COVID-19 RESPONSE PLAYBOOK
The current situation that businesses and employees across the world find themselves in is truly unprecedented. Supply chains have been disrupted, consumers have been forced to stay indoors and businesses have had to learn to operate in a new paradigm of Work From Home. We also find significant shifts in demand patterns – a move to online shopping, spike in demand for food & health related products, decrease in discretionary spending and a surge in customer service requests. At the same time the supply chains of providing products and services are significantly strained.
We are finding that businesses across industries are falling back on Data as the fuel to help navigate through this crisis. The key needs that business leaders have are :
1. Be able to take decisions based on the knowledge of what is happening and what might happen in the near term
2. Be prepared for the business scenario that would emerge immediately post the current crisis
3. Effectively engage with the employees across the organization in the new operating context
Data is at the center of all of this. Hence in order to help businesses tackle this situation, at Tiger Analytics, we have established a COVID-19 Response Task Force. We are providing businesses with our team of Data Scientists, AI experts and Visual Story Tellers to help answer key business questions through the offerings detailed below.
Industry Offerings
Operations Visibility
Deliver business continuity and performance dashboards around:
– Financial Health
– Customer/Channel
– Consumer experience
– Logistics
– Manufacturing
– Supplier
Active support to S&OP processes with visibility and analysis of options
Assess consumer sentiments based on social media posts and take corrective actions
Predicting Operations
Predict hotspots in operations based on insights into potential spread of the pandemic
Recast financial and operational plans:
– Demand plans & forecasts
– Manufacuring and Distribution plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts
Predict course of action based on an assessment of supply chain imapacts across:
– Supplier financial risk
– Input costs
Opportunity Maximization
Align Sales, Marketing, and Manufacturing & Inventory deployment plans based on:
– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of consumer behavior
– Rationalize SKU’s to focus on the most relevant SKU’s
Align plans to expected POST COVID-19 Patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics
Prepping for Next
Recasting plans:
– Recasting financial plans and scenarios
– Financial assessment and score carding of existing Opex and Capex plans
– Assessing impact on short term and long term costs
Normalizing data:
– Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities:
– Strengthen personalization and D2C planning and performance management
Employee Engagement & Productivity
Support and monitor employee health, engagement, and productivity in the new context of Work From Home and heath related concerns
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Deliver business continuity, visibility, and performance dashboards around:
– Store level demand pattern disruptions
– Supply chain and logistic bottlenecks
– Supplier risk
– Financial health and sustainability
– Store operations and labor constraints
– Customer behavior and channel preference changes
Active support to S&OP processes for scenario planning
Assess consumer sentiments based on social media posts and take corrective actions
Predicting Operations
Track emerging hotspots and predict store level demand pattern changes
Recast financial and operational plans:
– Demand plans & forecasts
– Inventory planning for leading /lagging categories
– Revenue, Margin and Cash flow models
– Labor planning & forecasts under multiple scenarios
Predict course of action based on an assessment of impact of:
– Evolving government guidelines
– Disruptions across the value chain
Opportunity Maximization
Align Merchandizing, Inventory, Pricing, Marketing deployment plans based on:
– Estimation of pent up demand v/s sustained changes in customer behavior (channel and shopping behavior)
– Margin risks due to changes in basket composition
– COVID-19 driven emerging categories
Align plans to expected POST COVID19 Patterns:
– Learnings from other countries and stores in leading geographies
– Assess trends from past pandemics / economic disruptions
Prepping for Next
Recasting plans:
– Recasting financial plans and scenarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short term and long term costs
