TRANQUILIDADE - · PDF fileBank Web Brockers Local Branches Call Center CRM ... Several...

SEUGI18SEUGI18SEUGI18SEUGI18

TRANQUILIDADE

Dublin, 22nd June 2000Dublin, 22nd June 2000Dublin, 22nd June 2000Dublin, 22nd June 2000

The Growing pains of buildinga Corporate

Data Warehouse

Tiago DurãoTiago DurãoTiago DurãoTiago Durão


Agenda

!!!! The Company The Company The Company The Company

"""" Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes

and Onionsand Onionsand Onionsand Onions

!!!! The ProjectThe ProjectThe ProjectThe Project

#### Where are we and what Where are we and what Where are we and what Where are we and what’’’’s thes thes thes the

road aheadroad aheadroad aheadroad ahead

SEUGI18SEUGI18SEUGI18SEUGI18CPAR03

• 128 Years in business• Company of the Espirito Santo Group• Life and non life (Managed by 2 Companies)• Non Life represents 40% of the business• Motor, household / fire and Workers Comp represents

85% of the non life business• 1 000 employees• Market segments and distribution channels oriented

structure• 60 local branches• 8 000 Agents (most of them small or very small)• 1,2 million clients stored on the system• 1,5 million policies (non life) managed by the system• First Portuguese Insurance Company since 1995

Companhia de SegurosCompanhia de SegurosTranquilidadeTranquilidade


Multi-channel Strategy

Agents

Bank Web

BrockersLocalBranches

CallCenter

CRMCRM

Integrated VisionIntegrated Vision

IntegratedSystems

ManagementStructure

(Back Office / Front Office)StrongBrand


Agenda

$$$$ The Company The Company The Company The Company

%%%% Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes Spaghetti, Chocolate Cakes






LOB

A

MISOPERATIONAL PLATFORM

• CLIENT BASED ARCHITECTURE• “REACTIVE” DEVELOPMENT• LINES OF BUSINESS APPROACH• POOR USER INTERFACE• LACK OF RISK MANAGEMENT

INFORMATION

• PARTIAL VIEWING• DATA INCONSISTENCY• LACK OF INTEGRATION• POOR USER INTERFACE• HARD CODED DATA PUMPING PROCESS• NOT ENOUGH BATCH WINDOW

THE STARTING POINT

LOB

B

LOB

D

LOB

E

A

B

C

LOB

C

TALKING ABOUT SPAGHETTI ...TALKING ABOUT SPAGHETTI ...


THE CHOCOLATE CAKE CONCEPTTHE CHOCOLATE CAKE CONCEPT

1. No big new things to invent on the insurance business2. Products are always a mix of ingredients already existing3. The taste, the way it looks and the way we deliver it, are very

important4. If the cook (Marketing and risk management department) has

available:- Normalized recipients and tools

- The ingredients- Enough customers- Logistics

He can industrialize the production of chocolate cakes

5. To deliver new kinds of chocolate cakes the cook shouldn’t be toodependant on the recipients and tools manufacturer, unless hewants to produce a very specific kind of chocolate cake


FRAMEWORK // BASIC

STRUCTURE

SKIN LAYERS

THE ONION CONCEPTTHE ONION CONCEPT

2. Build theframework withreusable objects

1. Start thinkingbig

4. Reuse coreobjects andaddperipheralobjects

3. Implementsmall (stepby step)


• NORMALIZED DATA ANDPROCESS MODELS(CHOCOLATE CAKECONCEPT)

• BUSINESS VIEW ANDNOT LINE OF BUSINESSVIEW(ONION CONCEPT)

• INTEGRATION

• SEGMENTATION

• FLEXIBILITY

SPECIFIC

INTERFACES

SPECIFICOUTPUTS

COMMON STRUCTURE

• TIME TO MARKET

• SAME BASE FORDIFFERENTCHANNELS

• NORMALIZEDSTRUCTURE TOSUPPORT DW

THE INFORMATION SYSTEM STRATEGYTHE INFORMATION SYSTEM STRATEGY

SPECIFIC PROCESSES SPECIFIC

PROCESSES

DATA AND PROCESSES


Physical Architecture ofPhysical Architecture of thetheInformation SystemInformation System

