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The Belgian Railways Journey to Enterprise Information Management

Agendat: Introduction, Definition, Motivation, Information Management, Framework, Dimensions, Inventory, Strategy, Corporate objectives, Value, Return-On-Investment, Aproach, Information Governance, Information Architecture, Unstructured data management, Information Security, Communication channels, Next Step.

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The Belgian Railways Journey to Enterprise Information Management

  1. 1. The journey to Enterprise Information Management Stéphane Haelterman – Program Manager
  2. 2. Agenda §  Introduction §  Definition §  Motivation §  Information Management §  Framework §  Dimensions §  Inventory §  Strategy §  Corporate objectives §  Value §  Return-On-Investment §  Aproach §  Information Governance §  Information Architecture §  Unstructured data management §  Information Security §  Communication channels §  Next Step EIM Strategy -2-
  3. 3. Introduction Information has always been a key asset …. EIM Strategy -3-
  4. 4. Introduction In the year of 1602, VOC 1 was founded based on … •  Superior knowledge of the best passage to the East •  Detailed analyses of market patterns for spices •  An innovative financing leading to the creation of the first fully shareholder financed company … and eventually the creation of the modern stock-exchange 1) Verenigde Oost-Indische Compagnie EIM Strategy -44 § -
  5. 5. Introduction SNCB / NMBS •  One of the world’s busiest railway networks •  Founded in 1926, Belgian Railways operates one of the world’s most tightly integrated railway networks. Headquartered in Brussels, it transports 216 million passengers plus more than 60 million tons of freight per year with the help of its some 21,000 staff. •  In 1835, the first railway line in continental Europe opened between Brussels and Mechelen, Belgium. Today, Belgian Railways operates around 3,400 kilometers of track; 1,500 locomotives; and 550 railway stations and stops, including hubs for Europe’s prestigious high-speed rail links. The six-track railway hub in Brussels handles some 1,200 trains per day, making it one of the busiest railway links on the planet. EIM Strategy -55 § -
  6. 6. EIM Strategy -6-
  7. 7. Introduction – Definition §  On Gartner’s IT glossary page, Enterprise Information Management is defined as… "Enterprise information management (EIM) is an integrative discipline for structuring, describing and governing information assets across organizational and technological boundaries to improve efficiency, promote transparency and enable business insight.“1 §  Enterprise information management covers all types of information, including traditional structured data, semi-structured and unstructured data, and content such as documents, emails, audio, video, and so forth. §  The management of information with the understanding of its lifecycle yields the best results for use and cost. And more is not always better. The active management and governance of information helps in avoiding the costs associated with blind information hoarding. The risk of having too much information is just as real as not having enough when you need it. 1) EIM Strategy -7-
  8. 8. Introduction – Motivation §  The main objective of EIM is the automation of collaborative processes coupled with information to: Cases follow-up improvement, Workprocedures standardization, Avoid mistakes by giving access to correct and recent information, Improvement of information traceability, Paper reduction. §  This EIM strategy will generate synergies between the business processes currently managed in SAP and the information which they are associated. EIM Strategy -8-
  9. 9. Introduction – Motivation – Governance, Compliance and Risk Which record types need to be kept? What’s the Information Reference Model? What’s the security model? What’s the retention model? Formats / long term storage / rendering? EIM Strategy -9-
  10. 10. Introduction – Motivation – Collaboration §  Knowledge Workers need a tool to collaborate in projects §  One version of the truth §  Always the latest information §  Approval and Publishing of information §  Social workplace is more than file-sharing §  Mobility and support of multiple platforms is key EIM Strategy - 10 -
  11. 11. Introduction – Motivation – Proces improvement §  Only 20% of any organizations information sits in the structured applications and their databases §  To manage the other 80% with the same efficiency, they need to be put under process control §  Shared service centers require processes §  Processes allow to detect the bottlenecks in the organization §  Processes create speed and save cost §  The combination of Information and ERP is the ultimate solution for many processes to which they are linked EIM Strategy - 11 -
