Team4 Capstone V1

8/13/2019 Team4 Capstone V1

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TEAM4Solutions

Data Analysis through SAP HANA

ISMT E-200 Fall 2012

Greg Zheng

Hung Tran

Julio Silveira

Michael Chepkwony

Ryan Talais

Contents

Contents!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"

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"!# E$ecutive Su%%ary!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4

"!" Co%pany!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4

"!& 'n(or%ation Technology Supplier!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4

"!) *usiness Goals!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4

"!4 +ropose, Solution-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4

+art " . *usiness Re/uire%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!0

&!" *usiness conte$t- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!0

&!& Re/uire, 1unctionality !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!2

&!) *usiness *ene(it Justi(ication!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"#

&!4 Success Metrics!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!""

+art &- Technical Speci(ication an, +rototype!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"&

)!" Architectural Approach !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"&

)!" 3ata Collection !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"))!& 3ata Analysis!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!")

)!) *usiness 'ntelligence!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!")

)!4 Mapping usiness re/uire%ents to solution-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!")

)! So(tware solution!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"

)!0 5ser 'nter(ace 3ashoar, 61le$7!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"0

)!8 R E%e,,e, So(tware Environ%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"8

)!9 The SA+ HA:A ,ataase-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"8

)!"# SA+ HA:A Appliance-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"9)!"" SA+ HA:A Replication-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"2

)!"& 'ntegration with e$isting enterprise applications!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

+art ) . '%ple%entation +lan!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

4!" Solution 3evelop%ent;3eploy%ent-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&"

4!& Risk Manage%ent- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4

4!)


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1igure &- To.*e *usiness +rocess!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!9

1igure )- *usiness process an, analytics solution!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"&

1igure 4- So(tware Architecture!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"0

1igure - HA:A Stu,io!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"9

1igure 0- SA+ HA:A appliance!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"2

1igure 8- SA+ HA:A Replication =os!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

1igure 9- +ro=ect +lan!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&&

1igure 2- +ro=ect Milestones!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4

Appendices

Appen,i$ "- Solution ,e%onstration- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!)#

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1.0 Ee!uti"e Su##ary

1.1 Co#$any

GLOCO is a multinational company based in Massachusetts, USA with product development, manufacturing plants and

distribution centers in continents! GLOCO manufactures a wide array of medical e"uipment and provides technical

support services for the whole product line!

1.2 In%or#ation Te!hnology Su$$lier

#$AMSolutions %#S& is an '# consulting company that speciali(es in the development of analytics and data

management solutions that support and optimi(e business operations! #S is a certified partner of SA), Cisco, *), '+M

and other companies with epertise in a wide range of development framewor-s and technologies!

1.& 'usiness (oals

)roduct "uality and customer satisfaction are -ey to GLOCO.s business success! As such, its eecutive staff reali(es that

the following issues must be addressed/

0! *igh occurrence of unscheduled maintenance due to incorrect forecast of time to live %##L& of e"uipment and

parts!

1! *igh mean2time for help des- and field technicians to resolve customer problems!

3! Low visibility for sales and upper management on customer problems, suggestions and re"uests!

! Low visibility for product defects, usability issues, and customer re"uests in product development!

4! Lac- of data analysis of customer complaints, suggestions and re"uests!

't is clear to GLOCO management that they have the data to mitigate the issues addressed above5 however, the data isde2centrali(ed across various systems, and therefore, don.t lend the data to correlation or analysis! #his leads to

challenges not only in terms of obtaining access to the data, but on how to present the data in a way that enables GLOCO

to discover and gain meaningful insights!

1.) Pro$ose* Solution+

GLOCO, through #$AMSolutions, has decided to initiate an analytics pro6ect to consolidate and analy(e various

structured and unstructured data sources from select GLOCO business units! #he goal of the pro6ect is to create a

platform that would provide GLOCO users with real time access to correlation and analysis of GLOCO data! #he primary

areas that will be focused on for this pro6ect will be the following/

0! )roviding on2site technicians with real2time access to issues and solution information to facilitate faste

resolution of product issues!

1! )roviding proactive analysis of user complaints in terms of product issues, patches, and recalls fre"uency!

3! )roviding a means to analy(e unstructured data from business units such as complaints resolution

maintenance reports, -nowledge bases, product documentation, and "uality assurance reports!

! )roviding help des- with an easily searchable central repository of correlated information to assist with

product and issue in"uiries!

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! )roviding visibility to various business units regarding customer complaints and issues in order to facilitate

better product development and enhancements!

#he solution that will be implemented is a custom analytics application that is founded on the following technologies/

0! SA) *A7A Appliance %in2memory database and analytics engine&

1! SA) *A7A Studio %data modeling and management tool&

3! 8 analytics engine and tet mining pac-ages

! 9ava2based middleware

4! :le based user interface %browser and mobile support&

;! Crystal 8eports 8eporting


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Part 1 - 'usiness ,euire#ent

2.1 'usiness !ontet+

GLOCO.s management has several use2cases where the lac- of analysis of the available information related to

product problems has impacted business! #he following table has use2cases and how information analysis could have

improved the decision ma-ing process/

Use Case (As-Is) Improvement with Data Analysis (To-Be)

GLOCO is in a very competitive mar-et with low profitmargins and any e"uipment recalls or parts replacementcan 6eopardi(e the profitability of product lines! Aneample is a recent large scale recall for GLOCOS>sGL3??? @ital Signs Monitor that is sold in large scale for

use on $MS ambulances, started having intermittentfailures! #he product error was caused by a malfunctionin the US+ port where one of the electronic componentshad to be replaced by the brand used on GL14??! Afterfurther analysis of the returned devices, the lab personnelfound out that the problem was happening when devicewas eposed to low temperatures!

