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© 2008 IBM Corporation

Master Data ManagementAn Introduction

Igor G Gonchar, Executive IT Architect

InfoSphere Acceleration TeamIBM Software Group WW Sales

Office: +1-215-396-2893Mobile phone: +1-215-681-6053

e-mail: [email protected]

IBM Multiform Master Data ManagementThe Application Process and Function Problem

SymptomData is inaccurate, incomplete and conflicts with other systems

Root CauseCommon data and data function is siloed

Data and data functionality common to applications: Customer, Account, Product

CRM Billing ERP

Data and Functionality unique to each application

Application-uniqueFunctionality & Data

CommonFunctionality & Data





IBM Multiform Master Data ManagementThe Application Process and Function Problem

CRM Billing ERP eBusiness Application

Common Data = Master DataCommon Functionality & Data Master File








IBM Master Data Management

Industry Models & Assets

Collaborate Operationalize Analyze

Party (Customer, citizen, prospect, organization, supplier, distributor, etc.)

Product (good, service, product bundle, catalogue, product component, etc.)

Account (Agreement, financial account, reward program, etc.)

Multiform MDM is:• Multi-Style: Collaborative, Operational, Analytical• Multi-Domain: Product, Customer, Account

Multiform Value Delivered Through:• Matching Styles to Consumer Usage• Linkage of Data Domains

Multiform MDM Functionality:• Manages domains that have a significant impact on business processes• Realizes the promise of SOA• Configurable Functionality Out-of-the-Box • Manages the complete Data Lifecycle

Define, create and synchronize Master Information

Deliver Master Information as a Service for business operations

Drive real time business insight

Common Function =

MDM Style

Common Data =

Master Data

IBM Multiform Master Data ManagementThe Broad Functionality across master data domains

Focused On CriticalInformation IntensiveBusiness Problems

IBM Master Data Management Solutions

Banking Insurance Government Healthcare Retail Telco



Party (Customer, citizen, prospect, organization, supplier, distributor, etc.)

Product (good, service, product bundle, catalogue, product component, etc.)

Account (Agreement, financial account, reward program, etc.)




Common Function =

MDM Style

Common Data =

Master Data

Indu

stry

Mod

els

& A

sset

s

IBM Multiform Master Data Management

Understand Cleanse Transform Deliver

Discover, model, and govern information

structure and contentStandardize, merge,

and correct information

Combine and restructure

information for new uses

Synchronize, virtualize and move information for in-

line delivery

Unified Deployment

IBM Information Server

Unified Metadata Management

Parallel ProcessingRich Connectivity to Applications, Data, and Content

Multiform MDM

manages data domains critical to business

processes

Multiform MDM

leverages merged, cleansed

and standardized data via the Information

Server



Party, Product, Account




Indu

stry

Mod

els

& A

sset

s

Understand Cleanse Transform Deliver

Unified Deployment

IBM Information Server

Unified Metadata Management

Parallel ProcessingRich Connectivity to Applications, Data, and Content

IBM Multiform Master Data Management

Multiform MDM manages data

domains critical to business processes

Multiform MDM leverages merged,

cleansed and standardized data via the Information

Server


Banking Insurance Government Healthcare Retail TelcoFocused on critical

information intensive business problems

Indu

stry

Mod

els

& A

sset

s



Party, Product, Account

Business value of MDMMultiform MDM delivers the functionality to manage key business facts that have a significant impact on the most important business processes, allowing the organization to:

Increase Revenue and Customer Retention• Leverage cross-sell and Up-Sell opportunities• Identify the most valuable customers to provide differentiated service

Cost Reduction and Avoidance• Introduce New Products more quickly reducing time to market• Streamline and automate business processes for greater effieciency

Increase Flexibility to Support Existing and new Business Strategy• Meet the dynamic requirements of the buisness with an SOA architecture• Support New Strategic initiatives such as M&A with an integrated framework

Meet Compliance Requirments and Reduce Risk Exposure• Capture and manage net new elements such as Privacy Preferences• Proactivley uncover and action fraud risk

A Large North American Telco...

