Golden Rules [Best Practices] to tame the MDM/CDI Beast

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The C-level executives are puzzled rightfully, why CDI projects are so complex, time consuming and too expensive when the subject matter is simply the "CUSTOMER" data. Achieving nirvana for a robust CDI solution is far fetched given the maturity level at present of CDI/MDM technologies. It is in this context that this paper makes an attempt to provide a direction with golden rules [Best Practices], distilled with years of experience to smoothen any CDI implementation.

Objectives:
1) Discuss the challenges associated with customer data management
2) Present the Best Practices in managing the customer data
3) Discuss the importance of Data Quality and Data Governance

For white paper which has more detailed information of this presentation, please send an email. Email address is listed in the last slide of this presentation.

Published in: Technology, Business

Golden Rules [Best Practices] to tame the MDM/CDI Beast

  1. 1. Golden Rules [Best Practices] to tame the MDM/CDI Beast Session# 2666 Mani Kumar Manda Rhapsody Technologies, Inc. OAUG Collaborate 2009, Orlando, Florida Tuesday, May 5, 2009 ©2009 Rhapsody Technologies, Inc., All rights reserved. 1 Bringing People, Processes and Technologies together
  2. 2. “Guiding Clients through the lesser known path” Learning Objectives As a result of this presentation, you will • learn: Challenges of Customer Data Management The current state of CDI Technologies Golden Rules [Best Practices] for MDM/CDI Projects ©2009 Rhapsody Technologies, Inc., All rights reserved. 2 Bringing People, Processes and Technologies together
  3. 3. Speaker’s Qualifications Mr. Mani Kumar Manda had been working with Oracle Applications for over 15 years and has implemented Technology Solutions for clients in many industries. Mr. Manda is also the founder and chair for Customer Data Management SIG Mr. Manda is an active and frequent speaker of topics associated with Customer Data Management Mr. Manda is the President and Founder of Rhapsody Technologies, Inc., a consulting firm with specialization in implementing Customer Master/Customer Hub solutions. ©2009 Rhapsody Technologies, Inc., All rights reserved. 3 Bringing People, Processes and Technologies together
  4. 4. About Rhapsody ■ Founded in 1998 ■ A niche firm in implementing Master Data Management solutions ■ Offers Customer Data Quality Assessment Services ■ Offers MDM/CDI Strategy/Auditing/Evaluation Services ■ Offers services to build Semantic Customer Model for your organization ■ Offers Onsite Seminars that include Master Data Management, Customer Data Management, Customer Data Hub, TCA, Implementation strategies, Customer Data Modeling, etc. ■ Provides half day and one day CDI awareness sessions for C level executives, functional/departmental heads. ■ Provides a week long training on ‘Functional fundamentals of Customer Data Management’ covering topics such as challenges of customer data management, best practices, tasks that need to be considered, TCA and the features of the Oracle Customer Data Hub product. ©2009 Rhapsody Technologies, Inc., All rights reserved. 4 Bringing People, Processes and Technologies together
  5. 5. About Rhapsody Partial list of our Customers ADP DoubleClick Motorola Haworth Hologic KCI Office Depot Overland Storage Hologic Partial list of Industries Retail Advertising Manufacturing High-Tech Healthcare Services Some of Our Partners Oracle Dun & Bradstreet Trillium Deloitte Consulting Hub Solution Designs Transitions II ©2009 Rhapsody Technologies, Inc., All rights reserved. 5 Bringing People, Processes and Technologies together
  6. 6. Defining MDM for Customer Domain ©2009 Rhapsody Technologies, Inc., All rights reserved. 6 Bringing People, Processes and Technologies together
