Q: How did you get started to access all the data you needed across the global organization?
A: Jeff and his team leader, David Sullivan, engaged DecisionVu to help jumpstart the MOR program by building governance practices and defining KPIs in addition to establishing important elements like the reporting tools and management resources. One of those elements was defining a reporting structure as you can see in the graphic below. We needed to allow the operating executives and teams to define their own metrics within the MOR program.
As you can imagine, this review process spanned a number of different teams and people across the organization, which meant a lot of disparate data sources organized by “color-coded books” that needed to be culled together.
Q: How did MetLife decide Qlik was the right analytics platform for this performance management initiative?
A: One of the concerns we had was that there was so much data to pull into meaningful analytical dashboards that we didn’t want to overwhelm the users with added metrics. The idea was to select a handful of metrics as opposed to 100: the ones that really tell a story and show the greatest impact. This is why we selected Qlik: it’s not a reporting tool, it’s analytics on steroids. It is much more rapid when you use Qlik against a very large volume of data, which was why it stood out versus the other analytics tools. Qlik allowed MetLife the ability to quickly see the interrelationships in the data, both numerically and visually.
Q: What are the results of the program thus far?
MetLife has seen a profit increase and the organization is making better fact-based and forward-looking decisions. The management team can now use the analytical dashboards to review the status and quality of programs/projects on a routine basis. Two big areas of focus are in customer retention through its call center capabilities and improving operating productivity by focusing on the KPIs that matter most.
I feel like Jeff said it best from a quote in my book: “Making fact-based decisions in a dynamic environment increases the odds of making the right decisions.”
I want to thank Lawrence for taking the time to chat with us about MetLife. For more stories like this you can read his book which is available on Amazon.