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
© 2010 NetApp. All rights reserved. 3NetApp Confidential - Limited Use
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.”
© 2010 NetApp. All rights reserved. 4NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 5NetApp Confidential - Limited Use
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?
© 2010 NetApp. All rights reserved. 6NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 8NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 9NetApp Confidential - Limited Use
Typical Solution
Project teamProject team Project plan
Ti li & Timelines & time limits
Tracks No ongoing g g
maintenance plan
© 2010 NetApp. All rights reserved. 10NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 12NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 13NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 14NetApp Confidential - Limited Use
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.
© 2010 NetApp. All rights reserved. 15NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 16NetApp Confidential - Limited Use
Invest in Change Management
Generated awareness and urgency with branding
© 2010 NetApp. All rights reserved. 17NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 18NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 19NetApp Confidential - Limited Use
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
© 2010 NetApp. All rights reserved. 20NetApp Confidential - Limited Use