Embed Size (px)
Citation preview
EIM – Strategy to Pragmatic Delivery
Mark O’GormanDirector, Data Management, Global Technology Office,Manulife FinancialNovember 17, 2010
2
About Manulife
2
Canada• Individual Insurance • Individual Wealth Management• Group Benefits• Group Pensions
United States• Insurance• Long Term Care• Annuities• Group Pensions• Mutual Funds• College Savings
AsiaHong Kong, Philippines, Singapore, Indonesia, Vietnam, Malaysia, Thailand, Taiwan, China
• Individual Life Insurance• Group Life & Health Insurance• Variable Annuities• Pension Products• Mutual Funds
InvestmentsUnited States, Canada, United Kingdom, Japan, Australia, Hong Kong, Southeast Asia
Japan • Individual Insurance• Variable Annuities
ReinsuranceUnited StatesCanadaEuropeAsia
Manulife's VisionManulife Financial’s vision is to be the most professional financial services organization in the
world, providing strong, reliable, trustworthy and forward-thinking solutions for our clients’ most significant financial decisions.
Manulife Financial is a leading Canadian-based financial services group
serving millions of clients in 22 countries
and territories worldwide.
The Company operates in Canada and Asia
through the brand name “Manulife Financial”
and in the United States primarily through the
brand name “John Hancock“.
3
Agenda
Information Management Challenges
EIM – Understanding the Beast
Taking a Business View
EIM – A Pragmatic Approach
Lessons Learned – Good, Bad, Ugly
Data
MaximumBusiness Value
+ TimelyUse
Information
+ BusinessContext
Information
+ BusinessContext
SharedKnowledge
AgreedMeaning+
SharedKnowledge
AgreedMeaning+
BusinessWisdom
+ AppliedLearning
BusinessWisdom
+ AppliedLearning
Information Knowledge WisdomData
Bu
sin
ess
Val
ue
EIM Maturity
Customer Focus
Understanding
InnovationInsight
GrowthVisibility
Productivity and
EfficiencyMetrics
Risk ManagementAccountability
Information Knowledge WisdomData
Bu
sin
ess
Val
ue
EIM Maturity
Customer Focus
Understanding
InnovationInsight
GrowthVisibility
Productivity and
EfficiencyMetrics
Risk ManagementAccountability
Stewardship and
Governance
Stewardship and
Governance
Strategy and Architecture Alignment
Strategy and Architecture Alignment
EnterpriseKnowledge
Management
EnterpriseKnowledge
Management
Leveragable & ReusableCan I use the address information from the other system instead of
building my own?
TimelyIs this information up-to-date? When
was the last time it was updated?
TraceableWhere did this information come from? Who can update it? What updates were made and when?
TrustingIs this information accurate?
Leveragable & Reusable
Leveragable & ReusableCan I use the address information from the other system instead of
building my own?
TimelyIs this information up-to-date? When
was the last time it was updated?
TraceableWhere did this information come from? Who can update it? What updates were made and when?
TrustingIs this information accurate?
Leveragable & ReusableCan I use the address information from the other system instead of
building my own?
TimelyIs this information up-to-date? When
was the last time it was updated?
TraceableWhere did this information come from? Who can update it? What updates were made and when?
TrustingIs this information accurate?
Leveragable & Reusable
AccessibleDo I have access to all the information
I need to do my job?
DiscoverableI know what information I need,
but where is it?
VisibleWhat information do we have
available?Knowledge
Sharing
AccessibleDo I have access to all the information
I need to do my job?
DiscoverableI know what information I need,
but where is it?
VisibleWhat information do we have
available?
AccessibleDo I have access to all the information
I need to do my job?
DiscoverableI know what information I need,
but where is it?
VisibleWhat information do we have
available?Knowledge
Sharing
Available and SecureIs my information protected? What
happens if it gets damaged?
ClassifiedIs this information confidential? How long will this information be
kept?
Accountability
Available and SecureIs my information protected? What
happens if it gets damaged?
ClassifiedIs this information confidential? How long will this information be
kept?
Available and SecureIs my information protected? What
happens if it gets damaged?
ClassifiedIs this information confidential? How long will this information be
kept?
