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OPEX 2017, Wiesbaden
CUSTOMER CENTRICITY -
WIE SCHAFFEN WIR
SICHERHEIT IN EINER
DIGITALEN
PLATTFORMWELT
GUNNAR OBST
19-01-2017
2
• over 1600 employees; more
than 100 dev teams
• headquarter in Berlin; tech
hubs in Dublin and Helsinki
• mobile first – more than 65%
of visits
• assortment – inhouse
content creation
• logistics – 290 000 m²
warehouse floor; 11 logistics
partners
• payment processing – 20
payment methods
• 19 million active customers
in 15 countries in Europe
• 200 000 articles of
over 1500 brands
• revenue 2015: ~ 3 billion €
WHO WE ARE – ZALANDO
FASHION TECHNOLOGYOPERATIONS
4
BUSINESS
TRANSFORMATION
5
WE CONNECT TWO PLAYER
FROM RETAIL
6
WE CONNECT FASHION AND PEOPLE
TO PLATFORM
7
NEW WAYS OF WORKING
WITHIN TECHNOLOGY
8
9
LATEST TECHNOLOGIES &
METHODOLOGIES
10
NEW PRODUCTS & SERVICES
http://www.collabary.com/
https://mediasolutions.zalando.com/
https://www.zalon.de/
https://movmnt.de/
https://www.zipcart.de/
https://www.fleek.de/
11
BUSINESS PROCESS
MONITORING
12
WHAT IS BUSINESS PROCESS MONITORING?
PAYMENT
LOGISTICS
13
CHALLENGES
CULTURE
• independent teams; focus on disruptive
innovation
• distributed responsibility
• continuous change
TECHNOLOGY
• no central workflow engine
• autonomous microservices
• dynamic scaling
14
APPLICATIONS
MONITORING REPORTING ANALYSIS
SECONDS HOURSMINUTES
FIXED FLEXIBLE, AD-HOC
WIDGETS,
DRILLDOWN
DATA LATENCY
STANDARDIZATION
15
• ad-hoc and flexible
analysis
• uncover root causes
ex-post
• basis for continuous
improvement
• custom reporting
templates
• automatic measurement
and presentation of
KPIs
• trends and forecasts
• monitoring of running
cases
• throughput at a glance
• autonomous, 24 × 7
surveillance, automatic
alerting
APPLICATIONS
MONITORING REPORTING ANALYSIS
16
ARCHITECTURE – THEN
SHOP
PAY-
MENT
LOGIS-
TICS
EVENT
DATABASE
MONITORING REPORTING
BUSINESS EVENTS
implementation of a central storage for all
business relevant IT transactions
BUSINESS PROCESSES
correlation of events to business processes
PERFORMANCE INDICATORS
continuous ETL processing to aggregate
event information and computation of metrics
DATA
WAREHOUSE
17
ARCHITECTURE – NOW
MONITORING REPORTING ANALYSIS
DATA
LAKE
EVENT BUS
SHORT TERM
STORAGE
VERY FAST
INFINITE
STORAGE
SLOW
SVC SVC SVC SVC SVC
SVC SVC SVC SVC
18
19
CONCLUSION
20
- SCALABLE SOLUTION
- EVOLVE SYSTEM
- PROCESS MINING
- SELF-LEARNING SYSTEM
- ENABLE, ENABLE, ENABLE...
OUTLOOK PROCESS
MONITORING
21
- CHANGE TAKES TIME
- REACT AGILE
- ENABLE PEOPLE
... HARD WORK
LESSONS LEARNED
TRANSFORMATION
22
CONTACT
GUNNAR OBST
Delivery Lead Platform Excellence
IT Audit - Business Excellence - Platform Reliability
gunnar.obst@zalando.de
ZALANDO SE
http://corporate.zalando.de
ZALANDO TECHNOLOGY
http://tech.zalando.com

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Customer Centricity - Process Monitoring

  • 1. OPEX 2017, Wiesbaden CUSTOMER CENTRICITY - WIE SCHAFFEN WIR SICHERHEIT IN EINER DIGITALEN PLATTFORMWELT GUNNAR OBST 19-01-2017
  • 2. 2 • over 1600 employees; more than 100 dev teams • headquarter in Berlin; tech hubs in Dublin and Helsinki • mobile first – more than 65% of visits • assortment – inhouse content creation • logistics – 290 000 m² warehouse floor; 11 logistics partners • payment processing – 20 payment methods • 19 million active customers in 15 countries in Europe • 200 000 articles of over 1500 brands • revenue 2015: ~ 3 billion € WHO WE ARE – ZALANDO FASHION TECHNOLOGYOPERATIONS
  • 3.
  • 5. 5 WE CONNECT TWO PLAYER FROM RETAIL
  • 6. 6 WE CONNECT FASHION AND PEOPLE TO PLATFORM
  • 7. 7 NEW WAYS OF WORKING WITHIN TECHNOLOGY
  • 8. 8
  • 10. 10 NEW PRODUCTS & SERVICES http://www.collabary.com/ https://mediasolutions.zalando.com/ https://www.zalon.de/ https://movmnt.de/ https://www.zipcart.de/ https://www.fleek.de/
  • 12. 12 WHAT IS BUSINESS PROCESS MONITORING? PAYMENT LOGISTICS
  • 13. 13 CHALLENGES CULTURE • independent teams; focus on disruptive innovation • distributed responsibility • continuous change TECHNOLOGY • no central workflow engine • autonomous microservices • dynamic scaling
  • 14. 14 APPLICATIONS MONITORING REPORTING ANALYSIS SECONDS HOURSMINUTES FIXED FLEXIBLE, AD-HOC WIDGETS, DRILLDOWN DATA LATENCY STANDARDIZATION
  • 15. 15 • ad-hoc and flexible analysis • uncover root causes ex-post • basis for continuous improvement • custom reporting templates • automatic measurement and presentation of KPIs • trends and forecasts • monitoring of running cases • throughput at a glance • autonomous, 24 × 7 surveillance, automatic alerting APPLICATIONS MONITORING REPORTING ANALYSIS
  • 16. 16 ARCHITECTURE – THEN SHOP PAY- MENT LOGIS- TICS EVENT DATABASE MONITORING REPORTING BUSINESS EVENTS implementation of a central storage for all business relevant IT transactions BUSINESS PROCESSES correlation of events to business processes PERFORMANCE INDICATORS continuous ETL processing to aggregate event information and computation of metrics DATA WAREHOUSE
  • 17. 17 ARCHITECTURE – NOW MONITORING REPORTING ANALYSIS DATA LAKE EVENT BUS SHORT TERM STORAGE VERY FAST INFINITE STORAGE SLOW SVC SVC SVC SVC SVC SVC SVC SVC SVC
  • 18. 18
  • 20. 20 - SCALABLE SOLUTION - EVOLVE SYSTEM - PROCESS MINING - SELF-LEARNING SYSTEM - ENABLE, ENABLE, ENABLE... OUTLOOK PROCESS MONITORING
  • 21. 21 - CHANGE TAKES TIME - REACT AGILE - ENABLE PEOPLE ... HARD WORK LESSONS LEARNED TRANSFORMATION
  • 22. 22 CONTACT GUNNAR OBST Delivery Lead Platform Excellence IT Audit - Business Excellence - Platform Reliability gunnar.obst@zalando.de ZALANDO SE http://corporate.zalando.de ZALANDO TECHNOLOGY http://tech.zalando.com