A Major US Health Plan...

Identified 2,328 Instances of SSNs associated with multiple DOBs, names and/or genders

186,725 Instances where a member number was shared by multiple individuals

Calculated Cumulative Benefits of $62.8M:

Enhanced Customer Insight incremental revenues and retention totalling over $47M

Channel, Communication and Billing savings totalling over $14M

A Major US Retailer...

Has added a true multi-channel capability increasing customer acquisition rates, conversion rates, repeat sales and basket size

Conservative estimates of total impact is a 5 year net benefit of $37M

Value Realized Through MDM DeploymentsA Leading Financial Services Company...

Integrated over 50 applications leading to:

Increased Sales Opportunity, Improvements in Customer Service, Differentiation in Client Management and reduction in IT costs

Leading to over $40M in benefit quantification

Top-5 US Credit Card Issuer...Major Pharmaceutical Company...

$8.4M+ in Annual Direct Labor Cost Savings across Operations, Sales, Finance and Distribution

$1.7M in Other IT Related Cost Savings Annually

Expects $7.34M in recovered Revenues

Calculated 473% ROI based on Computing and Operations Efficenciencies

Yielded payback in under 12 Months

A Leading Electronics Manufacturer...

Has reduced time for creating and maintaining Product Information by 10% and reduced errors by 5%, resulting in savings of £5M per annum

Increased speed to market resulting in a 3.5% increase in Revenue

Major Technology Manufacturer...

Funded an independent study confirming expected revenue growth of $40M due to:

Identification of net new opportunities, improved win rates

Ability to develop strategic pricing activties and increase customer focus

Value Realized Through MDM Deployments (cont’d)

Evolution of MDM Applications

MD

M F

unct

iona

l Mat

urity

Evolution of Complete Multiform MDM Offering

Multiform MDM II

Multiform MDM I

Uniform MDM Suite

Uniform MDM

Index Multi-Domain

Index Single Domain

1 Style1 Domain

Fully integrated multi-domain, multi-stylePlatform for

single style that supports multiple domains

+1 Uniform Solns

Reference1+ Domain

Reference1 Domain

Reference Single

Domain

Reference Multi-

Domain

Data-Centric Approach

Function-Centric Approach

MDM Application

MDM Tool

Evo

lutio

n C

hasm

Evo

lutio

n C

hasm

Evolution of MDM Applications

MD

M F

unct

iona

l Mat

urity

Evolution of Complete Multiform MDM Offering

Data-Centric Approach

Function-Centric Approach

MDM Application

MDM ToolE

volu

tion

Cha

sm

Multiform MDM

Uniform MDM

Reference MDM

Index MDM

Multi Domain Index

Multi Domain Reference

Multi Domain Uniform

Integrated Platform

Single Domain IndexSingle Domain

Reference Single Domain Uniform Multiple Separate Platforms

Analyst ValidationGartner Magic Quadrant For PIM 2005

Source: Gartner, Inc. “Magic Quadrant for Customer Data Integration Hubs, 2Q06” by John Radcliffe. May 26, 2006. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from IBM.

The Magic Quadrant is copyrighted May 2006 by Gartner, Inc, and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product, or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Source: “Magic Quadrant for Product Information Management, 2005” Gartner ID: G00139227, Andrew White, Published on 16 May 2006Source:”Magic Quadrant fo rData Integration Tools, 2006 Gartner ID: G00141484

Forrester Wave for CDIGartner Magic Quadrant For Data Integration Tools 2006

Gartner Magic Quadrant for CDI Hubs 2006


Forrester - Global Adoption of MDM by Region

http://www.carlson.com/index.cfm

http://www.kraft.com/index.html

Forrester: A new view on the players converging on master data management solutions

