Presented by : Ravindra nath sharma MBA(SDM) (07-09) SCIT PUNE(symbiosis international university) IBM EVS (Export Validation Service) case study – Common Customer Master System

Agenda Case Description Current System Architecture Of CCM System Critical Entry Points Entity/ Function Relationship Entity/ Process Relationship

Case Description

Current System

Architecture Of CCM System

Critical Entry Points

Entity/ Function Relationship

Entity/ Process Relationship

Enterprise - IBM Business lines Software and hardware with complete solutions Consulting business for software solution BPO /KPO/LPO IBM educational partnership and certification

Business lines

Software and hardware with complete solutions

Consulting business for software solution

BPO /KPO/LPO

IBM educational partnership and certification

Current system Access Information through legacy system. Can not use updated information at a time for all different Branches. Impact on customer satisfaction. Can not access customer organization and contact information at a time. Lacking in consistency and continuity.

Access Information through legacy system.

Can not use updated information at a time for all different Branches.

Impact on customer satisfaction.

Can not access customer organization and contact information at a time.

Lacking in consistency and continuity.

Architecture of CCM System.

Critical Key entry Points Connectivity – Information feeds from these other distributed customer repositories will be unsettled and replaced by this single system. Information – The integration of customer data from different data sources -- including Dunn and Bradstreet (D&B), IBM's customer data stored in the Reference Data customer (RDc) hub (representing customer information from a variety of IBM customer databases), and CRM/Siebel (with three separate instances in North America, Europe, and Asia Pacific).

Connectivity –

Information feeds from these other distributed customer repositories will be unsettled and replaced by this single system.

Information –

The integration of customer data from different data sources -- including Dunn and Bradstreet (D&B), IBM's customer data stored in the Reference Data customer (RDc) hub (representing customer information from a variety of IBM customer databases), and CRM/Siebel (with three separate instances in North America, Europe, and Asia Pacific).

Eleven entry points on the road to SOA

Entry Points/ Functions People Process Information Connectivity Reuse Customer Administrator X X X X Credit Score X X X Multi channel Support X X X International Support X X X Multi product Support X X X

Entity – Process Relationship Entity/Process Customer Transaction Product Business Units Login R Credit Score R R New Customer Profile Creation W Communication History Creation R R R R Customer Updating U

Entity Identified The entities identified under the case are as follows Customer Payment Enquiry Transaction Product Business Unit Data Source Data Server

The entities identified under the case are as follows

Customer

Payment

Enquiry

Transaction

Product

Business Unit

Data Source

Data Server

Weak Entity Credit score Communication History

Credit score

Communication History

Application Integration CRM Siebel (North America) CRM Siebel (AP South) NIW S&D Finance CRM/Siebel (EMEA)

CRM Siebel (North America)

CRM Siebel (AP South)

NIW

S&D Finance

CRM/Siebel (EMEA)