background with analytics. This position is expected to already have extensive PM experience and be well versed in Project Management methodology and comfortable managing projects with stakeholder located in different countries. Excellent English and Communication skills are a must.

The Administrative Assistant position requires previous experience with recruiting and with general office administration. The AA will support the DMAI Executive team and travel to various meetings and events to provide administrative support to training and speaking engagement event. The AA should also have some experience with HR functions like payroll, SSS and benefits. Excellent English and the ability to multitask on the go are must have skills.

The Social Media Analyst position requires a special person who is equal parts blogger/social media power user/seo analyst. Experience managing social media sites and pages is required. The SMA must have outstanding written English skills and able to write engaging content. The SMA must also have a passion for analytics and be a user of social media analytics tools.

Currently we are only looking for candidates located in Metro Manila, but may consider candidates living in the provinces in the near future.
To express your interest in any of the open positions, please send your most up to date resume to analytics@dmaiph.com

This is cutting edge analytics for support of clients abroad and you will get the chance to work with me, one of the leading analytics minds in the Philippines. If you are interested in learning more, please let me know immediately as we hope to have the team in place within a month or so.

We offer very competitive compensation based on experience and have a lucrative bonus plan as well.

To learn more about DMAI, follow us at any of the social media sites listed below:
> Facebook >>> https://www.facebook.com/dmaiph
> YouTube >>> http://youtu.be/blx8IuHsmCA
> LinkedIn >>> http://ph.linkedin.com/pub/dan-meyer/4/771/675
> WordPress >>> https://dmaiph.wordpress.com/
>Twitter >>> https://twitter.com/BPOElite1

Thanks for your consideration. Please send me your most updated resume if you would like to be part of this amazing team.
Sincerely,

Dan Meyer
President & Founder
DMAI

An Inside Look At Analytics In Action > U.S. Census Data

US CensusIf you are working with American clients or customers, one of the most useful tools any analyst can master is the U.S. Census Data. http://www.census.gov

It is #1 source for current population data and the latest Economic Indicators and is culled from the nationwide census conducted in the US every ten years. The last collection was in 2010. However, the US Census Bureau also collects data from smaller sample sizes every year.

When I was with Wells Fargo, I used census data extensively to help us understand the demographics of targeted markets. I have also used data from the site for building competitive profiles for BPO Elite and DMAI clients.

When you go to the site (www.census.gov), it can be a little overwhelming due to the massive amount of data collected and made available. There are some videos, webinars, in class trainings and lots of learning tools available to master how to make the best use of the data.

For now though, lets focus on one particular demographic data point that I will explain how to find and use. I have a client who wants to know % of households in certain Zip Codes around the Dallas, Texas are that have at least one person over 65-year-old in that household.

Step One is knowing where to go. In this case, we will choose the data menu and then American Fact Finder. As you can see if you view the site… the choices can be quite intimidating to those not used to this site. Type in Dallas County, Texas and you will get access to all kinds of demographic data. In this case we will look at the 2010 US Census. You can see that 8.8% of the population is 65 and over.

For the sake of this blog I wont bore you with details, but then we take that data and we look at it at the zip code level. And then we can see what parts of Dallas County are “older” than others. This will help out client target his marketing efforts since his product is geared towards customers 65+

So if you have a business where you need demographic data for the US, this is the place to go. DMAI is happy to help you find ways to unlock this incredible source of data and empower your business with more analytics intelligence!

Why the Philippines? Q+A

539735_206746759470775_461235919_nRecently I received a LinkedIn message regarding my blog series about my 13 months living and setting up a business in the Philippines. The message contained some pretty good questions so I thought the best way to answer it would be to share the conversation with you.

Q: I’m always curious to hear why people have chosen the Philippines over other countries to start a business in?

A: From my perspective, the Philippines is a truly phenomenal place to be right now. I ask everyone is there any country today in a better position to make such significant and long lasting positive changes in the very fabric of the country? Being the home of some many overseas workers and their remittances, being the call center capital of the world, be positioned close to some of the biggest markets in the world and blessed with a unique connection to the United States are just some of the reasons. Its on the verge of something truly special. You can feel it where you are there. So for professional reasons that’s why I decided to move there and set up a business. There are even more personal reasons why I love the Philippines, but that’s a different question.

