ASK MDM - Master Data Help Desk - IQ International ... · ASK MDM - Master Data Help Desk . 1...

ASK MDM - Master Data Help Desk

1 11/5/2013

Noha Radwan Information and Data Quality Conference (IDQ) November 4-7, 2013 Little Rock, AR

Schlumberger Overview Schlumberger is an oil and gas service company providing service to the major players in the oil and gas industry through our use of cutting-edge technology, integrated project management, and information solutions.

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Agenda

• Schlumberger Master Data Management (MDM) • MDM quality center • ASK MDM

• Project Drivers and challenges • Stakeholders • Approach/Tools • FMD Incidents Resolution Model • Training/ Communication • Project Benefits

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Master Data

Master Data Management (MDM) is the workflow process in which Business and Information Technology (IT) work together to develop an enterprise view and to ensure the uniformity, accuracy, stewardship, and accountability of master data that is shared by several disparate IT systems and groups.

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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-

Approach/Tools ASK MDM- FMD

Incidents Resolution Model

ASK MDM- Training/ Communication ASK MDM- Benefits

Wells / Fields

Schlumberger Master Data Roadmap 2012 2013 2014 2015 2016

Geographical Reference Data

SL Organization

SLB Facilities

SLB Legal Entities

Internal Parts

External Parts

Equipment, Materials & Supplies

Chart of Accounts

Suppliers

Spend Taxonomy

Units of Measure

Rigs

Customers

Global Accounting Reference

Products & Services

HR Org Unit

SLB Person

Marketing & Sales

IT

Finance

SL

Legal

Supply Chain

EMS

HR HR Job

Applications

Locations

EMS Org

Business Role

MD Design

Compliance Content





Master Data Quality Center

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Correct, Enrich, Measure

Execution & Monitoring

Manage & Maintain Data Quality

Entry Validation Correction Enrichment

Reporting

Source Reports

Alignment Reports

Project Support

Analysis

Data Profiling

Data Cleansing

Implementation

Mapping Consumer Systems

Data Quality

Reporting

ASK MDM- Project Drivers

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• FMD multi-consumer backlog of errors • Average 3/4 emails per issue, 50 FMD

change request per month • No KPIs / measurements • 2 vs. 0.5 Schlumberger knowledgeable

resources to support FMD • Master Data Management program and

Quality center is expanding • Pressing need to get to a “Zero Defect”

master data.

What Is Master Data ASK MDM – Drivers and

Challenges ASK MDM- Stakeholders ASK MDM- Approach/Tools

ASK MDM- FMD Incidents Resolution

Model ASK MDM- Training/

Communication ASK MDM- Benefits

PM Analyst

Global Facilities Team

Problem Owners

ASK MDM - Vision

• Efficiently and effectively manage master data change requests • Develop an initiating point of contact for all master data issues • Develop complete framework and workflow process that covers all

the aspects to create a service desk for master data issues: • Stakeholders & Responsibilities • Tools, • Incidents Resolution model & processes, • Staffing, training, and Communication plans.

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ASK MDM - Solution

• Defined the existing problem • Designed and modeled a framework and a workflow

process generic for Master data Domains • Leveraged existing Schlumberger tools and processes • Implemented the full solution for FMD and put in place the

framework for the five MD domains managed by Master Data Quality Center

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ASK MDM - Challenges

Proposing a framework for a master data service desk involves many aspects - examples: • Drive the change in culture • IT Help desk limitations • Data provided for the Help desk • Stakeholders, support levels and interaction

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ASK MDM Stakeholders

Master Data

Change Request

Master data Quality Center

Data Consumers

Help Desk

Data Owners/

Custodians

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Specialized per domain (MDQC) Business/Data Quality analyst(s)

Data Source(s) Business Segment/

Function

Data Consumers Multiple functions/

segments

24/ 7 incident management professionals





Data Owners/

Custodians Data

Consumers

Master data Quality Center

Help Desk

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ASK MDM Approach/ Tools

• Enterprise used Remedy Software • Schlumberger 24/7 IT Help Desk





• Master data Management is represented as an Enterprise Service in Remedy, the model is Expandable for more domains

• Quality Center domain professionals represents their respective domains as Level two support groups in Remedy