  7. 7. MDM for Customer domain according to Rhapsody is About establishing the Single Source of Truth, in other words a System • of Record that is reliable, available when needed and always maintained. About cross-referencing the Customer Data across heterogeneous • systems to establish a Single View of the Customer About providing 3600 view of the Customer. • About establishing a Data Governance structure for welfare of the • Customer Master solution by establishing Roles and Responsibilities; Policies and Procedures to maintain data quality on an ongoing basis About defining and maintaining Analytics and Segmentation to drive top • line growth (Revenue) and increase bottom-line (Profits) by increasing the effectivity of various business processes Increasing the operational excellence across the Enterprise • ©2009 Rhapsody Technologies, Inc., All rights reserved. 7 Bringing People, Processes and Technologies together
  8. 8. What is a 3600 view of the Customer? ©2009 Rhapsody Technologies, Inc., All rights reserved. 8 Bringing People, Processes and Technologies together
  9. 9. What is 3600 view of the Customer? Quotes Orders Invoices Receipts Service Contracts “Rather than Installbase Agreements Etc. thinking about the Customer itself, we need to think Inte about the relationship ract ions that exists with the Customer, and that lets us provide Superior experience.” er ips tom A ttr i Cus tionsh es bute - Mani Kumar Manda s i a Rel erarch Hi / Identity Attributes Name, Address, Education, etc. Behavioral Attributes Hobbies Tech Savvy, Old Timer, etc. Financial Attributes Income, Net worth, etc. Corporate Hierarchies Classification Attributes Business specific hierarchies Industry, Size, etc. Past relationships Relationship Attributes Staff and Family Information Account Number, Terms, etc. Affiliation with Professional Associations Segmentation Attributes Categorization, etc. ©2009 Rhapsody Technologies, Inc., All rights reserved. 9 Bringing People, Processes and Technologies together
  10. 10. Challenges of Customer Data! ©2009 Rhapsody Technologies, Inc., All rights reserved. 10 Bringing People, Processes and Technologies together
  11. 11. Nature of Customer Data Organization Name 1. Legal Name What’s in a Name? • 2. Doing Business As (DBA) Name 3. Customer Preferred Name – Customer Name for Organizations 4. Phonetic Name 5. Former (Previous) Name – Customer or Contact Name for Persons Contact/Person Name Locations 1. Multiple Parts • a. First (Given) Name b. Middle Name Contacts • c. Last (Sur or Family) Name d. Name Prefixes Phones • e. Name Suffixes 2. Nick Names Other • 3. No Last Names 4. Name changes thru Marriage/Divorce Locations Contacts Phones Other 1. IM IDs 1. Multiple Locations and Location Uses 1. Area code Changes Hotmail, Yahoo 2. Varying Attributes 1. Come and Go 2. Inter/Intra Office Moves 2. Social Networking States/Provinces/Prefectures/… 2. Role Changes 3. Multiple Phone Numbers Facebook, Myspace 3. Formatting by Country 3. Inter/Intra Office Moves Home, Mobile-Personal 3. Professional Networking 4. Right Field Wrong Purpose 4. Name Changes Work, Mobile-Work LinkedIn 5. Postal Code variations Fax 4. Blogging IDs Twitter ©2009 Rhapsody Technologies, Inc., All rights reserved. 11 Bringing People, Processes and Technologies together
  12. 12. Short Video ©2009 Rhapsody Technologies, Inc., All rights reserved. 12 Bringing People, Processes and Technologies together
  13. 13. Customer Data is Dynamic – Facts 17% of Business Names change in a year (D&B) • i.e., 11 companies change their name in next 60 minutes – US population will grow to 394 Million by 2050 (Census Bureau) • Growth of 2.5 Million each year including 1 Million through immigration – During 1995, 2.3 Million Marriages and 1.2 Million divorces took place (Census Bureau) • 6400 marriages a day – 3200 divorces a day – About 14% of the nation’s population moves every year • Generating 45 million address changes (USPS) – And 18% of telephone number changes – Mail is big business (USPS) • Mailing is $900 billion a year – Correspondence & transactions — $36 billion – Business advertising — $18.9 billion – Expedited delivery — $5.5 billion – Publications delivery — $2.2 billion – Standard package delivery — $2.2 billion – International mail — $1.8 billion – ©2009 Rhapsody Technologies, Inc., All rights reserved. 13 Bringing People, Processes and Technologies together
