Amadeus: Multidomain MDM
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Master Data Management and Data Governance program at Amadeus.
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Amadeus: Multidomain MDM
- 2. RESTRICTED Confidential © Amadeus IT Group and its affiliates and subsidiaries _ We are the leading technology company dedicated to the global travel industry _ We are present in 190+ countries and employ 15,000+ people worldwide _ Our solutions enrich travel for billions of people every year _ We work together with our customers, partners and other players in the industry to improve business performance and shape the future of travel 595+ million total bookings processed in 2016 using the Amadeus distribution platform 1.3 billion passengers boarded in 2016 with Amadeus and Navitaire solutions 1 of the world’s top 15 software companies Forbes 2017 global rankings Amadeus in a few words 2 5th consecutive year included in the DJSI The only travel technology company in the Dow Jones Sustainability Index in 2016
- 4. RESTRICTED Confidential 1992 1995 Amadeus diversifies into IT solutions for airports, hospitality and rail 1998 2010 2016 1 million bookings made in a single day for the first time First booking is made through Amadeus' systems Amadeus becomes world leader in number of travel agency locations 2000 Partnership with BA and Qantas to launch Amadeus Altéa – our core Airline IT offering 2014 2017 Acquisition of Navitaire to serve a wider group of airlines Amadeus is founded by Air France, Iberia, Lufthansa and SAS 1987 Contract with Ryanair Strategic technology partnership with IHG A history of shaping the future of travel © Amadeus IT Group and its affiliates and subsidiaries 4 2016 Red Hat Cloud Innovator of the Year Southwest Airlines completes transition to Amadeus Altéa
- 6. RESTRICTED Confidential Solutions we offer © Amadeus IT Group and its affiliates and subsidiaries Distribution Provision of indirect distribution services IT Solutions Including direct distribution technology _ Data Centre _ Platforms & applications _ Sales & marketing infrastructure _ Customers business management to serve travelers _ Business intelligence _ Merchandising _ User-generated content _ e-Commerce _ Social media _ Search _ Advertising _ Mid- & back-office _ Expense management _ Payments _ Ticketing _ Self-booking tool _ Point of sale _ Mobile _ Offer management _ Business Intelligence _ Flight sequence optimisation _ Resource optimisation _ Passenger verification _ Contract and billing _ Weight and balance _ Flight management _ Revenue management _ Revenue accounting _ Content management _ Trip management _ Customer management _ Point of sale _ Distribution _ Baggage reconciliation _ Self-service bag drop _ Self-service check-in _ Loyalty _ e-Commerce _ Mobile _ Reservation _ Property management _ Payments 6
- 9. RESTRICTED Confidential Page 9 Data Governance journey in Amadeus 2012 Launch of GBS MDM Program, starting with Workforce MDM and Product & Service MDM Weakness in Data Governance identified as a major issue. 2014 Launch of the Data Governance Committee for: • Management of Data related requests • Launch of new initiatives 2014-2015 The Data Governance Committee approved the launch of new initiatives: - Geography/Airport/Airline MDM - Travel Agency MDM 2017 Transformational MDM: • MDM is a prerequisite for ongoing big transformation programs • Integration with all systems including Amadeus operational systems (GDS,…) 2016 MDM is a strategic initiative • Excom/CEO Level sponsorship • Improved Program governance Context and main challenges for Amadeus: - Big Data - Digitalization - Large transformation projects - Legal constraints (GDPR, PCI DSS,…) - …
- 11. RESTRICTED Confidential 11 Typical MDM Project Define Data Governance Design 1A Data Model Governance Roll-out People, Proc., Info & Techno Enforce Quality Enable Use Cases Data Owner Data Manager Data Stewards Employee Name1 Location Job title MDM Application 1 Application 2 Application 3 Security Achieve Business Value Global Workforce View Accurate FTE analysis Capacity planning Better Access Mgt… Define data roles: - Owner: defines and ensures data quality rules; - Manager: monitors data quality; - Data stewards: maintains and corrects data. Use the data roles to design a global data model with attributes and quality rules. Mobilize people, roll-out processes, input raw data and set up tools to start to monitor and improve data referential quality. Apply roles and processes to monitor and correct data in global data referential to comply with defined quality rules. Leverage data in global data referential to enable a set of use cases bringing value to through direct usage of the tool or integrations. Monitor benefits enabled for the different value adding use cases The Six Steps to Business Value Realization
- 12. RESTRICTED Confidential 12 Master Data Management Projects Each with expected tangible benefits for Amadeus… Workforce (HR/Finance) Products & Services (Business Units) Reference Data (DGC) Travel Agency (Business Units) Employees and all types of External resources in all fully owned sites. Amadeus Products & Services across entities, geographies and dimensions Airline, Airport and Geography data used across Amadeus organization Unique global referential & governance for Travel Agency related data - Improved global HR analytics, - Automated FTE/HC calculation, - Global capacity planning, - Identity & Access Management - Product portfolio management, - Automated product profitability, - PCI DSS, … - On-line Ordering - Business Intelligence, - Internal Reporting, - Amadeus Solutions - Customer & Volume analysis, - Sales Support processes, - On-line Sales = Enabled Revenues = Cost Savings = Risk Mitigation = Cust./Empl. Satisfaction Scope Use Cases Value Customer (Business Units) Unique global referential & governance for Customer related data - Customer & Volume analysis, - Sales Support processes, - On-line Sales Supplier (Finance) Unique global referential & governance for Vendor/Supplier related data - Volume analysis, - Purchase Support processes, Financial Data (Finance) Unique global referential & governance for Financial reference data - Volume analysis, - Finance operations - Finance Support processes,