ASK MDM in Remedy Support Product Categorization

Tier1: Enterprise Services

Tier 2: Master Data Management

MD-Facilities Master Data

Quality Center analyst(s)

PM (if needed)

MD-Geographical Reference Data


PM (if needed)

MD-Global Accounting Reference


PM (if needed)

MD-Legal Entity


PM (if needed)

MD-SL Org


PM (if needed)





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FMD Incidents Resolution Model

Facilities Master Data

• Project vision: provide a single source of accurate, high-quality facility information to the enterprise

• Shift from 50,000 manually managed addresses • Actually about 2500 unique facilities (20x) • MD change requests management

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Consume

Consumable MD

Monitor

Quality Center

Unvalidated MD

Validate Incident Management

Incident Management

Instantiate & Provide

Capture

Facilities Data Explorer


• FDE Remedy Queue • Issues handled by global facilities team, outside of Master

Data Team Non Data Issues

• Consumers Designated Queues • Submission and follow up By MDQC team

Consumers Alignment Issues

• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues

• ASK MDM-MD-Facilities Master Data • Help desk managed

• MDQC resolved

Consumers Requests





19

95.92

NAM


95.92

NAM





FMD consumers’ data misalignment issues will be submitted mainly by the MDQC team, directly to the consumers designated queues in Remedy

Consuming System Remedy Queue

SAP Finance SAP-NAM-Finance-L2

Quest Quest-L3

Geosites Geosites-L2

SWPS E2E-EAR-AA-8-SWPS

Lawson GSC-Finance-AC/GL-L2


• FDE Remedy Queue • Issues handled by global facilities team, outside of Master

Data Team Non Data Issues

• Consumers Designated Queues • Submission and follow up By MDQC team


• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues

• ASK MDM-MD-Facilities Master Data • Help desk managed

• MDQC resolved

Consumers Requests





Facilities MD-Consumers Tickets Sources

22

Lawson Finance

SAP Finance RCTS

Global Traceability

SAP HR eJourney

Siebel

Remedy

Load Chart

Facilities Master Data

SWPS GeoSites

QUEST

Corporate Badge

Network Servers

Video Conference

LDAP

CI Tracker

Facilities master data receives an average of 50 MD change requests every month





Legacy FMD Change Requests Work Flow

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PM Analyst

Global Facilities Team

Problem Owners





ASK MDM Work Flow

Help Desk Data Steward

1

Request data changes 3

Inform about the resolution

Inform about the resolution

2

MDQC L2

3

Report a Master data issue: Submit ticket to ASK MDM

Request data changes

Incident Originator

4

5

2

No Decision tree

(More analysis Required)

verification request

Data Owners





As Documented In Provision

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RACI Matrix

Stakeholder/Tasks

Submit MD change request

Receive & Log

incident

Request data change

verification

Data Change

verification

Request data

change

Perform data

change

Inform about

resolution

IT Help Desk I R/A R I R I R

MDQC Analyst/ data

steward I R

Data Owners/

Custodians I R/A

Data Consumers R I I

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Data Owners’ Requirement:

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• Data Owners (custodians) will • Keep an updated repository of the designated

contacts, • respond to verification requests from service

desk within the agreed time frame as per the Data Management Standard





Training / Communication

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Help Desk Data Steward

MDQC L2

Incident Originator

Data Owners (Global Facilities team)

MDM Training Specific FMD Training

New process communication Service level agreement from their side

Quality Center team

Usually part of MDQC or Data Owners

All FMD consumers





Summary Project Benefits - Values

• KPIs • Response time • Workload • Scalability • Root cause analysis

• Identify and plan to eliminate 400 duplicate GeoSites • Improve GeoSite alignment from 74% to 92%

• Reachability • World Wide 24/7

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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM- Tools

ASK MDM- FMD Incidents Resolution

Model ASK MDM- Training/

Communication ASK MDM- Benefits

0

50

100

150

0

5

10

15

April August

Days %

Avg resolution time

Average PendingTimeMaster data QC workload

Q/A

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ASK MDM - Master Data Help Desk - IQ International ... · ASK MDM - Master Data Help Desk . 1...

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