customer centricity - process monitoring
TRANSCRIPT
OPEX 2017, Wiesbaden
CUSTOMER CENTRICITY - WIE SCHAFFEN WIR
SICHERHEIT IN EINER DIGITALEN
PLATTFORMWELT
GUNNAR OBST
19-01-2017
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• over 1600 employees; more than 100 dev teams
• headquarter in Berlin; tech hubs in Dublin and Helsinki
• mobile first – more than 65% of visits
• assortment – inhouse content creation
• logistics – 290 000 m² warehouse floor; 11 logistics partners
• payment processing – 20 payment methods
• 19 million active customers in 15 countries in Europe
• 200 000 articles of over 1500 brands
• revenue 2015: ~ 3 billion €
WHO WE ARE – ZALANDO
FASHION TECHNOLOGYOPERATIONS
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BUSINESS TRANSFORMATION
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WE CONNECT TWO PLAYER
FROM RETAIL
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WE CONNECT FASHION AND PEOPLE
TO PLATFORM
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Please write the title in all capital lettersNEW WAYS OF WORKING
WITHIN TECHNOLOGY
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Please write the title in all capital lettersLATEST TECHNOLOGIES &
METHODOLOGIES
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NEW PRODUCTS & SERVICES
http://www.collabary.com/ https://mediasolutions.zalando.com/
https://www.zalon.de/https://movmnt.de/
https://www.zipcart.de/
https://www.fleek.de/
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BUSINESS PROCESS MONITORING
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WHAT IS BUSINESS PROCESS MONITORING?
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PAYMENT
LOGISTICS
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CHALLENGES
CULTURE
• independent teams; focus on disruptive innovation
• distributed responsibility• continuous change
TECHNOLOGY
• no central workflow engine• autonomous microservices• dynamic scaling
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APPLICATIONS
MONITORING REPORTING ANALYSIS
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SECONDS HOURSMINUTES
FIXED FLEXIBLE, AD-HOCWIDGETS, DRILLDOWN
DATA LATENCY
STANDARDIZATION
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• ad-hoc and flexible analysis
• uncover root causes ex-post
• basis for continuous improvement
• custom reporting templates
• automatic measurement and presentation of KPIs
• trends and forecasts
• monitoring of running cases
• throughput at a glance
• autonomous, 24 × 7 surveillance, automatic alerting
APPLICATIONS
MONITORING REPORTING ANALYSIS
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ARCHITECTURE – THEN
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SHOP
PAY- MENT
LOGIS-TICS
EVENTDATABASE
MONITORING REPORTING
BUSINESS EVENTSimplementation of a central storage for all business relevant IT transactions
BUSINESS PROCESSES correlation of events to business processes
PERFORMANCE INDICATORS continuous ETL processing to aggregate event information and computation of metrics
DATA WAREHOUSE
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ARCHITECTURE – NOW
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MONITORING REPORTING ANALYSIS
DATA LAKE
EVENT BUS
SHORT TERMSTORAGE
VERY FAST
INFINITE STORAGE
SLOW
SVC SVC SVC SVC SVC
SVC SVC SVC SVC
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CONCLUSION
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- SCALABLE SOLUTION
- EVOLVE SYSTEM
- PROCESS MINING
- SELF-LEARNING SYSTEM
- ENABLE, ENABLE, ENABLE...
OUTLOOK PROCESS MONITORING
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- CHANGE TAKES TIME
- REACT AGILE
- ENABLE PEOPLE
... HARD WORK
LESSONS LEARNED TRANSFORMATION
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CONTACT
GUNNAR OBSTDelivery Lead Platform ExcellenceIT Audit - Business Excellence - Platform Reliability
ZALANDO SEhttp://corporate.zalando.de ZALANDO TECHNOLOGYhttp://tech.zalando.com