A better analysis of user complaints would have shown theregions where the problems were happening with theGL3??? @ital Signs Monitor, and given a clue that it was atemperature related problem! #he additional informationcould have reduced the si(e of the recall and speed up lab

investigations, resolution and assembly line update!

GLOCO maintenance contracts guarantee a steadyrevenue and ecellent margin, but unscheduledmaintenance caused by e"uipment failure reduces themargin with the need to re2route technical personnel aswell as partscomponents replacement before the

estimated ##L! Unscheduled maintenance also meanse"uipment down time, which is critical for medicale"uipment in clinics and hospitals, as they normally donot have bac-up!GLOCO -nows that most of unscheduled maintenance iscaused by operation error or wrong component ##Lestimates, but there is not a process in place forcomplaintssupport case analysis that could triggerproactive maintenance!

Collection of complaint information including unstructureddata li-e tet, correlation of data and ran-ing customercomplaints by the potential severity and probability of ris-would help with proactive maintenance!

Unscheduled maintenancefies are ta-ing too long!Maintenance time adds overall costs and e"uipmentdown time! #he main 6ustification from technicians for the

high maintenance time is lac- of information! #he accessto GLOCO.s system from remote locations is slow and itis hard to find the information they need!

#echnicians would be able to resolve problem in the fieldmuch faster with real time access of correlated informationfrom complaints resolution, maintenance reports,

-nowledge bases, product documentation and "ualityassurance reports!

GLOCO.s help des- and internal sales re"uires high levelof epertise! GLOCO sells medical e"uipment, suppliesand services, and the help des- needs to be more-nowledgeable about medical terminology used by itscustomers!#he high level of epertise translates on higher salariesand GLOCO management is loo-ing for ways to reduce

*elp des- and internal sales re"uired level of epertisecould be downgraded if answer for re"uests could beeasily searchable from a central repository with correlatedinformation from complaints, suggestions, in"uires forproduct and services availability! Most of the re"uiredinformation is not recorded by help des- or salesrepresentatives because it comes in an unstructured

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personnel cost by 0?B! format li-e tet or voice! Saving and analy(ingcorrelatingunstructured data will ma-e easy for help des- andinternal sales to support customer re"uests!

Gloco.s *elp =es-, Sales and :ield technicians haveinformation about product problems, product and feature

suggestions and well as in"uiries for products thatcustomers would be interested in buying! All thisinformation is not consolidate and correlated and end upnever reaching product development!

Correlation of complaint information as well as data from*elp =es-, internal sales and field technicians, would be

-ey for development of new products and enhancement ofeisting product!Analysis of the eisting information would be helpful inprioriti(ing the company resources, e!g!, what newproducts or features would maimi(e investments!

GLOCO has high volume of customer service complaintsand the resolution time of trouble tic-ets are ta-ing toolong! GLOCO would li-e to reduce the average customerresolution time!

*elp =es- would be able to resolve problems and respondto in"uiries much faster with real time access of correlatedinformation from complaints resolution, maintenancereports, -nowledge bases, product documentation and"uality assurance reports

Sales and mar-eting teams have low visibility ofcustomer problems, complaints and suggestions! 't hasno visibility on how product development correlates withcustomer information!

Sales would have full visibility of customer problems,complaints and suggestions and how it correlates withproduct development! #he information will help new sales,up2sale and maintenance contract negotiations!

#he information re"uired for analysis is available in different GLOCO databases, documents and spreadsheets! Most of

the data is unstructured and not used to provide business information!

:igures 0 and 1 shows the business process/ As2's, and #o2+e after the information is consolidated and available for

analysis/

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Figure 1+ As-Is 'usiness Pro!ess+

Figure 2+ To-'e 'usiness Pro!ess

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2.2 ,euire* Fun!tionality

+ased on discussions with GLOCO management and analysis of the business problems, the functionalities identified as

re"uirements for the solution are/ Analytics, =ata Management, User 'nterface, )erformance, Security, and =eployment!

hat follows is a brea-down of the specific functionalities for each area that address or support the various business

problems and proposed process changes!

Analytics :unctionality

0! Solution is re"uired to provide a list of possible root cause of product issues!

1! Solution is re"uired to support correlation and analysis of data provided by field technicians, and provides a

list of recommended solutions for a product issue!

3! Solution is re"uired to provide correlation between complaints and onsite field technician information!

! Solution is re"uired to provide real time analyses of product problems to speed up the resolution of problems

via help des- and field technicians!

4! Solution is re"uired to provide most common critical issues and danger probabilities!;! Solution is re"uired to identify trends in products and product issues!

E! Solution is re"uired to process transactional and analytical wor-loads %OLA) and OL#)&!

=ata Management :unctionality

0! Solution is re"uired to have integration capabilities for multiple types of data sources!1! Solution is re"uired to map, transform and load etracts from multiple sources, including structured %database

spreadsheets& and unstructured data %free2form tet&!

3! Solution is re"uired to have integrated tool for data modeling!

! Solution is re"uired to store and analy(e large volumes of data! 'nitial estimate is 3#+!

User 'nterface :eatures

0! Solutions user interface re"uired to be accessible via Mac, )Cs and Mobile =evices!

1! Solution is re"uired to include reports with rich graphs!

3! Solution is re"uired to include eecutive dashboards for data visuali(ation!

)erformance

0! Solution is re"uired to generate search results in real time!

1! Solution is re"uired to generate reports in almost real time!

