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Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
Enterprise Customer Master
CDI-MDM Spring SummitMotorola Enterprise Customer Master Case Study
March, 2007
Stephane PoulinMotorola Inc.Corporate IT Senior ManagerMDM - ECM project
2Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
2
Agenda
Why and What (10 min)
How (10 min)
Top 10 “Must Do” (15 min)
Business case overview and 2007 Capability Build out Roadmap (5 min)
Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
Motorola Enterprise Customer Master
WHY and WHAT
4Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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A case for Change
5Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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6Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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Goal StatementONE Enterprise wide, cross business, cross functional visibility of Motorola customer profile
ONE Customer Lifecycle Management process, End-to-End
ONE Federated organization servicing, governing and managing customer information
ONE centralized enterprise architecture, scalable and adaptable technologies enabling capabilities across business and across service functions
7Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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OpportunityTreat your Customer information as your Most Valuable Asset!
Leverage master data management process throughout the lifecycle of your customers, from “Prospecting” to the “Servicing”.
Leverage share services, center of excellence, corporate levers, to ensure standard, compliant, secure and governed information about your Customers.
Leverage enterprise architecture, portfolio management, corporate standards, 3rd party integrators and embed Master Data Management as an integral part of Customer centric projects.
ECM
BusinessFunctions &Portfolio ITG
ProposalsTargeting Sales &
Customer Care
Program Timelines System Migration Models
BusinessFunction toCapabilities
Mapping
Target SystemsModels
Information Exchange ModelsApplication Architecture
Data
Systems
Capabilities PlansPlans
ECM Data Model
Enterprise Customer Master Architecture
8Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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See the Future…Plan Backwards
2004 2005 2006 2007 2008 2009
Enterprise Architecture
introduces the need for Meta
and Master Data
Management as a core IT
service
IDEA
Prototype the Customer Data Hub, define a common
architecture and select
technologies, and service providers
BusinessCase
Build the team,
platform, data integration layer and
align with 1 enterprise business
initiative to deliver first capability
PlatformBuild out
Deliver business
capabilities and gradually
build the enterprise
customer as an asset
CapabilityBuild out
Fully integrated customer lifecycle
management process from prospect to customer service
AssetBuild out
Fully deployed
centralized Enterprise Customer
Master and Master Data Management
processes and
governance
ECMO
rgan
izat
ion
Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
Motorola Enterprise Customer Master
HOW?
10Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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Enterprise Information Management and ECM
Individual BUs repeat processes increasing integration needs and reducing efficiency
EIM consolidates enterprise data assets over-time and builds processes and governance to manage information with leading practices
Business Units and Global Function IT systems are seamlessly integrated with EIM. BU/GlobalFunction IT focus on business process improvement building on Globally Mastered Entities and Business Intelligence.
As an Enterprise initiative “EIM” is building synergies within and across our businesses!•Many business initiative and IT program are centered around the customer - but is challenged with lack of quality, consistency, enrichment capabilities, 360° view, data stewardship and governance
Past
Present
Supply Chain
Order Mgmt
Sales &Service
BPM
PLM
Marketing
Finance
CustomerMaster
ProductMaster
VendorMaster
ItemMaster
Analytics
EIM
Future
11Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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EIM – Visibility trackEnterprise Customer
Master ECM Operational track
Capabilities enabled
Summarized “Key Account” visibility to the Enterprise Total Order Book, seamlessly integrated and presented to the business.
Single source, standardized and enriched customer attributes, classifications and hierarchies that the information consumer can
drill into and across businesses.
Customer data quality visibility.
Capabilities enabledEnable customer centric business core processes, e.g. Account Management, Credit Risk Management, Sales Force Automation,
Marketing Campaign Management, etc…
Enable Finance Customer Share Services processes and tools, e.g. RCP, Order Management consolidation, Breakaway distribution,
Retail Channel Management
Embed high quality and enriched Customer information in both front and back office application landscape.
