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Notes on Single View of the Customer Alan McSweeney
Objectives ,[object Object]
IBM Infosphere ,[object Object],[object Object]
Gartner Rating of Customer Data Integration Hubs
The Forrester Wave Customer Hubs, Q4 2006
WCC Key Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WCC Advantages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WCC ,[object Object],[object Object],[object Object],[object Object],[object Object]
Approaches to MDM Matches and physically stores a consolidated view of master data Updated after the event and not guaranteed up-to date. Authoring remains distributed No publish and subscribe. Not used for transactions, but could be used for Reference For Reporting, Analysis and Central Reference Consolidation Registry Coexistence Transaction Matches and links to create a "skeleton" system of record Physically stores the global ID, links to data in source systems and transformations Virtual consolidated view is assembled dynamically and is often read-only. Authoring remains distributed Registry Mainly for Real-Time Central Reference Matches and physically stores consolidated view of master data Updated after the event and not guaranteed up to date. Authoring remains distributed Publishes the consolidated view. Not usually used for transactions, but could be used for reference Coexistence For Harmonization Across Databases and for Central Reference Matches and physically stores the up-to-date consolidated view of master data Supports transactional applications directly —  both new and legacy — typically through service oriented architecture interfaces Central authoring of master data Transaction Acts as System of Record to Support Transactional Activity
WCC – Transactional Approach ,[object Object],[object Object]
MDM Location in Enterprise Architecture Business Process Layer ODS Customer Profile Data Mart Business Intelligence MRD Authoring instance Application & Data Service Channels Billing System Campaign Management 3 rd  Party Data CDW UI for MRD Integration Layer Information Integration Infrastructure Data Quality ETL Staging Area Source system Interface Layer Business  Rules Operational Data Store Staging area for  transformation and consolidation Self Service Customer Portal Reports /  Dashboards Inbound Contact channels Agent App IVR Master Data Hub Business Events UI / Access Manager MRD Transaction instance Customer  Hub Service Layer Business services Business Process Composition Business Process Orchestration Data services EAI EII Governance and Security Metadata
MDM Reference Architecture Data Rules  Engine Rules of  Visibility Security Business Services Matching Engine Rules for  suspect  processing Validation  Engines Transaction Audit Log Data  Standardiza tion tools Workflow Management Engine Central Hub Interface for Configuration both real time and batch Data  Warehouses & BI applications External marketing database Key Operation  Systems: CRM,  SFA etc . Data Stewards
Phased Approach to MDM Implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Phase 1 ,[object Object],[object Object],[object Object],Supported Applications Integration Layer MRD Authoring instance Application & Data Billing System 3 rd  Party Data ODS Customer Profile Data Mart Business Intelligence CDW Operational Data Store MRD -Transactional Instance Campaign Management Integration Channels Data Quality ETL Staging  Area Interface Layer Business  Rules Data Access Layer Reports / Dashboards 1 1 1 1 1 1 Service Channels
Phase 2 ,[object Object],[object Object],[object Object],[object Object],Supported Applications Integration Layer MRD Authoring instance Application & Data Billing System 3 rd  Party Data ODS Campaign Management Integration Channels Data Quality ETL/ EAI/EII Staging  Area Interface Layer Business  Rules Data Access Layer Reports / Dashboards Customer Hub CDI  Phase 2 1 2 1 1 MRD -Transactional Instance 1 Service Channels Customer Profile Data Mart CDW Business Intelligence
Phase 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Supported Applications Integration Layer MRD Authoring instance Application & Data Billing System 3 rd  Party Data Campaign Management Integration Channels Data Quality ETL Staging  Area Interface Layer Business  Rules Data Access Layer Reports / Dashboards Customer Profile Data Mart CDW Business Intelligence ODS 2A 1 1 3 Customer Hub CDI  Phase 2 MRD -Transactional Instance 1 2 Data Services Service Channels
Phase 4 ,[object Object],[object Object],[object Object],[object Object],Reports /  Dashboards Inbound Contact channels Agent App IVR Integration Layer MRD Authoring instance Application & Data Billing System 3 rd  Party Data Data Quality ETL/ EAI/EII Staging Area Interface Layer Data Access Layer Master Data Hub Business Events UI / Access Manager Customer  Hub CDI Data Service Layer Interaction Channels Self Service Customer Portal 4 4 4 4 4 MRD Transaction Instance 1 Business  Rules 2 3 Service Channels Customer Profile Data Mart CDW Business Intelligence ODS Operational Data Store