Security

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0! Solution is re"uired to include user authentication and authori(ation controlled by GLOCO.s security directory

infrastructure!

1! Solution is re"uired to maintain an audit trail for activities conducted within the system!

=eployment

0! Solution is re"uired to support modular deployment with easy epansion!

2.& 'usiness 'ene%it usti%i!ation

Project Implementation Budet !"#"$%#%%%

*ardware and Appliances F34?,???

Software Licensing F3D! )rovide critical information for product research and development!

Bene&its &rom Implementation !'#$#%%%

8educe first level *elp =es- cost %0?B& F43;,???

8educe unscheduled maintenance %34B& F0,???,???

8educe time for on2site problem resolution %4?B& F;1?,???

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8educe patches and recalls %from 3 per year to 0& F3,???,???

'ncrease Sales %?!4B over 0?B of product line& F1,4??,???

2.) Su!!ess Metri!s

+ased on the proposed solution and proposed process changes, a list of success parameters was identified/

+usiness 'mpact Metric +aseline Goal %first year&

8educe onsite resolution time for unscheduledproduct issues

; hours 3 hours

8educe unscheduled maintenance re"uests 0??? onsite cases


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Part 2+ Te!hni!al S$e!i%i!ation an* Prototy$e

&.1 Ar!hite!tural A$$roa!h#his section addresses the architectural approach to implementing the proposed solution! 'n addition, it will address the

re"uirements identified in part 0 of the proposal! 't also goes into detail on the software and hardware configuration

re"uired to successfully deploy the solution!

:igure 3 represents the mapping between the business process and the proposed analytics solution! #he main processes

illustrated are/ data collection, data analysis, and business intelligence! #hese processes are mapped with the new

systems in the proposed analytics solution as well as the current system in place!

Figure &+ 'usiness $ro!ess an* analyti!s solution

Legend:

(1) Data from various BU* is imported to HANA database.

(2) Consolidated data is used for analytis.

(!) Data analysis is onduted usin" HANA and #.

($) Data analysis results are transmitted to U%.

(&) #esults are displayed to BU users.

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*Business Units (BU) ' Help Des ervie+upport ales ,aretin" -rodut Development uality Assurane

&.1 Data Colle!tion

#he process of data collection is supported through replication of the data stores identified in the +usiness Units %+U& of

GLOCO! #he data from the +Us will be eported through SA) *A7A data management features! All data is then

federated in SA) *A7A in memory database infrastructure!

&.2 Data Analysis

#he process of data analysis is supported by SA) *A7A.s built2in analytics capabilities and integration with the 8

software environment! Consolidated +U data from the SA) *A7A in memory database is processed through the analytics

algorithms and pac-ages supported by SA) *A7A and 8! #his is done to create, transform, and model data in order to

highlight useful information, suggest conclusions, and supporting decision ma-ing!

&.& 'usiness Intelligen!e

'nformation from the data analysis layer is presented to the user interface through a fle driven web server! User

interfaces providing results and visuali(ations will allow users from various business units as well as employees who are

onsite with clients to access analysis generated from the system and utili(e them to gain insights and strategies based on

the topic or problem they are currently wor-ing on!

&.) Ma$$ing /usiness reuire#ents to solution+

#his section addresses the mapping of the re"uirements, i!e!, functional, data management, user interface, performance,

security, and deployment, to the approach aimed at satisfying these re"uirements!

unctional *e+uirements (rom Part ,) Approach (application# components# sites and services)

Correlation and Analyses

Solution must be able to provide thefollowing functionality/ %i& Assist in earlydetection of product errors in productionline5 %ii& Analy(e and correlate dataprovided by field technicians, andrecommend best possible solution5 %iiirac- on complaints in correlation withonsite field technician information5 %iv&)rovide most common critical issues byproduct, and their failure probabilities5 %v&'dentify trends in product malfunctions5 and%vi& Correlate customer enhancementre"uest to assist in prioriti(ing productenhancements and updates!

:or the analytics functional re"uirements, the proposed solution will utili(e the *A7Atet engine and 8 libraries that are embedded in *A7A and can be invo-ed on SLscripts!

#he analytics layer will support various analytics algorithms such as association,clustering and tet mining algorithms! Specific 8 scripts will be created and customi(edto generate views and interfaces that will provide results that identify root cause,recommended solutions, complaint correlation, danger probabilities, trends and featureenhancements!

Solution must provide real time analytics! #he proposed solution will utili(e the SA) *A7A in2memory database to facilitate realtime analytics on column based store that in2memory computing ma-es possible!

Solution must have the capability to do fastcorrelation and analysis of unstructureddata %tet and voice to tet&!

#he proposed solution will utili(e SA) *A7A.s built in features that facilitate the eportand management of unstructured data! Several features that would facilitate this are/%i& Upload of various unstructured formats such as )=:,=OC,*#ML and )lain tet to a+LO+ field in a *A7A =+5 %ii& A #et $ngine module supports various tet indeingand search abilities, such as eact search for words and phrases5 %iii& A Linguisticsearch feature that finds variations of words based on linguistic rules5 %iv& A :u((y

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search feature that allows for direct searching of various types of unstructured dataloaded to *A7A5 %v& :ederated search feature that supports searching across multipletables and views5 and %vi& SA) *A7A supports full integration with 8 for statistical andtet analysis!

Solution must have the capability toprocess transactional and analyticalwor-loads using OLA) and OL#)!

#he proposed solution will utili(e SA) *A7A to enable real2time online applicationprocessing %OLA)& analysis an online transaction processing %OL#)& due to both row2based and column2based store engines in *A7A!

