Master Data Management

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1 1 3 Master Data Management Support Services Service Definition

2 MASTER DATA MANAGEMENT SUPPORT SERVICES Service Description The Master Data Management Support Services are part of the Cognizant Information Management service family. Providing a support structure around Master Data Management solutions and platforms. Services include user support, training, and minor enhancements and ticket resolution. Features 1. Support for BAU data load into MDM activities 2. Support for deployments and enhancements 3. Support for MDM product upgrades 4. Automation of frequently occurring issues 5. Support for data extraction/management information requests from business 6. Incident / Service Request Management 7. Adoption of risk management methodology especially suited for application maintenance 8. Well-established communication, governance and change management process Benefits 1. End-to-end MDM support in terms of People, Process, and Technology 2. Improved efficiency of resolution resulting in business user satisfaction 3. Reduction in count of MDM-related jobs (value-added savings) 4. Efficient incident queue monitoring and incident tracking 5. Less manual intervention; reduction in manual support for MDM issues 6. Reduction in time and effort to harmonise master data 7. Operational savings by automating data merging over time Page 2

3 COGNIZANT INFORMATION MANAGEMENT SERVICES OVERVIEW Cognizant s master data management (MDM) and data quality services form part of our Information Management service family. This large collection of services enable a department or organisation to meet all of its information needs ranging from data archival and retention through to traditional data warehousing and BI and on to next generation Big Data architectures and advanced reporting and analytic solutions. The following diagram shows the entire information management service family. This family of services are all available through the G-Cloud portal and can be combined to deliver an end to end information management strategy and platform for an organisation. Discounts on standard pricing can be applied when services are combined as detailed in our pricing document. Page 3

4 MDM & DATA QUALITY SERVICES DEFINITION The Master Data Management (MDM) and Data Quality services enable an organisation to ensure that its underlying data is robust and of high quality. Master Data Management provides a single integrated view of key organisational data dimensions. These include Citizen, Customer, Supplier, Product, Location, and Territory. An MDM strategy will focus on one or more of these dimensions to provide an approach to delivery for that single view. Data quality is the process by which the contents of a data segment can be improved through validation and lookup. For example address fields can be augmented by referencing a national address master list such as the PAF in the UK. Cognizant has a dedicated team of master data management and data quality experts and have developed a set of best practices for successful deployment of solutions. Cognizant can provide the following master data management and data quality services. These services are normally offered on a T&M basis but can be packaged in a fixed price project. Cognizant can take full accountability for the delivery of these services or we can provide skills and expertise to support an existing initiative within the organisation on a T&M or fixed capacity basis. Page 4

5 WHAT IS MASTER DATA MANAGEMENT Master Data Management is the combination of People, Processes & Technology needed to enable an organisation to manage and harmonise its key master entities. An MDM programme helps organisations break down information silos and supports greater enterprise agility and integration activities It mandates Business and Information Systems to collaborate in order to protect key information assets that are shared across the extended enterprise. Supported by data governance processes, MDM eliminates endless debates about "whose data is correct. Some key entities that organisations would want to master include Citizen, Product, Customer, Employee, Supplier, etc. MDM creates a single trusted version of data across the organisation The key functionalities of a typical MDM solution are depicted below: There are additional MDM functionalities such as hierarchy management, data audit and lineage, cross-referencing, etc. that are often configured/developed as part of an MDM solution. These can be incorporated in this service for delivery if required. Page 5

6 Cognizant has a proven delivery approach for ensuring MDM success which aligns to the MDM services presented here: Cognizant enjoys an enviable reputation for its MDM development services and has alliances with all the major solution vendors so that we can determine and deliver the right solution to meet the needs of each client. Our MDM credentials and top global MDM tool partners are listed below: Page 6

