ASK MDM - Master Data Help Desk

Transcription

1 ASK MDM - Master Data Help Desk Noha Radwan Information and Data Quality Conference (IDQ) November 4-7, 2013 Little Rock, AR 1

2 Schlumberger Overview Schlumberger is an oil and gas service company providing service to the major players in the oil and gas industry through our use of cutting-edge technology, integrated project management, and information solutions. 2

3 Agenda Schlumberger Master Data Management (MDM) MDM quality center ASK MDM Project Drivers and challenges Stakeholders FMD Training/ Project Benefits 3

4 Master Data Master Data Management (MDM) is the workflow process in which Business and Information Technology (IT) work together to develop an enterprise view and to ensure the uniformity, accuracy, stewardship, and accountability of master data that is shared by several disparate IT systems and groups. 4

5 Schlumberger Master Data Roadmap MD Design Geographical Reference Data Applications IT SL Organization SLB Legal Entities SLB Facilities Locations Spend Taxonomy Global Accounting Reference EMS Org Suppliers Chart of Accounts Internal Parts SL Legal Supply Chain Finance External Parts Compliance Content Units of Measure Wells / Fields Equipment, Materials & Supplies EMS Customers Rigs Products & Services Marketing & Sales HR Org Unit HR Job SLB Person HR Business Role

6 Master Data Quality Center Correct, Enrich, Measure Execution & Monitoring Project Support Manage & Maintain Data Quality Reporting Analysis Implementation Entry Validation Correction Enrichment Source Reports Alignment Reports Data Profiling Data Cleansing Mapping Consumer Systems Data Quality Reporting 6

7 Project Drivers FMD multi-consumer backlog of errors Problem Owners Average 3/4 s per issue, 50 FMD change request per month No KPIs / measurements 2 vs. 0.5 Schlumberger knowledgeable resources to support FMD Master Data Management program and Quality center is expanding PM Analyst Pressing need to get to a Zero Defect master data. Global Facilities Team 7

8 ASK MDM - Vision Efficiently and effectively manage master data change requests Develop an initiating point of contact for all master data issues Develop complete framework and workflow process that covers all the aspects to create a service desk for master data issues: Stakeholders & Responsibilities Tools, model & processes, Staffing, training, and plans. 8

9 ASK MDM - Solution Defined the existing problem Designed and modeled a framework and a workflow process generic for Master data Domains Leveraged existing Schlumberger tools and processes Implemented the full solution for FMD and put in place the framework for the five MD domains managed by Master Data Quality Center 9

10 ASK MDM - Proposing a framework for a master data service desk involves many aspects - examples: Drive the change in culture IT Help desk limitations Data provided for the Help desk Stakeholders, support levels and interaction 10

11 ASK MDM Stakeholders Specialized per domain (MDQC) Business/Data Quality analyst(s) Master data Quality Center Data Source(s) Business Segment/ Function Data Owners/ Custodians Master Data Change Request Data Consumers Data Consumers Multiple functions/ segments Help Desk 11 24/ 7 incident management professionals

12 ASK MDM Approach/ Tools Enterprise used Remedy Software Schlumberger 24/7 IT Help Desk 12

13 ASK MDM in Remedy Support Product Categorization Tier1: Enterprise Services Tier 2: Master Data Management MD-Facilities Master Data MD-Geographical Reference Data MD-Global Accounting Reference MD-Legal Entity MD-SL Org Quality Center analyst(s) Quality Center analyst(s) Quality Center analyst(s) Quality Center analyst(s) Quality Center analyst(s) PM (if needed) PM (if needed) PM (if needed) PM (if needed) PM (if needed) Master data Management is represented as an Enterprise Service in Remedy, the model is Expandable for more domains Quality Center domain professionals represents their respective domains as Level two support groups in Remedy

14 FMD 14

15 Facilities Master Data Project vision: provide a single source of accurate, highquality facility information to the enterprise Shift from 50,000 manually managed addresses Actually about 2500 unique facilities (20x) MD change requests management Capture Unvalidated MD Instantiate & Provide Consumable MD Consume Facilities Data Explorer Incident Management Validate Monitor Incident Management 15 Quality Center