Q: Even given some of the press around about the difficulties with traffic, weather, corruption?

A: They are all significant challenges that can indeed hinder growth. However, I think the Philippines is being forced to evolve as a nation by some key demographics that make its growth unavoidable. The average being 23, the level of English taught and used, the culture of embracing work either coming from or going to the rest of the world. The traffic is a nightmare in Manila, but you are seeing a lot of growth in the provinces as a result. The weather is a problem, but the county is big enough and the important economic drivers are diverse enough to weather major calamities. Corruption is a huge problem, but its getting better. It is being addressed at all level of society and progress is being made. I survived getting stuck in traffic on EDSA, caught in flood waters up to my waste and forced to pay a fixer to get some things done faster and none these things lesson my confidence in the Philippines.

Q: From a business perspective, I see a growing trend in being able to provide customized types of products and services. Are niche businesses offering customized products and services viable?

A: When I compare the challenges of setting up a small business and taking your product/service to the market, its 10x easier than it is in the U.S. There challenges are very different. In the Philippines your success will depend on who you know and how your business identity is perceived. You have to but a lot more effort into making connections and making sure everyone is happy and engaged. There is a lot of bureaucracy that goes with setting up a business there so it’s key to have the right connections to smooth things out.

Q: I am looking to recruit some people to do some web design work. Is it better to look for established workers or go with college age students.

A: I tend to go with younger, less proven talent in most cases. This goes against conventional wisdom in the Philippines. I have noticed that in general Filipinos place a higher value on certifications and accomplishments than most. And the school systems push out a lot of graduates with similar training and skills sets. Conformity and coloring within the lines is expected for most white collar jobs. The more time spent in this rigid system the harder it is to find someone who thinks outside the box. So going with the whole I prefer to train a blank slate versus having to untrain someone who is already programmed. However, the flipside is they will probably need more supervision and direction then someone with experience.

Q: I would love to hear more about which things you would do differently second time around.

A: To quote one of the most quoted saying of all time… “I shall return!” And when I do I will make these three significant changes in my approach. (1) I will be more hands on with the people I hire. I will not micromanage like many do, but I will be more active in empowering and teaching successful work habits to the people on my team. (2) I will be more frugal in my expenses. I overspent a lot on things because I was charged foreigner prices. Having a Filipino negotiate things for you is key. (3) I will live more like a Filipino and less like a foreigner. By the time I left I took Jeepneys and Buses more often than taxis. I was eating more Filipino food from small vendors and avoiding high priced meals at chains in the mall. Things like that go a long way in both making you fit in a little more and saving you a lot of money.

I am always happy to share my insights and experiences. I hope that helps!

Analytics Tool for Sales #3 – Customer Insights

143The third area that most business people undervalue in importance is gathering actionable insights from their customers. Aside from general conversations and dealing with irate or upset customers, how much knowledge are you actually gleaning from them. Do you survey them? Do you have a loyalty program? Do you do AB testing before making changes? These are just a few ways to build up data points you can use to gauge customer satisfaction, understand customer pain points and unearth new niches to exploit.

This is one of the things that Wells Fargo does exceptionally well. During my time with the bank, I was involved with a number of surveys and focus groups to give us some soft data to go with mountains of hard data we culled from internal and external sources. Far too often decisions are made without really listening to the customer… think about the misfires Nextflix had a few years ago. It could have easily been avoided with better intelligence on customer sentiment and a better understanding of what they value. Netflix antagonized their extremely loyal customer based and then made matter worse by mishandling customer feedback.

Beyond just conducting the survey, there are many sure fire ways to construct the survey to assure you get actionable data from the exercise. Just asking questions will only get you so far. You need to be able to construct the questions to give you useful answers that you can use to drive decision-making.

With free survey tools like Surveymonekey, and the ability to easily gather data online via social media, there is really no excuse for a company to have blind spots with their customer base. If you need help setting up, delivering and/or analyzing a customer survey, DMAI has extensive experience with this business intelligence tool.