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“The Fountain of Truth” Web-based Contract Management for Starwood Hotels –

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A Case Study Using Oracle WebCenter

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“The Fountain of Truth” Web-based Contract Management for Starwood Hotels –

  1. 1. “The Fountain of Truth” Web-based Contract Management for Starwood Hotels – A Case Study Using Oracle WebCenter Todd Matthews Session ID# 793Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  2. 2. Who Are We?Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  3. 3. Who Are We?  Established 1999, Arden Hills, MN based company  90 Employees in 3 continents  Employee owned Market Focus  “Unstructured Information” - specialist  Oracle Gold partner – plus others  Large customers – horizontal focus  Operations in US, ANZ, UK, Croatia  High quality & customer satisfactionCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  4. 4. Solution Drivers Solution Implementation Lessons LearnedCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  5. 5. Solution Drivers Solution Implementation Lessons LearnedCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  6. 6. Solution DriversCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  7. 7. Key Drivers • end of life legacy system Replace • disparate records repositories for critical contract assets Unify • Retention Records & Information management policy and retention schedule Support • hunting expeditions. Ease of use, quickly driving users to relevant content Reduce • parallel visibility to potentially related content which exists across the repository Expose • new taxonomy - Portfolio based management properties, entities and documents Organize • with key systems – Leverage existing “sources of truth” in the organization to Integrate ensure accuracy and integrity.Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  8. 8. Technology - a hybrid-homegrown contract management system with challenges: Struggle slow searching challenging navigation frustrated & unhappy users Poor data integrity Inconsistent and confusing no relationships among taxonomy documents & contentCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  9. 9. Stakeholders Records & Information Management Department  Project Owner - A group within the legal department which develops and administers the company’s records & information management policy, procedures and retention schedule Legal Department & Key Business Teams  Global corporate & regional associates who are the primary contributors and consumers of content Hotel Associates  Global property based associates who are the secondary contributors and consumers of content Key System Leads  Business and technical representatives from internal systems integrated with the solution.Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  10. 10. Solution Drivers Solution Implementation Lessons LearnedCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  11. 11. Vision “Deploy an enterprise document & content management platform that will enable Starwood to better protect and manage some of its most critical assets – its proprietary and competitively sensitive information and agreements.”Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  12. 12. Functional Solution  Creates a central source of truth  Reduces the effort required to create, locate and manage documents.  Manages the creation and retention of agreements and records from inception through disposition.  Leverages powerful business intelligence, navigation and search capabilities.  Enables better classification, tracking and auditing of critical company documents, reducing redundancy and gaps.  Unites disparate record repositories through a central access point with a common classification and complex security hierarchy.  Creates a database of active and historical relationships between agreements, properties and entities (internal & external).  Provides a comprehensive picture of current and historical business relationships, commitments, and legal obligations.  Minimizes legal hold, preservation and eDiscovery risk and cost by centrally securing and storing relevant records.Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  13. 13. Stakeholder Solution Legal Department  Utilize for contract management, compliance, tracking, auditing, and collaboration; have visibility to identify opportunities and risks based on reliable information; and determine access controls. Corporate Associates  Organize, locate and access records; create and manage documents; collaborate on projects; and facilitate document review and legal requests through workflows rather than emails. Property Associates  View own agreements and related records; upload local agreements; search for negotiated 3rd party contracts; and automate contract audits.Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  14. 14. Components IBR integrated OCRCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  15. 15. Process Taxonomy & content organization Check-in profiles Optical character recognition Search results design & filtering Workflow & approval Property & entity profiles Content validation & reliability ratings Security Training, process and communicationCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  16. 16. Solution Drivers Solution Implementation Lessons LearnedCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  17. 17. Approach Roadmap definition Technology and implementation partner evaluation & selection Functional requirements gathering Multi-phased project plan – short & long termCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  18. 18. Team & Roles  Records & Information Management Department  Legal Department & Key Business Teams  Starwood IT Organization  Project Management  Outsourced IT Provider  TEAM InformaticsCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  19. 19. Key Milestones Continued development of new functionality & enhancements Initial solution vision complete Roll-out to additional areas of the company Kick-off next phases of project Release 2 (deferred items & user feedback enhancements) Complete final phase of legacy data clean-up & validation Pilot, test, train & go Live Data migration & build validation Stand up system Design custom components System roadmap documentCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  20. 20. Risks System Experience  Translating Starwood’s vision to WebCenter functionality. TEAM Informatics provided critical development & implementation guidance to reduce this risk. Scope & Resources  Managing the scope of a major system and multi-year vision is an ongoing challenge. Regular prioritization of tasks, using a ticketing system, and monitoring for scope creep helped keep the project on track. Strong alignment with internal IT and TEAM Informatics. User Confidence & Completing the Vision  Migration and cleansing of the legacy content was one of the largest risks to the project. If the information is not reliable, the system fails. Multi Phased Approach  By breaking the project into one large initial build with a series of fast follow phases, planning, funding and functional requirements documentation for of additional phases was required while the initial project was in flight. Precise coordination was required to reduce risk and avoid impact to the initial build.Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  21. 21. Wins & Challenges Business TechnologyCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  22. 22. Go Live  Build validation  OCR Processing (pre-data migration)  Functional & performance testing  Data migration & validation  Training & communication  Transition to supportCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  23. 23. Solution Drivers Solution Implementation Lessons LearnedCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  24. 24. Lessons Learned & Conclusion  Spend as much time as possible understanding requirements  Spend as much time as possible understanding WebCenter functionality and configuration options  Find experienced partners that understand the vision and technology  Allow experts to successfully guide implementation and assist to spot and avoid issues  Do not underestimate the complexity of the project and plan for unexpected delays  Understand you security model early in the process and validate the model at multiple points during the projectCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  25. 25. Questions & CommentsCopyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
  26. 26. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics

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