Professional Documents
Culture Documents
■ Transparency of Cause and Effect (e.g. What is the reason our cash flow is
■ Aligning Performance and Pay: make Business Units responsible for results
Page 1
Monitoring & Validating Performance CONSUMER + INDUSTRIAL MARKETS
0
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Customer profitability per segment is not always Voice may be the killer application for the 10 years to
the one we think to be. come. Moving in the value chain might prevent ARPU
to take up.
Distribution channels to use Costs to manage
SAC prepaid customers SAC postpaid customers
0 100 200 300
Euro 0 100 200
Euro
In #
A 293
In value A 94
B 163 B 274
C 78
C 284
D 28 D 227
Electronics Photography Computer Car audio Telecom Office Super-markets
shops shops shops shops shops equipment
Distribution channels may experience a shift Customer retention costs must be lower than customer
towards an increase of independent channels acquisition costs to maintain EBITDA margin
Page 2
Stay Awake Issues CONSUMER + INDUSTRIAL MARKETS
Retention Productivity
Headcount
Training
Page 3
Information Principles CONSUMER + INDUSTRIAL MARKETS
• To strategy
LINKED • To the daily activities of the
company
A
INTEGRATED
B
BENCHMARKABLE
• All levels of organization are
C
involved in the process • Performance measures compared
D to the best practices
E
BALANCED
DYNAMIC • Between the different activities of
the company
• Information on request
• Between the financial and the non-
• Take decisive action
financial indicators
External Dashboard
Feeds
Customised / P K
E E
Configured Datamart N R
R N
Web logs
e-Business O E
Management F T
Web-site server Datamart W A
O E Sales &
L L
R R Mktng
E
WAP Datamart M P Dashboard
ON-THE-NET D T
logs A R
G I
WEBSITE OR WAP I Sales I
WAP Portal N E M
PORTAL OR E- N S
C E
APPLICATION T E
ENVIRONMENT D E M
E Datamart Finance
A Data A M
Application G D
Finance N O Dashboar
logs T Warehouse R
D A N
A d
Application-server A A S
A G I
T H
S E T
I Datamart B
Sales H G O
O Marketing O
Gross Margin Call Center B E R
OFF-THE- Customised / N A
Opportunities Legacy
Configured O M I Other
NET R
Systems
Web logs A E N
TRADITIONAL
Customer D Dashboards
satisfaction ODS / Datamart R N G
ENVIRONMENT S
Employee Staging Area D T
Satisfaction « e-team »
Enterprise
Data Sources Direct Dashboard Feeds
Page 5
Questions CONSUMER + INDUSTRIAL MARKETS
janegriffin@kpmg.com
404.739.5464
Page 6