  12. 12. Introduction – Motivation – Communication §  Portals (classic, kiosk, mobile) should combine information from many sources §  Personalized and always up-to-date information §  Collaboration, social media included §  Communication creates new business §  Connect with customers and partners §  Consistent information across all channels §  Interactive §  All media types EIM Strategy - 12 -
  13. 13. Introduction – Motivation – Multi-channel “Enterprise Information Portal” §  Communication in Push & Pull mode available. §  Organize information based on user tasks & requirements (Themes). §  Information offered is personalized based on Role, Function, User Profile ... §  Full integration of different information types (Applications, Documents (nonstructured content), Processes & tasks, media, ...) §  Information is constantly changing and provides interaction §  Portal is a “Obliged Passage" and contains "Killer applications" for everyone or by target §  Portal is also a workplace for certain profiles and functions §  An information portal is accessible through various channels (devices & location) - Kiosk, touch, mobile, extranet, ... §  The view of information is adapted to the properties of the device. ("Responsive Design") §  Collaboration inter / cross departments (Expert groups, targeted communication, ...) EIM Strategy - 13 -
  14. 14. Introduction – Motivation – Customer relations Unmatched / Inacurracy / Duplicates / Time consuming… EIM Strategy - 14 -
  15. 15. Introduction – Motivation – Previous drawing management Fileserver Fileserver Fileserver Publieke Database Fileserver Kwaliteitsdatabase Fileserver Fileserver Fileserver Inconsistencies / Duplicates / Obsolescence / Inaccuracy… EIM Strategy - 15 -
  16. 16. Introduction – Motivation – Previous driving manuals & troubleshooting Confusing / Duplicates / Inaccuracy / Time consuming… EIM Strategy - 16 -
  17. 17. Introduction – Motivation – Current communication sources, trainings and employee files CW Mechelen - HR Technics Traction Mobility train supervision CW Cuesmes Technics Material … Holding HR Sharepoint Shared Drives Fileservers Portals Papier Databases Inconsistencies / Duplicates / Aging / Inaccuracy… EIM Strategy - 17 -
  18. 18. Introduction – Motivation – Future information management IPAD KIOSK + ONE PORTAL IDA “The One Version of the Truth" EIM Strategy - 18 -
  19. 19. Introduction – Motivation – Summary ONE Global Information Reference Model •  Data / Document(s) & -types •  Identification & codification •  Metadata model •  Folder structure SAP Integration •  On masterdata •  On business processes Trust & Compliance •  Reference library •  Management processes •  Information security Standardization Management model •  Management of data / documents •  Publication •  Communication •  Distribution lists •  Role assignment Recognition •  House style & Branding •  Identification Collaboration Communication •  Intern/Extern Portals •  Mobile devices EIM Strategy •  Transparancy •  Traceability •  One version of the truth - 19 -
  20. 20. Information Management – Framework Information Governance Information Quality Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Information Security Communication Channels Portal EIM Strategy Reference & Master Data Management Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Architecture Document Management System - 20 -
  21. 21. Information Management – Process Input Process Output Structured ERP/CRM/Legacy Semi structured Portal Web Content Kiosk Content Unstructured Role Documents Model Reports Mobile Device Others Business Intelligence Others EIM Strategy - 21 -
  22. 22. Information Management – Dimensions (assessment) Sponsoring IT, adhoc Business The farther your company falls to the left (IT, ad hoc), the more you’ll need to focus on easy-to-interpret information projects, such as automated cleaning of address information according to governmental standards Culture Independance Collaboration The farther your company falls to the left (individual projects), the more you’ll need to focus on localized value first. Do not immediately start a project to manage vendor information globally, for instance Maturity Individual Projects Information Strategy Hoe verder het bedrijf valt naar links, hoe meer het zal eerst moet richten op lokale waarde Data Domains & process Mystery Information Inventory The farther your company falls to the left (mystery information), the more you’ll need to focus on finding, identifying, and tagging the information that has high business value for your chosen project EIM Strategy - 22 -
