Companies across different industries are utilizing
dashboards, including ING Direct.
ING DIRECT is part of ING (NYSE: ING), one of the
top financial organizations in the world. The phenomenal performance of the
company is apparent from the fact that ING DIRECT was launched in the United
States in the fall of 2000 and has already grown to be one of the eight direct
banks operated globally by ING; the other locations are Canada, Australia,
France, Spain, Italy, the United Kingdom, and Germany (where ING DIRECT is known
as DiBa), with a total worldwide customer base of more than 10 million
(including U.S. customers).
Business Drivers for Dashboards
Four key business drivers for dashboards were the
Monitoring of results
Single version of the truth
Measurement of deliverables
Cost reduction through automation
Monitoring of results: Business
managers wanted to easily monitor results to quickly respond and adjust the
course of business as needed. For example, company management wanted to monitor
the direct mail results. Users can easily view and analyze the results of
marketing activity with more than 30 different data dimensions.
Single version of the truth:
Different managers arrived at different numbers for the same metrics being
reported in various reports. This led to wasted resources in validation and a
lack of conviction about the available information. We needed a solution to
unify the various information sources with a common gateway for information
delivery. Dashboards helped deliver accurate information to multiple people
across multiple departments within the company.
have a higher chance of success. Company management wanted a clear set of
measurable goals that would be displayed and well conveyed across the
organization. Dashboards enhanced management's ability to get all managers
within the organization to focus on the top-priority deliverables.
Automation reduces cost. On
average, we had two people in each of the ten different departments spending all
of their time manually processing and crunching numbers. We wanted to leverage
technology to introduce greater efficiency. Dashboard deployment helped achieve
greater automation and reduced the number to six people who now maintain the
process for all ten departments. The automation has led to far fewer errors as
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