Achieving complete information governance at Belgian Railways
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Transcript of Achieving complete information governance at Belgian Railways
INSIGHT. INNOVATION. IMPACT.
INSIGHT. INNOVATION. IMPACT.
Achieving Complete Information Governance at Belgian Railways
SAP-408 Success Story
Stéphane Haelterman Program Manager
(be.linkedin.com/in/shaelter)
Business case Company key figures, corporate objectives,
strategic value, roadmap, return on investment
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Company key figures
• 550 Stations & Stops • > 3.670 trains a day • 698 locomotor • 740 self-propelled • 280.980 seats • 4 Eurostar (HST) • 7 Thalys (HST)
Trains &Stations
• 3.374 km of lines • 3.002 km powered • 314 km HST lines
Network
• 29.298 traveler trains a week • 6.941 freight trains a week • 89,2% arrived on time or max 5 min. delay
Traffic
• > 500.000 travelers a day • 207 million travelers a year
Travelers
• 60 million tons a year Freight
• 20.761 SNCB/NMBS • 12.749 Infrabel • 4.111 Holding • 710 Other
Employees
FR
DE
NL UK
BE
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Corporate objectives
Innovation driven by
§ New business model within an open market
- passenger transport
- maintenance of rolling stock
§ Agility to meet evolving customer demands
§ Quality and accuracy of the information
§ Paper reduction
§ Work procedures uniformity
Transition driven by § Cost optimisation
§ Enhanced Customer Services
§ Punctuality of rail services
§ Uncompromising safety
§ New generation of employees
§ European market demands
Traditional monolithic national railways company
Past Present Future
Strategic Platform for change and agile business processes
Legacy DBs, Custom Apps, File servers and Paper
Enriched Business Processes with content to enable Enterprise Information Management
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Strategic value
Cost optimisation
Enhanced Customer Services
Punctuality of rail services
Uncompromising safety
New generation of employees
European market demands
OpenText solutions
Progressive paper cost reduction strategy Lower TCO for the content management solution, so a higher ROI
Faster handling of customer case files, faster information lookup
Speed up and avoid breaches in the supply chain by visualizing parts to order/produce
Accuracy of technical drawings and valid working procedures
Secure historical know-how and offer modern working tools
Comply with demands for traceability, conformity, safety certificates
Cor
pora
te O
bjec
tives
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Roadmap
2009 2010 2011 2012
FI, CO, MM, WM, SD, LE, PS, PM for 4 Central Workshops
2013
xECM Strategy
xECM Vision & Plan
Rolling Stock Maintenance, Intelligent Driver Assistant
QM CerGficates, PS DocumentaGon + Solman integraGon, PS-‐RPM HR-‐OM, HR-‐PA, HR-‐TIME, HR-‐REC, HR-‐TRAVEL, Employee File Mgmt, InformaGon Lifecycle Mgmt
FI, CO, MM, WM, SD, LE, PS, PM for all en11es HR, CO-‐PA, BI Invoice Mgmt
CRM Complaints Handling, Carve-‐out B-‐Cargo, EnGty In Charge of Maintenance
HR-‐LSO, HR-‐QLF, Enterprise Portal, HST Maintenance, Rolling Stock Maintenance, CRM-‐LTO, CRM-‐CPM, CRM-‐CTR
2014 2015
HST Maintenance, HR-‐LSO, HR-‐QLF, CRM-‐LTO, CRM-‐CPM, CRM-‐CTR , CRM Complaints Handling, Web Content Mgmt
CRM-‐MKT, HR-‐PA, HR-‐TIME, HR-‐REC, HR-‐TRAVEL DistribuGon, Web Content Mgt, SAP Data Archiving
Enterprise Asset Mgmt Enterprise Info Mgmt
IS-‐Real Estate, QM CerGficates, PS-‐RPM, InformaGon Lifecycle Mgmt
ERP
xECM
11.585 users
5.000 users
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Return on investment & key figures
§ Expected savings of 30 million EUR per year from document handling
§ Expected savings of 1,5 million EUR per year from intranet portal navigation
§ 40% efficiency & productivity gain in the supply chain
§ 2.5 million documents added in the first year, growing by some 1.3 million each year to over 7.5 million after five years
§ 1 million technical drawings produced by 340 engineers required by more than 1800 planners, technical workers, purchasers, etc.
