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This provides a brief overivew of the IBM InfoSphere MDM v8.
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1
Customer Centricity: How the MDM Journey Creates Business Success
Anne RatcliffeWW InfoSphere MDMSales ExecutiveInformation ManagementIBM Software Group
2
Agenda
• The Information Supply Chain • Master Data Management Overview• The IBM® InfoSphere™ MDM Portfolio• Customer Success Stories
3
Variety of Information• 80% of new data growth is unstructured content• Emails, images, audio, video..
Volume of Digital Data• 57% CAGR for enterprise data through 2010• Machine generated data : Sensors, RFID, GPS..
Velocity of Decision Making• Rapidly changing business climate • Need to get ahead of the curve : predict issues
and fix them
Data Explosion in a Smarter World!
New Data New Information!
4
But, How Do We Leverage Informationfor Smarter Business Outcomes?
47% of users don’t have
confidence in their information
59% of managers miss information valuable to their
jobs because they can't find it
42% of managers use wrong information at
least once a week
Sources: Accenture Survey, January 2007, AIIM Survey, July/August 2007
5
Think Differently to Drive SmarterBusiness Outcomes
Call CenterOperations
Human Resource
ManagementERP &
Financials
AutomationApplication
Agenda
Optimization
66
Key Business Drivers for MDMRevenue• Identify cross-sell, up-sell opportunities• Customize product offerings
and bundles• Introduce new products quickly• Identify high value customers• Improve customer retention
Cost• Automate manual business processes• Reduce data errors• Eliminate excess mailings• Identify risk (credit)• Supports system consolidation
initiatives
Agility/Strategic Initiative• Consolidate data from silos/integrate
new systems quickly (M&A)• Meet demands of new
business channels• Grow with the business• Identify key relationships
and hierarchies
Compliance• Reduce risk• Control access to data• Adhere to government and
corporate regulations• Manage customer privacy
preferences
777
What is Master Data? Why is it important?
• Master data is a subsetof all enterprise data
• Master data is the high-value, core information used to support critical business processes across the enterprise
• Master Data is information about customers, suppliers, partners, products, materials, employees, accounts and more
• Master Data is at the heart of every business transaction, application and decision
Master data
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What is Master Data Management?• Provides a consistent understanding and trust of master data entities• Provides mechanisms for consistent use of master data across
the organization• Is designed to accommodate and manage change
John Jones Customer Valiue High
Risk Score LowDo Not Call
MDM
CRM Data Warehouse ERP eBusiness Application
J. Jones1500 Industrial
Customer Value – LowRisk Score – HighSolicit – No data
John Jones112 Main Street
Customer Value – HighRisk Score – Low
Solicit – Do Not Call
John Jones112 Main Street
Customer Value – HighRisk Score – Low
Solicit – Do Not Call
Master Record
Single View
9
Batch Connectivity (e.g. ETL Tools)
Current Business Automation…Sincethe Beginning of Info Technology
Security,
Mail, etc
Real-time/Near-Real-Time Connectivity Services (ESB, EAI, Web Services, MQ, etc.)