  14. 14. Data Quality - Global Challenges[1] 36+ Personal Name Formats • Personal names, company names and job titles differ in terms of order, casing, gender coding and – titles etc., by language, country and region. US • First Name, Middle Name(s) (or Initial) and Last Name – Last Name followed by First Name with ‘comma’ after the Last Name – France • LAST NAME (in Upper Case) followed by First Name – Japan • Given names are not used in business. Family Name + Job Title are used for business correspondence. – Mexico • First Name, Family Name followed by Mothers family name – 241 Countries • Around 5,000+ languages (dialects) • Has specific scripts – Writing directions – 130+ address formats • Addresses vary in terms of required content, order, numbering, casing, postboxes and postal – coding by language, country and region. Lack of address validation references in all countries – Addresses changes are not available in all countries – [1] Various Sources -- Harte-Hanks, OASIS, Merriam Webster’s Guide to International Business Communications ©2009 Rhapsody Technologies, Inc., All rights reserved. 14 Bringing People, Processes and Technologies together
  15. 15. Data Quality - Global Challenges … Other Data formats – dates, time, numbers can be very diverse based on • language, country and region – MM/DD/YY in US until Year 2000 and MM/DD/YYYY after that – DD/MM/YY in India – DD-MON-YY or DD-MON-YYYY in Oracle Applications Cultural Issues • Multiple Character Sets • Privacy Issues • Attitudes to data ownership • ©2009 Rhapsody Technologies, Inc., All rights reserved. 15 Bringing People, Processes and Technologies together
  16. 16. Corporate Asset “One of the most valuable asset of any Organization is its customer information. Everyday millions of dollars in potential profits are lost at many organizations due to inability to provide reliable, accurate, well maintained and readily available customer data.” Mani Kumar Manda ©2009 Rhapsody Technologies, Inc., All rights reserved. 16 Bringing People, Processes and Technologies together
  17. 17. Current State of CDI Technologies ©2009 Rhapsody Technologies, Inc., All rights reserved. 17 Bringing People, Processes and Technologies together
  18. 18. Current State of CDI Technologies • The CDI and MDM Technologies are still evolving • Vendor focus is varied – Domain specific solutions – Common platforms for multiple domains of MDM • Consolidation among Vendors will continue – Eventually small and niche players gobbled up by large players • Implementation approaches are still evolving • Lack of Awareness and Knowledge both at the User level and Consulting level ©2009 Rhapsody Technologies, Inc., All rights reserved. 18 Bringing People, Processes and Technologies together
  19. 19. Oracle’s MDM Foot Print Supplier MDM Sites/ Customer Product COA COA Domains Customer Locations Analytical Operational MDM Applications MDM Apps Analytical Hub Financial Hub Site Hub MDM UCM CDH PIM Apps Biz Hyperion Siebel Oracle eBusiness Suite Apps DRM ©2009 Rhapsody Technologies, Inc., All rights reserved. 19 Bringing People, Processes and Technologies together
  20. 20. Golden Rules [Best Practices] ©2009 Rhapsody Technologies, Inc., All rights reserved. 20 Bringing People, Processes and Technologies together
  21. 21. Best Practices – Rhapsody’s “The TWENTY FIVE Golden Rules of CDI©” 1. Executive (CXO) Sponsorship 13. Implementation Approach 14. Data Quality Metrics 2. Data Governance Program 15. Hybrid Project Implementation 3. Stakeholders with Enforcement Methodology Authority 16. Go beyond the Identity Data, in 4. Strong Data Stewardship stages 17. Data Profiling 5. Trading Community Model (TCM) 18. Enrich Data 6. Design Considerations 19. Data Standardization 7. Conceptual Customer Model 20. Validate Addresses 8. Canonical Designs 21. Classify, Classify, Classify !!! 9. Define and Enforce Data Security 22. Analytical Use Cases 10. Data Privacy 23. Certify Data 24. Latest Versions 11. Regulatory Compliance 25. Search UI with robust Parameters 12. DPL Compliance ©2009 Rhapsody Technologies, Inc., All rights reserved. 21 Bringing People, Processes and Technologies together
  22. 22. 1. Executive (CXO) Sponsorship • To succeed you must have CXO (executive) support for CDI/CDH initiatives • Many projects that do not have CXO support or lost support soon after launching the initiative have failed • An increasing number of projects are facing challenges (Reference—Gartner: The Top Seven Trends for Master Data Management in 1Q08) – • Not only Securing but ongoing support of Executive is very important for long term success • Making a Business Case – Defining ROI – Create Upside potential vs. avoid downside Risks ©2009 Rhapsody Technologies, Inc., All rights reserved. 22 Bringing People, Processes and Technologies together
