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Dell Data Warehouse
Introduction & Overview
CONTENTS
• What is Dell DW?
• Different types of Transaction Systems.
• DDW environment.
• Different order data.
• Life cycle of interpretation and hierarchies of data in Dell.
• Service Call logs and Service Incident processes.
• A Data Warehouse is a database or a group of databases
• The Purpose of the Data Warehouse is:– To store global information– To integrate information from multiple sources– To isolate data access from affecting source
systems– To assure standardization of calculations and
business rules– To validate data and ensure accuracy
What is a Data Warehouse ?
Transaction Systems
The Data Warehouse loads files from the following Global transaction systems. – Order Systems
• DOMS (Dell Order Management System)• SCALA
• GO! (http://inside.euro.dell.com/emea/it/go/ )• SMARTS
– Non Order Systems (Service Systems)• DPS (Dell Product Support)• LUCENT
– Manufacturing Systems• EMPACT• GLOVIA• WTCS• Agile
How does data get from the transaction system to the warehouse?
DOMSGO!
SCALASMART
EMPACTGLOVIAWTCS
DPSCAPS
Base Tables
OrderData
(Finance)
Non Order Data
(Service)
Data loaded into Data Warehouse
Base Tables
Data is rolled up and fed to the
Data Marts
Users access Data Warehouse information from the Data Marts.
Dell DDW Environment
Middleware
Visibility on how people are
using information
D3 Application – empowers
anyone to ask Q’s and get
answers
Dell on Dell: Horsepower to
restate and shorten data
delivery time – real time data
feasible
Worldwide Orders Data
Worldwide Service Data
US and Europe Call logsClick Stream
CustomerProduct
Dell Data Warehouse
Detail and SummaryTABLES
Integrated Global Views
Dell Servers Supporting44-Node ; 20 Terabytes
Single Management View
Dell 8450 Servers
Enterprise Data Warehouse
Enterprise Data Model
EMEA
Americas
Dell Servers
Data CollectorsData Collectors
SCALAOMEGAGO!CEDPSMeridian
AP/JapanDOMS (AP/J)JDPSCHESSSMART
DOMS WTCS (US)Geotel / LucentDell Online (US)DPSClickstream (US)
Global data model shortens delivery timeslarge volumes
of detail information
available
Less time to get information published
What’s in the Dell DW ?
The Dell Data Warehouse(DDW) is a global information management system that stores data pulled directly from Dell's Regional Order Management and Service Systems.
Order Data is available for the US, Latin America, Canada, Europe, Asia Pacific and Japan. It’s updated daily with the previous day’s activity.
The DW provides information for all order statuses and order types to the item(sku) level.
Order Status indicates the position of the order in the order lifecycle.
Order Type indicates how revenue and cost associated with the order will be treated for accounting purposes.
Dell DW Data
Order Data includes:
• Invoice Data– Customer data including shipping and billing– All elements or Items(skus) that make up the order– All costs relating to those elements or Items– Margin analysis
• Sales Data– Sales person who took the order– Total cost of order– How much Dell made from the sale
Order Data includes (contd):• Marketing Data
– Customer name – Classification of the customer – Product
• Finance Data– Global Profit and Loss metrics– Service and Warranty Costs– Revenue
Dell DDW Data
Every order at Dell goes through the following stages shown below:
• Order Status tells where the order is within the production lifecycle• Every Order has a Lifecycle Category (Demand, Backlog, and Shipped)
Quote
OrderHold HL or Pend. Prod. PP
In Prod
IP
Ship Complete
SC
Manifest
MN
Invoiced
IN
Paid
PD
COGSRecognition
RevenueRecognition
Data Interpretation – Lifecycle of an Order
Backlog
Gross ShippedGross Demand
As we mentioned previously, data is added to the Transactional information to further enhance business value. Here are some examples:
• Hierarchies:– Order Status – production lifecycle– Order Type – indicates how revenue & cost treated for
accounting purposes– Business Unit – provides Regional and sub-regional rollup– Global Channel – provides Global channel roll-up– Regional Channel – provides channel hierarchy per
Region
– Product – includes Group to chassis roll-up
Data Interpretation - Hierarchies
Using the Order data requires an understanding of Order date, Inv date, and Current Status date. The fiscal time period which these fall into requires an understanding of Dell’s fiscal calendar.