BillingSystem
Product Order System
Call CenterWeb PhoneAgent / Sales
Other Users (e.g business
partners)
Headquarters (e.g Risk Mgr, Administrator)
CRM/
Call CenterSales
Force
Automation
New Systems (e.g. SOA –based)
ServiceSystem
IVRWeb
External Business PartnersCustomer
ProductAccountOthers
CustomerProductAccountOthers
CustomerProductAccountOthers
Comp. System & Others
CustomerProductAccountOthers
Content Management
(e.g. FileNet)
Process Server
Business Intelligent
(e.g. COGNOS)
• IT Applications built in silo to solve specific business problems (Order, billing, service, compensation,etc)
• Line-of-business focused (by product)
• Common data(e.g Customer) in disparate systems resulting in duplicates and non-trusted data
Application Agenda Era …
10
Non-Trusted DataCommon Data in Disparate Systems Cause
Data Quality Problems…
• Are they the same person?• Are they related to other customers?• Is the customer also an agent• Which address is correct
Name:
System A
Nancy Smith
Gender: Female
Birth Date: 1 Aug 1980
ID: Passport: BA26355
Address: 1 Main St, …
Marital Status:
Single
System B
Nancy Jones
F
1/8/1980
DLN:800801-2311711
1 Main Street, …
Married
System C
Mark Jones
Male
9/2/1963
DLN:630902-1212212
No 1 Main St, …
Married
SalesComp-
ensation
Nancy Jones
Female
8/1/80
DLN: 800801-2311711
2 Main Street, …
M
11
In ContextReal-time delivery of relevant
information when and where it’s needed
Complete Related information reconciled into a
single and holistic view
Accurate
Complex and disparate data transformed, cleansed and delivered
InsightfulDerive meaning from information changes
Leaders Investing to OptimizeInformation Assets
Clients Tell Us What They Are Looking for…Trusted Data
12
INFOSPHERE INFORMATION SERVER
Understand Cleanse Transform Deliver
COMMON META DATA
IBM® InfoSphere™ Solutions to Provide Trusted Data to Drive Business Optimization…
Security,
Mail, etc
Real-time/Near-Real-Time Connectivity Services (ESB, EAI, Web Services, MQ, etc.)
Billing System
ProductOrderSystem
Call CenterWeb PhoneAgent / Sales
Other Users (e.g. business
partner)
Headquarters (e.g Risk Mgr, Administrator)
CRM/
Call CenterSales
Force
Automation
New Systems (e.g. SOA –based)
ServiceSystem
IVRWeb
External Business PartnersCustomer
ProductAccountOthers
CustomerProductAccountOthers
CustomerProductAccountOthers
Comp.System & Others
CustomerProductAccountOthers
Content Management
(e.g. FileNet)
Process Server
Business Intelligent
(e.g. COGNOS)
IBM® InfoSphere™ Information Server
• Every capability needed to understand, cleanse, integrate& deliver information across heterogeneous systems
• Broad native connectivity to any data source
• Massive scalability for integrating large data volumes in batch or real-time
• Unique metadata-driven design for acceleration & business-IT alignment
13
Non-Trusted DataCommon Data in Disparate Systems Cause
Data Quality Problems…
• Are they the same person?• Are they related to other customers?• Is the customer also an agent• Which address is correct
Name:
System A
Nancy Smith
Gender: Female
Birth Date: 1 Aug 1980
ID: Passport: BA26355
Address: 1 Main St, …
Marital Status:
Single
System B
Nancy Jones
F
1/8/1980
DLN:800801-2311711
1 Main Street, …
Married
System C
Mark Jones
Male
9/2/1963
DLN:630902-1212212
No 1 Main St, …
Married
SalesComp-
ensation
Nancy Jones
Female
8/1/80
DLN: 800801-2311711
2 Main Street, …
M
INFOSPHERE INFORMATION SERVER
Understand Cleanse Transform Deliver
COMMON META DATA
14
Master Data Management The Path to Managing & Providing Trusted Data…
Master Data …
• Common Data
• Directory(X-ref) Data
• Summary Data
ADDRESS &CONTACT METHOD (Phone, e-Mail, etc)
PERSON or ORG (Party)
NAME
DEMOGRAPHIC(Gender, Birth Date,Establish Date, etc)
IDENTITY
PARTYHIERARCHY
PARTY RELATIONSHIPPARTY
X-REF
ACCOUNT/POLICY X-REF PRIVACY &
PREFERENCE
CAMPAIGNSUMMARY
PARTY VALUE
INTERACTION HISTORY
15
Master Data Management Centralized Management of Master Data via Servicesto Provided Trusted Operational View of Business …
INT
EG
RA
TIO
Nse
rvic
e
INTEGRITYservice IN
TE
LL
IGE
NC
Eservice
AUTHORIZATIONservice
16
INFOSPHERE INFORMATION SERVER
Understand Cleanse Transform Deliver
COMMON META DATA
Batch Load
INFOSPHEREWAREHOUSE
IBM® InfoSphere™ Solutions to Provide Trusted Data to Drive Business Optimization…
Security,
Mail, etc
Real-time/Near-Real-Time Connectivity Services (ESB, EAI, Web Services, MQ, etc.)