  23. 23. 2. Data Governance Program Establishing Data Governance is all about • establishing the framework for the “decision rights” and “accountability” for the welfare of the data Data Governance initiative as part of • MDM project is a must You must begin the Data Governance in • parallel with other parts off the project Data Governance program should be • designed at the Enterprise level addressing multiple domains of MDM, not just CDI Base framework established by the time • Analysis phase is done, but no later than early design phase ©2009 Rhapsody Technologies, Inc., All rights reserved. 23 Bringing People, Processes and Technologies together
  24. 24. Data Governance and Data Management Framework and Structure EXECUTIVE EMPOWERMENT CEO EXECUTIVE CM O CI CF O Council O O CO CXO(s) ERP & CRM Membership HR & Other Marketing Finance Service Sales HR IT Data Governance Council Impact Analysis Data Security Change Control Compliance Data Governance Liaison Data Stewards Data Management Project Management Data Management App. Experts BI/Analytics Data Quality Document- Functional Cust. Data Training Organization Experts Experts SME’s SME’s ation ©2009 Rhapsody Technologies, Inc., All rights reserved. 24 Bringing People, Processes and Technologies together
  25. 25. Come Together Business IT ©2009 Rhapsody Technologies, Inc., All rights reserved. 25 Bringing People, Processes and Technologies together
  26. 26. 3. Stakeholders with Enforcement Authority • Data Governance Council must have stakeholders that have enforcement authority – Otherwise the good decisions that are made by the council get lost resulting in project failures • You should include Departmental Heads, Business Unit Leaders, at least one of key CXO – Governance council is not the place for some one who does not have enforcement responsibilities. – Senior persons with correct background who want to take part or need to take part in CDI initiative that do not have enforcement responsibility can be part of Data Steward Team. ©2009 Rhapsody Technologies, Inc., All rights reserved. 26 Bringing People, Processes and Technologies together
  27. 27. 4. Strong Data Stewardship • Data Stewardship team is the one facilitating many decisions associated with data elements related to CDI domain – What attributes to host in CDI instance? – What entities should be brought over to CDI? – What is the phasing approach? – To what extent standards should be enforced for Source Applications – Departmental Politics • Identify Data Stewards internally – Provide training to internally recruited Data Stewards ©2009 Rhapsody Technologies, Inc., All rights reserved. 27 Bringing People, Processes and Technologies together
  28. 28. MDM – A foundational Application “he who does not lay his foundation beforehand, may by dint of great ability lay them afterwards, yet it must be with the most extreme labour on the part of the architect and with the greatest danger to the building” taken from “The Portfolio” - Vol. 7 (1819) ©2009 Rhapsody Technologies, Inc., All rights reserved. 28 Bringing People, Processes and Technologies together
  29. 29. 5. Trading Community Model (Semantic Model) A fresh business perspective with an objective to identify the people and • the entities and all relationships between them should be done at an early stage of the CDI project – The TCM is not based on any application rather it is focused completely on business This will facilitate the decision of what people, entities and relationships • to host in CDI Instance Surprise Factor • – At several clients, this task revealed surprises: • Good portion of people, entities and relationships were never captured in any application in the first place. Of those missing, some are very critical to the business • No single person or department has complete view of the Trading community. It often took interviewing about 100 to 200 people from various business units and departments to be able to put this portrait (picture) together ©2009 Rhapsody Technologies, Inc., All rights reserved. 29 Bringing People, Processes and Technologies together