Infr

astr

uctu

re p

laye

rs

End-

user

foc

used

sol

utio

ns

Intelligent consumption

Transactional maintenanceEnterprise AppsData management

BI/action frameworks

* Oracle* SAP

* Oracle – Siebel

* IBM* Siperian

* Initiate

Trusted data sources

* Purisma

* D&B

* VisionWare

* Acxiom

* SAS (DataFlux)

* Sun (See Beyond)

Master datahub

* Cordys

* InfoUSA

* GoldenSource

* Hyperion* Business Objects

* Cognos

* i2

* Lexis-Nexis

* Tibco

* Amdocs

* Kalido

* Trillium* Group 1

* GXS* FullTilt

What We Provide for Our CustomersInitial MDM Deployment Business ValueBusiness Driver Customer

SuccessUsage Domain

Customer care Operational CustomerParty

Account/policyProduct

Streamline new business process to increase revenue and retention

New product introduction

Collaborative ProductItem

SupplierVendor Customer

Enhanced new product introduction and item maintenance process to increase revenue

New product introduction

Customer Care

Enhanced new product introduction and supplier managementIntegrated Content MgmtCollaborative

OperationalProductSupplier

Customer care LocationProduct

Enhanced customer service across all channels, integration of customer profile within account opening process

OperationalCustomerAccount

Customer Care HierarchyLocation

Enhanced sales and executive planning via complete relationship understanding of customers and suppliers

CollaborativeOperational

CustomerSupplier

Threat and Fraud

Analytical Traveler LocationCrew Member

Significant improvement in accuracy of matching names resulting in improved security

Business Value, defined by Analysts

“<MDM’s> alignment of technology, process, and governance allows information and knowledge management professionals to get to that elusive goal of creating a trusted version of critical enterprise data.” – Forrester, Demand for Master Data Management Software is Timid but Growing Steadily Through 2010, March 2007

83% of organizations suffer from poor Master Data – TDWI, November 2006

Master Data...problems have contributed to poor customer service and inefficient marketing – TDWI, November 2006

“Without a single view of ... customers, organizations are in the dark and cannot effectively retain customers, cross-sell to them, deliver the right customer experience to them or manage the risk associated with them.” – Gartner, Market Share and Forecast: CDI Hub Software, December 2006

Master Data Management “is yeilding a 25 percent improvement in top and bottom line benefits for the enterprises.” – Yankee Group , 2005

http://images.google.ca/imgres?imgurl=http://www.ncipher.com/images/forrester_logo.gif&imgrefurl=http://www.ncipher.com/seminars/&h=70&w=175&sz=8&hl=en&start=8&um=1&tbnid=VXr_qCKtZ5Xs6M:&tbnh=40&tbnw=100&prev=/images%3Fq%3DForrester%2Blogo%26svnum%3D10%26um%3D1%26hl%3Den

http://images.google.ca/imgres?imgurl=http://www.gxs.com/au/images/logos/logo_yankeeGroup02.gif&imgrefurl=http://www.gxs.com/au/gxs/leadership.htm&h=102&w=140&sz=2&hl=en&start=14&tbnid=0t6ZeDH9t0DOGM:&tbnh=68&tbnw=93&prev=/images%3Fq%3Dyankee%2Bgroup%2Blogo%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG

http://images.google.ca/imgres?imgurl=https://center.uoregon.edu/conferences/TDWI/SeminarSeries2007/registration/images/tdwi_logo.gif&imgrefurl=https://center.uoregon.edu/conferences/TDWI/SeminarSeries2007/registration/reg_member.php%3Ftrack%3DTDWI07DEN&h=103&w=188&sz=2&hl=en&start=14&um=1&tbnid=cJCeddf1RKx-vM:&tbnh=56&tbnw=102&prev=/images%3Fq%3DTDWI%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DN

http://images.google.ca/imgres?imgurl=http://www.multiplemonitors.org/Logos/Gartner%2520Logo.jpg&imgrefurl=http://www.multiplemonitors.org/Pages%2520-%2520about%2520MMI/MMI%2520-%2520market%2520data.html&h=43&w=164&sz=4&hl=en&start=3&um=1&tbnid=KQC3guncLk9aEM:&tbnh=26&tbnw=98&prev=/images%3Fq%3DGartner%2Blogo%26svnum%3D10%26um%3D1%26hl%3Den