  23. 23. Information Management – Inventory (assessment) Discipline Process model Organisation Maturity Technology Information Governance N/A Information Architecture SAP Sybase PowerBuilder SAP Information Lifecycle Mgmt SAP Netweaver Process Integration SAP Netweav. Process Orchestration Information Quality Management SAP Master Data Governance SAP Data Services SAP Information Stuard SAP BO Reference & Master Data Management SAP Master Data Management Data Warehousing & Business Intellingence SAP Business Waherouse SAP Business Intelligence SAP Business Objects Structured Data Management SAP Enterprise Resource Planning SAP Custtomer Relationship Mgmt Legacy Systems Unstructured Data Management SAP Ext. Enterprise Content Mgmt SAP Document Presentment Metadata Management SAP Information Steward SAP Sybase PowerDesigner Information Security Assigner SAP Identity Management Communication Channels SAP Portal SAP Gui SAP Ext. Enterprise Content Mgmt IDA en andere Data Stewardship SAP Information Stuard EIM Services SAP Data Services SAP Hana SAP Sybase IQ EIM Strategy - 23 -
  24. 24. Strategy – Corporate Objectives Past Traditional monolithic national railways company Present Future Transition driven by Innovation driven by §  Cost optimisation §  New business model within an open market for §  Enhanced Customer Services §  Punctuality of rail services -  passenger transport -  maintenance of rolling stock §  Uncompromising safety §  Agility to meet evolving customer demands §  New generation of employees §  Quality and accuracy of the information §  European market demands §  Paper reduction §  Work procedures uniformity Legacy DBs, Custom Apps, File servers and Paper EIM Strategy Strategic Platform for change and agile business processes Enriched Business Processes with content to enable Enterprise Information Management - 24 -
  25. 25. Strategy – Value Category Y/N Explanation Y - Manage customer complaints - Purchasing based on correct plans and technical drawings Security improvement Y - Availability and accuracy of plans and technical drawings - Improved maintenance of trains - Checked and validated information to the driver - Welfare and health of workers - Competence Management Image improvement Y - Standardization of communication - Faster response to customer complaints and contracts Services improment Y - Faster response to customer complaints and contracts - Easy access to relevant task-related information Modernization of equipment Y - Efficient maintainance Offering improvement N Result improment Y -  Cost reduction through centralized and integrated platform -  Cost reduction through more efficient handling of cases/files Information polilcy improvement Y - Better decisions through improved follow-up of files Quality & efficiency of internal processes Y - Standardization of procedures - Standardization of documents - Centralization of documents - Transparent integration with SAP Learning and growth Y - Changing attitudes to progressive paper reduction - Progressive mastering of new IT tools and applications Quality improvement EIM Strategy - 25 -
  26. 26. Strategy – Business Documents – Return On Investment §  Measures to drive productivity and return on investment §  The implementation of an ERP system realize a good ROI thanks to the decline in inventory costs, increased productivity and the ability to accelerate decisions. Higher productivity leads to a reduction of indirect costs and it is possible to create additional return by reducing the costs related to the management of documents. This cost reduction is done through the introduction of an Enterprise Content Management, reduction of storage and use of copiers. Moreover, from all the lost documents, 7.5% are totally lost and 3% are incorrectly classified. It costs 20 USD for a document to store and retrieve. De worldwide benchmark for the management of a single document is 20 USD or 15 EUR. §  Starting from the assumption that a worker at least manipulates 1 document per day and working 200 days in a year, we arrive at an average cost of € 3,000 per employee per year. §  For 2.000 users there is a theoretical cost of 6.000.000 EUR. §  This cost can be reduced by 50%. EIM Strategy - 26 -
  27. 27. Strategy – Communication Channel (Portal) – Return On Investment •  “Selection” of 3 important scenarios a)  Searching for contact details : 15x a month / user b)  Searching for HR Forms/policy : 2x a month / user c)  Searching for Corporate information : 2x a month / user •  Time spent to perform the scenarios –  With a poorly designed front end information architecture à 46 minutes / month / user –  With a well designed front end information architecture à 21 minutes / month / user •  Return On Investment with a well designed front end –  Estimated cost reduction per minute per user : 0,58 EUR –  262,5 minutes per year (25 min * 10,5 work months) à for 2000 users à 304.500 EUR / year EIM Strategy - 27 -