Accountability
CombinableIs the policy face amount from
system A and B defined the same so that I can combine them to get
an accurate total?
MeasurableHow do I know if the information is accurate or current enough for my
needs?
ActionableWhat information do I need to take
effective action?
Efficiency & Effectiveness
CombinableIs the policy face amount from
system A and B defined the same so that I can combine them to get
an accurate total?
MeasurableHow do I know if the information is accurate or current enough for my
needs?
ActionableWhat information do I need to take
effective action?
Efficiency & Effectiveness
CombinableIs the policy face amount from
system A and B defined the same so that I can combine them to get
an accurate total?
MeasurableHow do I know if the information is accurate or current enough for my
needs?
ActionableWhat information do I need to take
effective action?
CombinableIs the policy face amount from
system A and B defined the same so that I can combine them to get
an accurate total?
MeasurableHow do I know if the information is accurate or current enough for my
needs?
ActionableWhat information do I need to take
effective action?
Efficiency & Effectiveness
Information Management
Information Quality
Management
Information Governance and
Stewardship
Metadata and TaxonomyManagement
Content and Document
Management
Information Deliveryand Business Intelligence
Data and Master Data Management
Records Management
Metrics and KPI’s
Collaboration
Service Oriented Architecture Mashups
Common Information Management Challenges
4
Increasing Business Demands for More
Information
Various Levels of Information
Management Understanding
Mixed levels of Business
Engagement in Information
Management
Inconsistent or Informal
Information Management
Practices Limited Line of
Sight to Information
Assets Drive for Greater
Information Management
Efficiency
Various Degrees of Insight into Future Information Needs
Complex or Incomplete Access
to Information
Increasing Information
Integrity Awareness
Increasing Information Governance
Focus
5
Enterprise Information Management (EIM)
Enterprise
(Organization Structures & Culture)
Information
(Asset)
Management
(Process & Technology)
EIM
Enterprise Management
InformationManagement
Information ArchitectureBusiness and IT Strategies
and Behaviors
Enterprise Information
Governance Business and IT Policies
and Standards
DeliveryBusiness and IT Accountabilities
Enterprise Information Management (EIM)
Organizational capabilities which transform data into trusted, actionable business assets to grow the business, reduce
costs and mitigate risks.
7
What is Information Management – Scope
Information Management
Information Quality
Management
Information Governance and
Stewardship
Metadata and TaxonomyManagement
Content and Document
Management
Information Delivery and Business Intelligence
Data and Master Data Management
Records Management
Metrics and KPI’s
Collaboration
Service Oriented Architecture Mashups
8
Information Management – Changing the Conversation
Leveragable & ReusableCan I use the address
information from the other system instead of building my
own?
TimelyIs this information up-to-date? When was the last time it was
updated?
TraceableWhere did this information come from? Who can update it? What updates were made and when?
TrustingIs this information accurate?
Leveragable & Reusable
AccessibleDo I have access to all the
information I need to do my job?
DiscoverableI know what information I need,
but where is it?
VisibleWhat information do we have
available?Knowledge
Sharing
Available and SecureIs my information protected? What
happens if it gets damaged?
ClassifiedIs this information confidential? How long will this information be
kept?
Accountability
CombinableIs the policy face amount from
system A and B defined the same so that I can combine
them to get an accurate total?
MeasurableHow do I know if the information is accurate or current enough for my
needs?
ActionableWhat information do I need to take
effective action?
