Channel Deployment Playbook
Why would I need to consider Reporting?
- Reporting is a measure of success and is essential for tracking performance such as profitability, sales targets, KPIs and customer experience measures
- Reporting is performed on all products and propositions
- PayPlan & Commissions will not be paid if the correct reporting is not in place
Pre-requisites to Consider Prior to Engagement
- Payplan & Commissions are dependent on reporting, have I ensured that reliable reporting will flow through into the team?
- Does a similar report already exist?
- Have I allowed the Reporting team adequate time to prepare prior to launch?
- How will I measure success against the report?
- Do I need reports for service?
- Have I thought about who is using the reporting? ( different areas of the business will need different reports)
Stakeholders
- Tom Dufton (Senior Manager, Decision Support)
- Julia Cardwell (Operational & Sales Reward Performance Manager)
- Carl Wallace (Portfolio Performance Analyst, Traditional & Future Voice)
- Steve Summers (Portfolio Performance & Insight Manager)
- Maurice Roche (Enterprise Data & Analytics Director)
Who, How and When to Engage Reporting
- A reporting request should be raised as early as possible
- The front door can be raised via Work Request - New Item (bt.com)
- ‘Data and Decisioning’ should be selected when raising the work request to engage Reporting
What will success look like at point of launch / post-launch?
- For all products there should be functional and operative reporting for sales, service, performance and PayPlan & Commissions
- Post-launch success / performance should be easily measurable using the produced reports
Related chapters
- Payplan & Commissions
- Channels
- Commercial & Propositions
How are the Readiness Team Involved?
- Readiness Managers – Early strategic project scoping, focusing on SX / XD
- Change Board – Manages governance and Impact Assessments
- Channel Deployment – Gathering Subject Matter Experts from channels, forming Readiness tribe
- Channel Improvement – Measuring post-launch success and cataloguing defects