Normalizing data:
– Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities:
– Strengthen personalization and D2C planning and performance management
Employee Engagement & Productivity
Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Actively collate news alerts on local guidelines and regulations on restaurants using crawlers. use text mining to collate information to a central database which can be used for:
– Monitoring compliance
– Measuring and improving reaction time
– Get back on track faster as situation eases to relay business
Menu Optimization and Reduction based on supply chain, operation efficiency, suitability for drivethru’ and contactless delivery
Predicting Operations
Recast financial and operational plans:
– Demand plans & forecasts
– Revenue, P&L and Cash Models including Franchise Liquidity
– Develop Labor Plans and Forecasts
Predict the course of action based on an assessment of supply chain impacts across:
– Supplier financial risk
– Input costs
Opportunity Maximization
Align Plans to expected Post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics
Revisit media strategy and mix for current situation e.g. reduce radio, increase TV, focus on message delivery
Align Sales, Marketing, Operations and Inventory deployment plans based on:
– Insights into buying behavior and channel shifts including drivethrus
– Study of customer behavior
– Rationalize menus to focus on the most relevant menu-items
– Focus on safety & cleanliness around food preparation & delivery
Prepping for Next
Normalizing data:
Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities:
Strengthen omnichannel personalization and customer services /support
Employee Engagement & Productivity
Support and monitor employee health, engagement and employee productivity in the new context of Work From Home and health related concerns at stores
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Recast performance dashboards for active monitoring of:
– Growth, profitability, operational, and customer success metrics
– Employee performance metrics with remote work being the new normal
Measure and improve the performance of digital engagement with customers and partners
Assess consumer sentiments based on social media posts and take corrective actions
Predicting Operations
Predict hotspots in operations based on insights into potential spread of the pandemic
Recast financial and operational plans:
– Demand plans and forecasts
– Anticipated claims
– Revenue, P&L, and Cash models
Predict how the current pandemic will:
– Impact new business acquisition
– Impact claims for the year
– Impact claims from patients with chronic illnesses
– Impact claims that are most likely to get into litigation to route them to right adjusters
– Impact service calls for the year
Opportunity Maximization
Align Sales, Marketing, and Product plans based on:
– Insights into buying behavior
– Insights into trends on claims
– Study of consumer behavior
Align plans to expected post COVID-19 patterns:
– Assess trends from past pandemics
Prepping for Next
Planning & Forecasting:
– Improve claims projection, capacity utilization, severity prediction, and reserving
– Improve service calls projection and call management
– Update models to help identify and predict pandemics in time
Assessing Risk:
– Enable pricing and underwriting teams to factor in pandemic correctly in overall risk assessment
– Assess the impact of reduced interest rates on pricing
Normalizing data:
– Assess and remediate planning and underwriting processes impacted on account of data issues
Strengthen Consumer Engagement:
– Strengthen personalization and consumer engagement based on 360 degree consumer insights
Claim process automation:
– Use Image Analytics to further support remote processing of claims
Employee Engagement & Productivity
Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Performance dashboards overlaying internal and external data to relay business continuity for business units
Analyze customer sentiments and workforce safety via social media and other live stream updates
Quick drill-down analysis with hyper-local trends on various asset classes. For example: mortgage, auto, business line of credit, deposit overdraft.
Predicting Operations
Hyper-localized estimates of required operations support based on external information of pandemic spread and public health actions for:
– Workforce safety (call centers, branches, agencies)
– Customer service (individuals and business)
Rapid identification and corrective actions models, scorecards, and associated strategy rules.
