what do i know about my customers?

What Do I Know About My Customers?

Do you know more about your customer after the migration?

May, 12th 2009

In collaboration with 2What Do I Know About My Customers?Brussels, May 12th 2009

Annual results 2008

Business MixTransformation Consulting

Customer Relationship Management

Supply Chain Management

Finance Transformation

Architecture & Infrastructure Services

Package Implementation

Application Development & Integration

Applications Management

Infrastructure Management

Business Process Outsourcing

Local IT Services – Sogeti Hardware and Network Management

Our Services

Revenue and Personnel Approximately $12.74 billion US dollars

91,621 People

Geographic Revenue Distribution 23.8% France & Morocco

19.2% North America

22.1% UK & Ireland

15% Benelux

19.9% Rest of Europe, Asia & Latin America

8%

39%35.3%

17.7%

Consulting

Services

Technology Services

Outsourcing Services

Local Professional

Services

Capgemini is one of the world’s largest Management and IT Consulting firms

5 Global Sectors

Energy, Utilities & Chemicals

Financial Services

Automotive, Manufacturing, Retail, & Distribution, Life Sciences

Public Sector

Telecommunications, Media & Entertainment


Main drivers for Legacy Migration

Position

Business for the future

Survival - Operational Continuity

Bus

ines

s O

bjec

tive

s

Reduce operation cost

• License cost

• Back-up cost

• Business continuity cost

Opportunity to outsource

Reduced complexity

More adaptable system

Increased revenue

New customers & users

Better service to existing & new customers & users

Reduced customer acquisition costs

Reduced service delivery cost

Improved brand image

Adaptable system

Closer integration with business partners & distributors

Extended services to customers

Shared services with third parties

Re-use of components

Future & change proofing

Compliance to Industry Regulations

Improved maintainability & documentation

Access to support

Access to more easily available skills

Performance improvement

“Hitting the wall” – similar to Y2K issues

Internal Focus External Focus

Reduced Operating Cost

Extend

Business Reach

Bus

ines

s V

alue

Business Agility

Strategic Direction

Simplification

IT Effectiveness

Cost Out

Burning Platform


Legacy Migration at a glance

Re-engineering Re-hosting

Modernisation

same new

sam

ene

w

Target Platform

Tec

hnol

ogy

Par

adig

m

Non F

unctional Requirem

ents

Data M

igration

Non-intrusive

Native migration


Legacy Migration – Rehosting vs Native Migration


Legacy Migration – Project Lifecycle

Next to the application migration (SW development life cycle), infrastructure topics are to be considered, such as printing, security, connectivity, storage, performance, …

People impact to be considered: training, organisational alignment, resistance, loss of knowledge …

Legacy Migration, it’s more than just migrating code ...Legacy Migration, it’s more than just migrating code ...


Some references on Legacy Migration

Sector Project Workload Elapsed time

Finance Pilot for migration of Tandem Cobol to IBM PL/1

1.112 days 6 months

Finance Migration from VB6 to .Net 868 days 8 months

Finance IBM PL/1 and IBM Cobol to IBM PL/1 12.500 days 2 years

Finance Complete back-office renewalMainframe to SAP package

5.000 days 1,5 year

Public Re-host Powerhouse application from Data General to SUN Solaris

1 year

Energy, Utilities & Chemicals

Application migration from IBM servers to Intel PC running Linux

< 100 days 1 month

Finance Retro-documentation of existing application

3.700 days 7 months

Legacy Migration is mainly executed with appropriate tooling.

Projects can be delivered with large offshore participation.

Legacy Migration is mainly executed with appropriate tooling.

Projects can be delivered with large offshore participation.


Data Migration aspects vs Legacy Migration techniques

Data Migration aspects

Re-hosting• Mainly transfer of data• No data structure re-design

Re-engineering• Transfer of data and/or define and

implement conversion rules

Modernisation via migration• Transfer of data• Define and implement conversion rules

Modernisation non-intrusive• n/a


Key success factors

Collaboration with AND availability of the Business, IT

and Migration Management team

Data analysis and data quality as from the project start

Continuous data migration status monitoring

Data Migration Management is one of the most critical work streams in implementation projects and numerous dimensions need to be addressed

• Integrate as from the project start the functional solutions with the migration track to streamline business processes, detailed functional solution description and data

• Key success for migration is validated high quality, cleaned, enriched and correct data aligned with the validated business processes, based on known legacy data

• Appropriate tools enable data quality analysis and cleaning activities as from project start or even earlier!

