Multidomain MDM. Gartner MDM Summit Jean-Michel Collomb Enterprise Architect MDM Program Manager Amadeus IT Group SA

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1 Multidomain MDM Gartner MDM Summit 2014 Jean-Michel Collomb Enterprise Architect MDM Program Manager

2 Index _ Amadeus presentation _ MDM Program Overview _ Workforce MDM _ Product MDM _ Reference Data Management _ Conclusion and advices Page 2

3 Amadeus 2013 Amadeus IT Group SA

4 2014 Amadeus IT Group SA We have a clear purpose Our solutions facilitate journeys and enrich the travel experience for hundreds of millions of people every year. We are working together with our customers and partners to shape the future of travel Page 4

We are present in 195 countries with a worldwide team of more than 11,000 people.

5 2014 Amadeus IT Group SA Amadeus in a few words Amadeus is a technology company dedicated to the global travel industry. We are present in 195 countries with a worldwide team of more than 11,000 people. Our solutions help improve the business performance of travel agencies, corporations, airlines, airports, hotels, railways and more. Page 5

6 2014 Amadeus 2013 Amadeus IT Group IT SA Group SA A history of shaping the future of travel Page 6

7 2014 Amadeus IT Group SA Connecting the travel industry Page 7

8 2014 Amadeus IT Group SA We support the traveller life cycle Post-trip Inspire On trip Shop Pre-trip Book Page 8

9 MDM Program Overview 2013 Amadeus IT Group SA

10 MDM Program Scope Complexity Product Product Project Service Application Customer Account Contact Groups Contract Workforce Employee Organization Location Vendor Vendor Supplier Partners Reference Geography: Countries, Cities, Commercial structure Airports, Airlines,.. Priority Page 10

11 MDM Program Roadmap Workforce domain Product domain Workforce Data Basic Employee data Contributors Comp. & ben. MDM for Product & Service Data Product Project - Service - Customer domain Reference data MDM for Reference Data MDM for Customer Data Page 11

12 MDM Program Architecture Overview MDM Core Page 12

13 MDM Program Data Governance process Page 13

14 Workforce MDM 2013 Amadeus IT Group SA

Workforce MDM Problem statement Problem statement: Workforce data cannot be used globally for analysis and decision making because of poor quality.

15 Workforce MDM Problem statement Problem statement: Workforce data cannot be used globally for analysis and decision making because of poor quality. Main quality issues with Workforce Data: Heterogeneous data: ACOs/Sites/Regions are using different definitions, different values for the same data. Example: Employee Group/SubGroup used to categorize employee activity/inactivity Incomplete data: ACOs/Sites/Regions are not always filling and maintaining all workforce data Example: Birth date, gender, nationality is missing Inconsistent data: ACOs/Sites/Regions do not always follow the same rules for data maintenance Example: Retired employee still seen as active Top down approach for a global MDM and Data Governance process : Define the Workforce data globally at company level Improve and Measure the quality of the data Page 15

Contribute Review _ The Data Dictionary is

16 Workforce MDM Data Governance Business Stakeholders Review Approve Data Experts Contribute Review _ The Data Dictionary is the result of the Data Governance process, it contains the definition of all Workforce related data approved by all stakeholders. Contribute Publish MDM Core Team _ It also include data quality rules and metrics. Page 16

Workforce MDM Data Maintenance Amadeus data Data Quality dashboard Data quality analysis _ The Data Quality Dashboard reflects the level of compliance of data against the quality

Fix data quality non compliances Data stewards DIS Dispatch and monitor data stewardship activities Data Managers Analyze data quality metrics & KPIs Define priorities Amadeus

17 Workforce MDM Data Maintenance Amadeus data Data Quality dashboard Data quality analysis _ The Data Quality Dashboard reflects the level of compliance of data against the quality rules defined by the Data Governance. Fix data quality non compliances Data stewards DIS Dispatch and monitor data stewardship activities Data Managers Analyze data quality metrics & KPIs Define priorities Amadeus Businesses The Data Manager is driving the data stewardship (maintenance) activities. The Data Stewards (Businesses, R&D, ) are either correcting the data to comply with the data Dictionary, or providing the necessary information to align the data with the data Dictionary Amadeus Businesses support MDM Core team support Page 17

18 Workforce MDM Data Quality Monitoring Page 18

19 Workforce MDM Employee view with Data Quality status Page 19

20 Workforce MDM Employee details with Data Quality non-compliance Page 20

21 Product MDM 2013 Amadeus IT Group SA

22 Product MDM Multiple facets of Product Data in Amadeus Branding View Marketing/Sales View Operations View Product Management View Common Product View Development/PMO View Page 22

Product MDM Key Objectives Setup a Data Governance process to build a common understanding of the multiple facets of Products and enforce the changes in business processes and solutions to align with

23 Product MDM Key Objectives Setup a Data Governance process to build a common understanding of the multiple facets of Products and enforce the changes in business processes and solutions to align with it. Deploy a solution that can rapidly improve the quality of Product data, guaranteeing its integrity over time and organizational changes, and provide a unique referential for all businesses. Make the Product data available to enable the full Amadeus Organisation to base their decisions regarding Product on reliable facts. Page 23

Product MDM Approach _ Leverage Existing Initiatives: Finance Product Profitability New CRM Marketing Product Essentials Investigation phase Validate approach Bottom up,

24 Product MDM Approach _ Leverage Existing Initiatives: Finance Product Profitability New CRM Marketing Product Essentials Investigation phase Validate approach Bottom up, Iterative, non disruptive implementation Iteration 1: Product Cycle Solutions Iteration 2: CRM Sales, Ordering/Billing Iteration 3: Help Desk, Training, Operations Page 24

25 Reference Data Management 2013 Amadeus IT Group SA

26 Reference Data Management _ Geographic Referential Countries / Regions (ISO) Amadeus Legal Entities Airports, Locations (IATA, ICAO, ) _ Commercial Structure Market hierarchies Distribution Channels _ Currencies, Unit measures... Page 26

27 Conclusion 2013 Amadeus IT Group SA

28 Conclusion and advices 1. High level (exec) sponsorship is mandatory for the success of any MDM Project Do not under estimate resistance to change 2. Start small and achieve significant business value, get buy-in and expend MDM usage. Start with a business case that is visible and achievable in a reasonable timeframe and budget Mitigate risks of disruption on existing products / processes 3. Bottom up initiatives (Proto, PoC), focusing on small use case, can contribute on Data Quality and MDM awareness. Help stakeholder understand how their DQ problems can be solved by MDM, get their buy in. Switch to a Top down approach when awareness is there. 4. Manage expectations carefully Data Quality of often the root cause of wider problems MDM is often just an enabler for other projects that bring the real value to the Business stakeholders Page 28

29 Thank you You can follow us on: AmadeusITGroup amadeus.com/blog amadeus.com

Global Report 2015 A business, financial and sustainability overview

Global Report 2015 A business, financial and sustainability overview 8 1.1 Who we are 1.2 What we have accomplished 1.3 Where we are going next 9 Over 70 commercial organisations Workforce of over 14,200