Master Data Management in Practice

Transcription

1 Master Data Management in Practice Achieving True Customer MDM Dalton Cervo Mark Allen WILEY John Wiley & Sons, Inc.

2 Copyright 2011 by Dalton Cervo and Mark Allen. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) , fax (978) , or on the Web at Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) , fax (201) , or online at Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) , outside the United States at (317) or fax (317) Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our web site at Library of Congress Cataloging-in-Publication Data: ISBN Printed in the United States of America

3 Contents Foreword Preface Acknowledgments Introduction Part I: Planning Your Customer MDM Initiative Chapter 1: Defining Your MDM Scope and Approach MDM Approaches and Architectures Analytical MDM Operational MDM Enterprise MDM Defining the Business Case Cost Reduction Risk Management Revenue Growth Selecting the Right MDM Approach Data Management Maturity Level Addressing the ROI Question Chapter 2: Establishing Effective Ownership The Question of Data Ownership Executive Involvement MDM with Segmented Business Practices A Top-Down and Bottom-Up Approach Creating Collaborative Partnerships Can Your Current IT and Business Model Effectively Support MDM? The Acceptance Factor Business Access to Data Coordination of MDM Roles and Responsibilities s Chapter 3: Priming the MDM Engine Introduction Positioning MDM Tools Data Integration and Synchronization Data Profiling Data Migration

4 Data Consolidation and Segmentation Reference Data Metadata Part II: The Implementation Fundamentals Chapter 4: Data Governance Initiating a Customer Data Governance Model Planning and Design Establishing the Charter Policies, Standards, and Controls Implementation Process Readiness Implement Maintain and Improve s Chapter 5: Data Stewardship From Concept to Practice People MDM Process Core Team Operational Process Areas Processes Data Caretaking Chapter 6: Data Quality Management Implementing a Data Quality Model A Process for Data Quality Drivers Data Quality Forum (DQF) Controls/Data Governance Data Analysts Design Team IT Support/Data Stewards Metrics Establishing a Data Quality Baseline Context Data Quality Dimensions Entities and Attributes Putting It All Together Data Alignment and Fitness Assessment

5 Data Correction Initiatives Chapter 7: Data Access Management Creating the Business Discipline Beyond the System Administrator Creating the Right Gatekeeper Model Preparing Employee Data Access Management Requirements Add User Group Names Map Privileges to Requirement Categories Profiling the Data Implementing and Managing the Process Testing and Launching the Process Resolve Issues Immediately Auditing and Monitoring Segregation of Duty Management s Part III: Achieving a Steady State Chapter 8: Data Maintenance and Metrics Data Maintenance Specify, Profile, and Analyze Improve Data Quality Metrics Monitors Scorecards Chapter 9: Maturing Your MDM Model How to Recognize and Gauge Maturity? Data Governance Maturity Data Stewardship Maturity Data Quality Maturity Data Access Management Maturity s Part IV: Advanced Practices

6 Chapter 10: Creating the Customer 360 View Introduction Hierarchy Management (HM) Operational versus Analytical Hierarchies Single versus Multiple Hierarchies Number of Levels in the Customer Hierarchy Virtual versus Physical Customer Records Legal versus Non-legal Hierarchies The Elusive, yet Achievable, 360 Customer View Chapter 11: Surviving Organizational Change How Adaptable Is Your Customer Master Data? Data Quality Factors Data Completeness Data Consistency Data Integrity The Change Management Challenge Data Governance Can Greatly Assist a Transitioning State Leveraging the Data Stewards and Analyst Adopting Best Practices Chapter 12: Beyond Customer MDM The Leading and Lagging Ends Technology Influence on MDM Overcoming the IT and Business Constraints Achieving an Effective Enterprise-wide MDM Model Where Does MDM Lead? Recommended Reading About the Authors Index