7 MASTER DATA MANAGEMENT STRATEGY & ROADMAP SERVICES The strategy and roadmap services enable an organisation to accomplish any or all of the following objectives Identify the potential value that could be derived from an MDM solution Analyse and understand their MDM needs Express those needs in stakeholder relevant use cases in plain English Define key measurement criteria that would demonstrate value has been realised through MDM Build a strategic vision for the pervasive use of MDM in the organisation Build a roadmap enabling the strategic vision Identify quick wins that ensure ROI is maximised at every point of the implementation of the MDM solution Complete a vendor selection exercise to choose the right tools to meet the MDM needs of the organisation Compete a readiness assessment of the organisation s infrastructure and people to determine ease of adoption and implementation of MDM solutions Create a business case for the execution of part or all of the roadmap These outcomes are achieved through a time boxed discovery process. This discovery phase can be delivered as a fixed price or under T&M via the SFIA rate card. Cognizant s MDM Strategy and Roadmap services are delivered as part of the following consultative process A typical MDM roadmap also matures through different MDM architectural styles. Cognizant therefore normally proposes a phased MDM roadmap (as shown below) for medium to large scale MDM programmes. Please note that the assumption here is that the appropriate Data Page 7

8 Quality assessment and cleansing has been put in place to ensure a real ROI is delivered; see the Data Quality Service overview for full details. MASTER DATA MANAGEMENT PROOF OF CONCEPT & PILOT SERVICES The Master Data Management proof of concept and pilot services enable an easy first step into the implementation of an MDM solution. This will normally be the recommended first implementation step in an MDM roadmap to address any concerns over risk and/or cost to value. Cognizant normally refers to these deliverables as a proof of value as it is the business value that an MDM solution can bring that is the critical driver towards success. A typical proof of value project will take one or two use cases and drive them to completion thus proving the benefits that can be realised for the organisation through the adoption of an MDM solution. Page 8

9 MASTER DATA MANAGEMENT DEVELOPMENT SERVICES An MDM programme is rarely a one-time, do-it & forget-it implementation at an organisation - It is an enterprise wide initiative typically involving multiple waves of implementation and not merely a project. It is important for the stakeholders to understand that MDM is a culture and not just a technology. For the success of long MDM programmes and to take the organisational changes and challenges in stride, it is important to embrace this MDM culture. To achieve the desired end-state for the MDM programme, it is also important to layout the long term strategic roadmap and also discover how different MDM projects would align towards meeting this end-state. Fundamentally Cognizant brings best practice, good governance and change management skills alongside technical implementation expertise. These skills have been gained over multiple MDM engagements and help ensure a smooth execution of the MDM strategy and roadmap. MASTER DATA MANAGEMENT SUPPORT SERVICES The MDM support services provide the tools and expertise to run a master data management platform. These include the following Business As Usual operation of the platform Execution of data refreshes Management and closure of support tickets (using an organisation s ticket solution) Help Desk services User support User training Minor enhancements to the MDM solution Support services can be provided in shift patterns ranging from UK working hours through to full 24/7 operational support. We also provide out of hours on call services. Our support experts can be based out of the UK or India or a combination of both to drive longer support windows. Normally support would be on a monthly service charge aligned to a service level agreement. However these services can be provided on a traditional fixed price fixed duration model or through T&M charging. A typical MDM Support Services model is illustrated below: Page 9