Customer Data Problem ,[object Object],[object Object],[object Object],[object Object],[object Object],Customer Web Self- Service IVR Self-service Wireless Self-service Call Center Distributor Real Time Analytics Data Warehouse ERP New System Billing Financials Product
IBM WebSphere Customer Center Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer Web Self- Service IVR Self-service Wireless Self-service Call Center Distributor Real Time Analytics Data Warehouse ERP New System Billing Financials Product
WebSphere Customer Center Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],WebSphere Customer Center™ is a transaction-style CDI hub.  In order to pre-package a significant number of business services, it is designed around a packaged data model.  Both the business services and the model are designed to accommodate configuration and change.  WebSphere Customer Center Customer Master Data Business Services Business Applications Integration Hubs Batch Jobs
Customer Master Profile Design – a Party-Centric Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Demographics Relationships Location Financial Profile Privacy Contract & Product Events & Insight Identification Data Stewardship Party Interaction Roles Person Organization
Customer Master Profile - Reference Data Customer-centric  Cross reference keys History/Audit  Data base Account Cross Reference Keys Last Update  Date & User Source System Data Transaction Audit Log Data Decay  Meta Data Effectivity Dating Application  Meta Data
WebSphere Customer Center - Multiple Input, Multiple Output Design Input key = Contract key Request – inbound message  Add New Contract (Account) Contract ABC Data Contract component data Party profile Location Data Identifier Data Contract  12345 Contract Component A Contract Component B Role: Account Owner Home Address Identifier Party: Jane Smith Example – Build a party-centric master with account-centric processes
WebSphere Customer Center Business Service Example
Business Service Interface – Overview Interface Layer XML Interface Web Services Java Object Batch Transaction Processor Event Manager / Evergreen IBM WBI WebSphere Customer Center XML File Formats Real-time Batch WebSphere Customer Center Central Transaction Server WebSphere Customer Center Fast Track Transaction Server COBOL Adapter CICS Interface Messaging Adapter Composite Transaction Framework XML COBOL Copybook Flat File Customer Parser Custom Constructor Adapters / Interfaces Message Queue Notification Framework Request Response
Data Stewardship Application  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Administration Services Application ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WebSphere Customer Center Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],WebSphere Customer Center™ Central Transaction Server WebSphere Customer Center Applications Action Manager CDI Business Services Integrity Manager Data Quality Management Intelligence Manager  Business Rules & Event Detection Intelligence Manager  Data Access & Governance Rules Knowledge  Customer Master Profile Service Interfaces Data Stewardship & Administration User Interfaces Event Manager & Evergreen Batch Transaction Processor
IBM WebSphere Customer Center ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
More Information ,[object Object],[object Object]

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Notes On Single View Of The Customer

  • 1. Notes on Single View of the Customer Alan McSweeney
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  • 4. Gartner Rating of Customer Data Integration Hubs
  • 5. The Forrester Wave Customer Hubs, Q4 2006
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  • 9. Approaches to MDM Matches and physically stores a consolidated view of master data Updated after the event and not guaranteed up-to date. Authoring remains distributed No publish and subscribe. Not used for transactions, but could be used for Reference For Reporting, Analysis and Central Reference Consolidation Registry Coexistence Transaction Matches and links to create a "skeleton" system of record Physically stores the global ID, links to data in source systems and transformations Virtual consolidated view is assembled dynamically and is often read-only. Authoring remains distributed Registry Mainly for Real-Time Central Reference Matches and physically stores consolidated view of master data Updated after the event and not guaranteed up to date. Authoring remains distributed Publishes the consolidated view. Not usually used for transactions, but could be used for reference Coexistence For Harmonization Across Databases and for Central Reference Matches and physically stores the up-to-date consolidated view of master data Supports transactional applications directly — both new and legacy — typically through service oriented architecture interfaces Central authoring of master data Transaction Acts as System of Record to Support Transactional Activity