Data anaement *e+uirements

At a minimum, the solution must be able tointegrate with the enterprise databases,email systems, tet documents andtranscribed voice data! 'n addition, it mustbe able to etract structured %database,spreadsheets, etc!& and unstructured data%free2form tet& from multiple sources!

#he proposed solution will utili(e SA) *A7A to leverage its various data import %andeport& capabilities! More specifically, these following features will be utili(ed/ %i& $portand 'mport feature in *A7A Studio5 %ii& Support of O=+C and 9=+C to connect tovarious data sources5 %iii& in2line SL support for importing various free2form tetformats to +LO+ columns5 and %iv& :ederated search capabilities that feeds "ueriesout into other engines which in turn search multiple data sources!

Solution must be able to epand modularly #he proposed solution will be utili(ing SA) *A7A.s scale out approach! #his will allowfor the creation of multi2nodes networ-ed together! #his enables support for larger

SA) *A7A memory si(es simply by adding compute nodes!

Solution must have integrated tool for datamodeling!

#he proposed solution will utili(e SA) *A7A Studio as the data modeling tool! #heSA) *A7A studio is a collection of applications for the SA) *A7A appliance software!#he :unctionalities include/ %i& Managing the SA) *A7A database5 %ii& Creating andManaging User Authori(ations5 %iii& Creating new or Modifying eisting Models of datain the SA) *A7A database5 and %iv& Accessing local or remote SA) *A7A databases!

Solution must be able to store and analy(elarge volumes of data

#he proposed solution will be able to process at least terabytes of data! *A7Aemploys a scale2out architecture that allows it to epand the database beyond thesingle2server boundary! #he memory across all nodes in the cluster will be usable asa single pool and thus technically, can be epanded to accommodate as much data asre"uired! 'n addition, #he solution can epect a compression rate of up to 0? times dueto column2based store that increases the li-elihood of similar ad6acent data and large

volume of tet +LO+ fields!

User Inter&ace

Solutions user interface must be accessiblevia Mac, )Cs and Mobile =evices %iOS andAndroid&!

#he proposed solution will provide the following user interface options/ %i& Utili(e a webbased client that will be designed to support ma6or browsers such as '$, :ire:o andSafari5 %ii& Utili(e a mobile version of the interface %could be the same& to allow foraccess to iOS and Android mobile devices5 %iii& Utili(e SA) *A7As built2in lightweightapplication server that can communicate via 9SO7 which can be subse"uently read byany web application scripting language

Solution must allow easy creation of reportswith rich graphs, to include eecutivedashboards and data visuali(ation!

#he proposed solution will have the following features to generate graphs/ %i& Graphiclibraries supported by various web scripting languages %e!g! :lash, 9ava, )*)& togenerate graphics through the front end interface5 %ii& +uilt2in visuali(ation capabilities

of the analytics layer using 8 scripts5 and %iii& Customi(ed dashboards based on thefunctionality needed per department via a custom frontend or through the analyticslayer!

Per&ormance

Solution must be able to generate searchresults in real2time and generate reportclose to real2time!

#he proposed solution will be leveraging SA) *A7As in2memory features to providereal2time search and almost real2time reporting!

.ecurity

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Solution must be able to integrate intoGLOCO.s active directory %A=&infrastructure!

#he proposed solution will utili(e A= integration with *A7A =+! Security and rolebased permissions are managed by the Authori(ation Manager in *A7A =+ butauthentication can be delegated to an eternal provider such as the L=A) directory!

Solution must maintain an audit trail foractivities conducted within the system!

#he proposed solution will be utili(ing the following approach for creating audit trails forthe system/ %i& Utili(e SA) *A7A.s built2in audit policies and audit trail capabilities!SA) *A7A currently utili(es a syslog protocol to send and store audit events to aspecified location5 and %ii& Custom applications that will be created on top of SA)*A7A or the analytics layer will support auditing for access and transactional events!

Solutions coding standards must followindustry best practices %e!g! OAS)&

#he following security best practice approaches will be utili(ed/ %i& 'n2house securityeperts will be assigned to review the security architecture of the solution5 %ii& Allcustom application developed will strictly adhere to security best practices %e!g!OAS)&5 and %iii& #he proposed solution will include a vulnerability assessment and apenetration testing in various development points in the pro6ect

Deployment

Solution must support modular deploymentwith easy epansion!

#he proposed solution will be utili(ing SA) *A7A.s scale out approach! #his approachwill allow the organi(ation to create multi2nodes that are networ-ed together! #hisenables support for larger SA) *A7A memory si(es simply by adding computer

nodes!

Solution must support fast deployment ofhardware and software!

#he solution will be utili(ing SA) *A7A appliances to facilitate ease of deployment!

&. So%tare solution

SA) *A7A replication services will collect data from several enterprise data sources! #he replication scripts will populate

data based on pre2defined data models and fre"uency! Scripts to load unstructured data from documents will use 9=+C

to load the tet to a +LO+ column in a column table!

Most of the solution is based on analysis of unstructured data loaded in memory and using the SA) *A7A embedded tetengine that supports tet search features, such as fu((y or phrase search! #o enhance the tet analysis, the solution will

use 8, which is embedded in SA) *A7A!

Several algorithms provided by the SA) *A7A search engine and embedded 8 will be used in the solution, here are

some eamples/

0! #he initial searches in the application will use the fu((y search algorithm available in the *A7A tet engine,

calculating the fu((y score for each string! #he score range from ? 20?, and only records that meet the

minimum defined score will be displayed!