  28. 28. Strategy – Approach – Initiation (where to start) Information Governance Information Quality Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Informatie Security Communication Channels Portal EIM Strategy Reference & Master Data Management Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Architecture Document Management System - 28 -
  29. 29. Strategy – Approach – Initiation (where to start) To be a good basis for EIM, SNCB should develop the following disciplines supported or not by technology §  Information Governance §  To define rules §  To standardize work procedures §  Information Architecture §  To define the landscape of potential information (such as ERP, CRM, Business Intelligence, ECM) §  To define common information models for a unified and efficient use of information §  To manage the lifecycle of information §  To define the various sources for the data set (including master data) for uniqueness §  Information Quality Management §  To define quality KPIs §  To ensure information by checking and cleaning up data §  Non-Structured Data Management §  Further development of SAP Extended ECM to manage all types of information which may affect the alignment of information models §  Further integrating business processes with influence on the information models alignment §  Information Security §  Communication channels §  Further Portal developments for all information types to consume which may affect alignment of information models EIM Strategy - 29 -
  30. 30. Strategy – Approach – Realization (what we need to do) 1. Define a data strategy that supports the business strategy and objectives. 2. Identify the critical data elements that support the business objectives. 3. Quantify how the management of these data elements creates value. 4. Establishment of a current situation for the critical elements 5. Establish an improvement plan 6. Business and IT alignment behind data standards, rules and processes 7. Creating data standards and processes that support end-to-end business processes rather than ad-hoc projects. 8. Better control and visibility of information via relevant channels 9. The complete management of the information lifecycle (creation / acquisition to retirement / destruction) 10. Measurable results 11. Management of the change cycle EIM Strategy - 30 -
  31. 31. Strategy – Approach – Evolution (how far we need to go) Information Governance Information Quality Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Information Security Communication Channels Portal EIM Strategy Reference & Master Data Management Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Architecture Document Management System - 31 -
  32. 32. Strategy – Approach – Evolution (how far do we need to go) In order to ensure quality information, should NMBS the following disciplines develop with or without technology §  Reference and Master Data Management §  To keep important information sources in sync §  Business Warehousing and Business Intelligence §  To correctly align data models with ERP, CRM and ECM §  To deliver relevant reporting and KPIs §  Communication channels §  Mobile access §  Data Stewardship §  EIM Services EIM Strategy - 32 -
  33. 33. Strategy – Approach – Information Governance – Context NMBS Business strategy, policies & rules, IT constraints & policies EIM Governance Process optimization • Basic documentatiion • Maintainance documentation • IDA (Intelligent Driver Assistance) • HR • CRM complaints handling • Purchasing • Corporate Communication • AXI Case Management • Archiving • … EIM Strategy EIM Functionalities Project requirements en/of Legal en/of Privacy en/of ISO certification en/of Intellectual property - 33 -
  34. 34. Strategy – Approach – Informatie Governance – Model Business governance •  Global rules for managing the information •  Global content model with local degrees of freedom Change Management •  Allocation of roles, groups and users Program governance (steering commitee) •  Folder structure •  Typology •  Common meta data model •  Autorizations model •  Coordinate impact of initiatives on program level to global view Platform governance •  Selection criteria and rules about the structure and management of the platform •  Interaction / integration with other platforms and applications Operational governance •  Management of roles and groups Management & update of information model •  Helpdesk & Quality Control Communication channels governance •  Management of roles and groups IT governance EIM Strategy Information Architecture STABILITY SUSTAINABILITY UNIFORMIZATION STANDARDIZATION - 34 -
