Foundational Tools Needed to Deploy a Successful Customer MDM Program Jack C Crawford, Senior Director Business Practice Management Allergan, Irvine, California All views and statements are the author’s and not those of my employer or any other organization or individual. Business title used for identiﬁcation. All images and quotations provided for fair use educational purposes.
All the contents ofDisclaimer this presentation and discussion are the personal views of the author/ presenter and do not represent the position of his employer or any other entity
“If anything is certain, it is that change is certain.” “The world we are planning for today will not exist in this form tomorrow.” Philip Bayard Crosby, DPM The Father of “Zero Defect Management”
In our industry today: ! Needs are rapidly increasing ! Customer master data management (MDM) is expanding ! Successful change will rely on a solid MDM foundation ! We each have a unique combination of systems in our enterprises
Expanding customer master data Source: Eyerman, J.R., Life, July 1950, “Expanding balloon illustrates in two dimensions the theory of the expanding universe, Los Angeles.
Who touches master data? Promotion Commercial Compliance Analytics MDM! Information Finance Services
Change needs an MDM foundation ! Commercial spend tracking ! Clinical trials and studies ! Data warehouse design and analytical tools Image: City of Newport Beach, California, Civic Center Construction.
A mythical beast? We each have a diﬀerent hydra of applications, systems and programs Image: John Singer Sargent (1856-‐1925), Boston Museum of Fine Arts.
Strategic intent? ! Strategy – strat·∙e·∙gy /ˈstratəjē/στρατηγία ! “Oﬃce of general, command, generalship” 1 ! “A pattern in a stream of decisions” 2 ! “the determination of the basic long-‐term goals and objectives of an enterprise, and the adoption of courses of action and the allocation of resources necessary for carrying out these goals” 3 ! “A plan of action or policy designed to achieve a major or overall aim.” 4 1 Liddell, H.G. and Scott, R., A Greek-‐English Lexicon, on Perseus Digital Library 2 Mintzberg, Henry, PhD, McGill University 3 Chandler, A.D., Strategy and Structure, MIT Press, Cambridge, Mass., 1962 4 Google Dictionary
The Requirement ! Strategic 1 business process improvement 2 ! How is data: ! acquired? 3 ! managed? ! maintained? 4 ! shared cross-‐ functionaly?
Factors in “production” Sharing across Maintenance functions • Data quality and regions Management • Governance • Culture • Resources • Regional laws • In-‐house Acquisition • Headcount • Data integration & • Third party • Training timing • Organic • Independence • Executive • Data capture • Authority leadership & • Before the fact • Out-‐sourced mandate • Post-‐event • Not core • Vigilance competency? • Sustenance • Security (vitamins)
“Doing it right the ﬁrst time” – Phil Crosby ! The deﬁnition of ! The performance standard is zero quality is defects conformance to ! Relative to requirements requirements ! Product ! The measurement of ! Customer quality is the price of nonconformance ! The system of ! If you let mistakes happen, the costs can quality is be far higher prevention Source: Creech, Bill (1994). ”A TQM Path to Tomorrow: New Ways for New Days".