Click here to close now.



Welcome!

Microservices Expo Authors: Pat Romanski, Jason Bloomberg, Liz McMillan, Elizabeth White, Anders Wallgren

Related Topics: Microservices Expo, Java IoT, PowerBuilder, Microsoft Cloud, @CloudExpo, Apache

Microservices Expo: Article

From Efficiency to Effectiveness: The Role of Data

The excitement about Big Data is really about being able to take advantage of the data in which we are all awash

Efficiency may be the most commonly used term in enterprise software marketing - that or "ensure." And not without reason - efficiency is one of the key value propositions of most enterprise software, from collaboration tools, to productivity tools, to integration tools and beyond. At a certain point though, the gains to be achieved from efficiency become smaller and smaller and of lesser and lesser business significance.

This is resulting in a shift in focus from efficiency to effectiveness. At times, these goals are twin, but in many cases, they are not - the most effective allocation of resources may not be the most efficient - at least in the short-term. Managing an organization with an eye toward effectiveness can be a challenge, because business metrics are often tied to processes and other types of "discrete" pieces of work, and how quickly/efficiently they are completed. As a result, when an organization makes the shift to managing for effectiveness rather than efficiency, the metrics used to evaluate success typically have to be "leveled-up," that is, taken up to the level that really matters to the business. An example of this leveling up occurred several years back when customer service organizations changed their focus from shortening call times to increasing the rate of first call resolution. Resolving a customer issue on the first call may result in increasing the length of the call, but over the long term it is a more effective approach, because it may result in a shorter overall expenditure of the Customer Service Representatives' aggregated time, and will certainly result in more satisfied customers.

Operationalizing this "leveling-up" is not an easy task. Most of the greatest challenges associated with doing so relate to data. First, organizations must have an idea that their current efficiency-based metrics are not serving them well. The only way to know that your current practices are ill-serving you is to capture data to make that point. In the CSR example above, that means being able to find out that a customer has called multiple times. But the way that calls are typically handled, a case is created for each one, meaning that the data doesn't tell a story of a customer calling multiple times and taking the time of many different CSRs; instead, the data tells of ten individual calls, each of which lasted three minutes. The complexity of the problem is actually greater than this, because what happens more often than not in such cases is that a customer will try to resolve the problem by contacting the organization through multiple different channels - phone, Web, email, chat. Because the data is so often fragmented, organizations will typically find out about such broken practices through a series of irate letters and phone calls, or in the worst case scenario, in a drop-off in customers. Whatever the means of notification, at some point it becomes clear to the organization that they not only have a problem of misaligned incentives, but also a data problem. They then turn to the data to understand what has been going on in their organization and how to manage more effectively.

The story likely can be pieced together from the data, but the organization must still make sure they are asking the right questions - if "number of cold calls made" is not the right metric, what is? Once the right questions have been identified, then it's time to turn to the data. Because in most organizations the data to be captured was not set up with these higher-level goals in mind, getting the right answer from the data requires some work. The data across these various systems must be integrated and federated - all of the necessary data must be extracted from the various systems inside and out of the organization and loosely coupled so that the data is telling the whole story. It also requires cleansing the data and rationalizing it such that data about the same thing being captured in different systems is in sync.

It may be that even after having all of the data rationalized and accessible, the crucial data needed to manage the business more effectively is not currently being captured. This is a relatively small problem, with practically everything digitized and virtualized, there is very likely a way to capture the data an organization seeks. A common scenario is that the data is being captured, but in an off-premise cloud-based application or in a partner's application or it may be that the data is embedded in the activities carried out on social networks. In all of these cases, new technology makes the data accessible and manageable. As a result, so, too, are the answers to the real business questions of how to manage the business more effectively.

Data integration tools make it possible to integrate and federate data from cloud-based applications with on-premise systems, to incorporated data from third parties. The ability to use Hadoop MapReduce to take in and manage unprecedented volumes of data from social networks and other non-traditional sources makes it possible to truly have, manage and analyze all of your data. New social MDM technology means that you can tap into the data embedded in social interactions on social networks and use this to create an even more fully fleshed-out golden record for your customers.

In truth, it is the gains we have made in efficiency, in finding ever-more efficient ways to access, store and analyze data that make this turn towards effectiveness possible. Without being able to do all of the above in a time- and cost-efficient manner, it is not possible to use the data to manage more effectively.

In many ways, this is what the hype about Big Data is all about. The unarticulated and implicit excitement about Big Data is really about being able to take advantage of the data in which we are all awash and use it to manage our organizations more effectively than ever before. Managing for effectiveness looks different in every industry. In retail, managing for effectiveness is understanding customers - catering to them when, where, how and with what they want. In pharma, managing for effectiveness is limiting physician wash out, getting more clinical trial data more quickly, and being able to complete or pull the plug on trials faster based on the results of that data. In every industry, managing for effectiveness means using the power of data to make the best business decisions possible, getting a true return on data.

More Stories By Emily Burns

Emily Burns is responsible for Platform Product Marketing at Informatica. In that capacity, she has two principal roles. First, she evangelizes the benefits to be achieved from managing data as a key corporate asset, especially using the Informatica Platform. Second, she works to identify and communicate best practices and methodologies that demonstrate how to manage data as a corporate asset.

