BI SIG: Estimating The Impact Of Predictions



  • The Monthly Meeting of the Business Intelligence SIG



    Tilmann Bruckhaus, Ph.D., Sr. Business Intelligence Architect, Sun Microsystems, Inc.


    Presentation Overview

    I will share information about Sun's "Escalation Prediction (EP)" project and its business impact. EP aims to predict which known bugs in a software product have the highest risk of turning into customer escalations. When we engaged in this project we asked: what are the expected business impacts and ROI? Using data available in most organizations, we analyzed the expected business impact of the project on customer loyalty, sales, labor cost, and internal processes. In this talk I will show how we defined, analyzed, and presented the project's business impact, and how we tied it to meaningful business goals.


    About the Presenter

    Tilmann Bruckhaus, Ph.D.

    Over the last 16 years Dr Bruckhaus has worked in the software industries of Germany, Canada, and the United States. He has published and presented internationally, holds patents in image processing and object-oriented programming, and received an IBM Fellowship for Advanced Research. In 1996, he received a Ph.D. with Dean's Honors in Computer Science from McGill University, one of Canada's most prestigious Universities. Currently, he is with Sun Microsystems where he leads a data mining effort that aims to predict defect escalations, system outages and other critical business events. He can be reached at Tilmann.Bruckhaus@Sun.Com.


    Event Logistics


    Lucie Stern Center

    Community Room

    1305 Middlefield Rd.

    Palo Alto, CA


    6:30-7:00pm registration/networking/refreshments (please arrive before 7:00 PM)

    7:00-8:30pm presentation and discussion



    $15 at the door for non-SDForum members

    No charge for SDForum members

    Please call 408.494.8378 for student memberships

    No registration required

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