16 FMD Non Data Issues Consumers Alignment Issues FDE Remedy Queue Issues handled by global facilities team, outside of Master Data Team Consumers Designated Queues Submission and follow up By MDQC team SDQ Issues MDM-MD-Facilities Master Data MDQC managed and resolved Consumers Requests MD-Facilities Master Data Help desk managed MDQC resolved

17 FMD Non Data Issues Consumers Alignment Issues FDE Remedy Queue Issues handled by global facilities team, outside of Master Data Team Consumers Designated Queues Submission and follow up By MDQC team SDQ Issues MDM-MD-Facilities Master Data MDQC managed and resolved Consumers Requests MD-Facilities Master Data Help desk managed MDQC resolved

18 FMD Non Data Issues Consumers Alignment Issues FDE Remedy Queue Issues handled by global facilities team, outside of Master Data Team Consumers Designated Queues Submission and follow up By MDQC team SDQ Issues MDM-MD-Facilities Master Data MDQC managed and resolved Consumers Requests MD-Facilities Master Data Help desk managed MDQC resolved

19 Consumers Alignment Issues NAM NAM FMD consumers data misalignment issues will be submitted mainly by the MDQC team, directly to the consumers designated queues in Remedy Consuming System SAP Finance Quest Geosites SWPS Lawson Remedy Queue SAP-NAM-Finance-L2 Quest-L3 Geosites-L2 E2E-EAR-AA-8-SWPS GSC-Finance-AC/GL-L2 19

20 FMD Non Data Issues Consumers Alignment Issues FDE Remedy Queue Issues handled by global facilities team, outside of Master Data Team Consumers Designated Queues Submission and follow up By MDQC team SDQ Issues MDM-MD-Facilities Master Data MDQC managed and resolved Consumers Requests MD-Facilities Master Data Help desk managed MDQC resolved

21 FMD Non Data Issues Consumers Alignment Issues FDE Remedy Queue Issues handled by global facilities team, outside of Master Data Team Consumers Designated Queues Submission and follow up By MDQC team SDQ Issues MDM-MD-Facilities Master Data MDQC managed and resolved Consumers Requests MD-Facilities Master Data Help desk managed MDQC resolved

22 Facilities MD-Consumers Tickets Sources Facilities master data receives an average of 50 MD change requests every month QUEST Global Traceability RCTS SAP Finance Lawson Finance Facilities Master Data Siebel Network Servers GeoSites SWPS Video Conference LDAP ejourney CI Tracker SAP HR Load Chart Remedy Corporate Badge 22

23 Legacy FMD Change Requests Work Flow Problem Owners PM Analyst Global Facilities Team 23

24 ASK MDM Work Flow Incident Originator 1 Report a Master data issue: Submit ticket to ASK MDM 5 Inform about the resolution Data Owners Help Desk 3 Request data changes Data Steward 2 verification request 4 Inform about the resolution No Decision tree 2 3 Request data changes (More analysis Required) MDQC L2

25 As Documented In Provision 25

26 RACI Matrix Stakeholder /Tasks Submit MD change request Receive & Log incident Request data change verification Data Change verification Request data change Perform data change Inform about resolution IT Help Desk I R/A R I R I R MDQC Analyst/ data steward I R Data Owners/ Custodians I R/A Data Consumers R I I 26

27 Data Owners Requirement: Data Owners (custodians) will Keep an updated repository of the designated contacts, respond to verification requests from service desk within the agreed time frame as per the Data Management Standard 27

28 Training / Incident Originator All FMD consumers Data Owners (Global Facilities team) New process communication Service level agreement from their side Help Desk MDM Training Specific FMD Training Data Steward Usually part of MDQC or Data Owners Quality Center team 28 MDQC L2

29 Summary Project Benefits - Values KPIs Response time Workload Scalability Root cause analysis Identify and plan to eliminate 400 duplicate GeoSites Improve GeoSite alignment from 74% to 92% Reachability 29 World Wide 24/7 Days % April August Avg resolution time Average Pending Time Master data QC work load Tools

30 30 Q/A