Enterprise Customer Master - sourcemediaconferences.com · Oracle Customer Hub Data Cleansing & DQM...

Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006

Enterprise Customer Master

CDI-MDM Spring SummitMotorola Enterprise Customer Master Case Study

March, 2007

Stephane PoulinMotorola Inc.Corporate IT Senior ManagerMDM - ECM project

2Motorola Confidential Proprietary, CDI-MDM Spring 2007 ECM, V 0.1, 2/6/2007MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2006

2

Agenda

Why and What (10 min)

How (10 min)

Top 10 “Must Do” (15 min)

Business case overview and 2007 Capability Build out Roadmap (5 min)


Motorola Enterprise Customer Master

WHY and WHAT


4

A case for Change


5


6

Goal StatementONE Enterprise wide, cross business, cross functional visibility of Motorola customer profile

ONE Customer Lifecycle Management process, End-to-End

ONE Federated organization servicing, governing and managing customer information

ONE centralized enterprise architecture, scalable and adaptable technologies enabling capabilities across business and across service functions


7

OpportunityTreat your Customer information as your Most Valuable Asset!

Leverage master data management process throughout the lifecycle of your customers, from “Prospecting” to the “Servicing”.

Leverage share services, center of excellence, corporate levers, to ensure standard, compliant, secure and governed information about your Customers.

Leverage enterprise architecture, portfolio management, corporate standards, 3rd party integrators and embed Master Data Management as an integral part of Customer centric projects.

ECM

BusinessFunctions &Portfolio ITG

ProposalsTargeting Sales &

Customer Care

Program Timelines System Migration Models

BusinessFunction toCapabilities

Mapping

Target SystemsModels

Information Exchange ModelsApplication Architecture

Data

Systems

Capabilities PlansPlans

ECM Data Model

Enterprise Customer Master Architecture

http://compass.mot.com/go/eamodels/genericreports_diagramreport_242005.htm


8

See the Future…Plan Backwards

2004 2005 2006 2007 2008 2009

Enterprise Architecture

introduces the need for Meta

and Master Data

Management as a core IT

service

IDEA

Prototype the Customer Data Hub, define a common

architecture and select

technologies, and service providers

BusinessCase

Build the team,

platform, data integration layer and

align with 1 enterprise business

initiative to deliver first capability

PlatformBuild out

Deliver business

capabilities and gradually

build the enterprise

customer as an asset

CapabilityBuild out

Fully integrated customer lifecycle

management process from prospect to customer service

AssetBuild out

Fully deployed

centralized Enterprise Customer

Master and Master Data Management

processes and

governance

ECMO

rgan

izat

ion


Motorola Enterprise Customer Master

HOW?


10

Enterprise Information Management and ECM

Individual BUs repeat processes increasing integration needs and reducing efficiency

EIM consolidates enterprise data assets over-time and builds processes and governance to manage information with leading practices

Business Units and Global Function IT systems are seamlessly integrated with EIM. BU/GlobalFunction IT focus on business process improvement building on Globally Mastered Entities and Business Intelligence.

As an Enterprise initiative “EIM” is building synergies within and across our businesses!•Many business initiative and IT program are centered around the customer - but is challenged with lack of quality, consistency, enrichment capabilities, 360° view, data stewardship and governance

Past

Present

Supply Chain

Order Mgmt

Sales &Service

BPM

PLM

Marketing

Finance

CustomerMaster

ProductMaster

VendorMaster

ItemMaster

Analytics

EIM

Future


11

EIM – Visibility trackEnterprise Customer

Master ECM Operational track

Capabilities enabled

Summarized “Key Account” visibility to the Enterprise Total Order Book, seamlessly integrated and presented to the business.

Single source, standardized and enriched customer attributes, classifications and hierarchies that the information consumer can

drill into and across businesses.

Customer data quality visibility.

Capabilities enabledEnable customer centric business core processes, e.g. Account Management, Credit Risk Management, Sales Force Automation,

Marketing Campaign Management, etc…

Enable Finance Customer Share Services processes and tools, e.g. RCP, Order Management consolidation, Breakaway distribution,

Retail Channel Management

Embed high quality and enriched Customer information in both front and back office application landscape.

