Wind River Systems, Inc. - sourcemediaconferences.com Parks.pdf · Wind River Systems, Inc. Get...

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1CDI-MDM Summit March 2007

Wind River Systems, Inc.Get Your CDI-MDM Project Off

to a Running Start

Kuldeep Tanwar, Manager Business Applications, Wind River Systems, Inc.

Larry Parks, Technical Manager, Oracle Consulting-ATS


Wind River: Device Software Optimization

Wind River enables companies to develop and run device software faster, better, at lower cost,

and more reliably.

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Wind River Leading the DSO Industry

DSO Leader

Technology Leader

MarketLeader

• Established in 1983• Public company (1.4B market

cap)• #1 market share (40%)• #1 revenues ($266M FY06)

• 1st connected RTOS• 1st IDE• 1st device software develop-

and-run platforms• 1st industry-specific services

practices

• 40,000 users• 300M deployed devices• Global operations, services,

and support• #1 DSO solution


Wind River’s Customers

Our customers make differentiated devices by focusing on

intelligent, connected device software.

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Mission: ‘Enable our customers to realize significant business value from their Oracle investments’

• 8,000+ consultants in 50+ countries• 200+ Data Hub Implementations• Direct relationships with Product Strategy,

Development, Sales, Marketing and Support• Proven practices, methodologies

Oracle Consulting Delivery Advantage


• Project Cycle & Goal

• Project Deliverables

• Wind River Current State

• Solution Recommendations

• Proposed Future State

• Data Governance and Stewardship

• CDB Project Plan

• CDB – Next Steps

Wind River Customer Database InitiativeSolution Roadmap

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CDB Initiative Solution RoadmapProject Cycle

Develop & Test Deploy MaintainDefine Design

ReviewSymptoms

ImprovementOpportunities

PrioritizeopportunitiesAssess Process Document

Complete Project Cycle

Phase I: Define Cycle

Iterative

Iterative


Robust business processes to ensure data stewardship, structure and reliability 2

Single authoritative source of customer information for all lines of business3

Accurate, Cost effective & Easy to use (ACE) view of customer information1

CDB Initiative Solution RoadmapHigh Level Project Goals

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CDB Initiative Solution RoadmapProject Deliverables for Define Stage

• AS IS Process Flows

• BR.050 Business Process Flow Analysis

• BR.085 Current Process Issues and Future Process Models

• TO BE Process Flows

• Data Cleansing and Governance Strategy

• Customer Database Initiative Solution Roadmap

• High Level Implementation Plan


Current State

- Footprint and Architecture

- Complex Customer Structures

- Pain Points and Root Causes

Wind River CDB Initiative Solution Roadmap

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Wind River’s Applications FootprintFinance & HR

General LedgerAccounts PayablesAccounts ReceivablesCash ManagementFixed AssetsCollectionsPurchasingCustomers OnlineHuman Resources

Learning Mgmt SystemsiLearning3rd party Bolt-ons

Marketing & Sales

Siebel Accounts

Siebel Contacts

Siebel Opportunities

Siebel Quotes

Siebel Campaign

Customers Online

Security & Monitoring

10G GridOID – Single

Sign On

Order ManagementOrder ManagementAccounts ReceivablesAdvanced Pricing

Plan to FulfillMRPInventoryItem/BOMWIPServices

TeleServiceiSupportService ContractsInstall BaseProject MgmtProject Resource MgmtTime & LaboriExpenseProject AccountingProject Billing

Business Intelligence

6i ReportsDrake – Rich

EULsPortal – BI

Dashboards


Current State Architecture

CUSTOMERS

SALES

Quotes

CUSTOMERS

Order Management

Service Contracts

Manual Service Contracts Renewal

Customer Entry

Customer Entry

Sales Person

Quote Order

Contracts Renewal

Customer Info

Dun & Bradstreet

Custom Q2O Interface

Customer Credit Info

Marketing

LEADS/PROSPECTSMarketing

CAMPAIGN

QUOTE to ORDER Interface

*20% failure rate

Service Contracts

Inside Sales

Manual Customer entry

Manual Contract Renewal

CDB AS IS Process

Manual Order Enty*20% failure case

SABER EBS

CDB Initiative Solution Roadmap

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Customer Synchronization – AS IS

OAS10g

WebSvcs.

Sales&MarketingeBusiness Suite

www.windriver.com

Partner ApplicationOnline Support

Licensing Portal

iLearning

No Customer Synchronization

across applications



Customer A

• 270 Parties in EBS

• 97 Parties 2+ Bill To Sites

• 1 Party 130 Bill To Sites



Customer B

43 Bill To Sites

Customer C

43 Bill To Sites

Current State - Complex Customer Structures


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Key Pain Points, Symptoms and Root Causes• Difficult to find the right customer for a Quote/Sales Order/Service