– Calculate overlays for existing models
– Identify model interdependencies
Create early warning metrics for business lending, especially on travel, entertainment and various retail sub-categories
Opportunity Maximization
Reconnect with the community:
– Identify temporary hardship vis-à-vis serious delinquencies
– Create targeted customer assistance programs such as waivers, forbearance, restructuring
– Execute special plans for Small Business
– Reduce balance outflow from high net-worth households
Reconnect with regulators and supervisors:
– Create sub-identification for assets distressed due to COVID-19
– Take advantage of various monetary policies from central banks (FRB, KfW, ECB) combined with fiscal policies from the government, such as CARES Act
– Maximize Community Reinvestment Act (CRA) considerations
Prepping for Next
Recast plans:
– Recast stress scenarios for a prolonged state of economic slowdown
– Reestimate or overlay credit losses (CECL), TDR, and revenue parameters
– Recalculate capital and liquidity metrics for short and long term forecast horizon
Normalizing data:
– Assess the viability of shock data in various planning processes and remediate the process impacted on account of data issues
– Include latest macroeconomic data from public sources and syndicated partners
– Retrain or redevelop scorecards and financial forecasts
Refocus on Customer:
– Strengthen personalization and consumer engagement based on 360-degree consumer insights
Employee Engagement & Productivity
Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Deliver business continuity and performance dashboards around:
– Financial Health
– Customer/Channel
– Customer experience
– Logistics (Inventory, Material Handling, Workforce)
– Manufacturing
– Supplier
Active support to S&OP processes with visibility and analysis of options
Assess customer sentiments based on social media posts and take corrective actions
Predicting Operations
Predict hotspots in operations based on insights into the potential spread of the pandemic
Recast financial and operational plans:
– Demand plans & forecasts
– Manufacturing & Distribution plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts
Predict the course of action based on an assessment of supply chain impacts across:
– Supplier/Partner financial risk
– Input costs
– Predict order fulfillment across customers
Opportunity Maximization
Align Sales, Marketing, Manufacturing, and Inventory deployment plans based on:
– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of customer behavior
– Rationalize SKU’s to focus on the most relevant SKU’s
– Sourcing strategy and alternate suppliers
Align plans to expected post COVID-19 Patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics
Prepping for Next
Recasting plans:
– Recasting financial plans & sccnarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short-term and long-term costs
– Develop distribution network and transportation plan
Normalizing data:
– Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities
– Strengthen personalization, D2C planning, performance management & Customer service/support
Employee Engagement & Productivity
Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health-related concerns
Predict and mitigate employee issues by assessing sentiments
Optimize labor/workforce
Operations Visibility
Deliver business continuity and performance dashboards around:
– Financial Health
– Customer/Channel
– Consumer experience
– Partner performance
– Business operations
Active support to operations and planning processes with data analysis
Assess customer sentiments based on social media posts and take corrective actions
Predicting Operations
Predict hotspots in operations based on insights into the potential spread of the pandemic
Recast financial and operational plans:
– Demand plans & forecasts
– Operational plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts
Predict the course of action based on an assessment of supply chain impacts across:
– Supplier/Partner financial risk
– Input costs
Opportunity Maximization
Align Sales, Marketing and Operations plans based on:
– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of consumer behavior
– Evolving services to meet the immediate consumer needs
Align plans to expected post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics
Prepping for Next
Recasting plans:
– Recasting financial plans & scenariosa
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing the impact on short-term and long-term costs
Normalizing data:
– Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities:
– Strengthen personalization and Customer service
Employee Engagement & Productivity
Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health related concerns
Predict and mitigate employee issues by assessing sentiments
Operations Visibility
Deliver business continuity and performance dashboards around:
– Financial Health
– Shipper
– Carrier
– Fleet/Assets
– Rates/Pricing
Active support to operational planning processes with visibility and analysis of options
Assess customer sentiments based on social media posts and take corrective actions
Predicting Operations
Predict hotspots in routes/lanes/distribution network based on insights into the potential spread of the pandemic
Recast financial and operational plans:
– Demand plans & forecasts
– Revenue, P&L and Cash models
– Develop labor plans & forecasts
Predict the course of action based on an assessment of supply chain impacts across:
– Carrier financial risk
– Capacity
– Routes
– SLAs
– Driver Shortage
Opportunity Maximization
Align Sales and Asset deployment plans based on:
– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products, geographies and modes of transporation
– Study of shipper behavior & SLAs
Optimize fleet/asset utilization
Optimize vehicle scheduling & routing
Use public and private data sources to optimize pricing
Align plans to expected post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics
Prepping for Next
Recasting plans:
– Recasting financial plans & sccenarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short-term and long-term costs
– Fleet management
Normalizing data:
– Assess and remediate planning processes impacted on account of data issues
Strengthen D2C capabilities:
– Strengthen the digital capabilities based on a strong platform enabling processes from lead generation to operations to performance management
Employee Engagement & Productivity
Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health related concerns
Predict and mitigate employee issues by assessing sentiments
Optimize labor/workforce