Business Value, defined by Customers

“Time-to-market has been significantly improved, and the amount of time required for creating and maintaining product information has been reduced by 50 percent.” – Case Study: Panasonic Searches the Master Data for the Single Version of the Truth, May 2006

“Panasonic Europe expects to save a million euros a year as a result <of IBM’s MDM>. The group also projects a 3.5 percent increase in sales, thanks to that faster time-to-market.” – Case Study: Panasonic Searches the Master Data for the Single Version of the Truth, May 2006

“We’re also able to ensure the security and privacy of client information. Our service oriented architecture has enabled us to migrate to a layered architecture, for flexibility, ease of maintenance and reduced development time. This helps us continue to derive benefits well into the future.”– Case Study: The Cooperators Group share revenue, savings with IBM’s WebSphere Customer Center, May 2007

“We expect to remove one week of processing time for adding a new item because we are moving from a linear process....to a process in which information flows to multiple groups at one time.”– Case Study: West Marine, November 2005

“As part of the implementation, we had to look at more than eight major databases and over 60 process functions, ....Having those systems talk to one single system instead of each other puts us years ahead of where the system was.”– Case Study: West Marine, November 2005

“Even though we have fewer customers than large consumer-facing organizations, these customers are large complex companies with many locations and branches, and we needed a product that could handle this complexity,” – Business Intelligence Network, Master Data Management Research Report, 2006

http://images.google.ca/imgres?imgurl=http://www.fotomat-hurt.pl/images/logo%2520panasonic.gif&imgrefurl=http://www.fotomat-hurt.pl/index.php%3FcPath%3D2&h=180&w=180&sz=3&tbnid=u6JsvdXqjYyMeM:&tbnh=101&tbnw=101&prev=/images%3Fq%3Dpanasonic%2Blogo&start=2&sa=X&oi=images&ct=image&cd=2

http://images.google.ca/imgres?imgurl=http://www.redprairie.com/images/knowledge/West_Marine_logo.gif&imgrefurl=http://www.redprairie.com/Knowledge%2520Center/Customer%2520Profile.aspx&h=59&w=200&sz=3&hl=en&start=7&tbnid=5xhcXx2hos0HKM:&tbnh=31&tbnw=104&prev=/images%3Fq%3DWest%2BMarine%2Blogo%26gbv%3D2%26svnum%3D10%26hl%3Den

http://images.google.ca/imgres?imgurl=http://www.glschina.com/cps/images/Honeywell%2520Logo.jpg&imgrefurl=http://www.glschina.com/cps/en/Sponsorship.htm&h=117&w=609&sz=14&hl=en&start=3&tbnid=tmaJNgo2fn9IGM:&tbnh=26&tbnw=136&prev=/images%3Fq%3DHoneywell%2Blogo%26gbv%3D2%26svnum%3D10%26hl%3Den

Selected MDM CustomersInsurance & Financial ServicesBanking & Financial Services

http://www.ctfs.com/english/index.html

Selected MDM CustomersRetailers & Distributors Manufacturers & Service Providers

Boulanger

IBM SWG Information Management MDM COE

© 2008 IBM CorporationIBM Internal Use Only

Architectural Decisions: The LOB system that receives the new Customer Data will first apply it’s

business logic and persist the data to its transactional database before invoking MDM services. The Level of Effort may be too high to change the existing application business

logic to invoke MDM services as part of a business transaction (logical unit of work) prior to committing the results to its database.