Deploy

ed vi

a Deployed via

Oracle Customer HubApplicationsData Cleansing & DQM

FTP

Oracle 11.5.10

WebMethods

EIM Enterprise DataWarehouse

D&B

Mobile Devices

ConnectedHome

N & E

Corporate

InformaticaETL

Oracle CustomerData Hub

Oracle CustomersData Librarian

Oracle ApplicationObject Library

Oracle CustomersOnline

Oracle Workflow_CORP

EnterpriseCustomerMaster

Customer Related Sys

Customer Master Profile

Customer Master

D&B Data

Address Validation RulesCustomer Master

Customer Master

Customer Master

Customer Master

Customer Information Control

Product Warranty

Inventory_Transactions

Inventory

Assets

Customer Contracts

Products

Order Status

Change Orders

Proposals

Customer Profile Enrichment

Customer Master

Finance Systems Supply ChainSales Systems

Service

Finance

Supply ChainMarketing

Sales

Customer Master Integration Layer

Oracle 11.5.10Siebel OnDemand [Oracle

CRM OnDemand]

Retail Channel Mgmt (RCM)

Siebel Enterprise

Order FulfillmentSystems

Oracle_AR_MD_

NA

Oracle_AR_CORP_FIN_ALL

Oracle AccountsPayable

Customer Profile+Contact

Customer Profile+Contact+3rd Party Enrichment

Customer Profile+Contact+3rd Party Enrichment+Issues+Contracts Customer Profile+Contact+

3rd Party Enrichment+Cust Account+Order

ECM Customer Master Application Architecture

Prospect to Customer Lead to Opportunity

Opportunity to Order

Issue to Resolution Contract to Renewal

Order to Cash Procure to Pay

Make to Order Plan to Fulfill

In Business Accts Receiveables

In Business Fulfillment

In-Business Order Mgmt

ECMEnterpriseCustomerMaster

iFOCUS AR

Party Profiles & Contacts


Party Profiles & ContactsParty Profiles & Contacts

Party Profiles & ContactsParty Profiles & Contacts


Account Profiles, Sites & Contacts





Party Sites, Contacts, Relationships


Customer Profiles

Customer Profiles

Customer Profiles


TOP 10 “MUST DO”


13

#1 Agree on a Definition of the Customer is…


14

#2 Clearly define your Capabilities and the Success Indicators


15

#3 Select your Technologies across all your solution stack

Oracle Customers OnlineOracle Customers Data LibrarianOracle eBusiness Center

Web methodsInformaticaFTPOracle batch loadD&BTrillium

Oracle TCAOracle 11iOracle 9.2.0.6TrilliumD&B


16

Customer Order Processing & Mgmt4.3.3

Customer Order Processing & Mgmt

Sales Forecasting4.2.2

Sales Forecasting

Customer RelationshipManagement

4.1.1


Sales ProposalManagement

4.2.3

Sales ProposalManagement

Allocation Planning &Order Promising

4.1.3

Allocation Planning &Order Promising

Billing and Invoicing4.3.1

Billing and Invoicing

Customer

Channel Development& Management

2.5

Channel Development& Management

Inventory Planning3.1.2

Inventory Planning

Demand Planning3.3

Demand Planning

Contract / SLA /Warranty Contract

Mgmt4.1.2

Contract / SLA /Warranty Contract

Mgmt

Sales

Returns & Disposal Management4.6

Returns & Disposal Management

Finance

Receivables Processing5.6.4

Receivables Processing

Service Supply Chain

4.035 Evaluate Demand byMarket and Customer

Segment [L2]

Prospect Opportunity Partner

Marketing

4.121 Manage RecurringOrders [L2]

4.072 Capture CustomerInformation [L2]

4.117 Receive and TrackCustomer Payments [L2]4.002 Account / Channel

Prioritization andResource Allocation [L1]

4.027 Third-Party DataEnhancement [L2]

3.080 Manage WarehouseInventory at Customer [L1]

3.025 Supply visibilityacross verticals [L2]

4.019 Enterprise Customer[L1]

4.016 CustomerSegmentation

Management [L1]



