Nigel Turner & John Hodges British Telecommunications (BT) IM

Programme

Deploying Information Quality Tools Deploying Information Quality Tools in a Federated Businessin a Federated Business

TOWARDS THE eMERALD CITYTOWARDS THE eMERALD CITY

The BT FEDERATION

BT WHOLESALE BT RETAIL

BT RETAIL

THE BT FEDERATION

BT WHOLESALE

Group

• Governance• Brand• Parental advantage• Trading relationships• End to end processes• Financials • eBT • Information & Knowledge

LEGACY THINKING• Process emphasis - but process reengineering alone will NOT deliver eBT

• Process and organisational thinking has encouraged a plethora of stovepipe systems - Delivery Channels emphasised at expense of content

• The “Information” in Information Systems and Information Technology has been largely neglected to date.

THE INFORMATION QUALITYIMPERATIVE FOR eBUSINESS

“It is likely that data quality is the most important problem large organisationsface today. Information is truly the gluethat holds the online organisation together…Zero latency organisations have to make the right split-second decisions based on their available, online data, and that is onlypossible if the data is correct.”

KEN ORR - CUTTER CONSORTIUM MARCH 2000

TOWARDS A HIGH INFORMATIONQUALITY BUSINESS - KEY DRIVERS

‘‘THETHEHIGH IQHIGH IQ

BUSINESS’BUSINESS’

BUSINESS &IT COST

PRESSURES

DATASELF-

MANAGEMENT

E-BUSINESSE-BUSINESS

LEGISLATION

MARKETOPPORTUNITIES

CUSTOMEREXPECTATIONSREGULATION

KnowledgeManagement

Data Mining

Business

Intelligence

INFORMATION QUALITY:THE BEDROCK OF INFORMED

ACTION

OLAP

eCRM

Data Visualisation

DATA CLEANSE IN BT Best of breed commercial tools more likely to sustain information quality & integrity becausehome grown solutions are: • Expensive• Slow to develop & implement• Often rely on excessive manual effort • Tend to be ‘one off’ exercises, where gains are not maintained…

information quality is a process, not a snapshot• Often a reaction to problems, so a ‘back end’ focus predominates • Solutions not portable• Learning not shared

IQ TOOLS :PROJECT OBJECTIVE

To identify, evaluate, test, and implementproven, industry best information quality management tools & methods to drive up information quality in BT to:

ENHANCEREVENUE

OPPORTUNITIES

REDUCE COSTS OFFAILURE

ENABLE eBT

TRANSFORMATION

IQ TOOLS - EVALUATION CRITERIA

• Ability to identify information quality issues

• Provide information quality metrics

• Automate & support quality improvement activities

• Add value to existing information (e.g. postcode input & validation, grid references)

• Reconciliation & checks on information flows

PORTFOLIO INFORMATION

QUALITY TOOLS

Migration Architect / aka AXIO(Information Transformation)

Autonomous Controls & Recon. (Information Integrity)

Trillium (Information Cleanse & Enrichment)

IQ TOOLS:CHRONOLOGY

Dec 98 IQ Tools Identification & Evaluation starts June 99 IQ tool set determinedJune 99 Migration Architect

Group MIS Common Data StoreBT Retail Customer ServiceBT Wholesale

July 99 Autonomous Controls & Reconciliation BT Retail Markets Group Finance BT Wholesale BT Cellnet

Dec 99 Trillium BT Retail Markets

IQ TOOLS CENTRE:ACTIVITIES 2000/01

April 2000 Trillium operational in BT Retail Markets

April 2000 BT Wholesale Unitech trials start

July 2000 BT Retail Address project initiatedNov. 2000 First IQ Tools user groupDec. 2000 Framework methodology drafted March 2001 Further deployment of tools

INFORMATION QUALITY TOOLS - APPLICATIONS

• Measure current IQ & establish baselines• Define definitive / best information sources• Highlight information pollutants• Clean information automatically - both in situ and in data migration• Enrich existing data, e.g. PAF, Third Party data• Audit and track improvements• Maintain integrity across data sources• Extract business rules from information

The THREE STEPS TO THE eCITY:THE IQ PATH

Application of IQ Tools

LEGACY OSS

* Analyse * Audit * Catalogue * Clean* Maintain integrity

MIGRATION

» Model » Audit» Clean » Enrich» Integrate

BT eTOPIA

e Analyse new feedse Audite Clean e Cataloguee Maintain integrity

IQ TOOLS CENTRE:BENEFITS OF APPROACH

• Creates a centre of excellence / expertise • Promote deployment across the enterprise

Encourage standardisation & common portfolio • Deal with vendor companies centrally

Leverage economies of scale Serve as doorway to potential vendors

• Can fund & support seedcorn and trial work• Provide a “try before you buy” service• Initiate and foster internal & external networking • Accelerate evaluation & deployment

IQ TOOLS: BOTTOM LINE

Realised to date $6 millionAnticipatedby end 2000/01 $150 million

PotentialBenefits

$1.5+ billion???

IQ: THE TECHNOLOGY TRAP“There are three roadsto ruin: women, who are the most pleasant;gambling, which is the fastest; and technology,which is the surest.”

Georges PompidouPresident of France

(1969 - 1974)

WORLD CLASS IQINFORMATION CAPABILITY

Info. Tech. Info. Man. Info. Beh.& Values

• Operations

• Process

• Innovation

• Management

• Sensing• Collecting• Organising• Processing• Maintaining

• Integrity• Formality• Control• Sharing• Transparency• Proactiveness

Source: Sloan Management Review (Summer 2000)

LESSONS LEARNT• Need small, but dedicated full time resource• This requires a small central budget, also used to seed corn and run trials • Requires business leadership, with strong technical support… IQ is a business problem • To succeed, must lay a great emphasis on raising awareness and communicating success• To inculcate across the business, must find senior management champions, but start at the middle.

Guard: State Your BusinessDorothy: We want to see the WizardGuard: The Wizard? Nobody sees

the Wizard. Even I have never seen him

Dorothy: Well then, how do you knowthere is one?

TOWARDS THE eMERALD CITY?