WebSphere QualityStage will provide name and address standardization and probabilistic matching for WCC. In Scenario 1A WebSphere QualityStage will standardize and cleanse the name

and address information and perform probabilistic matching to determine if the customer is unique or an existing customer.

The scenario shows using the WCC-QS Adapter invoking the QSRT Client API to communicate with the QualityStage Server

In Scenario 1B WebSphere QualityStage will call GNR NameParser to standardize the name information as part of the Data Quality Management process for WCC. When performing the initial load of WCC, the ETL process must then call GNR

NameParser to utilize the same name standardization logic.

Deployment Scenario 1: Add New Customer with Cross-Sell



Architectural Decisions: The LOB system that processed the original update will receive a cleansed

and standardized version of the same Master Data for processing. Implement logic so as to not create a continuous loop between the originating

system and the Master Data Management Services. There will need to be a compensation process to resolve duplicate customers in

the originating system if this happens to be an existing customer.

The use of messaging provides a mechanism to support both synchronous and asynchronous processing to receive updates by WCC and distribute updates to subscribing systems. The use of messaging provides the ability for a LOB system to process the updates

based upon its latency requirements such as immediate upon publication or on a scheduled basis and to not loose information when unavailable during a planned or unplanned outage.

Deployment Scenario 1: Add New Customer with Cross-Sell



A LOB user updates new customer life insurance policy information through a portal user interface to a LOB system. The LOB system validates the data, applies any business logic and persists the data to its transaction database.

The LOB system creates a WCC XML request/response message with the customer and policy information to request a WCC add party transaction. The LOB system posts the request message to a MQ message queue.

WCC retrieves the MQ message and invokes the WCC service to process the new customer data and policy information. WCC formats the business object and invokes a WebSphere QualityStage service via the QSRT Client Real-Time Interface

(RTI) for the QualityStage Server that performs customer name and address cleansing and standardization. WebSphere QualityStage cleanses and standardizes the name and address information.

43

1

2

Scenario 1A: Add New Customer with Cross-Sell

5

TransactionDataLOB

Systems

Data Rules

Services

Business Process Data

Policy DataUser Registry

Policy DataUser Registry Rules

Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Database Server

TransactionData

Database Server

LOB Systems Fi

rew

all

Metadata

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ

WASfor ND

Fire

wal

l

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wor

k D

ispa

tche

rs

Fire

wal

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Tivo

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cces

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eal

TAM (Master)

TAM (Read-Only)

External Data

Providers

LOBBrowser

U.I. IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in

WebSpherePortal

HTTPSHTTPS

WebSphere Services Registry & Repository

WebSphereProcess Server

3MQ / JMS / XML

JDBC

MQ (Subscribe)

SOAP/ HTTPS

aznAPIaznAPI

MQ/ JMS / XML (Publish)

TransactionData

WebSphereQualityStage

1

5

SOAP / HTTPS

2 MQ / XML

11

13

12

10

10

8

1116

LOB Systems

14 7

6 9

TelemarketingSystem

14

Database Server

TransactionData15MQ

MQ / JMS / XML

17

18

19

11011SOAP/ HTTPS

11

WCC-QSAdapter

QS

RT

(RTI

)

Data Stewardship U.I.

QS

RT

(RTI

)

HTTPS



WebSphere QualityStage returns the standardized name and address results to WCC. WCC receives the standardized name and address from QualityStage. WCC queries the WCC Database to retrieve

candidate names, creates the business object and invokes a QS probabilistic matching service via the QSRT Client. WebSphere QualityStage performs probabilistic matching against the candidate names received in the request from WCC. QualityStage returns the scoring results to WCC which indicates that this is a new customer. WCC creates and submits a web service request/response to an external data provider for data enrichment.

The External Data Provider receives the query request and performs the query request. The External Data Provider returns the results to WCC.

