What do I know about my customers?


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  • What do I know about my customers?

    1. 1. What Do I Know About My Customers? Do you know more about your customer after the migration? May, 12 th 2009
    2. 2. Capgemini is one of the world’s largest Management and IT Consulting firms Annual results 2008 Business Mix Our Services <ul><li>Revenue and Personnel </li></ul><ul><ul><li>Approximately $12.74 billion US dollars </li></ul></ul><ul><ul><li>91,621 People </li></ul></ul><ul><li>Geographic Revenue Distribution </li></ul><ul><ul><li>23.8% France & Morocco </li></ul></ul><ul><ul><li>19.2% North America </li></ul></ul><ul><ul><li>22.1% UK & Ireland </li></ul></ul><ul><ul><li>15% Benelux </li></ul></ul><ul><ul><li>19.9% Rest of Europe, Asia & Latin America </li></ul></ul>8% 39% 35.3% 17.7% Consulting Services Technology Services Outsourcing Services Local Professional Services 5 Global Sectors <ul><li>Energy, Utilities & Chemicals </li></ul><ul><li>Financial Services </li></ul><ul><li>Automotive, Manufacturing, Retail, & Distribution, Life Sciences </li></ul><ul><li>Public Sector </li></ul><ul><li>Telecommunications, Media & Entertainment </li></ul>Transformation Consulting Customer Relationship Management Supply Chain Management Finance Transformation Architecture & Infrastructure Services Package Implementation Application Development & Integration Applications Management Infrastructure Management Business Process Outsourcing Local IT Services – Sogeti Hardware and Network Management
    3. 3. Main drivers for Legacy Migration Position Business for the future Survival - Operational Continuity Business Objectives <ul><ul><li>Reduce operation cost </li></ul></ul><ul><ul><ul><li>License cost </li></ul></ul></ul><ul><ul><ul><li>Back-up cost </li></ul></ul></ul><ul><ul><ul><li>Business continuity cost </li></ul></ul></ul><ul><ul><li>Opportunity to outsource </li></ul></ul><ul><ul><li>Reduced complexity </li></ul></ul><ul><ul><li>More adaptable system </li></ul></ul><ul><ul><li>Increased revenue </li></ul></ul><ul><ul><li>New customers & users </li></ul></ul><ul><ul><li>Better service to existing & new customers & users </li></ul></ul><ul><ul><li>Reduced customer acquisition costs </li></ul></ul><ul><ul><li>Reduced service delivery cost </li></ul></ul><ul><ul><li>Improved brand image </li></ul></ul><ul><ul><li>Adaptable system </li></ul></ul><ul><ul><li>Closer integration with business partners & distributors </li></ul></ul><ul><ul><li>Extended services to customers </li></ul></ul><ul><ul><li>Shared services with third parties </li></ul></ul><ul><ul><li>Re-use of components </li></ul></ul><ul><ul><li>Future & change proofing </li></ul></ul><ul><ul><li>Compliance to Industry Regulations </li></ul></ul><ul><ul><li>Improved maintainability & documentation </li></ul></ul><ul><ul><li>Access to support </li></ul></ul><ul><ul><li>Access to more easily available skills </li></ul></ul><ul><ul><li>Performance improvement </li></ul></ul><ul><ul><li>“ Hitting the wall” – similar to Y2K issues </li></ul></ul>Internal Focus External Focus Reduced Operating Cost Extend Business Reach Business Value Business Agility Strategic Direction Simplification IT Effectiveness Cost Out Burning Platform
    4. 4. Legacy Migration at a glance Re-engineering Re-hosting Modernisation same new same new Target Platform Technology Paradigm Non Functional Requirements Data Migration Non-intrusive Native migration
    5. 5. Legacy Migration – Rehosting vs Native Migration
    6. 6. Legacy Migration – Project Lifecycle <ul><li>Next to the application migration (SW development life cycle), infrastructure topics are to be considered, such as printing, security, connectivity, storage, performance, … </li></ul><ul><li>People impact to be considered: training, organisational alignment, resistance, loss of knowledge … </li></ul>Legacy Migration, it’s more than just migrating code ...