OPERATIONALOPERATIONALDATA ANDDATA AND

PROCESSESPROCESSESSERVERSERVER

PRODUCT DEFINITIONS

BUSINESSRULES

WORK FLOWMANAGEMENT

IMAGE

GROUPWARE

EXPERT SYSTEMS

SIMPLE/COMPLEX

STANDARD/SPECIFIC

DIFFERENTINTERFACES

PER CHANNEL

DIFFERENTINTERFACES PERPROCESSES AND

PRODUCTS

INTERFACESWITH TOOLS TO

SUPPORT PROCESSSPEED UP

OPERATIONALOPERATIONALPROCESSESPROCESSES

FORMALEXPLOITATION

INFORMALEXPLOITATION

DATAMININGQUERY/

/REPORTING

EIS

CLIENT/SERVERTECHNOLOGY

WEB TECHNOLOGY

TELEPHONIC CHANNELS SUPPORTOTHER INTERFACES

MULTIDIMENSIONALSTRUCTURE

METADATA DRIVEN

CORPORATEDATA WAREHOUSE

DECISION DATA ANDDECISION DATA ANDPROCESSES SERVERPROCESSES SERVER

DATAMART

DATAMART

EVENTSEVENTS

DATAMART


Agenda




&&&& The ProjectThe ProjectThe ProjectThe Project




SIG - IMPLEMENTATION STRATEGYSIG - IMPLEMENTATION STRATEGY

OPERATIONALSYSTEM

•Normalized DataStructure

• Integration•Risk Detail Level•Historical Data•Parameterized

EXPLOITATION

-- FORMAL --• EIS• GraphicalAnalysis-- INFORMAL --

• Ad-Hoc•Data mining

DATAWAREHOUSE

• Support to theSeveral Analysis Axis•Repository of theRelevant Information• Organized bySubject•Flexibility

INTERFACE

•Flexibility•Event Driven•Metadata•Parametrized•“Soft” Code•CoexistenceManagement

COGEN +COGEN +PERIPHERALPERIPHERALSYSTEMS +SYSTEMS +

LEGACY SYSTEMLEGACY SYSTEM

••Data ExtractionData Extraction••Data Warehouse ManagementData Warehouse Management••Exploitation (Formal and Informal)Exploitation (Formal and Informal)SASSAS

2 STEPS APPROACH

••Focus on Mngmt. ControlFocus on Mngmt. ControlInformationInformation••Monthly full extraction fromMonthly full extraction fromOperational SystemsOperational Systems••EIS Oriented ProjectEIS Oriented Project

••Support to all CompanySupport to all Company••Daily Event-driven ExtractionDaily Event-driven Extraction••Data Warehouse OrientedData Warehouse OrientedProjectProject

SHORTTERM

ESTRU-TURAL


MONITORING THE BUSINESSMONITORING THE BUSINESSTHE SHORT TERM PROJECTTHE SHORT TERM PROJECT

BUSINESSSTRUCTURE

DISTRIBUT.CHANNELS

BILLINGCHANNELS

BUSINESSNATURES

TIMEPREFERENTMARKETS

MARKETSEGMENTSPRODUCTS

LEGACYSYSTEM(UNISYS)

COGEN(IBM)

AD HOC

• EIS ORIENTED PROJECT• 8 MONTHS PROJECT / DELIVERED EARLY 1997

E I S

TOP

MANAGEMENT

LOCAL

BRANCHES

EXTERNALDATA

DATA WAREHOUSE

• 300 USERS


Business Model

Interface Model

C L I E N T S

PRODUCT

DESIGN

PAYABLES / RECEIVABLES

FIRE /HOUSECORE AUTO WC OTHER

R EINSURANCE

COINSURANCE

POLICIES

COREE.S.SEGUROS

HUMAN

RESOURCES

OTHERS CASH FLOW

ACCOUNTING

CLAIMSAUTO WC

TRANQ.LIFE EnterpriseEnterprise

Data WarehouseData Warehouse

TransforTransfor--mationmation PopulationPopulationExtractionExtraction

DataMarts

DataMarts

DataMarts

DataMarts

��

��

��

��

��

��

��

��

��

M e t a d a t aM e t a d a t a

Processes

DATA WAREHOUSE

Oper. Sys.

