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Evan Levy's Answer:
Danette McGilvray's Answer: Let's define the phrase "organization's satisfaction" to mean "customer satisfaction." While an organization could be seen as the customer, the real customers of the data warehouse are the actual people who use the data from the warehouse to make decisions and do their jobs. The question becomes "how satisfied are those customers who use the data warehouse?" I use the word customers instead of users to focus attention on the fact that the individual knowledge workers have to be satisfied in order for the organization to be satisfied. So what factors influence the individual customer's satisfaction? Usage - Who is actually using the data warehouse? How many? How often? For what purposes? Keep in mind that there are several types of customer who use the data warehouse: They could fall into the following broad categories: power users - technically sophisticated analysts, business analysts and casual users who use the data warehouse only occasionally. Other customers may never access the data directly themselves, but use the data that others have accessed for them. Different types of customers may have different levels of satisfaction. There is another aspect of satisfaction and that is from the support point of view - those who obtain data, load data, support the hardware and software, etc. Are those who are supporting the data warehouse satisfied with how the data warehouse is operating? Are those receiving support satisfied? Go back to the original project charter - Is the data warehouse fulfilling the original requirements? Did the requirements change and did the data warehouse change to meet the new requirements? Les Barbusinski's Answer: The key factors to user and management satisfaction with any data warehousing or business intelligence solution are as follows (in order of importance):
Relevance means that the data warehouse, data mart, dashboard or BI application performs a significant service for the target department, business unit or enterprise (i.e. it fulfills a business need). Reliability means that the DW/BI application is regularly available during normal business hours, and behaves in a predictable manner (i.e., it does not exhibit frequent aborts or experience serious and/or chronic downtime). Accuracy means that the application presents a complete and correct picture of whatever portions of the enterprise it measures (i.e., users feel comfortable making serious business decisions based on the information contained in the data warehouse). Performance means that the application's ETL and reporting processes perform their tasks in a timely and efficient manner (i.e., it does not keep the users waiting). Ease of use means that the online interface to the data warehouse (usually a portal with embedded BI and reporting functions) is intuitive, easy to navigate and allows users to become productive quickly. Flexibility means that the information content and/or analytic capabilities of the data warehouse can be easily extended and/or modified to keep up with evolving business needs. And finally, cost effectiveness means that new releases of the DW/BI application exhibit a high-level of ROI, and on-going maintenance costs are reasonable and reflective of the business benefit provided by the application. Hope this helps. Sid Adeleman's Answer: The factors are:
However, the most important factors relate to the organization's expectations and to the degree those expectations are fulfilled. This means that these expectations must be managed early and often.
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OCT 7, 2005 1:00am ET
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