  35. 35. Strategy – Approach – Information Governance – Principes 1/2 •  Terminology (Information Types & metadata) •  Pursuit of common terminology •  Consolidation and harmonization •  Codification •  Clear definition •  Consistent use •  Communication Channels •  Streamlining •  Maximize use of electronic media •  Maximum use of functionalities offered by the platforms •  Standardized toolsets •  Tools to access information types •  Distribution / Communication of information EIM Strategy - 35 -
  36. 36. Strategy – Approach – Information Governance – Principes 2/2 •  Version Management – Minor work versions & Major approved versions – Consolidated •  Approval process – Minimal workflow implementation – Extended workflow implementation •  Status follow-up – Control of status values •  Access rights – Maximum granularity folder level – confidentiality – Autorizations through SAP Identity Management – Local access rights through local administrator EIM Strategy - 36 -
  37. 37. Strategy – Approach – Information Architecture The goal of the architecture is to support decision making for IT projects so that systems can: •  Increase end-user productivity –  eliminate time wasted searching for information –  facilitate knowledge generation –  increase the speed for analysis and decision –  reduce manual effort in processing information •  Reduce overall operating costs –  streamline the architecture, information lifecycle management, data marts –  eliminate and consolidate databases –  eliminate redundant data solutions •  Increase speed to market –  provide reusable data assets for solutions and applications –  set clear rules for the management of data to be used in projects and organizations EIM Strategy - 37 -
  38. 38. Strategie – Approach – Information Architecture – Models / Meta data Models (global) •  generic categories •  generic attributes •  generic classification •  generic taxonomy Meta data management (global) •  storing information about other information •  catalog of information assets and their relationships •  create, monitor, improve, define and manage meta data schemes and/ or model •  profiling data EIM Strategy - 38 -
  39. 39. Strategy – Approach – Information Architecture – Aligned to the Organization NBMS Technics At least 56 folders per entity! Centrale Directie Missie, visie, strategie en waarden entity Beleid Handboek Eisen Wet- en regelgeving Klanteneisen Eisen gesteld door de organisatie Vegunningen Contracten met derden SLA intern de NMBS-Groep Doelstellingen BeLEAN … Actieplannen Globale preventieplannen PBW Jaaractieplannen PBW … Indicatoren, monitoring en meting Middelen en uitrusting, werkomgeving Menselijke middelen Technische middelen Financiële middelen Werkomgeving … Organisatiestructuur, taakverdeling, … Organisatiestructuur EIM Strategy … Opleiding, competentie, sensibilisering Risicoanalyses Intern overleg en interne communicatie Beheer van veranderingen Verslagen van periodieke overlegvergaderingen Beheer van noodsituaties Verslagen comité PBW Werken met derden, onderaanneming, uitbesteding Financiële middelen … … HR Externe communicatie en verslaggeving Aankoop Jaarverslagen interne dienst PBW ICT Integraal milieujaarverslagen Primaire processen (eigen aan de entiteit) … Beheersing van het product Interne audits Beheersing van de werkzaamheden Auditkalender Ontwerp- en ontwikkeling Verslagen … … Ondersteunde Diensten Externe audits Produktie Traktie Auditkalender Produktie Materieel Verslagen WMS … Studiediensten rollend materieel Klantentevredenheid TW xxx Personeelstevredenheid CW xxx Directiebeoordeling TCT xxx Beheer niet-conformiteiten, … Ongevallen en incidenten Klachtenbeheer entities … NBMS Mobility NBMS Europe Beheersing van documentatie en registraties NBMS Centraal Support Beheersing van monitorings- en meetuitrusting … Auditkalender - 39 -
  40. 40. Core Processes Strategy – Approach – Information Architecture – Aligned to the Value Chain Planning en execution passenger transport and related Services Design Forecast Maintenance Rolling Stock Rolling Stock Planning en execution freight transport en related Services Sales Services and Customer Management Support Processes Bevoorrading & Aankoop Supply and Purchasing Finance Control Finance & & Controlling Sustainability Governance, Risk & Compliance Sustainability & & Governance, Risk & Compliance ITIT services services Human Resources Human Capital Management Buildings and installations Business Intelligence & Enterprise Information Management EIM Strategy - 40 -