Headline

• Use of dedicated transformation tools (with audit trails and reporting facilities)

• Use of several cycle validations using full loads with cleaned and enriched data

• Monitoring and controlling the whole migration process (completeness, correctness and migration validation, performance)

Use of best practices, proven methods & tools and

technologies

• To facilitate, accelerate and ensure quality of results

• To support the control mechanism and processes

• Use right tool for profiling and intelligent data quality analysis, data mapping, conversion program generation and conversion building, monitoring and reporting

• Usage of a released based data staging area

Data migration is a Profession


Data Migration Methodology

Capgemini Data Migration Methodology™

TargetLegacy

Data MigrationWorkbench (*)

UploadAny Target

Application

Dataenrichment

Feedback errors

Conversionrules

Datacleaning

Data & data profilinganalysis

Analyze results

Conversion

Any Source Application

ManualLoading

The control mechanisms (supported by adequate reporting) are embedded through the full migration process:

Control of the source data on completeness and accuracy

Control on the conversion rules

Control of the uploaded data (content, correctness, functionality & performance), auditing approved

1

2

3

1

2

3

Supporting a business ready, validated and authorized data migration


Capgemini capitalizes on ‘Best Practices’, with tight Go Live production timeframes, from recent experiences

Project Source Target Activities # Objects Tools # Records Success Rate

STAR One @ Electrabel

UNIPERS, UNIPRO, UNIFIN, UNICCS

SAP ECC6.0 Manage full Technical Data Migration track and closely contribute to Data Cleansing

90 ABAP, LSMW, BAPI , Access, Excel, ALE

28,5 Mio 99,90

CRM @ Pidpa

>60 source files

SAP ISU, CRM, BI, Mobility

Manage full data migration track / identify and manage cleansing

32 Capgemini DMW, ALE, Emigall, LSMW , specific Zreports, Access, Excel, CRM Replication

13,6 Mio 99,97

TMVW Electrabel CLIFAX & EUROCCS

SAP ISU Manage full data migration track / identify and manage cleansing

2*20 Capgemini DMW, Emigall, LSMW , Access, Excel, specific Z-reports

6,7 Mio 99,28


Managed inside the organisation

- Needed by many departments (marketing, finance, HR)- Common or global to all departments- Sometimes department specific- Originated from one or many departments/external data suppliers

- Entered and/or maintained by one or many people- Distributed to several departments- And stored and maintained in several systems

with introduction of new trends and business requirements

- Tendance towards 360° customer view- Working with external call centers

-Usage of Web/technologies for data/information gathering, triggered from the outside world- collection and management of unstructured data

Where currently data has to be managed differently and can lead to…

- Inaccurate, duplicate and inconsistent customer data - Inaccurate and unreliable operational and management reporting

- Perception of data quality is not in line with reality - Negative impact on cost and revenu-> Increased Cost to Serve

Customer and customer data today is…


Conclusion

Do I know more about my customer after the migration?

How well do I know my customer today?

Start today with a data assessment (Profiling & Functional),

don’t wait until your transformation project starts,

to obtain an ‘objective’ insight on your customer data and data quality,

Your Benefits

short AND long term data quality and data management improvements

strengthen your current business processes

ensuring a high quality data migration (CSF) at a lower cost

drive your future business processes & objectives

decrease your cost to serve !


Thanks!

Technology Services

Package Based Solutions

Kathleen Hens

Director

Sap Practice Manager

Capgemini Belgium N.V./S.A.

Bessenveldstraat 19

B-1831 Diegem – Belgium

Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78

Mob. +32 496 57 42 10

[email protected]

Technology Services


Kathleen Hens

Director

Sap Practice Manager


Bessenveldstraat 19


Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78

Mob. +32 496 57 42 10

[email protected]

Financial Services

Project Center

Wim Vos

Director


Bessenveldstraat 19


Tel.: +32 2 708 13 79 – Fax: +32 2 708 25 78

Mob. +32 496 52 12 10

[email protected]

Financial Services

Project Center

Wim Vos

Director


Bessenveldstraat 19


Tel.: +32 2 708 13 79 – Fax: +32 2 708 25 78

Mob. +32 496 52 12 10

[email protected]

Technology Services


Thierry Vermunicht

Senior Manager


Bessenveldstraat 19


Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78

Mob. +32 497 05 37 68

Thierry [email protected]

Technology Services


Thierry Vermunicht

Senior Manager


Bessenveldstraat 19


Tel.: +32 2 708 10 50 – Fax: +32 2 708 25 78

Mob. +32 497 05 37 68

Thierry [email protected]

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