Efficiency & Effectiveness
9
EIM – Building on Data Management Success
Data
MaximumBusiness Value
+ TimelyUse
Information
+ BusinessContext
SharedKnowledge
AgreedMeaning+
BusinessWisdom
+ AppliedLearning
Information Knowledge WisdomData
Bu
sin
ess
Val
ue
EIM Maturity
Customer Focus
Understanding
InnovationInsight
GrowthVisibility
Productivity and
Efficiency Metrics
Risk Management
Accountability
Stewardship and
Governance
Strategy and Architecture Alignment
EnterpriseKnowledge
Management
10
Information Delivery as a Service
Dri
ve In
cre
ase
Vis
ibili
ty
and
Re
use
Drive Increased Information Leverage
Operational Focus
Enterprise Focus
TransactionFocus
InformationFocus
Business Drivers
Information Capabilities
Tactical View Strategic View
IM Solutions
Operational Information
Needs
Silo Business N
eeds
Cross-fu
nctional B
usiness
Needs
11
Information Stewardship and Governance
DemocracyDictatorship
Anarchy
Info
rma
tion
Co
ntr
ol
Information AccessLow High
Low
Hig
h
Information StewardshipInformation Stewardship
Adapted from e-Business Intelligence, by Liautaud
Reduced Silos – Increased Simplicity
Information Stewardship Information Governance
• Effective business engagement in managing information assets
• Incremental program for connecting and aligning business needs across
departments and groups
• Efficient processes for prioritizing and effectively resolving information issues
• Value based governance of business information assets.
• Repeatable practices
• Increase speed of resolution
• Greater leverage
• Reduced costs
12
EIM Core Capabilities and Disciplines
Business Objectives, KPI, Information Needs Alignment
Info
rmat
ion
Go
vern
ance
Pro
cess
es
(Rec
ord
s M
anag
emen
t, P
riva
cy, S
ecu
rity
, etc
)
Strategy and Information Solution Alignment
Info
rmatio
n M
anag
emen
t Acco
un
tabilities
(Ow
nersh
ip, S
teward
ship
, Cu
stod
iansh
ip)
Consistent Business and IT Definitions and Rules
Information and Knowledge Management Disciplines(Information Quality, Information Delivery, Information Security)
13
Enterprise Information Architecture(Strategies, Models, Patterns)
Information Management
Key Business Drivers(Priorities and Metrics)
Go
vern
ance
(Po
lici
es,
Pri
nci
ple
s,
Sta
nd
ard
s, M
eth
od
olo
gie
s)
Metadata(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, Usage)
Information Technology Management(Hardware, Software, Applications, Tools, Repositories Storage)
Information Security & Privacy Management(Access, Classification, Auditing, Protection)
Org
an
izatio
na
l Ac
co
un
tab
ilities(O
wn
ers
hip
, Ste
wa
rds
hip
, Ma
na
ge
me
nt)
Information Quality
Management
Reference and Master Data Management
Information Delivery
Management Knowledge Management
Reporting BI E-mail DocumentWeb
Content
Enterprise Content Management (ECM)
En
terp
rise
Re
cord
s M
anag
emen
t (E
RM
)
EIM Core Capabilities and Disciplines
14
Approach – Incremental Steps
Enterprise Information Architecture(Strategies, Models, Patterns)
Information Management
Key Business Drivers(Priorities and Metrics)
Gov
erna
nce
(Pol
icie
s, P
rinci
ples
, S
tand
ards
, Met
hodo
logi
es)
Metadata(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, Usage)
Information Technology Management(Hardware, Software, Applications, Tools, Repositories Storage)
Information Security & Privacy Management(Access, Classification, Auditing, Protection)
Organizational A
ccountabilitie
s(O
wnership, S
tewardship, M
anagement)
Information Quality
Management
Reference and Master Data Management
Information Delivery
Management Knowledge Management
Reporting BI E-mail DocumentWeb
Content
Enterprise Content Management (ECM)
Ent
erpr
ise
Rec
ords
Man
agem
ent (
ER
M)
Enterprise Information Architecture(Strategies, Models, Patterns)
Information Management
Key Business Drivers(Priorities and Metrics)
Gov
erna
nce
(Pol
icie
s, P
rinci
ples
, S
tand
ards
, Met
hodo
logi
es)
