Date post: | 21-Jan-2015 |
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Business |
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How to keep your data quality in top shape
Hubert Lissens & Frank Yseboot
ING BELGIUM
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120,000 employees in more than 50 countries
120,000 employees in more than 50 countries
ING: a financial group present worldwide
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Organisational structure
ING
Retail Wholesale OIB Support
Payments Customer Data
Channels Lending
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Vertical Customer Data
Customer Data
Solution Delivery Service Delivery
Requirement Mgt
Delivery Team
Operations team SPM
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What where the challenges ?
• Provide a 360° view of a customer within ING Belgium
• Insure fast and easy access to the master data (inquiry + update) for 5000 front-employees + organize update of contact data by the customer himself
• Install a logical view of hard data able to support marketing strategy
• Provide unique data input
• Work paperless as much as possible
• Convince product factories not to store customer data
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An 80’s-ish statement…
IT people look like they are coming from Mars
and we think they should stay there
(Peter Hinsen)
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Our approach : a joint venture
Step 1 : an intensive collaboration between Operations and IT
to define roles & responsabilities
Step 2 : involvement of business for sponsoring and committment
Step 3 : creation of Customer Domain and dedicated value chain
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Our approach : the basics
Install a service-based environment, using a solid and reliable IT-architecture
Define one single source of truth for party-related data ( customers, prospects, suppliers : in short every entity dealing with ING Belgium)
Insure high quality data input using business rules to prevent pollution and 4-eyes principle for sensitive data update
Stress the importance for keeping data up-to-date by all end-users
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ING Belgium IT Architecture
Party Information Management
CSI
...
• Sales Support– Party Contact Mgt.– Opportunity & Action Mgt.– Customer Communications
• Product Support– Commercial Prod. Assembly– Customer Agreement Mgt– Customer Order Mgt
• Marketing Support– Analytical CRM– Campaign Development &
Mgt
Marketing & Sales SupportServices
InternetING Contact CenterSelf’Bank
Branches• Contact Execution
& Dialog Services• Operational
Channel Mgt
Channel ServicesParty Referential
Services
Generic Production Services
Accou
nt
Man
ag
em
en
t
PA
N/O
AM
....
...
Cla
im h
an
dlin
g
Dom
esti
c P
aym
en
ts
AIP
/OV
I/TM
G
...
FX / Moneymarkets
Savings
Mortgages
Securities
Payment Products• Direct Debits (DOM)• Recurrent Orders (DOP)• Checks (CHQ)• …
Product Processing Services
Risk Management Services
Cre
dit
Ris
k
Actu
rari
al R
isk
Liq
uid
ity R
isk
....
.
Fin
an
ce
Hu
man
Resou
rces
Facilit
ies
....
.
Staff & Support Services
TACSY Application busTACSY Application bus
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High quality data input and coherence check
• Data are updated where the info is collected (taking into account all access rules)using business rules and HI software
• Automatic internal and external event propagation (e.g. a move, the decease of a person,…)
• Automatic periodical processes (e.g. coming of age, a future address becoming effective,…)
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New challenges in 2008
• Changing of the ING Belgium business model towards a universal direct bank keeping the existing branches for specialised services (2/3 without cashier)
• 86 % of all financial transactions, service and info demands are already done through e-channels or call centre
• Consequence : less informal face-to-face contacts which possibly could result in a degrading data quality
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New challenges in 2008
• Solution :
working with external partner
to keep contact data up-to-date (address, phone, mobile, e-mail,…)
and pre-verify identity of new internet customers
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Must do’s to keep your DQ up-to-date ?
• Tight mail return follow-up
• Public datasources usage
• DQ-stewards performing a permanent controle on a maximum number of internal parameters (> 50) :
e.g. age><product occupation><product family links >< civil status …..
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Who is Ronaldinho ?