Deploy
ed vi
a Deployed via
Oracle Customer HubApplicationsData Cleansing & DQM
FTP
Oracle 11.5.10
WebMethods
EIM Enterprise DataWarehouse
D&B
Mobile Devices
ConnectedHome
N & E
Corporate
InformaticaETL
Oracle CustomerData Hub
Oracle CustomersData Librarian
Oracle ApplicationObject Library
Oracle CustomersOnline
Oracle Workflow_CORP
EnterpriseCustomerMaster
Customer Related Sys
Customer Master Profile
Customer Master
D&B Data
Address Validation RulesCustomer Master
Customer Master
Customer Master
Customer Master
Customer Information Control
Product Warranty
Inventory_Transactions
Inventory
Assets
Customer Contracts
Products
Order Status
Change Orders
Proposals
Customer Profile Enrichment
Customer Master
Finance Systems Supply ChainSales Systems
Service
Finance
Supply ChainMarketing
Sales
Customer Master Integration Layer
Oracle 11.5.10Siebel OnDemand [Oracle
CRM OnDemand]
Retail Channel Mgmt (RCM)
Siebel Enterprise
Order FulfillmentSystems
Oracle_AR_MD_
NA
Oracle_AR_CORP_FIN_ALL
Oracle AccountsPayable
Customer Profile+Contact
Customer Profile+Contact+3rd Party Enrichment
Customer Profile+Contact+3rd Party Enrichment+Issues+Contracts Customer Profile+Contact+
3rd Party Enrichment+Cust Account+Order
ECM Customer Master Application Architecture
Prospect to Customer Lead to Opportunity
Opportunity to Order
Issue to Resolution Contract to Renewal
Order to Cash Procure to Pay
Make to Order Plan to Fulfill
In Business Accts Receiveables
In Business Fulfillment
In-Business Order Mgmt
ECMEnterpriseCustomerMaster
iFOCUS AR
Party Profiles & Contacts
Party Profiles & Contacts
Party Profiles & ContactsParty Profiles & Contacts
Party Profiles & ContactsParty Profiles & Contacts
Party Profiles & Contacts
Account Profiles, Sites & Contacts
Account Profiles, Sites & Contacts
Party Profiles & Contacts
Party Profiles & Contacts
Account Profiles, Sites & Contacts
Party Sites, Contacts, Relationships
Party Profiles & Contacts
Customer Profiles
Customer Profiles
Customer Profiles
Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
TOP 10 “MUST DO”
13Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#1 Agree on a Definition of the Customer is…
14Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#2 Clearly define your Capabilities and the Success Indicators
15Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#3 Select your Technologies across all your solution stack
Oracle Customers OnlineOracle Customers Data LibrarianOracle eBusiness Center
Web methodsInformaticaFTPOracle batch loadD&BTrillium
Oracle TCAOracle 11iOracle 9.2.0.6TrilliumD&B
16Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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Customer Order Processing & Mgmt4.3.3
Customer Order Processing & Mgmt
Sales Forecasting4.2.2
Sales Forecasting
Customer RelationshipManagement
4.1.1
Customer RelationshipManagement
Sales ProposalManagement
4.2.3
Sales ProposalManagement
Allocation Planning &Order Promising
4.1.3
Allocation Planning &Order Promising
Billing and Invoicing4.3.1
Billing and Invoicing
Customer
Channel Development& Management
2.5
Channel Development& Management
Inventory Planning3.1.2
Inventory Planning
Demand Planning3.3
Demand Planning
Contract / SLA /Warranty Contract
Mgmt4.1.2
Contract / SLA /Warranty Contract
Mgmt
Sales
Returns & Disposal Management4.6
Returns & Disposal Management
Finance
Receivables Processing5.6.4
Receivables Processing
Service Supply Chain
4.035 Evaluate Demand byMarket and Customer
Segment [L2]
Prospect Opportunity Partner
Marketing
4.121 Manage RecurringOrders [L2]
4.072 Capture CustomerInformation [L2]
4.117 Receive and TrackCustomer Payments [L2]4.002 Account / Channel
Prioritization andResource Allocation [L1]
4.027 Third-Party DataEnhancement [L2]
3.080 Manage WarehouseInventory at Customer [L1]
3.025 Supply visibilityacross verticals [L2]
4.019 Enterprise Customer[L1]
4.016 CustomerSegmentation
Management [L1]
4.019 Enterprise Customer[L1]