§ Up to 5000 train drivers and 2500 train conductors receiving documents on a mobile device
§ Up to 11585 users on the platform
Achievements Vendor invoice management, drawing management,
driver regulations, integrated billing & ticketing, …
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Bridge the gap between business documents and business process
• Technical Drawings • Book of PaYerns • CalculaGon notes • Quality Manuals • OperaGonal Guides • Procedures • Work InstrucGons • Fact Sheets • Forms • Checklists • Naming ConvenGons • Technical Catalogue • Pictures
Maintenance
Example of solutions
Enterprise Asset Management
Real Estate Management
Employee File Management
Invoice Management
Travel Receipt Management
Intelligent Driver Assistant
FI/CO, PLM, SRM, EH&S, HR
FI/CO, PS, PM, MM, HR
HCM, Non-SAP
FI-AP, MM
HCM, FI/CO
HR, PM, Non-SAP
• Lease Agreements • Leasing Contracts • Property Acts • Contract Forms • Contract Account Sheets • Rent SeYlements • Customized Emails / Fax • Digital Signatures • Photos
Facility Management
• Resumes • Learning • Assessments • Appraisals • Medical AYests • Training AYests • CerGficates • FuncGon DescripGons
HR
• Invoices • Taxes • Downpayments
• Line Sheets • Brakes BulleGn • TroubleshooGng Wizard • Log Book • Time RegistraGon • Incident Handling
Driver Procedures
Accounts Payable
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Past vendor invoice management
Legacy Systems
Vendor A
Vendor B
Vendor Z
Vendor C
Local purchasing (300 users) Local accountancy (100 users)
Purchaser A/P Clerk
30% PO invoices / No action at the source / Lost invoices / Lost discounts / Late payments Double payments / No accurate accruals / Difficult closings / No visibility into costs / No traceability
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Current vendor invoice management
Vendor A
Vendor B
Vendor Z
Vendor C
.
. .
.
A/P Clerk
Warehouse
Other…
Purchaser
Accountant
Solving Issues
Posting
Purchasing
Mail Room
Scanning
Record Management
Data Control
Purchaser Logistic Control
Accountant
Payment
Central Procurement (100 users) Financial Shared Services (20 users)
95% PO invoices / Minimal backlog / On-time payments / 70% faster process / Provisioning quality Transparency into costs / Quality closings / Reporting / Task distribution / Traceability / Paper reduction
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Previous drawing management
Inconsistencies / Duplicates / Obsolescence / Inaccuracy…
Qualitydatabase
Public Database Fileserver
Fileserver Fileserver
Fileserver
Fileserver
Fileserver
Fileserver
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Current drawing management
Fast / Up-to-date / Accurate / Integrated / Traceable / Auditable
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Kiosk with materials catalogue and drawings
Fast / Up-to-date / Accurate / Integrated / To-the-point / Accessible
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Previous driver regulations & manuals
Paper based / Confusing / Duplicates / Inaccuracy / Time consuming…
12 KG backpack full of paper
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Current driver regulations & manuals
Lightweight / Compact / Fast / Up-to-date / To-the-point / Cost effective
2 KG mobile device
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Integrated customer billing and ticketing
Convergent Charging & Billing
Marketing
Digital Asset
Delivery Confirmation
Accurate / Consolidated / Automated / Flexible / Personalized
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Comply with European legislation
It manages the maintenance logbooks for each vehicle which it is registered in the National Register of Vehicles as “Entity in charge of Maintenance", and ensures the correct implementation by ensuring that the vehicle is maintained in accordance with its maintenance backlog and requirements force including the TSI (Technical Specifications Interoperability); It provides traceability of maintenance operations performed on each vehicle by managing and keeping up to date maintenance reports for each vehicle; It analyzes the lessons learned including the data from maintenance, accidents or incidents to update the owner's maintenance logbook adequately; It informs the owner of all restrictions and specific operation conditions of these cars; It contracts a liability insurance covering sufficient financial risks arising from its activities.
The “Entity In Charge of Maintenance” needs to comply with the following prescriptions:
1
2
3
4
5
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Comply with European legislations • WMS, Wagon Maintenance Services, is an
entity of workshops, with central coordinating services, that offers its expertise of Wagon Maintenance over whole Belgium that combines high level maintenance studies with the precise adaptation and registration of the wagon passport.
• SNCB is certified as ECM (Entity In Charge of Maintenance) with EU id BE-34-2011-0001.
• ISO9001 / ISO9000 / ISO9008 / ISO55000
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Current customer relations
Unmatched / Inacurracy / Duplicates / Time consuming…
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Current intranet portals CW Mechelen - HR CW Cuesmes
Technics Traction
Mobility train supervision
Technics Material
Sharepoint Shared Drives Databases Fileservers Portals
…
Papier
Holding HR
Inconsistencies / Duplicates / Aging / Inaccuracy…
Enterprise Information Management Definition, facts, framework, process,
dimensions, inventory, governance and architecture
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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.