Scenario 1A: Add New Customer with Cross-Sell 678910

11

TransactionDataLOB

Systems

Data Rules

Services




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Database Server

TransactionData

Database Server

LOB Systems Fi

rew

all

Metadata

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ

WASfor ND

Fire

wal

l

eNet

wor

k D

ispa

tche

rs

Fire

wal

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Tivo

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cces

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anag

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ebS

eal

TAM (Master)

TAM (Read-Only)

External Data

Providers

LOBBrowser

U.I. IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in

WebSpherePortal

HTTPSHTTPS



3MQ / JMS / XML

JDBC

MQ (Subscribe)

SOAP/ HTTPS

aznAPIaznAPI


TransactionData


1

5

SOAP / HTTPS

2 MQ / XML

11

13

12

10

10

8

1116

LOB Systems

14 7

6 9

TelemarketingSystem

14

Database Server

TransactionData15MQ

MQ / JMS / XML

17

18

19

11011SOAP/ HTTPS

11

WCC-QSAdapter

QS

RT

(RTI

)


QS

RT

(RTI

)

HTTPS



WCC assigns a unique PartyId, enriches the data with data from the External Data Provider and persists the customer and policy data to the WCC database.

Based upon the customer’s privacy preference, WCC queries marketing campaign information in the WCC database and determines that the customer meets the income criteria for a marketing campaign and can be contacted.

WCC generates a XML message and posts the XML message via JMS to a MQ message queue. WebSphere Enterprise Service Bus translates the XML message based upon message transformation rules to the format recognized by the Telemarketing System.

The Telemarketing System MQ listener retrieves the message and performs any logic such as notification, scheduling etc.


13

14

15

TransactionDataLOB

Systems

Data Rules

Services




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Database Server

TransactionData

Database Server

LOB Systems Fi

rew

all

Metadata

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ

WASfor ND

Fire

wal

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wor

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rs

Fire

wal

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Tivo

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TAM (Master)

TAM (Read-Only)

External Data

Providers

LOBBrowser

U.I. IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in

WebSpherePortal

HTTPSHTTPS



3MQ / JMS / XML

JDBC

MQ (Subscribe)

SOAP/ HTTPS

aznAPIaznAPI


TransactionData


1

5

SOAP / HTTPS

2 MQ / XML

11

13

12

10

10

8

1116

LOB Systems

14 7

6 9

TelemarketingSystem

14

Database Server

TransactionData15MQ

MQ / JMS / XML

17

18

19

11011SOAP/ HTTPS

11

WCC-QSAdapter

QS

RT

(RTI

)


QS

RT

(RTI

)

HTTPS



WCC creates the XML transaction response message and posts the results indicating that this new customer was processed successfully to a MQ queue for the originating LOB system to retrieve from the queue.

The originating LOB system retrieves the MQ message in the XML response format and based upon its business logic, updates the customer information in its database from the results contained in the WCC response.

WCC constructs a XML message with the new customer information and posts the message to an MQ Queue for publishing the new customer data. WebSphere ESB converts the XML message to the specific message format required for each LOB system and routes it to each LOB system MQ queue that matches the subscription topic.

LOB systems retrieve the message with the new customer and account information and process it according to the business rules for updating their transactional database.


17

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TransactionDataLOB

Systems

Data Rules

Services




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Database Server

TransactionData

Database Server

LOB Systems Fi

rew

all

Metadata

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ

WASfor ND

Fire

wal

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TAM (Master)

TAM (Read-Only)

External Data

Providers

LOBBrowser

U.I. IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in

WebSpherePortal

HTTPSHTTPS



3MQ / JMS / XML

JDBC

MQ (Subscribe)

SOAP/ HTTPS

aznAPIaznAPI


TransactionData


1

5

SOAP / HTTPS

2 MQ / XML

11

13

12

10

10

8

1116

LOB Systems

14 7

6 9

TelemarketingSystem

14

Database Server

TransactionData15MQ

MQ / JMS / XML

17

18

19

11011SOAP/ HTTPS

11

WCC-QSAdapter

QS

RT

(RTI

)


QS

RT

(RTI

)

HTTPS



A LOB user updates new customer life insurance policy information through a portal user interface to a LOB system. The LOB system validates the data, applies any business logic and persists the data to its transaction database.