Prior to Informatica, Emily worked at Pegasystems and at TIBCO. While at Pegasystems, she led their case management product initiative. At TIBCO she was responsible for product marketing for the BPM suite. Emily holds a BS with majors in biochemistry and music, with an emphasis on piano performance. She is an avid reader, cook, and triathlete. Emily lives in Boston with her husband and two young sons.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@MicroservicesExpo Stories
With microservices, SOA and distributed architectures becoming more popular, it is becoming increasingly harder to keep track of where time is spent in a distributed application when trying to diagnose performance problems. Distributed tracing systems attempt to address this problem by following application requests across service boundaries, persisting metadata along the way that provide context for fine-grained performance monitoring.
The battle over bimodal IT is heating up. Now that there’s a reasonably broad consensus that Gartner’s advice about bimodal IT is deeply flawed – consensus everywhere except perhaps at Gartner – various ideas are springing up to fill the void. The bimodal problem, of course, is well understood. ‘Traditional’ or ‘slow’ IT uses hidebound, laborious processes that would only get in the way of ‘fast’ or ‘agile’ digital efforts. The result: incoherent IT strategies and shadow IT struggles that lead ...
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
SYS-CON Events announced today that AppNeta, the leader in performance insight for business-critical web applications, will exhibit and present at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. AppNeta is the only application performance monitoring (APM) company to provide solutions for all applications – applications you develop internally, business-critical SaaS applications you use and the networks that deli...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
If we look at slow, traditional IT and jump to the conclusion that just because we found its issues intractable before, that necessarily means we will again, then it’s time for a rethink. As a matter of fact, the world of IT has changed over the last ten years or so. We’ve been experiencing unprecedented innovation across the board – innovation in technology as well as in how people organize and accomplish tasks. Let’s take a look at three differences between today’s modern, digital context...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
The (re?)emergence of Microservices was especially prominent in this week’s news. What are they good for? do they make sense for your application? should you take the plunge? and what do Microservices mean for your DevOps and Continuous Delivery efforts? Continue reading for more on Microservices, containers, DevOps culture, and more top news from the past week. As always, stay tuned to all the news coming from@ElectricCloud on DevOps and Continuous Delivery throughout the week and retweet/favo...
In most cases, it is convenient to have some human interaction with a web (micro-)service, no matter how small it is. A traditional approach would be to create an HTTP interface, where user requests will be dispatched and HTML/CSS pages must be served. This approach is indeed very traditional for a web site, but not really convenient for a web service, which is not intended to be good looking, 24x7 up and running and UX-optimized. Instead, talking to a web service in a chat-bot mode would be muc...
In the Bimodal model we find two areas of IT - the traditional kind where the main concern is keeping the lights on and the IT focusing on agility and speed, where everything needs to be faster. Today companies are investing in new technologies and processes to emulate their most agile competitors. Gone are the days of waterfall development and releases only every few months. Today's IT and the business it powers demands performance akin to a supercar - everything needs to be faster, every sc...
At the heart of the Cloud Native model is a microservices application architecture, and applying this to a telco SDN scenario offers enormous opportunity for product innovation and competitive advantage. For example in the ETSI NFV Ecosystem white paper they describe one of the product markets that SDN might address to be the Home sector. Vendors like Alcatel market SDN-based solutions for the home market, offering Home Gateways – A virtual residential gateway (vRGW) where service provider...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
As software organizations continue to invest in achieving Continuous Delivery (CD) of their applications, we see increased interest in microservices architectures, which–on the face of it–seem like a natural fit for enabling CD. In microservices (or its predecessor, “SOA”), the business functionality is decomposed into a set of independent, self-contained services that communicate with each other via an API. Each of the services has their own application release cycle, and are developed and depl...
Web performance issues and advances have been gaining a stronger presence in the headlines as people are becoming more aware of its impact on virtually every business, and 2015 was no exception. We saw a myriad of major outages this year hit some of the biggest corporations, as well as some technology integrations and other news that we IT Ops aficionados find very exciting. This past year has offered several opportunities for growth and evolution in the performance realm — even the worst failu...
Are you someone who knows that the number one rule in DevOps is “Don’t Panic”? Especially when it comes to making Continuous Delivery changes inside your organization? Are you someone that theorizes that if anyone implements real automation changes, the solution will instantly become antiquated and be replaced by something even more bizarre and inexplicable?
Welcome to the first top DevOps news roundup of 2016! At the end of last year, we saw some great predictions for 2016. While we’re excited to kick off the new year, this week’s top posts reminded us to take a second to slow down and really understand the current state of affairs. For example, do you actually know what microservices are – or aren’t? What about DevOps? Does the emphasis still fall mostly on the development side? This week’s top news definitely got the wheels turning and just migh...
Test automation is arguably the most important innovation to the process of QA testing in software development. The ability to automate regression testing and other repetitive test cases can significantly reduce the overall production time for even the most complex solutions. As software continues to be developed for new platforms – including mobile devices and the diverse array of endpoints that will be created during the rise of the Internet of Things - automation integration will have a huge ...
Providing a full-duplex communication channel over a single TCP connection, WebSocket is the most efficient protocol for real-time responses over the web. If you’re utilizing WebSocket technology, performance testing will boil down to simulating the bi-directional nature of your application. Introduced with HTML5, the WebSocket protocol allows for more interaction between a browser and website, facilitating real-time applications and live content. WebSocket technology creates a persistent conne...