4.019 Enterprise Customer[L1]
4.017 Customer Visibility[L1]
4.031 Conduct Competitiveand Market Analysis [L2]
4.019 Enterprise Customer[L1]
4.019 Enterprise Customer[L1]
4.165 Customer InvoiceGeneration [L2]
4.026 Single View ofCustomer [L2]
4.165 Customer InvoiceGeneration [L2]
4.007 ContactManagement [L1]
4.107 Online OrderCapture [L2]
4.102 Order Management[L1]
4.018 Data Governance[L2]
4.019 Enterprise Customer[L1]
4.025 Single Face toCustomer [L1]
4.026 Single View ofCustomer [L2]
4.083 Perform CustomerCredit Checks [L2]
3.013 Customer SLAs [L2]
4.025 Single Face toCustomer [L1]
4.106 Manage CustomerInvoice and Payments [L1]
4.013 Proposal / ContractManagement [L1]
4.029 Global ReturnLogistics [L1]
4.056 Consolidated SalesForecasting [L1]
5.041 Partner & CustomerSurveys [L2]
4.110 BusinessIntelligence [L1]
4.130 Predictive Modeling[L2]
2.002 Identify TargetMarkets [L2]
4.056 Consolidated SalesForecast [L2]
4.042 Sales Analytics [L2]
4.100 Decision Support /OLAP [L2] 4.001 Account / Channel
Categorization [L1]
4.003 Account / ChannelStrategy Definition [L1]
4.011 Manage CustomerHierarchy [L2]
4.026 Single View ofCustomer [L2]
4.019 Enterprise Customer[L1]
4.026 Single View ofCustomer [L2]
4.025 Single Face toCustomer [L1]
4.017 Customer Visibility[L1]
4.006 Service LevelMontoring [L1]
4.007 ContactManagement [L1]
4.011 Manage CustomerHierarchy [L2]
4.012 Customer Life CycleManagement [L2]
4.026 Single View ofCustomer [L2]
4.025 Single Face toCustomer [L1]
4.006 Service LevelMontoring [L1]
4.008 Cross-Sell / Up-Sell[L1]
4.122 Needs Assessment[L2]
4.105 Guided Selling [L1]
4.025 Single Face toCustomer [L1]
4.017 Customer Visibility[L1]
4.026 Single View ofCustomer [L2]
5.015 ContentManagement [L1]
4.018 Data Governance [L2]
Supply Plan fromForecasted
Demand
CustomerPayments(electronic)
Customer Master
D&B Data
Customer TieringGroups
Customer TieringGroups
Customer TieringGroups
Customer Contracts
Customer Master
Customer Hierarchy
Customer TieringGroups
Customer Profile
Customer TieringGroups
Customer TieringGroups
Customer TieringGroups
Customer LoyaltyAccounts
Customer Master Customer TieringGroups
Customer TieringGroups
Service LevelGroups
Customer InvoicePayments
Customer Hierarchy
Customer Hierarchy
Customer Hierarchy
ConsumerPreference & Needs
Service LevelGroups
Service LevelGroups
Guided SellingRecommendations
Customer Master
Customer TieringGroups
Cross Sell / Up Sell
Customer Hierarchy
Customer Hierarchy
Customer Master
Customer Profile
Customer Inventory
Market Segment
Demand Forecast
Customer OrderSchedules
Customer HierarchyCustomer CreditInformation
Customer Master
Customer Orders
Customer InvoicePayments
Customer Returns
Customer SalesInformation
Customer Hierarchy
Customer Hierarchy
Content
Customer Hierarchy
Sales Forecasts
Customer Hierarchy
Customer Hierarchy
Customer Surveys& Feedbacks
NeedsAssessment
Analysis
Customer Invoices
Customer Hierarchy
Customer Hierarchy
Online PromotionEffectiveness
Sales Forecasts
Sales Analytics
Sales Forecastsfrom Customer
Sales Forecastsby Product &
Region
Customer Contacts
Customer Hierarchy
CustomerPayments
Customer Contacts
CustomerProposals
CORP ECMInformation
Requirements toService Functions
(Composite Model)System ArchitectMon Feb 12, 2007
15:27Comment
Customer LifeCycle
ECM Information Requirements by Capability by Service Function
Make to Order Plan toFulfill
Order to Cash Procure toPay
Issue to Resolution Contract toRenewal
Opportunity toOrder
Prospect to Customer Lead toOpportunity
#4 Know your information requirements from all service functions and map it to a business capability
Customer RelationshipManagement
4.1.1
Customer RelationshipManagement
4.011 Manage CustomerHierarchy [L2]
Customer HierarchyInformation Requirement is mapped to Business capability 4.1.1 Manage Customer Hierarchy
17Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#5 Buy a Data Model, Evolve it, Deploy it by Entities and Monitor it.