Metadata(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, Usage)
Information Technology Management(Hardware, Software, Applications, Tools, Repositories Storage)
Information Security & Privacy Management(Access, Classification, Auditing, Protection)
Organizational A
ccountabilitie
s(O
wnership, S
tewardship, M
anagement)
Information Quality
Management
Reference and Master Data Management
Information Delivery
Management Knowledge Management
Reporting BI E-mail DocumentWeb
Content
Enterprise Content Management (ECM)
Ent
erpr
ise
Rec
ords
Man
agem
ent (
ER
M)
Information Quality
Management
Information Profile
Management
Phase 1
Information Quality
Management
Phase 2
15
Business Intelligence
Data Management Capabilities Model - Building a Strong Foundation
Master Data Management
Business Process
Management
Data Ownership
Enterprise Data Model
Business Def’n & Rule Management
Information Lifecycle
Management
Data LineageManagement
Data Classification
Data Governance
Data Stewardship
Data Model Management
Change Management
Data Custodianship
Data Architecture
Data Lifecycle
ManagementLevel 1Foundational
Level 2Enabling
Level 3Leveraging
Organizational Capabilities
Data Inventory
Management
Data Quality Management
Data Security
Management
Metadata Management
Data Integration
Data Principles & Standards
… SOAetc
16
Identifying EIM Opportunities
Acc
essi
ble
Act
iona
ble
Ava
ilabl
e an
d S
ecur
e
Cla
ssifi
ed
Com
bina
ble
Dis
cove
rabl
e
Leve
raga
ble
and
Reu
se
Mea
sura
ble
Tim
ely
Trac
eabl
e
Trus
ting
Vis
ible
Bus
ines
s P
artn
er U
rgen
cy
Cle
ar O
wne
rshi
p
Org
aniz
atio
nal A
lignm
ent
Nea
r-Te
rm B
usin
ess
Val
ue
Opp
ortu
nity
Val
ue
Opportunity 1 1 1 3 2 2 3 2 3 4 5 3 4 16Opportunity 2 1 1 3 2 2 1 2 3 2 3 2 2 3 5 1 5 14Opportunity 3 2 1 2 1 1 1 2 2 3 1 3 3 1 5 12Opportunity 4 3 2 1 2 2 4 3 11Opportunity 5 2 1 2 3 2 1 3 1 5 1 2 9
EIM Capabilty ActivitiesIdentify Ownership of Information 1 1 1 1 1 1 1 1Assign Business Stewards 1 2 2 1 1 2 2 2 2 2Establish/Promote a Stewardship Council 3 3 2 2 3 3 3 3Establish/Promote a Information Architecture Council 5 6 3 3 4 5 4 4 4Capture business definitions and rules within a central repository 2 4 4 4 5 6 6Define information retention and security needs 4 4 5 6 3 4 7Define Information Quality Requirements 4 6 4 5Establish Information Service Level Agreements 5 5 7 5 3Define Business KPI's and Measures aligned with Business Objectives 3Profile and Inventory Data Sources 2 6 5 5 8 7 1 6 8 5Formalize an Information Requirement Assessment Process 6 6 9 10 5Develop Operational and Analytical Information Models 7 7 11 6Assess Data Source Quality 5 10 8 9Document Information Flows 3 7 6 12 9 2 7 10 7
EIM Value Characteristics
EIM Capabilities Delivering Near-Term Business Value
EIM Business Opportunities
Success Profile
2) Suggested Initial Opportunity Focus
1) Identified EIM Opportunity
Value Characteristics
Similarities
3) Identified Capability Activity Synergies
3 Initial EIM Hot Spots1) Availability
& Actionability
2) Discovery, Combinability
and Reuse
3) Visibility and Integrity
3 Initial EIM Target Areas
1) Ownership and
Stewardship
2) Consistent Business
Definitions
3) Profile and Inventory
17
Align Business Challenge & Benefit to Capabilities
Business Challenges
EIM Capabilities
IM Strategic Goal
Business Benefit
Delivered
InefficiencyInsufficient Flexibility
Disparate Sources
Metadata Management
Information Delivery
Information Profile
Management
Improved Information Management Discipline
Proficient Use of Information
Key QuestionsInformation Management Capabilities
What are the commonly felt information challenges
as articulated in stakeholder pain point
statements?
What is the targeted set of information capabilities required to resolve the
shared challenges?
How do the EIM capabilities contributed to
the core organizational informational goals?
What is the business translation of progress
against IM strategic goals?