The LOB system creates a XML message in the WCC XML request format containing the customer and policy information to request a WCC add party transaction. The LOB system posts the request message to a MQ message queue.

WCC retrieves the MQ message and invokes the WCC service to process the new customer data and policy information. WCC formats the business object and invokes a WebSphere QualityStage service via the QSRT Client Real-Time Interface

(RTI) for the QS Server that performs customer name and address cleansing and standardization. WebSphere QualityStage cleanses and standardizes the non-name information such as address and telephone number.

43

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2

Scenario 1B: Add New Customer with Cross-Sell (GNR)

5

Metadata

DataRules




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Fire

wal

l

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ

WAS for ND & WebSphere

MQ

Fire

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TAM (Master)

TAM (Read-Only)

External Data

Providers

IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in WebSpherePortal

HTTPS



3MQ / JMS / XML

JDBC

SOAP/ HTTPS

aznAPIaznAPI


SOAP / HTTPS

11

1312


5

811

4

14

TelemarketingSystem

Database Server

TransactionData

15

MQ

MQ / JMS / XML

2 Database Server

TransactionData

MQ / XML LOB System1

17

18

TransactionDataLOB

SystemsDatabase

ServerTransaction

DataLOB

SystemsMQ (Subscribe)

19

1

10

1112

QS

RT

(RTI

)

WCC Data Stewardship

U.I.

Global NameRecognition

7

9

1

Name Knowledge

Services

MQ

LOBBrowser U.I.

6

8

12

16

20

1

HTTPS

8



WebSphere QualityStage calls GNR NameParser which returns the standardized name results (parsed name & score). WebSphere QualityStage logic determines the best standardized name and returns the standardized name, address and

telephone number results to WCC. WCC receives the standardized name and address from QualityStage. WCC queries the WCC Database to retrieve

candidate names, creates the business object and invokes a QS probabilistic matching service via the QSRT Client. WebSphere QualityStage performs probabilistic matching against the candidate names received in the request from WCC.

Scenario 1B: Add New Customer with Cross-Sell (GNR) 67

8

9

Metadata

DataRules




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Fire

wal

l

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ


MQ

Fire

wal

l

eNet

wor

k D

ispa

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rs

Fire

wal

l

Tivo

li A

cces

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ebS

eal

TAM (Master)

TAM (Read-Only)

External Data

Providers

IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in WebSpherePortal

HTTPS



3MQ / JMS / XML

JDBC

SOAP/ HTTPS

aznAPIaznAPI


SOAP / HTTPS

11

1312


5

811

4

14

TelemarketingSystem

Database Server

TransactionData

15

MQ

MQ / JMS / XML

2 Database Server

TransactionData


17

18

TransactionDataLOB

SystemsDatabase

ServerTransaction

DataLOB


19

1

10

1112

QS

RT

(RTI

)


U.I.


7

9

1

Name Knowledge

Services

MQ

LOBBrowser U.I.

6

8

12

16

20

1

HTTPS

8



WebSphere QualityStage returns the results to WCC which indicates that this is a new customer based upon the score. WCC creates and submits a web service request/response to an external data provider for data enrichment.

The External Data Provider receives the query request, submits the query and returns the results to WCC.

WCC assigns a unique PartyId, enriches the party record with data received from the External Data Provider and persists the customer and policy data to the WCC database.

Based upon the customer’s privacy preference, WCC queries marketing campaign information in the WCC database and determines that the customer meets the income criteria for a marketing campaign and can be contacted.