  41. 41. Strategy – Approach – Information Architecture – Aligned to the Value Chain Core Processes Rollend Materieel Voorzien Rollend Materieel Planning en Uitvoering Reizigersvervoer… Onderrichtingen Reizigersvervoer Verkoop Densten en beheer Klanten Lead To Order Ontwerp/Studies Besturingsonderrichtingen B2C Binnenlands Reizigersverkeer Aankoop Begeleidersonderrichtingen B2C InternationaalReizigersverkeer Onderrichtingen Reizigersvervoer Internationaal B2B Binnenlands Reizigersverkeer Dossier X Onderhoud Onderhoudsbeleid Basisdocumentatie Exploitatiedocumentatie Handleidigen en depannagegidsen Planning en uitvoering goederentransport… … Planning Reizigersvervoer Termijn planning … B2C Binnenlands Reizigersverkeer Jaarplanning B2C InternationaalReizigersverkeer Korte termijn B2B Binnenlands Reizigersverkeer Strategische / voorbereidende studies Treinbestuurders Stationspersoneel Rollend Materieel Opmaak van de beurtregeling op lange termijn Treinbestuurders Treinbegeleiders Stationspersoneel Rollend Materieel Opmaak van de beurtregeling op lange termijn Treinbestuurders Treinbegeleiders Stationspersoneel Rollend Materieel Lijninfrastructuur Rapportering en Opvolging Reizigersvervoer EIM Strategy Verkoop en Distributie Studies en budgettering Treinbegeleiders … B2B InternationaalReizigersverkeer B2B InternationaalReizigersverkeer Marketing B2C Binnenlands Reizigersverkeer Cammpagne X B2C InternationaalReizigersverkeer B2B Binnenlands Reizigersverkeer B2B InternationaalReizigersverkeer Commerciële communicatie Binnenland Internationaal Verdelen en verkopen van vervoersbewijzen Operationele verkoopsondersteuning stations Verdelen en verkopen van vervoersbewijzen Stationsbeheer en Stationspersoneel Beheer Klantenreacties Dossier X - 41 -
  42. 42. Strategy – Approach – Information Architecture – Aligned to the Value Chain Core Processes Bevooraading en Aankoop Aankoop Planning Coördinatie Operaties Sustainability & Governance, Risk & Compliance Veiligheid Kwaliteitsbeheer Juridische Aangelegenheden Schaden Dossier X Bevooraading (operatoneel) Financiën & Beheerscontrole Strategische planning en jaardoelstellingen Facturatie Fiscaliteit Boekhouding Beheerscontrole Litiges Dossier X Jures Dossier X Interne audit(s) Externe audits Contractbeheer IT Services Systeemdossiers Systeem X Gebouwen en installaties Stations Studie inrichting en uitrusting stations Personeelsbeheer Loopbaan Functiecatalogus Stage en proef Opleidingen Opleidingsaanbod Opleidingsbeheer Examens en ertificaties Personeelsadministratie Individueel personeelsdossier Dossier X Aan- en afwezigheden Bezoldigingen, toelagen en vergoedingen Medisch dossier HR-organisatie Organogrammen Personeelsbehoeftenplanning Veiligheid en welzijn Veiligheidsregister Aankoop inrichting en uitrusting stations Personeelstevredenheid Onderhoud inrichting en uitrusting stations HR-wetgeving Werkplaatsen Studie uitrusting werkplaatsen Business Intelligence & Enterprise Information Management Aankoop uitrusting werkplaatsen Onderhoud uitrusting werkplaatsen Beheer wagenpark EIM Strategy - 42 -
  43. 43. Strategy – Approach – Information Architecture – Organization vs Value Chain Based on Organization Based on Value Chain Total of 219 entities 34 B-TC / 34 B-MO / 36 B-EU / 49 B-CS / 23 B-CF / 43 B-F 56 folders per entity 12.264 folders distributed over 4 levels Level 1: Business Unit Level 2: Entity Level 3-4: Theme Level 5 – 6 – 7 : Process/project specific EIM Strategy 130 folders distributed over 3 levels Level1: Domain based on value chain element Level 2 – 3: Value chain element Level 3 – 4 – 5: Process/project specific - 43 -
  44. 44. Strategy – Approach – Information Architecture – Practical use Portal Organization Information Management Value Chain B-TC B-TC.1 B-TC.4 B-TC.9 B-TC.41 B-TC.43 Rollend Materieel Planning en Uitvoering Reizigersvervoer… Planning en uitvoering goederentransport… Portal Localization Verkoop Densten en beheer Klanten Bevooraading en Aankoop Financiën & Beheerscontrole Sustainability & Governance, Risk… IT Services Personeelsbeheer Gebouwen en installaties Business Intelligence & EIM Other Media Function EIM Strategy Portal Function Intelligent Driver Assistant - 44 -
  45. 45. Strategy – Approach – Information Architecture – Benefits Robust and flexible for organizational changes Shallow and user-friendly structure Inline structure Portal – SAP – xECM Relation between structure and homogeneous user groups Homogeneous use of metadata and classification(s) Matched to performance (process / people / system) EIM Strategy - 45 -
  46. 46. 360° View Quick Search Process Integration Right Place Right Time Strategy – Approach – Information Quality Management All processes require ACCESS to HIGH QUALITY DATA Structured / Unstructured Data Central Repository Standardization of procedures GOVERNANCE of the information lifecycle EIM Strategy Tracability Auditabilty - 46 -