4.017 Customer Visibility[L1]

4.031 Conduct Competitiveand Market Analysis [L2]



4.165 Customer InvoiceGeneration [L2]

4.026 Single View ofCustomer [L2]

4.165 Customer InvoiceGeneration [L2]

4.007 ContactManagement [L1]

4.107 Online OrderCapture [L2]

4.102 Order Management[L1]

4.018 Data Governance[L2]


4.025 Single Face toCustomer [L1]


4.083 Perform CustomerCredit Checks [L2]

3.013 Customer SLAs [L2]


4.106 Manage CustomerInvoice and Payments [L1]

4.013 Proposal / ContractManagement [L1]

4.029 Global ReturnLogistics [L1]

4.056 Consolidated SalesForecasting [L1]

5.041 Partner & CustomerSurveys [L2]

4.110 BusinessIntelligence [L1]

4.130 Predictive Modeling[L2]

2.002 Identify TargetMarkets [L2]

4.056 Consolidated SalesForecast [L2]

4.042 Sales Analytics [L2]

4.100 Decision Support /OLAP [L2] 4.001 Account / Channel

Categorization [L1]

4.003 Account / ChannelStrategy Definition [L1]

4.011 Manage CustomerHierarchy [L2]






4.006 Service LevelMontoring [L1]

4.007 ContactManagement [L1]


4.012 Customer Life CycleManagement [L2]



4.006 Service LevelMontoring [L1]

4.008 Cross-Sell / Up-Sell[L1]

4.122 Needs Assessment[L2]

4.105 Guided Selling [L1]




5.015 ContentManagement [L1]

4.018 Data Governance [L2]

Supply Plan fromForecasted

Demand

CustomerPayments(electronic)

Customer Master

D&B Data

Customer TieringGroups



Customer Contracts

Customer Master

Customer Hierarchy


Customer Profile




Customer LoyaltyAccounts

Customer Master Customer TieringGroups


Service LevelGroups

Customer InvoicePayments

Customer Hierarchy

Customer Hierarchy

Customer Hierarchy

ConsumerPreference & Needs

Service LevelGroups

Service LevelGroups

Guided SellingRecommendations

Customer Master


Cross Sell / Up Sell

Customer Hierarchy

Customer Hierarchy

Customer Master

Customer Profile

Customer Inventory

Market Segment

Demand Forecast

Customer OrderSchedules

Customer HierarchyCustomer CreditInformation

Customer Master

Customer Orders

Customer InvoicePayments

Customer Returns

Customer SalesInformation

Customer Hierarchy

Customer Hierarchy

Content

Customer Hierarchy

Sales Forecasts

Customer Hierarchy

Customer Hierarchy

Customer Surveys& Feedbacks

NeedsAssessment

Analysis

Customer Invoices

Customer Hierarchy

Customer Hierarchy

Online PromotionEffectiveness

Sales Forecasts

Sales Analytics

Sales Forecastsfrom Customer

Sales Forecastsby Product &

Region

Customer Contacts

Customer Hierarchy

CustomerPayments

Customer Contacts

CustomerProposals

CORP ECMInformation

Requirements toService Functions

(Composite Model)System ArchitectMon Feb 12, 2007

15:27Comment

Customer LifeCycle

ECM Information Requirements by Capability by Service Function

Make to Order Plan toFulfill

Order to Cash Procure toPay

Issue to Resolution Contract toRenewal

Opportunity toOrder

Prospect to Customer Lead toOpportunity

#4 Know your information requirements from all service functions and map it to a business capability


4.1.1



Customer HierarchyInformation Requirement is mapped to Business capability 4.1.1 Manage Customer Hierarchy


17

#5 Buy a Data Model, Evolve it, Deploy it by Entities and Monitor it.

CUST ACCOUNTSPrimary Key

"CUST ACCOUNT ID"[PK1]

Non-Key Attributes"PARTY ID""ACCOUNT NUMBER"STATUS"CUSTOMER TYPE""CUSTOMER CLASS

PARTIESPrimary Key

"PARTY ID" [PK1]Non-Key Attributes

"PARTY NUMBER""PARTY NAME""PARTY TYPE""VALIDATED FLAG""SIC CODE""HQ BRANCH IND"

CUST ACCOUNT ROLESPrimary Key

"CUST ACCOUNT ROLE ID"[PK1]

Non-Key Attributes"PARTY ID""CUST ACCOUNT ID""CURRENT ROLE STATE"