  30. 30. A sample trading community of a Financial Institution ©2009 Rhapsody Technologies, Inc., All rights reserved. 30 Bringing People, Processes and Technologies together
  31. 31. 6. Design Considerations Your Customers Business Design Considerations How you Your Business Intend to do Business? ©2009 Rhapsody Technologies, Inc., All rights reserved. 31 Bringing People, Processes and Technologies together
  32. 32. 6. Design Considerations … 1. How does your Customer Operates their business and how are they organized? Has multiple Branches and Divisions – Global Player – Number of Business Units – Centralized vs. Decentralized – 2. How do you want to do business with your Customer? Treat Customer as one Entity vs. each branch or division or business unit as separate – entity At what level of the Customer do you want to track? – Answers to Question 1 & 2 determines how many Parties need to be created for the Customer. ©2009 Rhapsody Technologies, Inc., All rights reserved. 32 Bringing People, Processes and Technologies together
  33. 33. 6. Design Considerations … 3. How is your business organized? Global vs. Local – Number of business units (lines) – Profitability and Accountability tracking within the firm – How are Sales teams organized? – How many accounts gets created is influenced by answers to Q.2 and Q.3 ©2009 Rhapsody Technologies, Inc., All rights reserved. 33 Bringing People, Processes and Technologies together
  34. 34. 6. Design Considerations … 4. How much you want the D&B Data to influence? Model along D&B Data (DUNS Number) – Capture customer entities regardless of biz relationship – How much to maintain? – 5. Does Your Legacy System continue to exist? Do Oracle Customer and Transactional Data need to be interfaced back to Legacy – system? Any other systems need Customer and Transactional Data besides Legacy system? – How many parties gets created is also influenced by the answer to Q.4 and probably by answers to Q.5 ©2009 Rhapsody Technologies, Inc., All rights reserved. 34 Bringing People, Processes and Technologies together
  35. 35. 7. Conceptual Customer Model • The flexible functionality of a CDI solutions leads into the ability to create same set of customer data in multiple ways – For example in Oracle CDH, the TCA allows you to create customer data in many ways – If you have a customer with 3 locations • Option#1 – Site Centric Model – Create One party with 3 locations • Option#2 – Party Centric Model – Create Three parties with each party having one location and relate these parties to form a (corporate) hierarchy • Option#3 – Some where between Option #1 and Option #2 Customer Usability Model ©2009 Rhapsody Technologies, Inc., All rights reserved. 35 Bringing People, Processes and Technologies together
  36. 36. Option #1 - Site Centric Model Widely known as Old AR model Release 11 Model ©2009 Rhapsody Technologies, Inc., All rights reserved. 36 Bringing People, Processes and Technologies together
  37. 37. Option #2 - Party Centric Model ©2009 Rhapsody Technologies, Inc., All rights reserved. 37 Bringing People, Processes and Technologies together
  38. 38. 8. Canonical Designs Adopt an open standard based Canonical • Mapping for integrating data between Source Applications and CDH and CDH and Target Applications – Open Applications Group (http://www.openapplications.org) The Canonical format should be • accommodating needs at enterprise level, not at departmental or a specific application level – Global Design with Phased Implementation If needed, start with a standards based canonical • model and customize it further Some products support open standards • – CDH with their Application Integration Architecture (AIA) and Process Integration Packs (PIP) leverages OAGIS standards ©2009 Rhapsody Technologies, Inc., All rights reserved. 38 Bringing People, Processes and Technologies together
  39. 39. 9. Define and Enforce Data Security • Data security is important for a global CDI solution • Carefully evaluate users in terms of their access requirements • Utilize built in security functions of the tool – Data Sharing and Security (DSS) functionality in CDH • Make sure to identify all regulatory requirements for data Security – Doing otherwise will lead the firm into regulatory nightmare – Recent Examples • Lost data – BNY Mellon Shareowner Services lost Tapes containing SSN data • Hacks – TJ Maxx (TJX) pegs data breach tab at $118 Million ©2009 Rhapsody Technologies, Inc., All rights reserved. 39 Bringing People, Processes and Technologies together