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  • 11. MDM Location in Enterprise Architecture Business Process Layer ODS Customer Profile Data Mart Business Intelligence MRD Authoring instance Application & Data Service Channels Billing System Campaign Management 3 rd Party Data CDW UI for MRD Integration Layer Information Integration Infrastructure Data Quality ETL Staging Area Source system Interface Layer Business Rules Operational Data Store Staging area for transformation and consolidation Self Service Customer Portal Reports / Dashboards Inbound Contact channels Agent App IVR Master Data Hub Business Events UI / Access Manager MRD Transaction instance Customer Hub Service Layer Business services Business Process Composition Business Process Orchestration Data services EAI EII Governance and Security Metadata
  • 12. MDM Reference Architecture Data Rules Engine Rules of Visibility Security Business Services Matching Engine Rules for suspect processing Validation Engines Transaction Audit Log Data Standardiza tion tools Workflow Management Engine Central Hub Interface for Configuration both real time and batch Data Warehouses & BI applications External marketing database Key Operation Systems: CRM, SFA etc . Data Stewards
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  • 22. Customer Master Profile - Reference Data Customer-centric Cross reference keys History/Audit Data base Account Cross Reference Keys Last Update Date & User Source System Data Transaction Audit Log Data Decay Meta Data Effectivity Dating Application Meta Data
  • 23. WebSphere Customer Center - Multiple Input, Multiple Output Design Input key = Contract key Request – inbound message Add New Contract (Account) Contract ABC Data Contract component data Party profile Location Data Identifier Data Contract 12345 Contract Component A Contract Component B Role: Account Owner Home Address Identifier Party: Jane Smith Example – Build a party-centric master with account-centric processes
  • 24. WebSphere Customer Center Business Service Example
  • 25. Business Service Interface – Overview Interface Layer XML Interface Web Services Java Object Batch Transaction Processor Event Manager / Evergreen IBM WBI WebSphere Customer Center XML File Formats Real-time Batch WebSphere Customer Center Central Transaction Server WebSphere Customer Center Fast Track Transaction Server COBOL Adapter CICS Interface Messaging Adapter Composite Transaction Framework XML COBOL Copybook Flat File Customer Parser Custom Constructor Adapters / Interfaces Message Queue Notification Framework Request Response
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Editor's Notes

  1. Please Note: This .pot file has been created in PowerPoint 2002 and is a Design Template which provides you the “look” of the presentation Applying the template to your existing presentation: You apply a .pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. Click on the word Browse… at bottom of Task Pane and navigate to where you stored the template then click Apply. Starting with a Blank Presentation and switching to the desired Design Template: Start a new presentation as Blank Presentation You can switch to the desired template by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. Click on the word Browse… at bottom of Task Pane and navigate to where you stored the template and click Apply. Changing background color of your existing presentation: You can switch between black and white backgrounds in your presentation by navigating to that .pot file and click Apply. Changing templates 1. You can switch templates from within this file by opening the Task Pane, select Slide Design – Design Templates and selecting the other master that is used in this presentation. Printing your presentation on a black and white printer Send file to print in "Grayscale" mode – which is the default setting in the print dialogue box Analyze printout. If some text is not readable due to being on a gray background, switch "Grayscale" to "Pure Black and White" and reprint. This would solve 80% of your print problem. Analyze printout again and if specific image areas are still not printing properly, select View / Color / Pure Black and White / and click on the problem image object. On the floating Grayscale toolbar, under Setting, select the appropriate choice for correct printing. This would solve the other 20% of your print problem.