Eva Larson Zebra Technologies Corporation Data Quality/Data Management MDM = T + P + P
Eva LarsonZebra Technologies CorporationData Quality/Data Management
MDM = T + P + P
“Changing Zebra’s Stripes…”• The Goal• Issues, and Solutions
– Technology– People– Processes
• The Benefits
2
Zebra Technologieso Zebra helps identify, locate and track assets, transactions
and people with specialty printing and automatic identification solutions including barcodes, RFID and GPS technologies.
o Lincolnshire, Illinois HQ [Chicago Suburbs]
3
The Goal
• Simplify end to end business process integration and accelerate ROI through technology, people and processes.
Technology -The Issues
• Technology– Hundreds of disparate applications
• 10 acquisitions• 140 applications (and counting)
– Resources• 90% of IT time spent on integration and maintenance
– Where to begin
– Time to implement
Page 7
Where’s our customer data today?
UCM – A single source of truth for customer data?
Technology -Disparate Applications
Technology –Zebra’s Transformation Footprint
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Technology –The Solutions
Technology• Use a phased approach• Consolidate all
applications to a single global system.
• Increase data visibility and accuracy
• Avoid customization Goal: Simplify end to end business process integration and accelerate ROI
RELEASE MANAGEMENT SCOPE
R1 R2 R3 R4
2007 [PRE‐RELEASE] 2008‐2009 2009‐2010 2010‐2011
ORACLE ‐ AGILE PLM ORACLE ‐ EBUSINESS
• Product Collaboration • Global Financials • Accounts Receivable / Collections • Service (back‐office)
• Web Portal [for CM] • Global Human Resources • Credit
• CM Enablement • Procure‐to‐Pay [MRO] • Mfg
• Global HR • WMS
• Payroll • Shipping
• ASCP • Data Collection [Zebra]
• Demantra • Remote Printing [Zebra]
• OBI
ORACLE CUSTOMER HUB
• Accounts ‐ Contacts • Expanded ‐ Sales Attrbs • Expanded ‐ Service Attrbs
ORACLE / SIEBEL ‐ CUSTOMER RELATIONSHIP MANAGEMENT
• Partner Portal ‐ Registration • Partner Portal ‐ Shopping Cart • Service
• Campaign Management • Campaign Management • Partner Portal ‐ Service
• Lead Management • Lead Management • Mobile Applications
• Customer Master • Order Capture
• OBI • Pricing & Concessions
• Configuration
• Sales Hierarchy
• Warranty Contracts
• Opportunity Management
• Install Base [Asset Mgt]
• Point of Sale Capture
Zebra’s Success Card
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Live Liv
e
Live
Live
Deployed in-house, on-time & under budget
Technology –The Solutions
Technology• Use a phased approach• Consolidate all
applications to a single global system.
• Increase data visibility and accuracy
• Avoid customization Goal: Simplify end to end business process integration and accelerate ROI
Technology –The Solutions
Technology• Use a phased approach• Consolidate all
applications to a single global system.
• Increase data visibility and accuracy
• Avoid customization Goal: Simplify end to end business process integration and accelerate ROI
Zebra – Staying Current• Siebel CRM 8.0.0.2 + => moving to 8.1.1 [2009]
Oracle Customer Hub
• Oracle eBusiness 12.0.5 => moving to 12.1 [2009]• Oracle SOA 2.1 => moving to 2.5 [2009]• Oracle AIA / PIP – Customer Party EBO – Live Nov 2008 - expanding• Oracle Demontra & Oracle Advanced Supply Chain Planning 7.2.0.2• Oracle Agile 9.2.2 => expanding to Oracle Product Hub• Oracle Business Intelligence [OBI]10.1.3.3• Oracle 10g RAC => moving to 11g RAC [2009]Supporting Tools:• EDI: GenTran / Sterling Integrator 4.3.10 • Data Profiling & Cleansing: Dataflux 8.1
Zebra CIO: “Time to Break the Cycle”…• Evolve IT staff…. from being primarily technologists to well-
rounded business managers – assigned competency leads
• Upgrade organizational capability … with experience in Oracle delivery
• Develop higher contribution to the business… by leading strategic projects to conquer complex operating challenges that have presented themselves as a result of Zebra’s market place successes
ToNew Project
Effort
From…
Support
10%90%
90% 10%
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People –The Issues
• People– Siloed/Independent
• Thinking• Communicating• Decision Making
– Change• Acceptance• Adaptation
– Ownership (vs Stewardship)– Resources
People –The Solutions
People• “Herding Zebra’s”• Consumers• Contributors• Data Governance and
Data Stewardship
Goal: Simplify end to end business process integration and accelerate ROI
Processes –The Issues
• Processes– Redundant– Customized– Uncontrolled
• Zebra TechnologiesCorporation
• Zbra Tehcnolgies Corp• ZEBRA TECHNOLOGIES• Zebra Tech• Zebra• Zebra Technologies Corp dba
Zebra Technologies Corp
Processes –The Solutions
Processes• Consolidate master data• “One stop shopping” for
master data’s metadata• CRUD and workflows• Data cleansing and
enhancements• Quality check-ups Goal: Simplify end to end business process
integration and accelerate ROI
Using Oracle’s Out-Of-BoxBusiness Process Flows
Performance measures
n The solution should always allow customers to request changes to their details. nManual administration by Zebra employees should be minimized, but the integrity of customer data must be protected.nOnce Account is active the access to change is restricted to persons
responsible for Customer MaintenancenRules should determine what updates can be made to particular data fields by particular people and in particular systems.
