Measurement, Analysis and Measurement, Analysis and Knowledge ManagementKnowledge Management

California Award for Performance ExcellenceCalifornia Award for Performance Excellence

March 28, 2008March 28, 2008David J. BoenitzDavid J. Boenitz

Director, Business PlanningDirector, Business Planning

San Diego County Regional Airport AuthoritySan Diego County Regional Airport Authority

Presentation PurposePresentation Purpose

For the next 20 minutes, I plan toFor the next 20 minutes, I plan to

Provide an overview of San Diego County Provide an overview of San Diego County Regional Airport’s (SDCRAA) approach to Regional Airport’s (SDCRAA) approach to MBNQA Category 4: MBNQA Category 4: Measurement, Analysis Measurement, Analysis and Knowledge Managementand Knowledge Management; and; and

Briefly discuss what the Authority has learned so Briefly discuss what the Authority has learned so far with respect to measurement, analysis and far with respect to measurement, analysis and knowledge management .knowledge management .

Measurement, Analysis and Measurement, Analysis and Knowledge ManagementKnowledge Management

4.14.1 Measurement, Analysis and Improvement of Measurement, Analysis and Improvement of Organizational PerformanceOrganizational Performance

a.a. Performance measurement Performance measurement

b.b. Performance analysis, review and improvement Performance analysis, review and improvement

4.24.2 Management of Information, Information Technology Management of Information, Information Technology

and Knowledgeand Knowledgea.a. Management of Information ResourcesManagement of Information Resources

b.b. Data, Information and Knowledge ManagementData, Information and Knowledge Management

4

Measurement, Analysis and Improvement of Measurement, Analysis and Improvement of Organizational PerformanceOrganizational Performance

Data “islands” to Data “mainland”Data “islands” to Data “mainland”

Measurement, Analysis and Improvement of Measurement, Analysis and Improvement of Organizational PerformanceOrganizational Performance

Data availability, retrieval and analysisData availability, retrieval and analysis

QPRQPR™™ Software Selection Software Selection

Process ManagementProcess ManagementQPR ProcessGuide provides you with process discovery, analysis and design functionality. It QPR ProcessGuide provides you with process discovery, analysis and design functionality. It allows you to plan, develop, analyze, communicate and monitor your business processes allows you to plan, develop, analyze, communicate and monitor your business processes collaboratively.collaboratively.

Performance ManagementPerformance ManagementQPR ScoreCard provides a robust performance management functionality. It helps your QPR ScoreCard provides a robust performance management functionality. It helps your organization plan, implement and communicate strategy, derived objectives and measures, from organization plan, implement and communicate strategy, derived objectives and measures, from the executive suite all the way down to departmental and individual level.the executive suite all the way down to departmental and individual level.

Business Process AutomationBusiness Process AutomationQPR WorkFlow provides you with a rapidly deployable, completely web-based solution for QPR WorkFlow provides you with a rapidly deployable, completely web-based solution for automating your human-centric business processes that is focused at your business users.automating your human-centric business processes that is focused at your business users.

Business AnalysisBusiness AnalysisQPR FactView offers everything you would expect from a complete analysis solution – QPR FactView offers everything you would expect from a complete analysis solution – dashboards and alerts, multi-dimensional analyses, slice & dice of data, without the limitations, dashboards and alerts, multi-dimensional analyses, slice & dice of data, without the limitations, cost or complexity normally associated with traditional Business Analysis solutions.cost or complexity normally associated with traditional Business Analysis solutions.

Performance Measurement DashboardPerformance Measurement Dashboard

Performance managementPerformance management

Performance Measurement DashboardPerformance Measurement Dashboard

Business AnalysisBusiness Analysis

Business Process Diagramming Business Process Diagramming and Simulationand Simulation

Process ManagementProcess Management

Communication and CollaborationCommunication and Collaboration(Knowledge Management)(Knowledge Management)

Cross-functional information exchange Cross-functional information exchange and repositoryand repository

Measurement, Analysis and Improvement of Measurement, Analysis and Improvement of Organizational PerformanceOrganizational Performance

Lessons LearnedLessons Learned The right data is essential (but it takes time to The right data is essential (but it takes time to

get the right data, right at the right moment)get the right data, right at the right moment) Technology (software) is only part of the Technology (software) is only part of the

overall measurement and analysis solutionoverall measurement and analysis solution Keep it simple, not a simplismKeep it simple, not a simplism Maintain your enthusiasm and focusMaintain your enthusiasm and focus Interpret/understand data and anomaliesInterpret/understand data and anomalies The problem won’t fix itself i.e. the situation The problem won’t fix itself i.e. the situation

won’t improve without interventionwon’t improve without intervention Stakeholder “pull” trumps advocate “push”Stakeholder “pull” trumps advocate “push”

Questions?Questions?

Thank you