12

13

14

10

11

Metadata

DataRules




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Fire

wal

l

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ


MQ

Fire

wal

l

eNet

wor

k D

ispa

tche

rs

Fire

wal

l

Tivo

li A

cces

s M

anag

er W

ebS

eal

TAM (Master)

TAM (Read-Only)

External Data

Providers

IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in WebSpherePortal

HTTPS



3MQ / JMS / XML

JDBC

SOAP/ HTTPS

aznAPIaznAPI


SOAP / HTTPS

11

1312


5

811

4

14

TelemarketingSystem

Database Server

TransactionData

15

MQ

MQ / JMS / XML

2 Database Server

TransactionData


17

18

TransactionDataLOB

SystemsDatabase

ServerTransaction

DataLOB


19

1

10

1112

QS

RT

(RTI

)


U.I.


7

9

1

Name Knowledge

Services

MQ

LOBBrowser U.I.

6

8

12

16

20

1

HTTPS

8



WCC generates a XML message and posts the XML message via JMS to a MQ message queue. WebSphere Enterprise Service Bus translates the XML message based upon message transformation rules to the format recognized by the Telemarketing System.

The Telemarketing System MQ listener retrieves the message and performs any logic such as notification, scheduling etc.

WCC creates the XML transaction response message and posts the results indicating that this new customer was processed successfully to a MQ queue for the originating LOB system to retrieve from the queue. The originating LOB system retrieves the MQ message in the XML response format and based upon its business logic, updates the customer information in its database from the results contained in the WCC

response.


16

17

18

15

Metadata

DataRules




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Fire

wal

l

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ


MQ

Fire

wal

l

eNet

wor

k D

ispa

tche

rs

Fire

wal

l

Tivo

li A

cces

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anag

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ebS

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TAM (Master)

TAM (Read-Only)

External Data

Providers

IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in WebSpherePortal

HTTPS



3MQ / JMS / XML

JDBC

SOAP/ HTTPS

aznAPIaznAPI


SOAP / HTTPS

11

1312


5

811

4

14

TelemarketingSystem

Database Server

TransactionData

15

MQ

MQ / JMS / XML

2 Database Server

TransactionData


17

18

TransactionDataLOB

SystemsDatabase

ServerTransaction

DataLOB


19

1

10

1112

QS

RT

(RTI

)


U.I.


7

9

1

Name Knowledge

Services

MQ

LOBBrowser U.I.

6

8

12

16

20

1

HTTPS

8



WCC constructs a XML message with the new customer information and posts the message to an MQ Queue for publishing the new customer data. WebSphere ESB converts the XML message to the specific message format required for each LOB system and routes it to each LOB system MQ queue that matches the subscription topic.

LOB systems retrieve the message with the new customer and account information and process it according to the business rules for updating their transactional database.


20

19

Metadata

DataRules




Web

Sph

ere

Ent

erpr

ise

Ser

vice

Bus

Fire

wal

l

WebSphereCustomer

Center

CustomerMaster

Data

Reference Data

DB2 UDB Server

CustomerHistory

Data

DMZ


MQ

Fire

wal

l

eNet

wor

k D

ispa

tche

rs

Fire

wal

l

Tivo

li A

cces

s M

anag

er W

ebS

eal

TAM (Master)

TAM (Read-Only)

External Data

Providers

IBM

HTT

P S

erve

rw

/Red

irect

or P

lug-

in WebSpherePortal

HTTPS



3MQ / JMS / XML

JDBC

SOAP/ HTTPS

aznAPIaznAPI


SOAP / HTTPS

11

1312


5

811

4

14

TelemarketingSystem

Database Server

TransactionData

15

MQ

MQ / JMS / XML

2 Database Server

TransactionData


17

18

TransactionDataLOB

SystemsDatabase

ServerTransaction

DataLOB


19

1

10

1112

QS

RT

(RTI

)


U.I.


7

9

1

Name Knowledge

Services

MQ

LOBBrowser U.I.

6

8

12

16

20

1

HTTPS

8

download

Documents

websphere

portal user

candidate

datacommon

websphere

web service

qsrt client

external data