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TOWARDS THE eMERALD CITY. Deploying Information Quality Tools in a Federated Business. Nigel Turner & John Hodges British Telecommunications (BT) IM Programme . BT RETAIL. BT WHOLESALE. The BT FEDERATION. Governance Brand Parental advantage Trading relationships - PowerPoint PPT Presentation
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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?