  40. 40. 10. Data Privacy Data Privacy in a digital age is very important • – Pertains to Personally Identifiable Information (PII) – Laws • US – Federal Laws » Privacy Act of 2005 – Attempts to strictly limit the display, purchase or sale of PII without the person’s consent » Anti-Phishing Act of 2005 – To prevent the acquiring of PII through phishing. » HIPAA – Health Insurance Portability and Accountability Act – Patient Information » Social Security Number Protect Act 2005 – Limit the distribution of SSN » Identity Theft Protect Act 2005 – Limit the distribution of SSN » Information Protection and Security Act of 2005 » Consumer Privacy Protection Act of 2005 » Wireless 411 Privacy Act » US ‘Safe Harbor’ Rules (EU Harmonization) » Title 18 of United States Code, Section 1028d(7) – State Laws » California – OPPA – Online Privacy Protection Act of 2003 ©2009 Rhapsody Technologies, Inc., All rights reserved. 40 Bringing People, Processes and Technologies together
  41. 41. 11. Regulatory Compliance Fair Credit Reporting Act • – Regulates the collection, dissemination and use of consumer credit information Gramm-Leach-Bliely Act • – Requires all financial companies in US to put policies and procedures that govern the collection, disclosure and protection of consumers non-public personal information (PII) HIPAA • – Requires all healthcare organizations to use National Provider Identifier (NPI) in claims submitted to CMS SOX • – The Section 404 of Sarbanes-Oxley Act requires Organizations to take an active interest in the accuracy, consistency and timeliness of the data SEC • – Requires public companies to report risk exposure for bottom-line and top line numbers ©2009 Rhapsody Technologies, Inc., All rights reserved. 41 Bringing People, Processes and Technologies together
  42. 42. 12. DPL Compliance Denied Party List (aka DPL) is a list of persons and entities with whom no one should be doing business with. US • – Department of Treasury Specially Designated Nationals and Blocked Persons (SDN) • Narcotics Trafficking Sanctions • Anti-Terrorism Sanctions • Non-proliferation Sanctions • – Bureau of Industry and Security • Denied Persons List • The Entities List – FBI • Most wanted list • Issued Watch List – US Department of State • Debarred Parties List • Designated Terrorist Organizations ©2009 Rhapsody Technologies, Inc., All rights reserved. 42 Bringing People, Processes and Technologies together
  43. 43. ©2009 Rhapsody Technologies, Inc., All rights reserved. 43 Bringing People, Processes and Technologies together
  44. 44. 13. Implementation Approach • CDI/CDH – Stand Alone environment CDH – Decisions can be made independent of operational system SOA – Can apply patches when needed – Implementation cycle not dependant upon operational application EBS • CDI/CDH – Operational eBusiness Suite (EBS) – Reduced Licensing Costs – Inability to apply patches when needed EBS – Implementation cycle is influenced by CDH operational needs of other modules – Modeling impact ©2009 Rhapsody Technologies, Inc., All rights reserved. 44 Bringing People, Processes and Technologies together
  45. 45. 14. Data Quality Metrics • No CDI initiative will be fully successful, unless – Data Quality objectives are set upfront – The quality of the initial data is measured – The data can be monitored over a period of time to identify the increase in data quality • The project must include the time and resources for defining Data Quality Metrics, Procedures that facilitate the tracking of Data Quality Metrics and reporting of improvement in data quality ©2009 Rhapsody Technologies, Inc., All rights reserved. 45 Bringing People, Processes and Technologies together
  46. 46. 15. Hybrid Project Implementation Methodology • Many CDI projects often take years to complete to obtain the vision of 3600 view, if at all one reaches that destination • Risk of losing executive and/or user support • Approach the project with global design but phased implementation • Mature the CDI initiative in an incremental manner ©2009 Rhapsody Technologies, Inc., All rights reserved. 46 Bringing People, Processes and Technologies together