&! #ree maps with tet association will be done using 8 with apriori algorithm, with steps li-e/6i7 Store the data ina corpus %similar to an array&5 6ii7 8emove additional white space and convert the characters to lowercase>

6iii7 8emove HstopI words %common words li-e a, the, are& using the Snowball library> 6iv7 Use a natural

language processor %7L)& to etract the phrases> 6v7 Use apriori algorithm to retrieve the fre"uency of the

phrases> an, 6vi7 Output the results

#he user interface will be browser based and will be written in :le! #he :le front end in turn will connect to the

middleware using +la(e=S! #his process will allow fle and the bac-2end to echange messages in real2time!

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#he middleware will be written in 9ava and will be hosted on a #omcat server! #his will mainly be used as an interface to

call procedures in SA) *A7A, but most of the application logic will be in *A7A procedures with embedded 8, li-e

described previously! #he solution will also have Crystal reports integrated with :le to facilitate the display and creation

of reports! All the data modeling, administration, and monitoring of the SA) *A7A environment will be done via SA)

*A7A studio, which is part of SA) *A7A license! :or user management, the *A7A studio will be integrated to Microsoft

Active =irectory!

All the :le and 9ava development will be done by a 3rd party partner that has a strong relationship with SA) and has

implemented similar solutions in other customers

=uring the software architecture design, several other options were considered, including the use of a commercial

software pac-age integrated to SA) *A7A li-e Spot:ire or SA) +usiness Ob6ects! #he decision to develop the solution,

even though the above pac-ages offer broader and richer features, was chosen because the alternatives would havere"uired etensive programmingcustomi(ation to implement the tet mining re"uirements! #he pac-ages also have

several problems with integration and proper use of the SA) *A7A calculation engine that can eecute operations in

parallel!

Figure )+ So%tare Ar!hite!ture

&. 3ser Inter%a!e Dash/oar* 4Fle5

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Adobe :le is a development -it that is used to build 8ich 'nternet applications %8'As& that have functionality and features

of des-top application! :le is chosen due its performance, product maturity, and robust tooling! :le framewor- will be

used to build the front2end of the dashboard for mobile and web users! :le and the middleware interact with each other

using a remote data service called +la(e=S! +la(e=S transmit binary data over *##), which improve performance over

tet2based protocols due to less overhead!

&.6 , E#/e**e* So%tare En"iron#ent

8 is an open source programming language and software environment for statistical computing! Among the statistical

pac-ages of 8 include robust data analysis capabilities including multiple tet mining pac-ages! #hese tet mining

pac-ages facilitates comple tet analysis and visuali(ation functions of both structured and unstructured data!

#he close integration between 8 and *A7A allows 8.s advanced data and tet analysis capabilities to be leveraged in the

fast in2memory environment and data structures of *A7A! SA) *A7A database allows 8 code to be processed in2line as

part of the overall "uery eecution plan! #his ma-es it possible for developers to embed actual 8 code %e!g! for tet

analysis& in SLScript %SA) *A7A.s etension of SL&! SA) has specifically created this integrated environment so

users of *A7A can generate comple statistical and tet based analysis while leveraging the benefits of in2memory

computing and storage!

&.7 The SAP HANA *ata/ase+

SA) *A7A %*igh2)erformance Analytic Appliance& is a data source independent in2memory database that combines SA)

software and certified hardware components into an appliance

SA) *A7A is not 6ust a standard database loaded in memory for fast access! 'n general, database management systems

are either good for transaction wor-load or analytical wor-load, but not both! hen both are need, the wor-load is

normally separated in different databases %OLA) and OL#)& with data getting etracted from the transactional =+,

transformed and loaded in the data warehouse database for OLA)!

SA) *A7A has a hybrid structure with two engines within the same =+MS for/

0! 8ow2based store! Similar to traditional OL#) databases that stores relational data in rows! #he recommendation

is to use row store for tables with small number of rows, with many selects and updates of a single records, with

columns containing two many distinct values or when aggregation and fast searches are not a re"uirement!

1! Column2based store! Similar to data2warehouses databases that store relational data in columns! Column store

should be used when calculations are eecuted in a single or few columns, when table has large number of

columns, when columns have few distinct values, when tables have large volume of rows and columns processing

is re"uired %li-e for aggregations&!

User can specify whether the table is to be stored by column or row! SA) *A7A column2based store adds other benefits

li-e/

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0! *igh data compression rate because a column2based store is more li-ely to have the same value in contiguous

memory! =ata compression also increases speed with more data loaded to C)U cache! Another interesting point

is that *A7A is aware of compression and uses it to speed up operations li-e aggregation and scan!

1! Column2bases store ma-es parallel processing easier! #he columns relevant to a "uery can be divided in subsets

and operations eecuted in parallel! 'f different columns need to be searched or aggregated, it can be done in

difference processor core! Columns can also split in section to be processes by different cores!

SA) *A7A has a calculation engine that allows calculation to be done in the database without moving the data to the

application layer for processing, and also provides a tet search engine for tet indeing and search capabilities, including

eact search for words and phrases, linguistic and fu((y searches!

A common problem with in memory database is how to persist the data in case of power loss! SA) *A7A -eeps a log in

non2volatile memory for all changes made in the data and every committed transaction creates an entry in the log! At the

same time SA) *A7A stores changed pages in Hsave pointsI and they are saved in non2volatile store every 4 minutes!#he combination of log and asynchronous Hsave pointsI allows SA) *A7A to recover the data in case of power loss and

meet the durability re"uirement of =+MS AC'= (atomicity, consistency, isolation and durability& where the other three

re"uirements are not affected by the database being in2memory!

