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New Frontiers in Business Intelligence

Nari Kannan

Business Intelligence without Power To Act on It is Useless!

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Lots of companies send out dashboards, reports and analytics on a routine basis to a lot of people within the company.

But without the power to make decisions on them and effect change within the company - all that information is frustrating overload, nothing more!

It's like having a whole dashboard full of warning lights, speedometers and other meters but having a car without the accelerator or the brake!

There is not much to do with all the lights flashing but not much control to change anything for the better!

Zappos is a great company that did away with many a Key Performance Indicator in their call center because that went against their culture of providing outstanding customer service. Average Time to Handle a Call is useless when you are empowered to do anything to keep the customer happy with your service!

Of course, in response to listening to their CEO's podcast I sent him email to get a copy of the Zappos book on culture that give out free to people who ask. Of course, I got so far, three copies of the book and wish they would be empowered to stop at one! :-). That's a different rant for another day!

You watch product line A plunge in Sales in certain territories and you, as a lower level sales person cannot make any changes to your strategies. That BI is frustrating and only increases your unhappiness in the company.

Business Intelligence may not always be good, especially if you don't have any power to change anything, anywhere!

Computers are useless. They can only give you answers. - Pablo Picasso

Nari Kannan's blog explores how new approaches to business intelligence can help organizations improve the performance of business processes--whether these processes are creative or operational, internally-focused or customer-facing, intra-departmental or across functions.

Nari Kannan

Nari Kannan started and serves as the CEO of appsparq, a Mobile Applications development company based in Louisville, KY with offices in Singapore and India. Nari has over two decades of experience in computer systems development, translating product and service strategy into meaningful technology solutions, and both people and product development. Prior to this, he has served as both Chief Technology Officer and Vice President- Engineering in six successful startups, two of which he co-founded. He has proven experience in building companies, engineering teams, and software solutions from scratch in the United States and India. Prior to this, Nari started Ajira Technologies, Inc., in Pleasanton, CA, where he served as Chief Executive Officer for more than six years. While at Ajira, Nari was instrumental in developing service process management solutions that modeled, monitored, and analyzed business processes, initially targeting the Business Process Outsourcing (BPO), Telecom, and Banking verticals in India, and Finance, Insurance, and Healthcare verticals in the United States. Prior to this, he served as VP-Engineering at Ensenda, an ASP for local delivery services. He also served variously as Chief Technology Officer or VP-Engineering at other Bay-Area venture funded startups such as Kadiri and Ensera. He began his career at Digital Equipment Corporation as a Senior Software Engineer. Nari has a long involvement with Customer Support and other customer facing processes. At Digital Equipment Corporation he was involved with their 1800 person customer support center in Colorado Springs, Colorado. He was tasked with coming up with innovative tools to help customer support people do their jobs better. He holds a U.S patent for a software invention that automatically redirected email requests for customer support to the right group by digesting the contents of the request and guessing at which software or hardware support group is best equipped to handle it. At Ensera, he led a 45 person team in developing an internet based ASP service for handling auto insurance claims, coordinating information flow between end-customers, Insurance companies, Repair shops and Parts suppliers. Ensera was acquired by Mitchell Corporation in San Diego. Nari holds a B.S. degree in Physics from Loyola College, and an M.B.A degree from the University of Madras in Madras, India. He graduated with a M.S. degree in Computer Science from the University of Massachusetts at Amherst in 1985. Contact Information: Nari Kannan. Email: nari@appsparq.com Mobile: 925 353 0197. Website: www.appsparq.com View more .


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