nThe cost of executing a change in details (number of key strokes or man hours)nThe amount of time from the detail change request to completion
At any point in time, a customer may want to make a change to their details.
n Customer requests a change through a channel (portal, phone, email, post, call)
n Change details are captured in the system(address details, phone numbers, additions to Contacts Information)
n Change request is routed to proper individual
n Change is processed and records are updated in all systems
n Change not processed (due to incomplete or incorrect data) and customer contacted
n Account Namen Address detailsn Phone Numbersn Contact Email Addressesn Account Profile details
Key dataProcess activities
Parallel ProcessesParallel Processes
Best PracticesDefinition
Customer QueryCustomer Query
Query Check for CustomerQuery Check for Customer
Customer CreationCustomer Creation
Register New CustomerRegister New Customer
Customer AddressCustomer Address
Customer Address SetupCustomer Address Setup Customer UpdatesCustomer Updates
Sales/ Opportunity Processes
Sales/ Opportunity Processes
Credit Check/ ApprovalCredit Check/ Approval
Sales and M
arketing - Evolution of a
Customer
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Canonical Model
Technology –The Benefits
• 2008– MDM solution/integrations purchased from Oracle - avoids 3 party connectors, new
proprietary skills to learn, compatibility issues = lowered costs– Estimated resource savings 60% - 2 resources, 2 months with small off-shore augmentation
vs 6-10 resources for 4-6 months – Oracle Customer Hub - Attacked data quality issues in the first release to gain early benefits– Oracle Customer Hub – extended using Oracle AIA and Fusion Middleware back to legacy
during transformation = lowered our business risks, avoided big bang, resulted in faster speed to benefits
• 2009 phase– Same AIA/PIP reused in integrations and conversions = lowered costs– Upgraded Siebel, Oracle without integration rewrites
• Future– All Oracle AIA/PIPs deployed for MDM– Zebra acquisition on-boarding becomes easier and faster– Compatibility of integration remains Oracle’s responsibility– MDM data remains protected, standardized, cleansed
Oracle MDM ROI Projections
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IT Agility Risk/Compliance
CRM Booster Operational Improvements
People –The Benefits
• IT concentration moving toward business’s strategic projects vs maintenance
• Global understanding about the reality of our inter-connected data-driven world.
• Data Governance/Stewardship which sets the rules of engagement, defines global standards and processes and global resolution of conflicts
• More information available for use in reporting and decision making
Processes –The Benefits
• Reusable data - master data entered once for all vs once per # of applications = estimated savings of 139 per field
• Single set of processes• Global documentation for all fields, rules, standards
and processes which is housed on global intranet site
• Real time and batch deduplication
Zebra’s Transformation… in the news…Zebra Accomplishments
Oracle 2008 Excellence Award Winner [AIA]
2009 Press Releases [AIA] – Reduces Cost
2009 Oracle Press Releases [AIA] - Expanding
2009 Customer Snapshot for Zebra on Oracle [AIA]
2009 May Oracle Profit Magazine – Zebra Transformation Story
2009 Program Reviewed in AMR Research, Forrester and Gartner
Oracle User Groups Presentations on MDM, data governance, AIA