http://www.gartner.com/it-glossary/ enterprise-information-management-eim/
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Framework
Communication Channels
Information Architecture
Information Quality
Management
Reference & Master Data Management
Data Warehousing &
Business Intellingence
Structured Data Management
Unstructured Data
Management
Information Governance
Information Security
Portal Mobile Devices + others
ERP CRM
+ Reporting
Document Management
System
EIM
Services
Dat
a S
tew
ards
hip
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Process
Content
Model
Role
Structured ERP/CRM/Legacy
Semi structured
Web Content
Unstructured Documents
Reports Business Intelligence
Others
Portal
Mobile Device
Others
Kiosk
Input Output Process
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Dimensions
Independance Collaboration
Culture
Individual Projects Information Strategy
Maturity
Mystery Information Inventory
Data Domains & process
IT, adhoc Business
Sponsoring
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Inventory Discipline Process
model Organisation Maturity Technology
Information Governance N/A
Information Architecture
Information Quality Management
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 Customer Relationship Mgmt Legacy Systems
Unstructured Data Management OT xECM for SAP solutions OT CCM for SAP Solutions
Metadata Management
Information Security Assigner SAP Identity Management
Communication Channels
SAP Portal + OT PSM + OT PCM SAP Gui OT xECM for SAP solutions Mobile devices
Data Stewardship
EIM Services
S
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Governance context
Business strategy, policies & rules, IT constraints & policies
EIM
Fun
ctio
nalit
ies
Legal
Privacy
ISO certification
Process optimization Project requirements en/of
en/of
en/of
Intellectual property en/of
• Drawing Management • Maintenance documentation • Purchasing • Intelligent Driver Assistant • HR • CRM complaints handling • Corporate Communication • AXI Case Management • Archiving • …
EIM Governance
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Governance model Information Architecture • Folder structure • Typology • Common meta data model • Autorizations model
Cha
nge
Man
agem
ent
Business governance • Global rules for managing the information • Global content model with local degrees of freedom • Allocation of roles, groups and users
IT governance
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
Program governance (steering commitee) • Coordinate impact of initiatives on program level to
global view
STABILITY SUSTAINABILITY UNIFORMIZATION
STANDARDIZATION
Communication channels governance • Management of roles and groups
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Information architecture
Sales Services
and Customer Management
Planning and execution freight transport en related Services
Planning and execution passenger transport and related Services
Design
Maintenance Rolling Stock
Forecast Rolling Stock C
ore
Pro
cess
es
Sup
port
Pro
cess
es
IT services
Human Resources
Finance & Controlling Bevoorrading & Aankoop
Buildings and installations
Business Intelligence & Enterprise Information Management
Sustainability & Governance, Risk & Compliance
IT services
Human Capital Management
Finance & Control Supply and Purchasing
Sustainability & Governance, Risk & Compliance
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Information architecture
Based on Organization
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
distributed over 3 levels Level1: Domain based on value chain element
Level 2 – 3: Value chain element
Level 3 – 4 – 5: Process/project specific
130 folders
Based on Value Chain
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Information architecture
Rollend Materieel
Planning and execution freight transport…
Planning en execution passenger transport.
SalesServices and CustomerManagement
Supply and Purchasing
Sustainability & Governance, Risk…
Human Capital Management
Finance & Control
IT Services
Buildings & Installations
Business Intelligence & EIM
B-TC
B-TC.1 B-TC.4
B-TC.41
B-TC.43
B-TC.9
Portal Organization
Portal Localization
Portal Function
Other Media Function Intelligent
Driver Assistant
Information Management Value Chain
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Information architecture
Robust and flexible for organizational changes
Shallow and user-friendly structure
Relation between structure and homogeneous user groups
Homogeneous use of metadata and classification(s)
Inline structure Portal – SAP – xECM
Matched to performance (process / people / system)
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Summary ONE Global
Information Reference Model
• Data / Document(s) & -types • Identification & codification • Metadata model • Folder structure
Trust & Compliance
• Reference library • Management processes • Information security
Standardization
• Management of data / documents • Publication • Communication
Collaboration
• Transparancy • Traceability • One version of
the truth
Communication
• Intern/Extern Portals • Mobile devices
Recognition
• House style & Branding • Identification
Management model
• Distribution lists • Role assignment
SAP Integration
• On masterdata • On business processes
Strategy Ignition, evolution and ultimate goal
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Ignition
Communication Channels
Information Architecture
Information Quality
Management
Reference & Master Data Management
Data Warehousing &
Business Intellingence
Structured Data Management
Unstructured Data
Management
Information Governance
Informatie Security
Portal Mobile Devices + others
ERP CRM
+ Reporting
Document Management
System
EIM
Services
Dat
a S
tew
ards
hip
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Ignition § 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 OT xECM for SAP solutions 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
§ Portal developments for all information types to consume which may affect alignment of information models
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Evolution
Communication Channels
Information Architecture
Information Quality
Management
Reference & Master Data Management
Data Warehousing & Business Intellingence
Structured Data Management
Unstructured Data
Management
Information Governance
Information Security
Portal Mobile Devices + others
ERP CRM
+ Reporting
Document Management
System
EIM
Services
Dat
a S
tew
ards
hip
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Evolution § 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
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Ultimate goal
PORTAL
IDA
KIOSK
IPAD
“Single Source of the Truth"
Business solutions
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Business solutions
§ OpenText Extended ECM for SAP Solutions
§ OpenText Vendor Invoice Management for SAP Solutions
§ OpenText Customer Communications Management for SAP Solutions
§ OpenText Portal Site Management for SAP Solutions
§ OpenText Portal Content Management for SAP Solutions
§ OpenText BPM Assure ITSM
§ OpenText Tempobox
§ OpenText AppWorks
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