  47. 47. Project Implementation Approach – Spiral Methodology Incorporate LL Requirements Support Validation & Prioritization Evaluate As-Is Study Lessons Learned (LL) 4 4 Acceptance Test Plan Maintain 3 Requirements Support & & Analysis Evaluate 2 2 3 1 1 1 1 2 2 3 3 Implement Design 4 Build/Develop, 4 Unit Test Architecture Integration Test Design System Test, UAT, CRP1, 2, … Training Production Rollout ©2009 Rhapsody Technologies, Inc., All rights reserved. 47 Bringing People, Processes and Technologies together
  48. 48. 16. Go beyond Identity Data – In Stages • Identity data is a must to achieve the single view of the Customer – Even then – Bring One source at a time into CDI • Data for which CDI is also suitable is – Account Layer – Industry specific information • Healthcare – Hospital information such as specialties, number of beds, physicians, … – Segmentation • Make sure that the CDI instance matures over a period of time in multiple phases ©2009 Rhapsody Technologies, Inc., All rights reserved. 48 Bringing People, Processes and Technologies together
  49. 49. Replication of Customer Data n tio fo a ic In pl fic Ap eci Sp ip Usually this data is is sh n f o not replicated nI tio t) across applications la n R e c ou c (A fo In y A good portion of the tit data is replicated en Id across many applications Most of this data is replicated across applications ©2009 Rhapsody Technologies, Inc., All rights reserved. 49 Bringing People, Processes and Technologies together
  50. 50. 17. Data Profiling • Helps in identifying – The good data that can be brought over to CDI Application – Bad data that can be ignored or fixed prior to conversion – Attributes that can be Standardized – Identify the data that is misrepresented • Data Profiling is a must do task – Done prior to Conversion usually during early stages of Analysis – Done periodically after go-live to monitor the state of data quality • Invest in a third party tool to facilitate the data profiling – OWB – Trillium (a unit of Harte-Hanks) ©2009 Rhapsody Technologies, Inc., All rights reserved. 50 Bringing People, Processes and Technologies together
  51. 51. If you think Customer data is bad….. ©2009 Rhapsody Technologies, Inc., All rights reserved. 51 Bringing People, Processes and Technologies together
  52. 52. The data profiling reveals … ©2009 Rhapsody Technologies, Inc., All rights reserved. 52 Bringing People, Processes and Technologies together
  53. 53. 18. Enrich Data • Data enrichment is often necessary step for many businesses – D&B data to build corporate hierarchies • Industry specific content providers – Healthcare • Verispan • Solucient • Sherlock • Multiple providers may be needed some times ©2009 Rhapsody Technologies, Inc., All rights reserved. 53 Bringing People, Processes and Technologies together
  54. 54. 19. Data Standardization • It is important to standardize the data for better data quality – Use third party tools for data standardization – Or build custom routines to standardize the data prior to or as part of conversion • Not all tools can help you standardize – CDH can not standardize the data – But can standardize the data for identifying duplicates only ©2009 Rhapsody Technologies, Inc., All rights reserved. 54 Bringing People, Processes and Technologies together
  55. 55. 20. Validate Addresses • It is critical to validate and standardize the address data to facilitate better duplicate identification • Use the Vendor whose solution is pre-integrated with the tool (For example – Trillium and First Logic for CDH) ©2009 Rhapsody Technologies, Inc., All rights reserved. 55 Bringing People, Processes and Technologies together
  56. 56. 21. Classify, Classify, Classify !!! • It is important to identify all classification requirements of all consuming applications • Classify data as many ways as important to the business • Classify at an appropriate level – Party Level classification is not suitable for Account level entities • Classification will facilitate the better intelligence of numbers such as Sales, Receivables, etc. ©2009 Rhapsody Technologies, Inc., All rights reserved. 56 Bringing People, Processes and Technologies together
