A Lifecycle Approach to Customer Data Integration, Quality and Governance

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2. Motivation. Meaning of TermsWhy is Customer Data Quality Important?Common Customer Data IssuesBest Practice Process Alignment

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A Lifecycle Approach to Customer Data Integration, Quality and Governance Presented by: Mark West Vice President Office: (408) 961-8675 Mobile: (818) 368-4041 E-mail: mark.west@spgus.com Preetish R. Pandit Manager, Consulting Services Office: (858) 812-2057 Mobile: (909) 374-2935 E-mail: preetish.pandit@spgus.com Website: http://www.spgus.com NorCal OAUG Training Day January 24, 2006 Confidential

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Agenda Definition of Terms Why is Customer Data Quality Important? Normal Customer Data Issues Best Practice Process Alignment® Methodology Proof of Concept Business situations Data situations Prototype Customer Roadmap Customer Master Issues Data Definitions Company Customer Address Site Contact Proposed Customer Model Next Steps Customer Roadmap Questions & Answers

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SPG at a Glance "SPG separated themselves with quality people, breadth and profundity of experience, and a strong business handle approach in helping us with our Customer Master and related business forms. By concentrating on our prosperity right off the bat, they immediately moved from a supplier of counseling administrations to a genuine business accomplice." Michele Dour, Director Customer Administration Aspect Software

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Definition of Terms Customer Data Integration (CDI)* CDI is the mix of the innovation , procedures and administrations expected to make and keep up a precise , opportune and finish perspective of the client over various channels, business lines, and associations, where there are different wellsprings of client information in numerous applications frameworks and databases. Client Data Quality The degree to which client data** is accessible, dependable, reliable, useable, and secure interior and outer to an association. Information Quality Governance Persons (or advisory groups, or divisions, and so on.) who make up a representing body and who manage, enhance and keep up the nature of the information. * Customer Data Integration (CDI) as characterized by Gartner ** The meaning of "client" regularly contrasts inside an association relying upon how the information is utilized.

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Why is Customer Data Quality Important? " … first time we think about a client is the point at which they call for issues" "… loads of duplication subsequently of acquisitions and framework consolidates… how would we find that client data?" Global 1000 Issues Cannot see "Worldwide" client data and connections The cost of poor information is high - $600 Billion/year*. Consistence with administrative issues, for example, security and SOX. Openings A brought together client view to pick up, keep up and benefit superior to the opposition. An impetus for opening the full an incentive in ERP and CRM ventures. Financial use from mergers and acquisitions. *The Data Warehouse Institute appraises that information quality issues cost U.S. Organizations progressively that $600 billion a year. (2001)

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Informal Survey Is poor Customer information quality affecting your business? Have you encountered genuine loses on account of poor client information? Do you put stock in your client information? Do you have a formal client information quality process? Do your business cooperations rely on upon dependable client information? Is it accurate to say that you are under utilizing a framework due to poor information?

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Common Customer Data Issues Variety of information models Customer structures are not predictable with how the business ought to run Models in light of notable charging account structure versus TCA Duplicate information Duplicate information exists in client and address records Duplicate information exists in one framework and furthermore crosswise over frameworks Cumbersome framework copy check Users not able to do fluffy match on the client name Lack of standard naming traditions Due to non-accessibility of naming traditions, clients enter information in any configuration Undefined connections Incorrect relationship records between a client and auxiliary and furthermore a client and it's accomplices

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Common Customer Data Issues Inadequate/inaccessible 360 degree see Unavailability of a 360 degree perspective of client including cites, orders, solicitations, introduced base, receipts, ventures, and so on. Worldwide credit cutoff and check Global credit point of confinement and check can't be appropriately performed because of the information structure and proprietorship Different frameworks to adjust to Customer Master Automated interface between Oracle Customer Master and legacy frameworks to synchronize the client information Inconsistencies of field mapping and refresh interims Lack of standard procedures to delineate client fields adequately amongst source and target frameworks Limited manual observing and approval of Customer Master information Lack of information administration and administration gauges