Billing System
ProductOrderSystem
Call CenterWeb PhoneAgent / Sales
Other Users (e.g. business
partner)
Headquarters (e.g Risk Mgr, Administrator)
CRM/
Call CenterSales
Force
Automation
New Systems (e.g. SOA –based)
ServiceSystem
IVRWeb
External Business PartnersCustomer
ProductAccountOthers
CustomerProductAccountOthers
CustomerProductAccountOthers
Comp.System & Others
CustomerProductAccountOthers
Content Management
(e.g. FileNet)
Process Server
Business Intelligent
(e.g. COGNOS)
INFOSPHERE MDM SERVER
Real-time
17
5 of top 6 US HC Payers; EMPI & HIE leader
Over 10 Years Experience & 600+ Customers
4 of top 6 US Insurance Companies
6 of top 10 US Financial Services
10 of top 12 US Retailers
http://money.cnn.com/magazines/fortune/fortune500/2009/full_list/
Leader for large national & local governments
18
Government Healthcare Telco
• Improve Case management
• Reduce fraud across benefit Applicants
• Improve revenue collection across Taxpayers
• Improve Citizen services
• Streamline Asset management across Locations
• Improve Customer service and billing Contracts, and reduce churn
• Support Regulatory compliance for Customers / Organizations
• Grow Customer wallet share through tailored Product offerings and bundles
• Improve Patient care and reduce medical errors
• Encourage Physician loyalty
• Improve Compliance and Patient privacy
• Streamline Hospital Asset management or medical Products across supply-chain and Locations
Energy & Utilities
• Energy Price data management
• Asset and Location management (e.g., reservoir, oil field, meter)
• Improve Customer service
Customers Across Industries are Addressing a Broad Set of Business Challenges With MDM
19
Insurance
• Regulatory compliance for Customers
• Improve Customer satisfaction
• Grow Customer wallet share through tailored Product offerings and bundles
• Understand full exposure and reduce credit risk across Accounts
• Streamlined Asset management
• Improve Supplier / Dealer financial management
• Food Products safety compliance
• Manage Customer preferences and lifecycle
• Faster Product launch across Locations
• Superior Customer multi-channel experience
• Improve Customer loyalty
• Faster Product launch across Locations
• Improve Vendor / Supplier on-boarding
• Streamline Member enrolment
• Improve claims processing for Members
• Create custom Product offerings and bundles
• Optimize Policy management
• Manage compliance and privacy across Members
ManufacturingRetailFinancial Services
Customers Across Industries are Addressing a Broad Set of Business Challenges With MDM
2020
IBM® InfoSphere™ Master Data Management
Adaptive MDM for diverse requirements• World’s largest MDM customers and
implementations• Rapid time to value with multiple deployment
options• Support for any data domain and industry• Strong master data stewardship capabilities• Pre-packaged capabilities speed time to market• Customizable and extensible foundation• Seamless scaling as data volumes grow
A broad set of capabilities to enable adaptive master data management solutions
21
Phased Implementation Drive Business Optimization with Positive ROI
Reduce cost and improve customer satisfaction via once-and-done processing … e.g. address change
COST REDUCTION
Reduce risk exposure via holistic view customer household and product holdings
IMPROVE RISK
MANAGMENT
Improve up-sell and cross-sell with relevant offers meeting customer requirements
IMPROVE SALES
CAMPAIGN
Comply with government regulations…privacy act, risk exposure reporting, etc
REGULATORY COMPLIANCE
Forming a customer chassis to reduce M&A integration points and improve integration speed and cost
ASSIST MERGER &
ACQUISITION
22
The Facts: Multiple customer information
systems from acquisitions Inability to identify value of
customer across mortgage, bank account, sales, and life administration systems
Bottom line: Removed 400,000 duplicate records
to date Greater ability for cross-sell and up-sell Led to increased revenue and
improved customer loyalty
"Now that we manage our customer information as an asset, the opportunities for innovation and optimization are endless. We can respond to the dynamics of our business twice as fast."