Contract/Service Request

• Difficult to find the right product for a …

• Customer and order interface errors between SABER and EBS

• Limited customer data cleansing, standardization, deduplicating

• Cannot easily manage credit lines for large international customers

• Difficult and time consuming to determine

‒ Who owns what

‒ What is licensed

‒ # of seats

‒ Support coverage



Detailed Pain Points, Symptoms and Root Causes By• Customer Data & Maintenance

• User Adoption and Training

• Integration

• Business Process

• Reporting

• CRM


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Customer Data1. Absence of synchronization of customer information

across applications, duplicate data entry

2. Absence of single source of truth for customer information

3. Lack of function specific hierarchies

4. Lack of customer and address information naming standards

5. Merge function does not work in EBS due to standard functionality bugs and the need for a Wind River customization to merge Wind River’s custom licensing data

6. Lack of data cleansing tools in EBS and Seibel applications



Customer Maintenance7. Limited capability to cross reference a CRM customer to

an EBS customer

8. Limited data quality tools to prevent, identify and merge duplicate customer records.

9. Limited data governance policies, procedures and resources to establish customer data quality standards, monitor and improve customer data quality.

10. No corporate hierarchies for Wind River’s largest customers to provide the basis for ‘roll up’ reporting


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Root Cause Analysis by Type

Process#2436%

Policies#69%

User Adoptionand Training

#1117%Technology

# 25 38%

User Adoption PoliciesProcessTechnology



Solution Recommendations• Use Oracle Customer Hub as central customer data

repository; central authoritative source of Wind River customer data

• Automatically synchronize customer data and provide additional integration for customer quotations/orders, maintenance contract renewals

• Business process improvements

• Customer data reporting improvements

• Enhanced user documentation and training


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CUSTOMERS

SALES

Sales Order Quotes

Service Contracts Quotes

CUSTOMERS

Order Management

Service Contracts

Contracts Renewal

Customer Entry

Customer Entry

Sales Person

Quote Order

Contracts Renewal

Customer Info

Service Oriented Architecture(SOA) Suite

Customer Data Hub(CDH)

Customer Credit Info

Marketing

LEADS/PROSPECTSMarketing

CAMPAIGN

Inside Sales

Dun & Bradstreet

CUSTOMERS CLEANSING & MATCHING

*exceptional case

Service Contract Number Info UpdateSales Order # & Shipment info update

CDB TO BE ProcessProposed Future State



CustomerHub

OAS10g

WebSvcs.

Sales&MarketingeBusiness Suite

www.windriver.com

Partner ApplicationOnline Support

Adapter Adapter

Licensing Portal

iLearning

Proposed Architecture


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Future State Solution Functionality

• Customer Data and Customer Maintenance

• User Adoption and Training

• Integration

• Business Process

• Reporting

• CRM



Customer Data and Customer Maintenance1. Xref Customer Records between Spokes and Hub

2. Synchronize Hub with

• CRM

• EBS

• Education Registration Portal

• Online Support

• Product Activation/Licensing Portal


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Customer Data and Customer Maintenance3. Establish a Customer Steward function

• To monitor customer data quality

• Use Oracle Data Librarian and other tools to identify potential duplicate customer records, research the duplicates and merge the duplicates

4. Setup Data Librarian Search, Match and Merge Rules for people and companies

5. Push customer merges from Hub to Spokes

6. Prepare customization to merge licensing data based upon customer data merges

7. Use middleware tools(SOA Suite) rather the point to point for integration



Integration11. The ‘business’ should determine the sequence of when

customer data is to be synchronized between Hub and Spokes

12. Implement Dun and Bradstreet integration services at the Hub to provide Credit Management and other business information.

13. Enable Dun and Bradstreet for real-time enrichment to replace Wind River’s use of the Dun and Bradstreet portal services

14. Dun and Bradstreet hierarchies will not be used

15. Integrate customer ‘development sites’ from CRM to EBS


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Reporting20. Establish Hub as Wind River’s official source of customer

data

• All customers

• Qualified prospects (TBD)

• Contacts

• Licensors

• Addresses

• Telephone numbers, email ids etc.



Reporting21. Setup Customer hierarchies in the Hub to reflect corporate

hierarchies for Wind River’s largest customers

22. There are no standard ‘roll up’ reports or on-line queries available in the Hub solution. All ‘roll up’ reports will have to be developed

23. Marketing should use the Hub as the authoritative source of existing customer data to generate contacts as the targets for marketing campaigns

24. Wizard and Wind River’s Oracle Customers Online will have to be analyzed and redesigned to accommodate the CDB’s customer structures, synchronizations and data quality tools


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Data Governance and Stewardship• Establish a Data Governance Steering Committee

Executive sponsor

Representative customer data business owners

Data Steward(s)

Representative(s) from I.T

• Establish Data Steward Role

Coordinate, facilitate, do data cleansing process

Reduce data redundancy

Increase data accessibility, availability, flexibility



Data Governance and Stewardship (continued) • Staff the Data Steward Role

Primarily from Sales Operations

Secondarily from Corporate Credit at HQ, EMEA


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CDB Next Steps

• Appoint Data Governance corporate sponsor and oversight committee

• Setup and staff the Data Stewardship function

• Initiate customer data cleanup and deduplication in CRM and eBusiness Suite

• Conduct detailed analysis and implement the customer-related Quick Wins identified above

• Prepare and resource a detailed Customer Data Solution implementation project plan


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