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Our Approach Business Process Alignment Best Practice Process Alignment (BP 2 A) will be a procedure driven strategy used to accomplish cross utilitarian accord and characterize the business forms required for client information quality, joining, and administration. The procedure displaying exercises are utilized to build up a Proof of Concept Prototype and Roadmap. These exercises guarantee customers " business necessities are met and process enhancements are embraced by the business partners. Business and Data Scenarios System Mapping and Prototype Customer Roadmap Conference Room Pilot Training and Education Production Clean-Up Data Quality Council

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Best Practice Process Alignment® (BP 2 A) Methodology SPG influences the BP 2 A procedure to concentrate on procedures, key exercises and components by every business aggregate that communicate straightforwardly or in a roundabout way with client information.

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Proof of Concept – Business Scenarios Business situations are fabricated in view of partner input and the BP2A approach to survey and approve momentum Customer Master

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Proof of Concept – Business Scenarios

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Proof of Concept – Data Scenarios Data situations are pulled together from the different client frameworks to finish Customer Master evaluation and information approval Data Scenario # 1: Duplicate organization record exists in various frameworks Company record existing over all the significant frameworks, be that as it may, the name of the organization exists contrastingly in the diverse frameworks Customer Number is the same over every one of the frameworks

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Proof of Concept – Data Scenarios Data Scenario # 2: Duplicate organization record exists in a similar framework Company record existing distinctively in one of the frameworks Customer Number is diverse in the one framework under audit

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Proof of Concept – Data Scenarios Data Scenario # 3: Company record exists in a few frameworks, however not every one of the frameworks Company record existing distinctively in a portion of the frameworks

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Proof of Concept – Data Scenarios Data Scenario # 4: Company record exists in all frameworks, yet address record is diverse in various frameworks Company record exists in the majority of the frameworks, yet the address information is distinctive

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Proof of Concept – Data Scenarios Data Scenario # 5: Company record exists in all frameworks, yet contact data is distinctive in various frameworks Company record exists in the greater part of the frameworks, yet the contact information is distinctive

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Proof of Concept – Prototype Parent – Subsidiary model

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Proof of Concept – Prototype Partner display

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Proof of Concept – Prototype Hybrid model

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Customer Roadmap - Objectives Standardize the naming tradition for the Customer Name and Addresses Empower end clients with preparing and rules for client record passage and support Conduct Conference Room Pilot in a Test domain for manual tidy up and union of client records Performed tidy up and solidification of the client records in Production Researched (robotized) strategies and arrangements accessible to catch and dispense with copy records Appointed champions in the different business gatherings to guarantee the Customer Master stays tidy after the tidy up practice Implemented information quality procedure for continuous upkeep and approval

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Customer Roadmap – Training & Education Create a Corporate Standard Naming and Address Protocol in a state of harmony with an overseeing body like the U.S. Postal Service Develop client preparing archives like: Customer Master Training record for client and address section and upkeep Customer Master Mapping report to address the distinctive classification utilized for standard fields by Oracle frames in various modules. Report addresses classification for coordinated CRM frameworks also Educate business clients on client section and upkeep rules

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Customer Roadmap – Conference Room Pilot (CRP) Conduct CRP to physically tidy up and solidify modest number of clients CRP to incorporate tidy up of clients and some of their connections Simple clients Customers with auxiliaries (Parent show) Customers with accomplices (Partner display) Customers with both (Hybrid model) Customer Master Merge usefulness can be utilized to consolidate legitimate locations to a recently made client Goal of the CRP is to evaluate and investigate the tidy up endeavors to be done in the Production condition Select a client as Patient Zero to be the principal client tidied up in the Production occasion

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Customer Roadmap – Production Clean-up Approach Step 1 a: Manual tidy up of the main 10-15 high-volume clients Related clients to be tidied up alongside the main 10 clients Inactivate the copy and wrong address Create another client to supplant the old client Use of Customer Master Merge usefulness to combine substantial locations to the new client Step 1 b: Automated information tidy up for the rest of the clients Data tidy up apparatus should catch and wipe out copy client and address records Business tenets should be characterized for the product prerequisites Step 2: Final tidy up and updates to the client profiles and connections Step 3: Validation of new client structure and related information including addresses, contac