Data DataDataData

Data DataDataData

PLANEAMENTO EPLANEAMENTO ECONTROLOCONTROLO

MACROFUNCTIONS

MACROFUNCTIONS

BUSINESSREQUIREMENTS

BUSINESSREQUIREMENTS

LEVA

NTAM

ENTO

DE

NECE

SSID

ADES

LEVA

NTAM

ENTO

DE

NECE

SSID

ADES

MOD

ELIZ

AÇÃO

E N

ORM

ALIZ

AÇÃO

MOD

ELIZ

AÇÃO

E N

ORM

ALIZ

AÇÃO

MARKETINGMARKETING

TÉCNICATÉCNICA

COMERCIALCOMERCIAL

FINANCEIRAFINANCEIRA

QUALIDADE EQUALIDADE EPERFORMANCEPERFORMANCE

TÉCNICATÉCNICA

COMERCIALCOMERCIAL

FINANCEIRAFINANCEIRA

QUALIDADE EQUALIDADE EPERFORMANCEPERFORMANCE

PLANNING ANDPLANNING ANDCONTROLCONTROL

BUSI

NESS

REQ

UIRE

MEN

TSBU

SINE

SS R

EQUI

REM

ENTS

DATA

MOD

ELIN

GDA

TA M

ODEL

ING

MARKETINGMARKETING

TECHNICALTECHNICAL

COMMERCIALCOMMERCIAL

FINANCEFINANCE

QUALITY ANDQUALITY ANDPERFORMANCEPERFORMANCE

TECHNICALTECHNICAL

COMMERCIALCOMMERCIAL

FINANCEFINANCE



LOGICALMODEL

STRUCTURING LOGICALMODEL INTO SUBJECTSSTRUCTURING LOGICALMODEL INTO SUBJECTS

MARKETINGMARKETING PHYSICALMODEL

SIG ESTRUTURALImplementation Strategy


DDAATTAA

WWAARREEHHOOUUSSEE

METADATAMETADATA

DATA WAREHOUSE STRUCTUREDATA WAREHOUSE STRUCTURE

• COMPREENSIVE SUPPORT – ONE

VERSION OF THE TRUTH

• UNIQUE BASE OF INFORMATION

• ALIGNED WITH BUSINESS STRATEGY

• CONSISTENT AND STRUCTURED

INFORMATION

• HISTORICAL INFORMATION

• ORGANIZED BY SUBJECTS

OTHEROTHER

INTERNAL /INTERNAL /

EXTERNALEXTERNAL

SOURCESSOURCES

OPERATIONALOPERATIONAL

BUSINESSBUSINESS

CORE SYSTEMCORE SYSTEM

SAP R/3SAP R/3


MARKETINGMARKETING

TECHNICALTECHNICAL

COMERCIALCOMERCIAL

FINANCEFINANCE



• SAME BASE OFINFORMATION

• DIFFERENTVIEWS

• SATISFY THEDIFFERENTNEEDS

M E T A D A T A M E T A D A T A

DDAATTAA

WWAARREEHHOOUUSSEE

DATA WAREHOUSE STRUCTUREDATA WAREHOUSE STRUCTURE

OTHEROTHER

INTERNAL /INTERNAL /

EXTERNALEXTERNAL

SOURCESSOURCES

OPERATIONALOPERATIONAL

BUSINESSBUSINESS

CORE SYSTEMCORE SYSTEM

SAP R/3SAP R/3


InformalExploitation

FormalExploitation

TransformationTransformation

PopulationPopulation

ExtractionExtraction

PoliciesPolicies

FinanceFinance

AccountingAccounting

Other Other SourcesSources

Claims

Reply atPhysical level

Inform. requestat Physical level

Inform. request

at Business level

Reply at

Business level

Data Marts

Data Marts

Met

adat

aM

etad

ata

Corporate Data Warehouse

Process Flow


Detailed

information

Aggregated

information

DW Structure Structure Structure Structure


Metadata to support thebusiness logic

Flexible infrastructure tosupport business changes

No Business logic at thebase of the Warehouse

PROJECT CHALLENGES :Business Logic Flexibility


CODE FREE DATAMANIPULATION

MANAGED BY A

SMALL TEAM