ORG CONTACTSPrimary Key

"ORG CONTACT ID" [PK1]Non-Key Attributes

"PARTY RELATIONSHIP ID"COMMENTS"CONTACT NUMBER""DEPARTMENT CODE"

CUST ACCT SITESPrimary Key

"CUST ACCT SITE ID"[PK1]

Non-Key Attributes"CUST ACCOUNT ID""PARTY SITE ID"

PARTY SITESPrimary Key

"PARTY SITE ID" [PK1]Non-Key Attributes

"PARTY ID""LOCATION ID""PARTY SITE NUMBER"

LOCATIONSPrimary Key

"LOCATION ID" [PK1]Non-Key Attributes

COUNTRYADDRESS1

INDUSTRIAL REFERENCEPrimary Key

"INDUSTRY REFERENCEID" [PK1]

Non-Key Attributes"INDUSTRY REFERENCE"

CERTIFICATIONSPrimary Key

"CERTIFICATION ID" [PK1]Non-Key Attributes

"CERTIFICATION NAME"

FINANCIAL NUMBERSPrimary Key

"FINANCIAL NUMBER ID"[PK1]

"FINANCIAL REPORT ID"

CONTACT POINTSPrimary Key

"CONTACT POINT ID"[PK1]

RELATIONSHIPSPrimary Key

CONTACT PREFERENCESPrimary Key

"CONTACT PREFERENCE ID"

EMAIL DOMAINSPrimary Key

PERSON PROFILESPrimary Key

EDUCATIONPrimary Key

CITIZENSHIPPrimary Key

PERSON LANGUAGEPrimary KeyPERSON INTEREST

Primary Key

CODE ASSIGNMENTSPrimary Key

"CODE ASSIGNMENT ID"

ORG CONTACT ROLESPrimary Key

ORIG SYS REFERENCESPrimary Key

FINANCIAL PROFILEPrimary Key

"FINANCIAL PROFILE ID"ORGANIZATION PROFILESPrimary Key

FINANCIAL REPORTSPrimary Key

CREDIT RATINGSPrimary KeyCUST PROFILE CLASSES

Primary Key"PROFILE CLASS ID" [PK1]

CUSTOMER PROFILESPrimary Key

CUST PROFILE AMTSPrimary Key

PARTY SITE USESPrimary Key

"PARTY SITE USE ID"

Person

ECM Customer Master Customer Account

has

has

has

is performed by

has

has

has

has

has

has

source for

has as a citizen

has education

may have

is located at

identifies

do business as

Deploy


18

#6 Define the Information Exchange Architecture to support the Customer lifecycle, end-to-end.


19

#7 Create a Capability Roadmaps From Strategic…

To capability build out.


20

#8 Define the Customer management process, and centralize services as much as possible…


21

#9 By defining the Who, and manage the Change.

Business organizational changes


22

#10 Find a Real Business Problem and be part of the solution, Get a Quick WIN!


ECM – 2007

Business Case OverviewAnd 2007 Capability Build Out Roadmap


24

Business Case

• Cost Savings– IT cost

• Software maintenance savings from consolidation of applications• Infrastructure savings from reduction of hardware needs and interfaces• IT resource efficiencies gained due to less effort required to maintain and enhance a single application

– Customer management• Finance share service organization efficiencies gained from a common process and system• Sales organization efficiencies from a common process and system

– Credit management• Avoid approving large customer orders based limited or outdated credit profiles• Lack of visibility to the total available credit for key accounts across businesses and within a business

• Cost Avoidance– Higher productivity due to a more stable application/less downtime (high availability platform and disaster recovery

platform)– Customer profile enrichment centralization with result in synergies and cost savings for the enterprise– Maintenance of legacy "non-Oracle" customer applications

• Profit from increase in sales– Increases sales due to improved:

• Visibility of customers demand across regional geographies within a given business and across businesses

Projected total program cost: Between $15M - $20MSpent to date: $4MNPV: $3.5MIRR: 100.3%ROI: 41%Payback: 18 months


Q&A

CDI-MDM Spring SummitMotorola Enterprise Customer Master Case Study

March, 2007

Stephane PoulinMotorola Inc.Corporate IT Senior ManagerECM program

Enterprise Customer Master - sourcemediaconferences.com · Oracle Customer Hub Data Cleansing & DQM...

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