  47. 47. Strategy – Approach – Information Quality Management •  Accuracy The extent to which the data reflect reality •  Completeness The extent to which data are not missing •  Consistency The extent to which different data generates no conflict on the same underlying data object •  Integrity The extent to which important relationships are not missing data •  Up-to-dateness The extent to which data is sufficiently up-to-date •  Uniqueness The extent to which the data of one set of columns are not repeated Quality management activities Data Cleansing, Data Enrichment, Data Matching, Data Scorecards EIM Strategy - 47 -
  48. 48. Strategy – Approach – Unstructurde data management Automate filing and indexing Define, control and accelerate decision processes Empower teams with internal and external users to collaborate efficiently Enable consistent document handling and Microsoft Office Integration Provide secure native access to SAP and non-SAP users. Enable 360° view on documents. Consolidate repositories and storage management Control the content and reduce compliance costs EIM Strategy - 48 -
  49. 49. Strategy – Approach – Unstructured data management – Benefits Activities Goals •  •  •  Common platform Common attributes for classification General business vision Current situation •  •  •  Legacy systems Common rules but local applications Local methods •  •  History, traceability Distribution of management •  •  Removal, loss of information Locally stored management •  •  •  Shared access to all kinds of documents Integration between documents and SAP Direct access via portal / Wind.Expl. / Outlook / SAP •  •  •  Access with focus on the request Local and non-integrated visibility Local access db, lotus, others •  •  •  Shared storage platform controlled lifecycle Controlled user access (profiles) •  •  •  Deviating Legacy storage Multiple systems ... less control Controlled access by system / user •  Latest version & history and access to all versions Control of documents by statuses •  •  Latest version Control of documents on / off •  EIM Strategy - 49 -
  50. 50. Strategy – Approach – Information Security Protection of data against abuse by: •  Standardized guidelines for the treatment and disclosure of information that meets the regulatory and privacy requirements •  A security infrastructure that ensures that individually identifiable information is stored in a protected environment •  Audit trails and controls to a consistent view of information to ensure consumption •  Disaster recovery strategies that prevents the loss of this critical enterprise asset •  A data architecture strategy that ensures acceptable performance of the information distribution mechanisms EIM Strategy - 50 -
  51. 51. Strategy – Approach – Communication channels – Practical •  Channel specifications – Profiles – Devices – Front end technologies (choice matrix) – Environment & connectivity •  Design patterns (template control) •  Central style guide •  Methodology : Top down & Bottom up iterations •  User Centric Design vision EIM Strategy - 51 -
  52. 52. Strategy – Approach – Communication channels – Intranet Challenges •  Central Intranet Portal Governance & Editorial team •  •  •  •  •  Central & per Domain / Theme Vision to determine and support Design guidelines Monitoring of web content "Writing for the Web" Liability & Responsibility for the protection of sensitive information •  Theme based information architecture •  •  Safety, trainings, careers, contacts, charts, ... Theme manager? Process-based? •  Web coordinators per themas •  •  •  Organizational risks (especially in certain departments) Change Management "On the Field" interviews required for proper theme and top tasks analysis •  Approval flows & moderation •  EIM Strategy Publication to a certain theme / channel - 52 -
  53. 53. Strategie – Approach – Communication channels – Intranet value •  Cost reduction •  Removal of local intranets. (Hardware, maintenance, support, content maintenance) •  Reduction of IntraWeb costs from the PC-seat costs •  Cost avoidance •  Avoiding new non compliant infrastructure such as local web servers, SharePoint environments, ... •  Avoiding training in back-end applications for infrequent users •  Reduce the risk of errors due to poor information flow •  Higher Effectiveness •  •  •  •  The right information to the right person at the right time. Findability of information without human intervention Improved discoverability of applications Improved usability of webified applications •  Better Efficiency •  An information architecture, 1x defined, re-used •  Common processes for channeling content •  ONE set of roles and responsibilities EIM Strategy - 53 -
  54. 54. Strategy – Approach – Communication channels – Conceptual model Thematic information architecture My job/workspace v  v  v  My subscriptions q  ü  q  q  ü  EIM Strategy - 54 -
  55. 55. Resource + Contact Stéphane Haelterman Program Manager EIM Strategy - 55 -