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ITS 835
Chapter 12
Measuring Performance at Intuit
Enterprise Risk Management
Dr. James C. Hyatt
Miguel Buleje
Introduction
Intuit’s ERM Journey
ERM Maturity Model
Benefits of Measuring Performance in ERM Models
ERM Performance Measurement and Reporting
Conclusion
Intuit’s ERM Journey
INTRO to Intuit: Biz and Financial Software Corporation. Offerings include QuickBooks, Quicken, Turbo Tax
Began with ad hoc risk management
Very common entry point
Escalated to ERM when seminal event occurred
Desire was to stop firefighting and start prevention.
Proactive approach, as resources were pulled from Operations
Intuit ERM Core Principles
Enterprise-wide risk framework
Risk assessment is ongoing
Focus on most significant risks
Ownership and accountability
Measure and monitor performance
ERM Maturity Model
Risk Management Maturity Model
Stakeholders Value increases as Risk Management Capability Increase
Ad Hoc Risk Management - Starting Point
Targeted Risk Management – progress and next step. More proactive. Organized.
Integrated Risk Framework – Really taking this the next level with formal framework. Value starts to increase
Risk Intelligence - Feedback loop. Really taking advantage to predict, and use intelligence to take action.
Risk Leadership – Move from Reactive to Proactive. Optimize and Capitalize positive outcomes around risk.
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Benefits of Measuring Performance in ERM Models
Key Performance Indicators (KPI)
Based on business objectives
Quantitative and qualitative KPI
Leading (looking into future/ predictive approach) and
Lagging (trending / historical performance) indicators
Input, process, and output indicators ( optimized for end to end processes).
KPIs must be
Tangible
Flexible
Standardized
Outcome or objective focused
ERM Performance Measurement and Reporting
First evolution - ERM process adoption
Second evolution – Risk Mitigation Process Management
Third Evolution – Multidimensional Risk Management Performance Measurement
Outcome: executive dashboard for reporting.
ERM Process Adoption
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Risk Mitigation Process Management
Multidimensional Risk Management Performance Measurement
3er Evolution
Culmination of INTUIT enterprise risk management: Dashboards
KPI status by risk.
Clear where attention goes, by Risk .
They do not care about green. Focus on Reds and Yellow.
At a glance exes are able to determine what risk would cause issues.
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Conclusion
At Intuit, risk management is everyone’s responsibility
ERM must be a core business competency
Coordination is a key to success
ERM Recognizes
Upside opportunity
Downside risk
ERM process is regularly audited
ERM is an integral part of Intuit’s operating model