  57. 57. 22. Analytical Use Cases • It is important to take into consideration of requirements (in other words use cases) of Business Intelligence and Data warehousing applications, which are downstream applications to CDI application • Could be as simple as data that is basis for Segmentation • May Influence other analytical requirements ©2009 Rhapsody Technologies, Inc., All rights reserved. 57 Bringing People, Processes and Technologies together
  58. 58. 23. Certify Data • Provide a means to identify the data that has been reviewed and validated • Search results should show the certification status of the data • Various capabilities in tools – CDH allows to mark the data with custom defined certification levels and reasons – Not all tools have this capability ©2009 Rhapsody Technologies, Inc., All rights reserved. 58 Bringing People, Processes and Technologies together
  59. 59. 24. Latest Versions • The overall MDM is still maturing resulting in change in approaches and functionalities in a product • The products in this space are rapidly increasing their functionality as well as fixing bugs • Must upgrade to a latest Version – Upgrading to R12 of CDH – Latest versions provide new capabilities • Business Object level integration vs. granular integration • Must also apply all latest patches – High level of Bugs requiring frequent patch application – Spend time upfront in identifying patches in the functionality that you plan to utilize ©2009 Rhapsody Technologies, Inc., All rights reserved. 59 Bringing People, Processes and Technologies together
  60. 60. 25. Search UI with robust parameters • Should be able to query based on all key attributes • Common perception is to provide key identity attributes • You should also provide the ability to search based on Source System References • Ability to filter the result set by source systems • Role based Search Parameters ©2009 Rhapsody Technologies, Inc., All rights reserved. 60 Bringing People, Processes and Technologies together
  61. 61. CDM SIG – To Become a Member Do one of • You can join CDM SIG from OAUG site at http://www.oaug.com Send a blank email to cdmsig-subscribe@yahoogroups.com • Go to CDMSIG Yahoo group at http://groups.yahoo.com/group/cdmsig • and click on ‘Join this Group’: Or send an email to mmanda@rhaptech.com expressing your interest in • becoming CDMSIG member. You will receive membership application in reply. Upon sending the completed form to mmanda@rhaptech.com, your membership will be enabled. Members can post their questions, comments, etc., by sending an email to • cdmsig@yahoogroups.com. You will have to become member in order to post to this forum. ©2009 Rhapsody Technologies, Inc., All rights reserved. 61 Bringing People, Processes and Technologies together
  62. 62. oy ©2009 Rhapsody Technologies, Inc., All rights reserved. 62 Bringing People, Processes and Technologies together
  63. 63. Crystal Ball (5 to 10 years down the line) The value of data will be treated as an Asset on the balance sheet • (Accounting Wise) Data Governance will become mandatory (Regulatory perspective) • Reporting on data quality metrics becomes a necessary KPI in • financial statements CXO’s held responsible for data quality • – lax in quality could become a punishable offense CGO – Creation of a Chief Governance Officer as an executive level • position with CGO possibly reporting to CEO/CIO CPO – Chief Privacy Officer possibly reporting to CGO • – This role exists in some web-centric organizations IT will be looked upon as a key enabler in meeting above • requirements ©2009 Rhapsody Technologies, Inc., All rights reserved. 63 Bringing People, Processes and Technologies together
  64. 64. QUESTIONS ANSWERS ©2009 Rhapsody Technologies, Inc., All rights reserved. 64 Bringing People, Processes and Technologies together
  65. 65. Q Session# 2666 & QUESTIONS A ANSWERS Can be reached at: Mani Kumar Manda Rhapsody Technologies, Inc. 1700 Park Street, Suite 205 Naperville IL 60563 Phone: 630-717-1809 Email: MManda@RhapTech.com Special Interest Groups: http://cdmsig.oaug.org http://groups.yahoo.com/group/cdmsig http://groups.yahoo.com/group/ucmsig http://groups.yahoo.com/group/cdi-mdm-jobs Latest Versions can be obtained from: http://www.rhaptech.com/resources.html ©2009 Rhapsody Technologies, Inc., All rights reserved. 65 Bringing People, Processes and Technologies together

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