SA) *A7A studio is part of the *A7A solution and contains a collection of tools for database administrators and

developers to manage data and monitor the *A7A database! 't runs on the $clipse platform and has a uniform user

interface for all the tools! #he main applications in *A7A studio are/6i7Administration console! 't allows the monitoring

and administration of one or more *A7A databases! 't includes user management, bac-up and recovery, configuration

changes, performance information and troubleshooting5 %ii& 'nformation Modeler! 't allows users to create new and modify

eisting models of data! 't allows the creation of attribute, analytical and calculation views5 and %iii& Lifecycle management!'t allows automated updates of the *A7A software!

Figure + HANA Stu*io

&.10 SAP HANA A$$lian!e+

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SA) is agnostic about hardware vendor but the *A7A hardware solution must to be certified by SA) and the vendors that

have certified version are Cisco, '+M, *), :u6itsu, *itachi and 7$C! SA) defines standard si(es that need to be matched

by the hardware vendors! A SA) *A7A hardware configuration has the following components/

.erver/ 'ntel estmere $J with up to D C)Us and D? cores!

emory/ 01DG+ per C)U of 8AM, D C)Us and D? cores to a maimum of 0#+ of 8AM

ast /o storae/ normally :usion2io io=rive =uo! Same si(e as 8AM =is- storage, SAS direct storage or networ-

storage depending on the configuration!

#he SA) *A7A appliance is limited to the certified hardware vendors, and our selection too- in consideration price for

different si(es of appliance %401G+, 0#+, 1#+, #+, D #+&, prices for upgrades from 0 #+ to 1 #+ and to D #+, disaster

recovery plans, maintenance costs, monitoring and automation capabilities, storage solution!

'n general hardware prices are compatible and we selected Cisco as the appliance vendor because Cisco has no

competitive conflict with SA), unli-e *) and '+M, Gloco.s networ- is based on Cisco devices and a partnership is alreadyin place, and Cisco solution includes HCisco 'ntelligent Automation for SA) *A7AI that is a SA) certified tool for

monitoring and automation of operations and problem resolution!

Figure + SAP HANA a$$lian!e

&.11 SAP HANA ,e$li!ation+

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=ata from multiple data sources will be loaded in SA) *A7A! 8eplication can be manage directly from SA) *A7A Studio

using SA) Landscape #ransformation 8eplication %#his is simple solution to retrieve the data from the non2*A7A

databases& Supports O=+C, 9=+C, M=J Scheduled, Manual, or 8eal #ime 8eplication SA) *A7A supports flat file,

ecel type files, tet type files, etc!, that can be used by *A7A Studio for documentation!

Figure 6+ SAP HANA ,e$li!ation 8o/s

&.12 Integration ith eisting enter$rise a$$li!ations

'ntegration of GLOCO.s eb Applications with #$AMSolutions includes three -ey areas/ =ata 8eplication,

Authentication and User 'nterface!

SAP HANA Data Replication ServerK=ata from multiple data sources, e!g! GLOCO +U =atabases and files, will be

loaded in SA) *A7A in2memory database with the use of SA) *A7A =ata 8eplication Server!

Single Sign-onK#$AMSolutions provides Single Sign2On capabilities that will enable GLOCO to integrate with chosen

authentication mechanism! Single Sign2On allows GLOCO users to seamlessly log into #$AMSolutions Server based

on a shared login mechanism and 'd! Supported authentication mechanisms include Lightweight =irectory Access

)rotocol %L=A)&, Active =irectory, 9ava Authentication and Authori(ation Service %9AAS&!User Interface Themes/SkinsK#$AMSolutions application can be customi(ed to match the loo- and feel of GLOCO

eb applications and allow for rebranding of user interface! #his is accomplished through the use of CSS based themes,

which allow for a set of changes to be pac-aged together in one view!

HTTP APIsKAccessing to #$AMSolutions Analytics reports and dashboards can be called via *##) and embedded

into GLOCO eb applications using i:rames! #here are a few different integration scenarios that can be accomplished

with following mechanisms/6i7 Using U8L parameters %6username, 6password& authentication can be s-ipped allowing

for the login screen to be s-ipped5 %ii& Using U8L with type parameter to indicate the type of report element to display5 and

%iii& Using plain U8L to load up only a dashboard!

We Services APIsK#$AMSolutions provides SOA) and 8$S# eb Services A)'s allowing for different componentsof the applications to be integrated into GLOCO eb applications! #his includes the repository services, scheduling

services, domain services and administrative services! eb Services re"uests are authenticated using Spring Security

and can be configured to use *##)S!

!etricsKApplication will publish metrics li-e response time, parallel access, and number of accesses!

Part & - I#$le#entation Plan


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#he success of the SA) *A7A deployment depends on the effective planning of the pro6ect with all the appropriate

GLOCO sta-eholders! #his includes identifying business unit representatives, system administrators, developers,

database administrators, etc! #he table below identifies all the GLOCO personnel that must parta-e on the pro6ect

deployment, along with their contribution to the pro6ect!

*ole *esponsi0ility

Chief 'nformation Officer %C'O& Gain acceptance from GLOCO senior management for the pro6ect, and approve itsfunding!

+usiness Unit 8epresentatives 'dentify the +U data to be replicated to *A7A

)ro6ect Manager Manage the pro6ect tas-s, guard against scope2creep, provide status reports toC'O, and ensure that the pro6ect is completed within the identified budget!

$nterprise Architect Assist with ensuring that the solution remains closely aligned with GLOCO.s '#strategic goals

+usiness Analyst Assist with the business wor-2flow of the application

Software =eveloper =evelop the applications re"uired for the pro6ect

uality Assurance $ngineer $nsure that functional testing is performed on the solution prior to deployment toproduction environment!