• Order date: the date on which the transaction was initiated (quote processed to order)
• Inv date: the date on which the invoicing job that included the order was started
• Current Status Date: the date on which the last time any fields related to the order where changed.
Relevant Time Periods
• An order & related fiscal week :– An order is entered in DOMS and is assigned a fiscal
week based on the day it was entered
– When the order is invoiced (or cancelled), it is assigned a different fiscal week based on invoice date
Data Interpretation – Fiscal Week
Service Data includes:
• Service Tags and Contracts– All systems sold by Dell (from 1992)– The associated service contracts (warranties)
• Customer Call Records– Tech Support Calls, as logged by phone reps (from 1998)– Customer Care Calls, as logged by phone reps (from 1998)
• Service Incidents (Hard Calls)– All DPS incidents created in DPS (from 1992)– Part Order data resulting from service incidents– Part Return data resulting from service incidents
Dell DDW Data
Every System sold by Dell has a Service Tag identifier. This unique ID is used for tracking Warranty and Service contract information.
– The Service Tag Id (Svc Tag Id) is assigned to each Dell system when it is manufactured
– The Svc Tag Id is the unique identifier for a system– It is usually five or seven alphanumeric digits– It is printed on a sticker on the back of the unit– Svc Tag Id is used for tracking contracts and service
Data Interpretation – Service Tag
Every System sold at Dell is sold with some type of Service Contract or Warranty.
• Initial Contract– Purchased with the machine at the time of the order – Sold with every machine– Designated in contract header file with an “I”
• Extended Contract– Available for purchase at time of order or later– Designated in contract header file with an “E”
• Contracts can be:– Parts Only – covers only replacement parts– Parts and Labor – covers both parts and the cost of sending
a technician on-site to make repairs
Data Interpretation – Service Contracts and Warranties
There are two ways service calls are logged and tracked:
DPS Call Log • Logs and tracks customer calls• Older system• A single record per call with limited categorization
DellServ system• Web front end to DPS• Allows call profiling i.e. component, cause, reason • Can use case functionality to link multiple calls on
same issue• Case/journal used for most calls• In some cases reps can create “Quick Call”/Call
Log as above, used only for wrong number / wrong queue calls
Data Interpretation – Service Call Log
• Technicians attempt to diagnose and resolve customer issues entirely over the phone. If they’re successful, we call this a Soft Call.
• If this is not possible, a Service Incident is generated and the Call now becomes a Hard Call.
• Each Service Incident is assigned a unique “Svc Request Id (“DPS number)”
• Reasons for Service Incidents include:– System must be Returned– System or Part must be Exchanged– Part and/or Service must be Dispatched to customer site
• Depending on the level of action needed, data will appear for the parts ordered, parts returned, and the service technician sent on-site
• Service Incident Process is also shown on the chart on the next page.
Data Interpretation – Service Incident Process
Customer CallsTech enterscall in DPS or DellServ
Dispatch Tech?
Create Call Data
Create DPS
Incident
DispatchPart?
DPS/DOMS Order Part
DDW
Customer calls tech and part dispatched data flows in to the DDW
The following demonstrates the process flow related to a Customer Service call.
Data Interpretation – Service Incident Process
Depending on what type of data you are interested in, you will need to know the relevant time period to specify with the request.
Using Service data requires an understanding of the Original Order date, Original invoice date, Svc Request Create date, Svc Request Status date, Svc Request Approved date, and Svc Request Status End date.
• Original Order date: the date on which the transaction was initiated (quote processed to order)
• Original Invoice date: the date on which the invoicing job that included the order was started.
• Svc Request Create Date: the date on which the service request was initiated.
• Svc Request Status Date: the date of last time the status of the service request was changed.
• Svc Request Approved Date: the date on which the service request was approved or dispatched, often the same as Svc Request Create Date.
Data Interpretation – Service Relevant Time Periods
References
• http://inside.us.dell.com/finance/fg/InformationSolutions/index.asp• http://inside.euro.dell.com/emea/it/go/• http://inside.us.dell.com/finance/fg/corpreporting/?URL=/finance/fg/c
orpreporting/pub/calendars/toc.stm• http://inside.us.dell.com/finance/fg/InformationSolutions/library/• http://inside.us.dell.com/finance/fg/informationsolutions/