18
Incremental Capability Build
Metadata Management
Information Delivery
Information Profile
Management
Information Stewardship
Program
Business Definitions and
Rules Management
Business Drivers and Metrics Management
Information Capabilities
IM C
apab
ility
Mat
uri
ty L
evel
s
Initiate
Developing
Maturing
Leveraging
Master
BU1
BU2
BU1
BU2
BU1
BU2 BU2 BU1
BU2
Business Unit 2 leverages BU 1’s investment and experience to incrementally build to target maturity through existing projects.
BU1
BU1
Enterprise Maturity Level
19
Taking an Opportunistic Approach
Incremental Business
Value
Incremental Effort
High
High
LowLow
Project 5
Project 1
Project 2 Project 3
Project 6
Project 7
Project 4
Potential Investment Opportunities
Core Investment Opportunities
Potential Investment Opportunities
Insufficient Investment Justification
20
Information Management – Business Engagement
Sponsor engaged and scope set
Interviewed - Key business stakeholders identify challenges,
opportunities and priorities
Working team - Consolidated interview feedback and devised workshop for setting strategy
direction
Workshop - Key stakeholders and project
team introduced IM, validated challenges and
prioritized business needsStrategy - Working team develop strategy and roadmap considering near-
term and long-term business needs.
(5) Strategy Development
(4) Impact and Opportunity Assessment
(3) Rationalize Challenges(2) Understand Business Challenges(1) Sponsorship and Scope
(6) Execution and Benefit Realization
IM Strategy Value
Proposition
EIM & IT Strategy
Principles and Best Practices
IM Initiative Identification
IM Capability IdentificationDelivery - IM Capabilities
and Business Initiatives - Roadmap, Value and
Investment
21
Delivering Business Value – Picking the Right Spots
Insufficient SME’s & Metadata
Questionable Integrity
Diffused Information
InefficiencyInsufficient Flexibility
Disparate Sources
Information Stewardship Information Use Proficiency
Information Understanding and
Integrity
Information Ownership
Business Definitions and Rules
Management
Information Needs
Management
Information Stewardship
Program
Information Sharing
Information Management
Discipline
Metadata Management
Information Quality
Management
Information Technology
Management
Information Profile
Management
Information Delivery
Information Gaps
Insufficient Granularity
Information Needs Alignment
Information Aligned to Business
Objectives
Strategy and Solution Aligned
to Business Information
Needs
Business Drivers and
Metrics Mgmt
Information Management Architecture
1-3 Years
3-5 Years
Business Challenges
Business IM Capabilities
IM Value Areas
22
Where to Start - IM Governance
Information Steering Council
Chief Information Steward (Chair)
EIM Architect (Facilitator)
Business Unit Leaders
Chief Enterprise Architect
Information Stewardship Group
Coordinating Information Stewards
Chief Information Steward (Chair)
EIM Architect (Facilitator)
Data Architects
Business Unit Steward Teams
Coordinating Information Steward (Chair)
Data Architect (facilitator)
Business SME
Governance Objectives
1. Establish accountabilities and mandate for setting IM governance levels.
2. Ensure existing policies and standards reflect Information Management governance needs.
3. Enhance existing processes to monitor, measure and report adherence to policy and delivery expected value information management.
Governance Drivers• Scope - Number of
stewards and subject areas involved
• Complexity – Number of different systems, project or groups impacted.
• Risk - Degree of impact of decisions
• Cost - Effectiveness of decisions made at the stewardship level.
EIM Program• Facilitated by Enterprise Architecture (EA)
• Provides overall Information Management (IM) Capability consulting, monitoring, tracking, reporting
• Oversees alignment to Enterprise Information Management (EIM) Strategy
Built out as required to support Stewardship
23
Lessons Learned – Good, Bad and Ugly
Sponsorship – Need both business and IT executive champions
Business engagement – Needs to be a priority with on-going engagement of business management / subject matter experts
Sustainability – Needs to be considered a program, introducing a series of organizational capabilities, not just a project
Investment – Involves investment in people, processes and technology within business and IT.
Culture – Information Management is a journey which will require changes in how people work and think, therefore, it will take time
Community – Leverage the strengths and knowledge of the internal teams by connecting common IM needs and challenges, facilitated through collaborative, social networking environments.
24
Mark O’Gorman
Director, Data Management, Global Technology Office
Manulife Financial
mark_o’[email protected]