- 14. RESTRICTED Confidential 14 MDM Integrations: Data Distribution Layer “Data as a Service” ERP (HR) ERP (Finance) Enterprise DW CRM Portals Online Ordering Security (GAD/IAM) Product Carto. BU Reporting Legal GDPR PCI/DSS Financial Reporting Amadeus Operational systems - GDS (Reservation) - Analytics, … - APIs Airlines Travel Agencies … MDM Capacity Planning Project Portfolio Ø Isolation (workload/availability) Ø Monitoring & usage reporting Ø Data lineage & traceability Ø Impact analysis Ø Stability (model) Ø Security Intranet
- 15. RESTRICTED Confidential 15 Multi domain MDM Blue print Web UI (Ajax/JSP ) Workflow Engine Permission Persistence Layer Oracle Database Authentication Authorization Oracle Replicated database ESB: Oracle SOA WebLogic / Java 1.7 SOAP/REST web services DB access Global Active Directory Data Quality Reporting Data Survivorship Amadeus Extensions Data Distribution Layer Workforce & Org Product & Service References Travel Agency … Core model & Metadata Data Models DMZ, Firewall , load balancer Enterprise Applications Main challenges: • Complex Development cycles as all data domains are managed in the instance of the MDM platform • Coexistence of very different MDM styles can result in complex tuning for performance/scalability Key benefits of a multi domain MDM approach: • Leveraged common Data Governance practices • Natural interconnections between data domains • Holistic view of all Master and Reference data, and Metadata • Reusability of tools, frameworks
- 16. RESTRICTED Confidential Page 16 “MDM” for Metadata End-to-End Data Governance process support: Manage Metadata in the MDM as we do for Master and Reference Data Manage Data Dictionary - Business Glossary - Data Ownership Enforce Data Quality rules - DQ Management Manage Data Quality issues - Data Stewardship Monitor Data Quality - KPI reporting to data owners and DGC Management of Integrations • Data Lineage •Impact analysis •Monitoring
- 17. RESTRICTED Confidential Master Data provides truth Reference Data provides context Airlines Geographies Airports Time zonesCurrencies Cost Centers Segments Legal Entities Standards Metadata provides meaning Business glossary Ownership Entities Attributes Data Dictionary Integrations DQ Rules KPI Reports Customers Travel Agencies Services Products Organization Locations Resources Employees Suppliers How we describe things Metadata How we classify things Reference Data How we manage important things Master Data Clarity & Trust A trust framework for enterprise apps Enterprise applications and analytics need to rely on accurate, trustworthy shared data assets.
- 18. RESTRICTED Confidential Page 18 Typical issues Difficult to Establish Accountabilities Challenging To Detail Model & Business Rules Limited Availability of Key Contributors Large Effort to Roll-out & Correct Data Explanation • Time to input and correct data • Time to mobilize, analyze gaps, train • Change effort Explanation • Difficult to agree on split of responsibilities and accountabilities where no given global owner Explanation • Even where global business rules exist, there can be a large effort to detail the rules. Explanation • Business entities: best effort mode / conflicting priorities • IT Solution teams: availability of key resources Underestimated the organizational complexity of the program and change management need. • Ensure proper Top Management sponsorship • Rapidly Define clear responsibilities across organization. • Enforce regular reporting and effective escalation and arbitration mechanisms. • Carefully size efforts and secure commitment from ALL contributors across the organization: take into account organizational complexity, maturity, technical complexity, change management need
- 19. RESTRICTED Confidential Page 19 Conclusion and advices… 1. High level (exec) sponsorship is mandatory for the success of any MDM Project è Do not under estimate resistance to change è Mitigate risks of disruption on existing products / processes 2. Manage expectations carefully è Data Quality of often the root cause of wider problems è MDM is often just an enabler for other projects that bring the real value to the Business stakeholders 3. Keep in mind the value is obtained by the usage of the Referential è MDM Referential is useless if the data is not used/consumed by every one è Integration of the MDM Referential with other systems (BI, CRM, Portals, SOA, BPM…) has a cost (System integration, data migration,…) and dependencies with the target system. è Plan MDM Integrations with consuming systems/solutions at the early stage of the MDM Project 4. As a starting point: bottom up initiatives (Proto, PoC), focusing on small use case, can contribute on Data Quality and MDM awareness. è Start with a business case that is visible and achievable in a reasonable timeframe and budget è Help stakeholder understand how their DQ problems can be solved by MDM, get their buy in. è Switch to a Top down approach when awareness is there.
- 21. RESTRICTED Confidential 21 Downstream data cleansing Data Stewardship • Data Dictionary • Data Profiling • Data Ownership • Data Quality Rules • … Data GovernanceSource Systems Consumers MDM MDM Consolidate Distribute Govern Control Multi domain MDM Upstream prevention of bad data