ASK MDM - Master Data Help Desk
1 11/5/2013
Noha Radwan Information and Data Quality Conference (IDQ) November 4-7, 2013 Little Rock, AR
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.
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Agenda
• Schlumberger Master Data Management (MDM) • MDM quality center • ASK MDM
• Project Drivers and challenges • Stakeholders • Approach/Tools • FMD Incidents Resolution Model • Training/ Communication • Project Benefits
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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.
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Wells / Fields
Schlumberger Master Data Roadmap 2012 2013 2014 2015 2016
Geographical Reference Data
SL Organization
SLB Facilities
SLB Legal Entities
Internal Parts
External Parts
Equipment, Materials & Supplies
Chart of Accounts
Suppliers
Spend Taxonomy
Units of Measure
Rigs
Customers
Global Accounting Reference
Products & Services
HR Org Unit
SLB Person
Marketing & Sales
IT
Finance
SL
Legal
Supply Chain
EMS
HR HR Job
Applications
Locations
EMS Org
Business Role
MD Design
Compliance Content
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Master Data Quality Center
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Correct, Enrich, Measure
Execution & Monitoring
Manage & Maintain Data Quality
Entry Validation Correction Enrichment
Reporting
Source Reports
Alignment Reports
Project Support
Analysis
Data Profiling
Data Cleansing
Implementation
Mapping Consumer Systems
Data Quality
Reporting
ASK MDM- Project Drivers
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• FMD multi-consumer backlog of errors • Average 3/4 emails 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 • Pressing need to get to a “Zero Defect”
master data.
What Is Master Data ASK MDM – Drivers and
Challenges ASK MDM- Stakeholders ASK MDM- Approach/Tools
ASK MDM- FMD Incidents Resolution
Model ASK MDM- Training/
Communication ASK MDM- Benefits
PM Analyst
Global Facilities Team
Problem Owners
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, • Incidents Resolution model & processes, • Staffing, training, and Communication plans.
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
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
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
ASK MDM - Challenges
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
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
ASK MDM Stakeholders
Master Data
Change Request
Master data Quality Center
Data Consumers
Help Desk
Data Owners/
Custodians
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Specialized per domain (MDQC) Business/Data Quality analyst(s)
Data Source(s) Business Segment/
Function
Data Consumers Multiple functions/
segments
24/ 7 incident management professionals
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Data Owners/
Custodians Data
Consumers
Master data Quality Center
Help Desk
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ASK MDM Approach/ Tools
• Enterprise used Remedy Software • Schlumberger 24/7 IT Help Desk
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
• 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
ASK MDM in Remedy Support Product Categorization
Tier1: Enterprise Services
Tier 2: Master Data Management
MD-Facilities Master Data
Quality Center analyst(s)
PM (if needed)
MD-Geographical Reference Data
Quality Center analyst(s)
PM (if needed)
MD-Global Accounting Reference
Quality Center analyst(s)
PM (if needed)
MD-Legal Entity
Quality Center analyst(s)
PM (if needed)
MD-SL Org
Quality Center analyst(s)
PM (if needed)
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
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FMD Incidents Resolution Model
Facilities Master Data
• Project vision: provide a single source of accurate, high-quality facility information to the enterprise
• Shift from 50,000 manually managed addresses • Actually about 2500 unique facilities (20x) • MD change requests management
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Consume
Consumable MD
Monitor
Quality Center
Unvalidated MD
Validate Incident Management
Incident Management
Instantiate & Provide
Capture
Facilities Data Explorer
FMD Incidents Resolution Model
• FDE Remedy Queue • Issues handled by global facilities team, outside of Master
Data Team Non Data Issues
• Consumers Designated Queues • Submission and follow up By MDQC team
Consumers Alignment Issues
• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues
• ASK MDM-MD-Facilities Master Data • Help desk managed
• MDQC resolved
Consumers Requests
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
FMD Incidents Resolution Model
• FDE Remedy Queue • Issues handled by global facilities team, outside of Master
Data Team Non Data Issues
• Consumers Designated Queues • Submission and follow up By MDQC team
Consumers Alignment Issues
• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues
• ASK MDM-MD-Facilities Master Data • Help desk managed
• MDQC resolved
Consumers Requests
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
FMD Incidents Resolution Model
• FDE Remedy Queue • Issues handled by global facilities team, outside of Master
Data Team Non Data Issues
• Consumers Designated Queues • Submission and follow up By MDQC team
Consumers Alignment Issues
• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues
• ASK MDM-MD-Facilities Master Data • Help desk managed
• MDQC resolved
Consumers Requests
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
19
95.92
NAM
Consumers Alignment Issues
95.92
NAM
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
FMD consumers’ data misalignment issues will be submitted mainly by the MDQC team, directly to the consumers designated queues in Remedy
Consuming System Remedy Queue
SAP Finance SAP-NAM-Finance-L2
Quest Quest-L3
Geosites Geosites-L2
SWPS E2E-EAR-AA-8-SWPS
Lawson GSC-Finance-AC/GL-L2
FMD Incidents Resolution Model
• FDE Remedy Queue • Issues handled by global facilities team, outside of Master
Data Team Non Data Issues
• Consumers Designated Queues • Submission and follow up By MDQC team
Consumers Alignment Issues
• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues
• ASK MDM-MD-Facilities Master Data • Help desk managed
• MDQC resolved
Consumers Requests
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
FMD Incidents Resolution Model
• FDE Remedy Queue • Issues handled by global facilities team, outside of Master
Data Team Non Data Issues
• Consumers Designated Queues • Submission and follow up By MDQC team
Consumers Alignment Issues
• MDM-MD-Facilities Master Data • MDQC managed and resolved SDQ Issues
• ASK MDM-MD-Facilities Master Data • Help desk managed
• MDQC resolved
Consumers Requests
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Facilities MD-Consumers Tickets Sources
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Lawson Finance
SAP Finance RCTS
Global Traceability
SAP HR eJourney
Siebel
Remedy
Load Chart
Facilities Master Data
SWPS GeoSites
QUEST
Corporate Badge
Network Servers
Video Conference
LDAP
CI Tracker
Facilities master data receives an average of 50 MD change requests every month
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Legacy FMD Change Requests Work Flow
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PM Analyst
Global Facilities Team
Problem Owners
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
ASK MDM Work Flow
Help Desk Data Steward
1
Request data changes 3
Inform about the resolution
Inform about the resolution
2
MDQC L2
3
Report a Master data issue: Submit ticket to ASK MDM
Request data changes
Incident Originator
4
5
2
No Decision tree
(More analysis Required)
verification request
Data Owners
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
As Documented In Provision
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
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
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Data Owners’ Requirement:
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• 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
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
Training / Communication
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Help Desk Data Steward
MDQC L2
Incident Originator
Data Owners (Global Facilities team)
MDM Training Specific FMD Training
New process communication Service level agreement from their side
Quality Center team
Usually part of MDQC or Data Owners
All FMD consumers
What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM-
Approach/Tools ASK MDM- FMD
Incidents Resolution Model
ASK MDM- Training/ Communication ASK MDM- Benefits
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 • World Wide 24/7
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What Is Master Data ASK MDM – Drivers and Challenges ASK MDM- Stakeholders ASK MDM- Tools
ASK MDM- FMD Incidents Resolution
Model ASK MDM- Training/
Communication ASK MDM- Benefits
0
50
100
150
0
5
10
15
April August
Days %
Avg resolution time
Average PendingTimeMaster data QC workload
Q/A
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