PRODUCING DOCUMENTATIONABOUT DATA AND PROCESSES

METADATA REPOSITORYINTEGRATED WITH THE REST OFTECHNOLOGY

WAREHOUSEADMINISTRATOR

PROJECT CHALLENGES :Processes management


Event triggeredextraction processes

Entity based

Standardprocesses

PROJECT CHALLENGES :Event driven processes


MET

ADAT

A

DETAILEDDETAILEDDETAILEDDATADATADATA

PROJECT CHALLENGES :Data Exploitation and Delivery

••1. Data Selection1. Data Selection••2. Attribute addition2. Attribute addition••3. Data Summary3. Data Summary••4. Data Exploitation4. Data Exploitation

12

34

WHExplorer

Query Metadata(QM)

12

4 4

3 3

DataMart (DM)DM

QM

12

4

3

DM

QM

12

4 4

33

DM

QM

12

4

3

DM

QM


Agenda





'''' Where are we and what Where are we and what Where are we and what Where are we and what’’’’s thes thes thes the



… MonthsNov 1999

Policy specificinformation

AnnualPremiums

Policies

Informal Exp.(detail)

Current EIS(Formal Exp.)

Lines of Business

Products

Clients

Channels

Cover

InsuredObjects

Policy coreInformation

Jun 2000

Indemn. andReserves

Claims

ClaimsSpecific info.

Formal Exploitation(Phase 1 data)

Informal Exp.(det.)Current EIS (Formal Exp.)

Dec 2000

Financial

Written

Reinsurance

Collected

CommissionsAccounting

Current EIS (Formal Exp.)

Formal Exploitation(Phase 1+2 data)

Informal Exploitation

Informal Exp.(Phase 1+2 specific)

Current EIS

Logi

cal M

odel

Des

ign

Implementation Plan


Data Volumes

•SIG SHORT TERM (V.5) 120 Gb

•SIG ESTRUTURAL (Data Warehouse)

(June 2000 (Phase 2) 300 Gb

(End 2000 (Phase 3) 700 Gb

(End 2001 (Phase 5) 1.2 Tb


The Road ahead ...

•Power to thePower to thePower to thePower to theUsersUsersUsersUsers

•CRMCRMCRMCRM

•PartnersPartnersPartnersPartners

•ABCABCABCABC

•Web Enablement •CRM Project

•Contact Center Project •Agents / Brockers Extranet Project

) InfrastructureInfrastructureInfrastructureInfrastructurein placein placein placein place

)DeliverablesDeliverablesDeliverablesDeliverablesaccordingaccordingaccordingaccordingto the planto the planto the planto the plan


The Road ahead ...

Portugal 3 – England 2

Portugal 3 – Germany 0

Portugal 1 – Romania 0

Portugal - Turkey Portugal - ???

Who is going to face us at the Final ???


TRANQUILIDADE

Dublin, 22nd June 2000Dublin, 22nd June 2000Dublin, 22nd June 2000Dublin, 22nd June 2000

The Growing pains of buildinga Corporate

Data Warehouse

Tiago DurãoTiago DurãoTiago DurãoTiago Durão

TRANQUILIDADE - · PDF fileBank Web Brockers Local Branches Call Center CRM ... Several...

Documents

Transcript of TRANQUILIDADE - · PDF fileBank Web Brockers Local Branches Call Center CRM ... Several...