Presented by : Ravindra nath sharma MBA(SDM) (07-09) SCIT PUNE(symbiosis international university) IBM EVS (Export Validation Service) case study – Common Customer Master System
Jan 20, 2015
Presented by :
Ravindra nath sharma
MBA(SDM) (07-09)
SCIT PUNE(symbiosis international university)
IBM EVS (Export Validation Service) case study – Common
Customer Master System
AgendaCase DescriptionCurrent SystemArchitecture Of CCM SystemCritical Entry PointsEntity/ Function Relationship Entity/ Process Relationship
Enterprise - IBMBusiness lines Software and hardware with complete
solutions Consulting business for software
solution BPO /KPO/LPOIBM educational partnership and
certification
Current systemAccess Information through legacy system.Can not use updated information at a time
for all different Branches.Impact on customer satisfaction.Can not access customer organization and
contact information at a time.Lacking in consistency and continuity.
Architecture of CCM System.
Critical Key entry PointsConnectivity –
Information feeds from these other distributed customer repositories will be unsettled and replaced by this single system.
Information – The integration of customer data from different
data sources -- including Dunn and Bradstreet (D&B), IBM's customer data stored in the Reference Data customer (RDc) hub (representing customer information from a variety of IBM customer databases), and CRM/Siebel (with three separate instances in North America, Europe, and Asia Pacific).
Eleven entry points on the road to SOA
Entry Points/ Functions
People Process Information
Connectivity
Reuse
Customer Administrator
X X X X
Credit Score X X X
Multi channel Support
X X X
International Support
X X X
Multi product Support
X X X
Entity – Process RelationshipEntity/Process
Customer
Transaction
Product Business Units
Login R
Credit Score R R
New Customer Profile Creation
W
Communication History Creation
R R R R
Customer Updating
U
Entity IdentifiedThe entities identified under the case are as
followsCustomer PaymentEnquiryTransactionProductBusiness UnitData SourceData Server
Weak EntityCredit scoreCommunication History
Application IntegrationCRM Siebel (North America)CRM Siebel (AP South)NIW S&D FinanceCRM/Siebel (EMEA)