IBM MDM Customer Success Story
23
The Facts: Create and maintain product
information 10% faster Data entry errors reduced from 5% to
0.1%Bottom line:
Anticipated operational savings of €5 million annually
Partners reduce costs by 25% Two additional weeks of sales for new
products leading to 3.5% increase in revenue
IBM MDM Customer Success Story
24
The Facts: Integrates over 52M customer records
within and across disparate systems Acts as the single point of management
for a global customer identifierBottom line:
Reduced data standardization costs by 50% and marketing costs by 10%
Decreased customer churn by 5% and increased cross-sell, up-sell revenue by 10%
Recognize a 300% increase in customer privacy compliance across the entire organization
IBM MDM Customer Success Story
25
Q & A / Thank You
Anne RatcliffeWW InfoSphere MDMSales ExecutiveInformation ManagementIBM Software GroupPh: +1 415 867-0895Email: [email protected]
For More Information, Please Contact:
Applications& Processes
Delivering Business Insight RequiresMastering Your Information
Going Beyond Simply Managing… to Optimizing Business Results
Analyze
Integrate
DataWarehouse
Master Data
Clients’ Information Supply Chain
Reports & Dashboards
Govern
Data Quality
Security
Lifecycle
Management
BusinessIntelligenceApplications
TransactionalBusiness
Applications
Content
DatabaseInfrastructure
BusinessApplications
StreamingData
27
292929
IBM MDM Product Portfolio
IBM® InfoSphere™MDM Server
Physical master repository of customer, account and
product data for the business to consume
as services
IBM® Initiate® Master Data Service®
Virtual master registry for delivering single, trusted versions of master dataand their relationships
IBM® InfoSphere™ MDM Server (for PIM)
Capabilities to flexibly manage products and other
entities across enterprise
Single View
Governance
CommonComponents
IBM® InfoSphere™ Identity Insight
Analytical capabilities to discover where threat
and fraud exists to enable immediate action.
3030
IBM® Initiate® Master Data Service®: Functional Overview
30
• Data Stewardship– Inspect and resolve data quality issues– Visualize and manage relationships
• Master Data Engine– Highly accurate and flexible matching and
searching across multiple data domains– Load, match and link master data in hours
• Flexible & Extensible Data Model– Model complex master domains and
relationships– Employ data models that are built and
optimized specifically for master data management
• MDM-Powered Solutions Framework– Streamline creating MDM-powered
solutions for end users
• Integration– Integrate with multiple real-time and
batch options– Deliver trusted master data to downstream data
warehouse, analytics and BI systems – Message-based support (HL7, JMS, MQ
Series)
IBM® Initiate® Master Data Service®
Data Stewardship
Master Data Engine
Data Model
Integration
SOA Java/.Net Industry
Match & Link RelationshipsWorkbench
Solutions Framework
Components Blueprints
313131
IBM® InfoSphere™ MDM Server:Functional Capabilities
MDM Domains
Business Services
Pre-built Customizable
Data Stewardship
Party Account Product Custom
Integration
Content Data Analytics
IBM® InfoSphere™ MDM Server
• Business Services– Enables business process to easily leverage
master data– Speed time-to-value, reduce subsequent
phase investment• Functionality
– Stewardship: Data Quality, Stewardship,& User Interfaces
– Events: Event Management& Business Rules
– Security & Entitlement: ROV• Multi-domain
– Extensible data model supporting domains including Party, Product, Account & Location
– Relationships between domains• MDM Workbench
– Tooling for easy extensions to dataand UI generation
• Robust Data Integration– Pre-built Data Integration & Quality
323232
IBM® InfoSphere™ MDM Server (for PIM):Functional Capabilities
IBM® InfoSphere™ MDM Server (for PIM)
Product Location Supplier Others
Collaborative Authoring
Business Process workflow
MDM Custom-Built Domains
NPI Catalog Mgt Multi-CommerceGDS
• Collaborative Business Processes– Workflows for Collaborative Tasks
• Extendable Authoring UI– Business User Interface for Authoring
and Search• Flexible Data Model
– Product Catalogs, Category Hierarchies, Attributes, Relationships
• Data Synchronization– Imports and Exports with Deltas
and Versioning– Job Scheduler
• User and Role Security– Granular Access privileges to enforce
complete and accurate data– User and Role Security– Attribute Level Security