Security Architect )erform a Security 8is- Assessment on the application and ensure thatvulnerabilities are fied andor ensure that senior management accepts the ris- forunmitigated vulnerabilities!

System Administrator $nsure that the re"uired hardware and operating systems are built to specif ication!'n addition, the administrator with assist with the implementation of Single Sign2Onwith Microsoft Active =irectory!

7etwor- $ngineer $nsure that the application is networ-ed to the GLOCO infrastructure!

=atabase Administrator 'dentify the database tables to be replicated to *A7A, and assist with theimplementation

).1 Solution De"elo$#ent9De$loy#ent+

#he scope of this pro6ect is limited to the following areas/ %i& develop a user interface %U'& that will be accessible via mobile

devices, e!g!, tablets, android handsets, ')A=s, etc!, and traditional application using browsers! #his U' will be used by

field technicians, helpdes- representatives, sales representatives, product development and upper management5 %ii&

integrate the system user.s Microsoft Active directory credentials to the application via Single Sign2On technology5 %iii&

integrate the U' with a *A7A bac-2end, and ensure that information is presented to the user in real2time5 %iv& replicated

+U data to *A7A database5 and %v& implement a reporting feature into the application!

#he U' =ashboard, U' reports, 9ava middleware , *A7A SLScripts and 8 scripts will be developed by a 3rd party

partner!

'n order to effectively develop the solution in an orderly manner, a pro6ect plan must be created! #he pro6ect plan identifies

the re"uired deliverables to successfully complete the pro6ect!

&"


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Figure 7+ Pro8e!t Plan

#he following table has the list of deliverables epected per tas- in the pro6ect plan/

Tas1 Delivera0le

*ana Appliance%softwarehardware&

Appliance specification and order *A7A #est=ev environments plan *A7A Appliance installation and configuration plan *A7A Appliance training plan

Crystal 8eports Crystal 8eports order %Crystal will be embedded on :L$J for canned reports, so installand configuration will be done by the development group!

=ata Modeling =ata modeling schema

#est )lan Solution integration test plan :eatures test )lan

*ana Appliance'nstallationConfiguration#raining

*A7A appliance installed and configured *A7A training completed

#est $nvironment *ana =ev#est environments configured

&&


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#est =ata for =evelopment #est data loaded in the devtest environment

=ocumentation repositoryreview

=ocumentation reorgani(ation and common repository defined and loaded!

=ata :ederation phase 0 *A7A replication scripts and 6obs for Application =evelopment phase 0 Load =ata in the *A7A test environment

=ata :ederation phase 1 *A7A replication scripts and 6obs Load =ata in the *ana test environment

Application =evelopment)hase 0

:eatures, including development and $/N U' framewor-N Middleware :ramewor-N *ana SLScript framewor-N Crystal 8eport integrationN 'nitial use case from bac-log li-e most common issues per type and model with

fu((y search for issues

:eature test cases eecution results

=emo :eedbac- 8eview)hase 0

)hase 0 demo to sta-eholders :eedbac- triage and application phase 1 plan review


2 :eatures, including development and $/3 Additional use cases from bac-log li-e/

4 Search criteria including date, location and customer type4 =rill down to root cause most relevant solutions %heat map& for basic

criteria li-e type and model!

4 'ssues per customer analysis4 Searches including various document types!

3 4 8eports3 Login interface3 Mobile interface

2 :eature test cases eecution results

=emo :eedbac- 8eview

)hase 1

)hase 1 demo to sta-eholders

:eedbac- triage and application phase 3 plan review

Solution Acceptance #ests 0 Solution test cases eecution results %features from phases 0 and 1& Sta-eholders signoff

Gloco Security $valuation )artial Security acceptance report and signoff


' :eatures, including development and $/a Additional use cases from bac-log li-e/

i Additional drill down to root cause most relevant solutions %heat map&for advanced criteria!

ii 'dentify failure probability per type and modeliii Search any string and show documents per relevance with matched

information highlighted

iv Advanced search algorithmsv =rill down on problem per customer!

b 4 8eport'' :eature test cases eecution results

=emo :eedbac- 8eview)hase 3

)hase 3 demo to sta-eholders :eedbac- triage and application phase plan review

Application =evelopment)hase

:eatures, including development and $/a Additional use cases from bac-log li-e/

=rill down on issues per location

&)


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User management %authori(ation& Geographic map %regional visuali(ation& for issues 2 cluster and heat

maps

Autocomplete on searches *elp des- can searches to get related terms to details *eat map for medical terms

N 8eportsN )ublish application metrics! :eature test cases eecution results

=emo :eedbac- 8eview)hase

)hase demo to sta-eholders :eedbac- triage and application phase 3 plan review

Application =evelopment:inal

:eatures added to bac-log during demostestsreviews #est cases updated with additional features :eature test cases eecution results

=emo :eedbac- 8eview 2:inal

:inal demo to sta-eholders

:eedbac- triage and application phase 3 plan review

*elp =es- Application'ntegration

2 'ntegration with help des- application implemented

:ield #echnician ApplicationUpdate

0 Update field technician application to allow data load in *A7A!

Application 8egression #ests 8egression test cases eecution results! 't includes $ tests of all application features!

Solution Acceptance #ests 1 Solution acceptance test cases eecution results %all features and integration& Sta-eholders signoff

Gloco Security $valuation :inal Security acceptance report and signoff

Solution #raining ClassLab training and online training %recordings&!