CUST ACCOUNTSPrimary Key
"CUST ACCOUNT ID"[PK1]
Non-Key Attributes"PARTY ID""ACCOUNT NUMBER"STATUS"CUSTOMER TYPE""CUSTOMER CLASS
PARTIESPrimary Key
"PARTY ID" [PK1]Non-Key Attributes
"PARTY NUMBER""PARTY NAME""PARTY TYPE""VALIDATED FLAG""SIC CODE""HQ BRANCH IND"
CUST ACCOUNT ROLESPrimary Key
"CUST ACCOUNT ROLE ID"[PK1]
Non-Key Attributes"PARTY ID""CUST ACCOUNT ID""CURRENT ROLE STATE"
ORG CONTACTSPrimary Key
"ORG CONTACT ID" [PK1]Non-Key Attributes
"PARTY RELATIONSHIP ID"COMMENTS"CONTACT NUMBER""DEPARTMENT CODE"
CUST ACCT SITESPrimary Key
"CUST ACCT SITE ID"[PK1]
Non-Key Attributes"CUST ACCOUNT ID""PARTY SITE ID"
PARTY SITESPrimary Key
"PARTY SITE ID" [PK1]Non-Key Attributes
"PARTY ID""LOCATION ID""PARTY SITE NUMBER"
LOCATIONSPrimary Key
"LOCATION ID" [PK1]Non-Key Attributes
COUNTRYADDRESS1
INDUSTRIAL REFERENCEPrimary Key
"INDUSTRY REFERENCEID" [PK1]
Non-Key Attributes"INDUSTRY REFERENCE"
CERTIFICATIONSPrimary Key
"CERTIFICATION ID" [PK1]Non-Key Attributes
"CERTIFICATION NAME"
FINANCIAL NUMBERSPrimary Key
"FINANCIAL NUMBER ID"[PK1]
"FINANCIAL REPORT ID"
CONTACT POINTSPrimary Key
"CONTACT POINT ID"[PK1]
RELATIONSHIPSPrimary Key
CONTACT PREFERENCESPrimary Key
"CONTACT PREFERENCE ID"
EMAIL DOMAINSPrimary Key
PERSON PROFILESPrimary Key
EDUCATIONPrimary Key
CITIZENSHIPPrimary Key
PERSON LANGUAGEPrimary KeyPERSON INTEREST
Primary Key
CODE ASSIGNMENTSPrimary Key
"CODE ASSIGNMENT ID"
ORG CONTACT ROLESPrimary Key
ORIG SYS REFERENCESPrimary Key
FINANCIAL PROFILEPrimary Key
"FINANCIAL PROFILE ID"ORGANIZATION PROFILESPrimary Key
FINANCIAL REPORTSPrimary Key
CREDIT RATINGSPrimary KeyCUST PROFILE CLASSES
Primary Key"PROFILE CLASS ID" [PK1]
CUSTOMER PROFILESPrimary Key
CUST PROFILE AMTSPrimary Key
PARTY SITE USESPrimary Key
"PARTY SITE USE ID"
Person
ECM Customer Master Customer Account
has
has
has
is performed by
has
has
has
has
has
has
source for
has as a citizen
has education
may have
is located at
identifies
do business as
Deploy
18Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#6 Define the Information Exchange Architecture to support the Customer lifecycle, end-to-end.
19Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#7 Create a Capability Roadmaps From Strategic…
To capability build out.
20Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#8 Define the Customer management process, and centralize services as much as possible…
21Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#9 By defining the Who, and manage the Change.
Business organizational changes
22Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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#10 Find a Real Business Problem and be part of the solution, Get a Quick WIN!
Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
ECM – 2007
Business Case OverviewAnd 2007 Capability Build Out Roadmap
24Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
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Business Case
• Cost Savings– IT cost
• Software maintenance savings from consolidation of applications• Infrastructure savings from reduction of hardware needs and interfaces• IT resource efficiencies gained due to less effort required to maintain and enhance a single application
– Customer management• Finance share service organization efficiencies gained from a common process and system• Sales organization efficiencies from a common process and system
– Credit management• Avoid approving large customer orders based limited or outdated credit profiles• Lack of visibility to the total available credit for key accounts across businesses and within a business
• Cost Avoidance– Higher productivity due to a more stable application/less downtime (high availability platform and disaster recovery
platform)– Customer profile enrichment centralization with result in synergies and cost savings for the enterprise– Maintenance of legacy "non-Oracle" customer applications
• Profit from increase in sales– Increases sales due to improved:
• Visibility of customers demand across regional geographies within a given business and across businesses
Projected total program cost: Between $15M - $20MSpent to date: $4MNPV: $3.5MIRR: 100.3%ROI: 41%Payback: 18 months
Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006
Q&A
CDI-MDM Spring SummitMotorola Enterprise Customer Master Case Study
March, 2007
Stephane PoulinMotorola Inc.Corporate IT Senior ManagerECM program