About NCR
NCR started in 1884 as National Cash Register Company that pioneered cash-registers. Today, NCR is a world-leader in providing financial, retail and IT solutions with 2003 revenue of $5.6B and over 29,000 employees worldwide. NCR's Worldwide Customer Service (WCS) division provides IT services delivering over 18,000 service actions every day around the world. Most of the leading global banks, retailers, airlines and telecommunications companies rely on NCR services.

CHALLENGE

• Improve the information delivery to the WCS management around the world using the latest Dashboard technology.
• Reduce the burden of over-whelming numbers & reports through enhanced visualization of key relevant metrics and problem thresholds.
• Deliver geography specific metrics relevant to the individual's area of control.
• Use Control charts to monitor metric trends at different geography levels.
• Deliver all of the above for over 2000 geographies organized within a corporate hierarchy.

SOLUTION

WIT (a Platinum Partner with Business Objects) helped NCR accomplish the above objectives using the BO's Application Foundation platform and Dashboard Manager product suite. WIT's BI consultants worked with NCR's EDW group to transfer the knowledge and best practices for deploying a dashboard solution. Also, WIT's Web-solutions group provided custom-programming that would allow NCR to build customized dashboards for each user who is logged-in. Furthermore, it would facilitate in building dynamic dashboards for thousands of possible geographical areas and their corresponding area managers.

RESULT

• NCR acquired significant in-house expertise in dashboarding during a relatively short period, working with WIT's BI team.
• Dramatic savings of time and effort in building thousands of possible dashboards by replacing a static dashboard approach with a dynamic dashboard.
• Metrics refresh strategy to accomplish automatic refresh of the dashboards on completion of daily refresh of the enterprise data warehouse (EDW) at NCR.
• Intuitive dashboard framework that can allow a manager to drill-down to lower level of dashboards and look-up his/her subordinates’ territory dashboards.
• Managers can receive area-specific dashboard alerts for metrics exceeding pre- specified limits.