Go )roduction :inal pro6ect signoff

Updated solution specification Source code $scrow

Figure :+ Pro8e!t Milestones

).2 ,is; Manage#ent+

#he 8is- Management process documents the ris- mitigation strategy for the system! #his is not to be confused with a8is- Assessment, which primarily deals with vulnerabilities to the system! #he 8is- Management )lan deals more withbusiness related ris- associated with the system! #he following are the business ris-s associated with the developmentand deployment of the *A7A solution!

&4


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or operating systemhardware5 and %iii& any type of maintenance to the system! 'n addition, all changes, regardless of

whether change management was involved or not, must have a corresponding change order in the GLOCO tic-eting

system!

).&.2 A$$li!ation Su$$ort an* Har*are Maintenan!e

Application support will be provided by #S through an application support and service contract with GLOCO! #he

following support functions will be provided/6i7 )atches and updates to the User 'nterface, Middleware, 8eplication

Scripts, and the *A7A database5 %ii& Addressing of any application trouble tic-ets pertaining to the components above5

and %iii& Monitoring and maintenance of critical integration and data replication scripts!

Any new enhancements and functionalities re"uested by GLOCO outside of the original re"uirements will be addressed in

a case to case basis as part of a support contract ad6ustment!

*ardware maintenance will be handled through a support contract with the hardware vendor!

All changes stemming from application support and hardware maintenance activities will go through the Change

Management +oard!

).&.& 3ser Ena/le#ent+

$very development phase will have a demo to sta-eholders! :eedbac-s and enhancement re"uests will be included in the

bac-log and addressed in the new development phases iterations! #he pro6ect plan includes two solution acceptance

phases for sta-eholder to validate and approve the solution!

#raining will be addressed in the following manner/ %i& the System Administrators will be trained on *A7A appliance

installation and maintenance to effectively administer the *A7A infrastructure! 'n addition, the =atabase administratorswill be trained on SA) *A7A Studio5 %ii& 'n2class training sessions will be conducted for all the end users, i!e!, :ield

#echnicians, *elp =es- 8epresentatives, )roduct =evelopment, Sales 8epresentatives and Managers! %iii& @ideo tapings

of these courses will be made available to the systems users through the GLOCO internal website, in the event that users

may re"uire refresher training!

Access to the system is tied into GLOCO.s Microsoft Active =irectory domain using Single Sign2On5 however, access is

granted through the GLOCO *elp =es-! )rior to receiving access, the re"uesting user must first have written

authori(ation from his or her manager!

).) Su!!ess Metri!s

#he success of the pro6ect will be determined by grading the success criteria identified in )art one of this document! 'n the

table below, the last column on the right represents that grading of the success criteria after one year of the system being

operational!

Business Impact etric 6oal ethod

&0


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8educe onsite resolution time forunscheduled product issues

3 hours 8eport from eisting On2site application that measurestime spent on issue resolution!

8educe unscheduled maintenancere"uests


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.0 A!;nole*ge#ent

TEAM4Solutions woul, like to thank the tireless sta(( o( 'SMT E.#> %ore speci(ically? Zoya @instler?

Takayuki 'i,a? *o ittstein? Je(( +arker? an, Alvaro Galin,o (ro% SA+ (or %aking our Harvar, E$tension

School e$perience whole? as we co%plete the capstone o( the 'n(or%ation Technology? 'n(or%ation

Manage%ent Syste%s ABM ,egree!

&9


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.0 ,e%eren!es+

Massimo )e((ini, =aniel Sholler, SA) #hrows =own the 7et2Generation Architecture Gauntlet ith *A7A,Gartner 8esearch, 03 October 1?00

8oane $d6lali, =onald :einberg, hat C'Os 7eed to Pnow About 'n2Memory =atabase ManagementSystems, Gartner 8esearch, D September 1?00

8oane $d6lali, =onald :einberg, ho>s ho in 'n2Memory =+MSs, Gartner 8esearch, 0? September 1?01

SA) mar-et place website and public web sites/ http/www!sap!comsolutionstechnologyin2memory2computing2platformhanaoverviewinde!ep

http/www!sap!comassetinde!epQidRcaEe??


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Appendi 0/ Solution demonstration/

.tep ,;An on2site field technician was called by a client hospital to fi a much used but relatively old

ultrasound machine, model number Medison 8;, in the O+2G7$ department! hen the technician arrived,

the only indication of the problem is a cryptic flashing H$88O8 CO=$ 4?I tet displayed in the screen of the

machine! )reviously, the field technician would have had to pour over various product manuals, wi-is or even

call an overseas product support unit in order to figure out what was wrong with the machine but instead, the

technician ta-es out his mobile device and connects to the new GLOCO analytics application!

.tep ";Once logged in, the technician simply types in H$88O8 CO=$ 4?I in the search bo and within

seconds, the technician is presented with a consolidated view from various sources of what H$88O8 CO=$4?I is and what are the most li-ely root cause of the issue!

.tep


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.tep $;#he technician then clic-s on one of the previous case to see more details about Herror code 4?I!

.tep ;'nstead of going through all the previous cases to see all of the resolutions, the technician drags the

HPey )hrasesI panel and dropped it into the H8esultsI panel! #he heat map in the HPey )hrasesI panel displayall the associated phrases from the H$vent SummaryI! #he si(e of the s"uare corresponds to the amount of

time the phrase was entered in the H$vent SummaryI! According to the heat map, the most fre"uent phrase is

Hreplaced power supplyI! #he second most fre"uent is Hrebooted systemI! +ob can try to reboot system before

replacing the power supply to fi the error code 4?!

)"


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.tep ';

)&


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))


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Documents

Team4 Capstone V1