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11 WHAT IS DATA QUALITY Data Quality (or good quality data) in simple terms is the data that is demonstrably fit for business purposes. Data Governance is a continuous process of managing and improving data for the benefit of all stakeholders. Data Quality drives the need for Data Governance which in turn provides the means to deliver good quality data. Some Interesting Facts about Data: Data is increasingly seen as an organisation s most valuable asset Data underpins all activities undertaken by each and every enterprise globally Only 1-in-3 decision makers trust the information they have to make decisions 27% people are not sure of how much of their data is reliable In every analytic exercise, 40-60% of the time is spent on data preparation processes, such as removing duplicates, fixing partial entries, eliminating nil/blank entries Poor quality data undermines every MIS/IT project initiative leading to poor ROI Poor data quality costs 1.5 Trillion per year, in the US alone The Impact of Poor Quality Data: Operations: Employees, Customers, Partners and Suppliers all struggle to find information Poor ROI on systems investment, e.g., ERP, CRM, CEM, BI or SCM Incomplete and inaccurate data results in process issues Slower response rate when required data is either not available or not trusted Errors cause customer dissatisfaction Business Decision-making and Performance Management No single view of the Citizen, Customer, Product or Supplier, so forget Digital Big Data initiatives Incorrect or poor decision-making Inability to make decisions Performance management reconciliation Excel mania, i.e., multiple versions of the truth Compliance Risk of violating regulations Inaccurate regulatory and legislative reporting Incurring regulatory fines, penalties and cessation of trading Activities. DATA QUALITY ASSESSMENT & STRATEGY SERVICES The data quality assessment is a time boxed exercise that will analyse and organisation s data to rate it s quality. This rating is done within the context of the business criticality of the data and the potential risk poor quality can bring to operations and decision making within the organisation. The assessment normally takes between 2-4 weeks depending on the number of data sources to be assessed. This is normally offered as a fixed price, however T&M rates can be used. Page 11

12 Following on from the assessment exercise Cognizant can work with the organisation to define a strategy for addressing data quality. This can also be coupled with our data governance services to establish a quality and governance framework for the management of data. The strategy can also incorporate a plan or road map for the delivery of the target state for data quality. DATA QUALITY DEVELOPMENT SERVICES Cognizant can deliver a range of services using appropiate tools to deliver complete Data Quality following the steps below. We have a number of data quality solutions and offerings as shown below: Page 12

13 DATA QUALITY SUPPORT SERVICES The Data Quality support services provide the tools and expertise to run a data quality solution or service. These include the following Business As Usual operation of the data quality solution / service Data stewardship activities to apply manual changes to data Management and closure of support tickets (using an organisation s ticket solution) Help Desk services User support User training Minor enhancements to the data quality solution Support services can be provided in shift patterns ranging from UK working hours through to full 24/7 operational support. We also provide out of hours on call services. Our support experts can be based out of the UK or India or a combination of both to drive longer support windows. Normally support would be on a monthly service charge aligned to a service level agreement. However these services can be provided on a traditional fixed price fixed duration model or through T&M charging. Cognizant follows a 3-step process to cleanse and standardise data and to support data quality/stewardship as a BAU process. The approach is illustrated below: Page 13

14 COGNIZANT S INFORMATION MANAGEMENT CAPABILITY The Cognizant Information Management practice has been recognized by analysts and our customers as industry leading. Cognizant s Master Data Management practice has won several accolades from analysts. For more information on Cognizant Information Management please go to Page 14

15 APPENDIX 1 SERVICE COMMERCIAL DETAILS Backup / restore and disaster recovery that will be provided On-boarding and Off-boarding processes/scope Service management detail Service constraints Not applicable Not applicable Not applicable Not applicable (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality / features etc.) Service Levels Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms Data restoration / service migration Consumer responsibilities Technical requirements (including service dependencies) Details of any trial service available Where the Gcloud Services do not include a feature listed in this Schedule the Service We would expect to agree service levels with individual clients dependent on their specific needs as defined in the Statement of Works (SOW) To be defined in the individual SOW To be defined in the individual SOW Services can be ordered through the placement of a purchase order, our expectation is that as this is a Lot 4 service an agreed SOW will be developed to define the deliverables. Unless otherwise set out in the SOW, Cognizant will invoice the Client for all Fees and reimbursable items payable monthly in arrears. The Client will pay each invoice within thirty (30) days of the date of such invoice, provided that the Client may withhold payment of invoiced amounts disputed in good faith pending resolution of such good faith dispute. These terms are detailed in clause 10 of our provided MSA Not Applicable These are detailed in clause 4 of our provided MSA These are detailed in clause 4 of our provided MSA Not Applicable Not Applicable Page 15

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