    7. 7. Some references on Legacy Migration Legacy Migration is mainly executed with appropriate tooling. Projects can be delivered with large offshore participation. Sector Project Workload Elapsed time Finance Pilot for migration of Tandem Cobol to IBM PL/1 1.112 days 6 months Finance Migration from VB6 to .Net 868 days 8 months Finance IBM PL/1 and IBM Cobol to IBM PL/1 12.500 days 2 years Finance Complete back-office renewal Mainframe to SAP package 5.000 days 1,5 year Public Re-host Powerhouse application from Data General to SUN Solaris 1 year Energy, Utilities & Chemicals Application migration from IBM servers to Intel PC running Linux < 100 days 1 month Finance Retro-documentation of existing application 3.700 days 7 months
    8. 8. Data Migration aspects vs Legacy Migration techniques Data Migration aspects Re-hosting <ul><li>Mainly transfer of data </li></ul><ul><li>No data structure re-design </li></ul>Re-engineering <ul><li>Transfer of data and/or define and implement conversion rules </li></ul>Modernisation via migration <ul><li>Transfer of data </li></ul><ul><li>Define and implement conversion rules </li></ul>Modernisation non-intrusive <ul><li>n/a </li></ul>
    9. 9. Data Migration Management is one of the most critical work streams in implementation projects and numerous dimensions need to be addressed <ul><ul><li>Key success factors </li></ul></ul><ul><ul><li>Collaboration with AND availability of the Business, IT and Migration Management team </li></ul></ul><ul><ul><li>Data analysis and data quality as from the project start </li></ul></ul><ul><ul><li>Continuous data migration status monitoring </li></ul></ul><ul><ul><ul><li>Integrate as from the project start the functional solutions with the migration track to streamline business processes, detailed functional solution description and data </li></ul></ul></ul><ul><ul><ul><li>Key success for migration is validated high quality, cleaned, enriched and correct data aligned with the validated business processes, based on known legacy data </li></ul></ul></ul><ul><ul><ul><li>Appropriate tools enable data quality analysis and cleaning activities as from project start or even earlier ! </li></ul></ul></ul>Headline <ul><ul><ul><li>Use of dedicated transformation tools (with audit trails and reporting facilities) </li></ul></ul></ul><ul><ul><ul><li>Use of several cycle validations using full loads with cleaned and enriched data </li></ul></ul></ul><ul><ul><ul><li>Monitoring and controlling the whole migration process (completeness, correctness and migration validation, performance) </li></ul></ul></ul><ul><ul><li>Use of best practices, proven methods & tools and technologies </li></ul></ul><ul><ul><ul><li>To facilitate, accelerate and ensure quality of results </li></ul></ul></ul><ul><ul><ul><li>To support the control mechanism and processes </li></ul></ul></ul><ul><ul><ul><li>Use right tool for profiling and intelligent data quality analysis, data mapping, conversion program generation and conversion building, monitoring and reporting </li></ul></ul></ul><ul><ul><ul><li>Usage of a released based data staging area </li></ul></ul></ul>Data migration is a Profession
    10. 10. Data Migration Methodology Capgemini Data Migration Methodology™ Target Legacy Data Migration Workbench (*) Upload Any Target Application Data enrichment Feedback errors Conversion rules Data cleaning Data & data profiling analysis Analyze results Conversion Any Source Application Manual Loading The control mechanisms (supported by adequate reporting) are embedded through the full migration process: Control of the source data on completeness and accuracy Control on the conversion rules Control of the uploaded data (content, correctness, functionality & performance), auditing approved 1 2 3 1 2 3 Supporting a business ready, validated and authorized data migration
    11. 11. Capgemini capitalizes on ‘Best Practices’, with tight Go Live production timeframes, from recent experiences Project Source Target Activities # Objects Tools # Records Success Rate STAR One @ Electrabel UNIPERS, UNIPRO, UNIFIN, UNICCS SAP ECC6.0 Manage full Technical Data Migration track and closely contribute to Data Cleansing 90 ABAP, LSMW, BAPI , Access, Excel, ALE 28,5 Mio 99,90 CRM @ Pidpa >60 source files SAP ISU, CRM, BI, Mobility Manage full data migration track / identify and manage cleansing 32 Capgemini DMW, ALE, Emigall, LSMW , specific Zreports, Access, Excel, CRM Replication 13,6 Mio 99,97 TMVW Electrabel CLIFAX & EUROCCS SAP ISU Manage full data migration track / identify and manage cleansing 2*20 Capgemini DMW, Emigall, LSMW , Access, Excel, specific Z-reports 6,7 Mio 99,28
    12. 12. Customer and customer data today is… Managed inside the organisation - Needed by many departments (marketing, finance, HR) - Common or global to all departments - Sometimes department specific - Originated from one or many departments/external data suppliers - Entered and/or maintained by one or many people - Distributed to several departments - And stored and maintained in several systems with introduction of new trends and business requirements - Tendance towards 360° customer view - Working with external call centers <ul><li>Usage of Web/technologies for data/information gathering, triggered from the outside world </li></ul><ul><li>collection and management of unstructured data </li></ul>Where currently data has to be managed differently and can lead to… - Inaccurate, duplicate and inconsistent customer data - Inaccurate and unreliable operational and management reporting <ul><li>Perception of data quality is not in line with reality </li></ul><ul><li>Negative impact on cost and revenu </li></ul><ul><li>> Increased Cost to Serve </li></ul>
    13. 13. Conclusion Do I know more about my customer after the migration? How well do I know my customer today? Start today with a data assessment (Profiling & Functional), don’t wait until your transformation project starts, to obtain an ‘ objective ’ insight on your customer data and data quality, <ul><li>Your Benefits </li></ul><ul><li>short AND long term data quality and data management improvements </li></ul><ul><li>strengthen your current business processes </li></ul><ul><li>ensuring a high quality data migration (CSF) at a lower cost </li></ul><ul><li>drive your future business processes & objectives </li></ul><ul><li>decrease your cost to serve ! </li></ul>
    14. 14. Thanks! Technology Services Package Based Solutions Kathleen Hens Director Sap Practice Manager Capgemini Belgium N.V./S.A. Bessenveldstraat 19 B-1831 Diegem – Belgium Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78 Mob. +32 496 57 42 10 [email_address] Financial Services Project Center Wim Vos Director Capgemini Belgium N.V./S.A. Bessenveldstraat 19 B-1831 Diegem – Belgium Tel.: +32 2 708 13 79 – Fax: +32 2 708 25 78 Mob. +32 496 52 12 10 [email_address] Technology Services Package Based Solutions Thierry Vermunicht Senior Manager Capgemini Belgium N.V./S.A. Bessenveldstraat 19 B-1831 Diegem – Belgium Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78 Mob. +32 497 05 37 68 Thierry Vermunicht@capgemini.com