SD-Summit Install-Base-Quality Nick-Howard 10-2010

Climbing DifferentOvercoming a MountainOvercoming a Mountain of Bad Data the NetApp WayNetApp Way

Nick HowardSr. Director, Installed Base Operations

October 26, 2010

NetApp Confidential - Limited Use

,

What’s Your Take on Data Quality?

Maintaining DataData is valuable

Maintaining Dataquality is not exciting

It’s about People and pmotivating them to care

Maintaining Data is not j tjust about technology

© 2010 NetApp. All rights reserved. 2NetApp Confidential - Limited Use

Generational Shift Increases Need for Data Quality

See Pay / Issue / BalanceNeed See

Value Commit Assess Value

Need More

Cost & Ease

The Baby Boomer Touch Factor

TV/Mass Retail Retail Retail Agent

Social N t k Vi l W b P C t & T t

The Millennial Content Factor

Network Viral Web ePay Casts & Txt


The Big Picture Problem

Cost of Bad Data: Cost of Bad Data:

“Data quality issues cost U.S. businesses an estimated $600 billion annually$600 billion annually... that’s approximately 685,000 yy pp ypeople working round the clock for the whole year to fix issues related to poor data quality…”

Source: The Data Warehousing Institute

Our Our partnerspartners and and customerscustomers told us they were told us they were frustrated:frustrated:

"Stop investing in work-arounds to fix the Install Base visibility/accuracy issue. Invest in a scalable solution that addresses the needs of customers and partners.”


p

Paying Lip Service to Data Quality

Less than 1/3 of companies have or are implementing a p p gplan for managing or improving data quality.

St t f D t Q lit PlSt t f D t Q lit Pl

48%No Plan

Status of Data Quality PlansStatus of Data Quality Plans

20%Developing a Plan

21%Currently Implementing NetApp is Here

11%Already Implemented


Source: Data Warehousing Institute

Why is Data Quality Important?

CustomerCustomer CompanyCompanyPartnerPartner Improved customer

service User confidence with

system

Increased revenue Greater satisfaction

from customers and partners

Up-sale and cross-sell opportunities

User confidence L isystem

Reliable support Reduced downtime

partners Reduced cost over time

Less time spent reconciling data

What problems does poor data quality cause you?


Our Challenge


Installed Base Data is Massive

Each record has hundreds of data elements…

Creating millions of data Hundreds of gfields…thousands of

serial numbers that contain

Providing countless opportunities to get it wrong!

that contain customer and product data g gproduct data


Problems Bad Data Has Caused NetApp

Customer service issues

Should have gone here.

Rome, Georgia

Instead went here!

Rome, Italy

Lost revenue opportunities Frustrated customers


Typical Solution

Project teamProject team Project plan

Ti li & Timelines & time limits

Tracks No ongoing g g

maintenance plan


Our Approach


NetApp Solution: Ease of Doing Business

“We want NetApp to be the most customer friendly company our partners and customers do business with, period. End of story.”

Ed Deenihan, Exec. Vice-PresidentCustomer AdvocacyCustomer Advocacy


Understand Your Company’s Culture

At NetApp a “typical” data qualityAt NetApp, a typical data quality project would not work. Why?

NetApp has a fast paced cultureTailor the project approach to suit your

NetApp is built on innovation

approach to suit your unique culture.

NetApp is built on innovation

NetApp values adaptability and getting thingsNetApp values adaptability and getting things done quickly


Look Outside In

We hosted focus groups with Partners all over the world

Partner NetAppPartner NetApp

Those closest to the data prioritized our fixes

Partners became our steering committee


g

Prioritize Strategy

Narrowed our Focus to What Matters

Drew a box around scope

ContactPrimary

ContactPrimary

Company & Site Installed at Site

Company & Site Installed at Site

Serial NumberSerial Number

Serial NumberSerial Number

ContractContract Header

ContractContract Headery

Parts DeliveryParts ReturnSN AgreementService Report To

yParts DeliveryParts ReturnSN AgreementService Report To

Parts Delivery SiteService Report To SiteBusiness Hours Installed at Customer

Parts Delivery SiteService Report To SiteBusiness Hours Installed at Customer

Warranty Sales OrderPartner FunctionsProtocol

Warranty Sales OrderPartner FunctionsProtocol

Contract Line ItemPartner FunctionsProducts

Contract Line ItemPartner FunctionsProductsModified strategy when appropriate

Service Report ToService Report To Installed at Customer NameAccount InfoCompany Mktg. Attributes

Installed at Customer NameAccount InfoCompany Mktg. Attributes

ProtocolProtocol Warranty ASUPConfig.

ProtocolProtocol Warranty ASUPConfig.


AttributesAttributes

Define Metrics

Defined data quality indicators and sampled customer baseDefined data quality indicators and sampled customer base

Solicit customer participation and set t ifi t taccount-specific targets

Published metrics and reported results


Invest in Change Management

Generated awareness and urgency with branding


Consider a Mantra Instead of a Roadmap

Get It RightGet It Right Keep It RightKeep It Right Continuously

Proactive Product

Get It RightGet It Right Keep It RightKeep It Right

Watch for environmental

Improve It

Proactive Product Registration Installed Base

Data Clean-up

Installed Base Data Maintenance Data Governance

environmental changes that affect data quality Data Analytics &

K2 Does It

Data Clean-up

SharedResponsibility

Data Analytics & Quality Metrics

Change Behavior and I t li IB D tResponsibility Internalize IB Data


Create a VisionShared Ownership

Partner

NetApp

CustomerPartner CustomerInfrastructure Processes

MetricsAuditsAudits Tools

Results

Entire NetApp Organization Understands role in fixing and maintaining IB data

Uses tools/processes to fulfill responsibility


Uses tools/processes to fulfill responsibility Gets evaluated on performance

Adapt Approaches to Solve Problems

System / Process / People

Improved Data Quality

Increased revenue opportunitiesReduced service

Look Outside In

Look Outside In

PrioritizeStrategyPrioritizeStrategy

oble

m

failures Improved customer

satisfactionShared success

Define M iDefine M i

Invest In ChangeInvest In Change

Dat

a P

ro

Shared success with our partners

MetricsMetrics Change Management

Change Management


Questions


Documents

SD-Summit Install-Base-Quality Nick-Howard 10-2010