implementing business driven information management practices from policy to metadata

Implementing Business DrivenInformation Management Practices

From Policy to Metadata

2Implementing Business Driven Information Management Practices From Policy to Metadata

Introduction

Corporate Information Policy

Business Information Management Framework

Information Stewardship

Business Information Standards

Templates for Metadata Standards

Pedigree & Impact Analysis

Moving Forward

the trail …..


IntroductionCorporate Information Policy






Moving Forward


Founded in 1817, Canada’s first bank, made up of:

• Personal and Commercial Client Group

• 7.5 million personal and commercial customers• 1,100 branches• 2,000 automated banking machines

• Private Client Group

• Investment Banking Group

• Assets $265 billion as of January 31, 2004

• 34,000 employees

Who is Bank of Montreal Financial Group


We want to be……the best financial services company, wherever we choose to compete

We will get there by……being a top-performing transnational financial institution, operating broadly in Canada and through significant focused franchises in the U.S.

Our objective is……to maximize total return to BMO shareholders and generate, over time, first-quartile total shareholder returns relative to our Canadian and North American peer groups

The Future Vision for BMO Financial Group


AERA (C.L. Yonke)BearingPoint

CGIGovernment of Alberta

IBMLarry EnglishPeter Block

Thomas DavenportWilliam G. Smith & Associates

Acknowledgements

Learning from Information Management Industry Leaders ….. Influenced by Best Practices from previous DAMA conferences …..


Introduction

Corporate Information PolicyBusiness Information Management Framework





Moving Forward


Information Lay of the Land …..

In today’s business environment it is a given … we must:

• know who our customer is

• ensure our organization’s information enables us to make the right business decisions

Emerging regulatory requirements are starting to shape the information management requirements of all companies …

• Privacy & security safeguards on customer data, long-term storage of historical records, stronger auditability

• LEGALLY accountable for the information

• in the wake of Enron, must be responsive to legislation such as the Patriot Act Sarbanes-Oxley Act (audits& financial reporting) & others

The climate we are operating in today; a mix of business growth, competition and risk BUT it’s also a climate of increasing regulatory requirements

Organizations to rigorously get a handle on their information, manage it to ensure compliance AND leverage it for business advantage.


Information, along with financial and human resources, is a key resource in managing any business.

As such, information needs to be managed as an integrated business resource or asset.

What type of Information ?

ALL Information …

Any information used by the business to fulfill its mission and business objectives.


Business Strategies & Business Activities

Privacy

Customer Information Quality

Information Security

Retention of Information & Protection

Corporate Risk Management

Content Management

Regulatory Requirements

Why Introduce a Policy ? The Drivers …..


Corporate Information Management: The Principles

InformationManagement Life-cycle

Approach

Usability

Accountability

Optimize the value of Information

Assets

Accessibility

Planned and Coordinated

Approach

These are common terms of reference for making decisions and provide the basis for directives, developing processes, standards and guidelines to manage information assets.

Sharing, authorized access

Quality & meeting the needs

Information Stewardship, different to custodians

Planning, acquisition, creation, transformation, storage, use, retention or destruction & purging

Information integrated with the planning cycles

Foundational, leveraging information, linked to investments


Standards & Guidelines

Supporting Tools

Operating Manuals

• Accountabilities• Role definitions

• Provides direction to procedural activities

Board Policy

Standards

High level definition …

Information Management Policy, Privacy Policy, Information Security Policy

• Corporate Policy•Authority assigned by

Board for T&S and Business activities

Preferred Practices

Operating Directives

The Policy Framework - How Policy Fits In

Defines the expected outcomes …Directives on Information Stewardship, Retention

Procedural and ‘how to’ …Naming/Data Standards, Information Classifications, XML Tags, Business Definitions, Repository Metadata, ERwin, Vignette, Model Management, Taxonomies


Impacts - What This Means to the Way We Work

Accountabilities

Clarity & Consistency

Ingrains Information Quality Practices

Supports Other Policies & Initiatives

Adds Formality & Rigor

The Corporate Information Management Policy articulates the objectives and principles of well managed information … throughout the entire organization ….


Steps Leading to the establishment of the Policy

• led by Information Resource Management (IRM) but drafting prepared within a multi-disciplinary team

• early adopters from a handful of areas but we ‘advertised’ that heavily – early adopters included: Legal, Privacy Office, Risk Management, Corporate Audit, Personal & Commercial business areas, IT, Corporate Risk and Information Security

• reviewed with many executives, influenced committees and governing boards by working 1:1 with all members before any major milestone or presentation

• journey took one year, got board level policy approval Oct. 27, 2003, becomes effective May 2004

Information Policy – how we did it

•Identify your partners first

•Allow time for socialization

•Link the Policy to existing information management processes (security classifications, employee attestations, etc.)


Introduction







Moving Forward


Business Context for Information Management

Information Management

Information Management

Info

rmat

ion

Ma

nag

emen

t

Info

rmatio

n M

an

agem

ent

Business Vision

Strategy

Goals/Objectives

Operational Model

Operational Business Processes

Measure/Monitor

In order for Information Management to be effective, it needs to be linked to the goals and objectives of the organization.

Customer

Resources(eg. Employee)

FinancialOfferings

(eg. Products)

Contracts

MarketPolicy &Regulations Business

Directions

Locations

Transactions

What Information?


Information Management Operational Framework

Based on components of two industry models:

Davenport Information Ecology Model

BearingPoint Information Management Capacity Check Methodology.

IM elements have been grouped by these six operational perspectives.

IM elements are based on generally accepted best practices and industry subject experts, and reflect the integration of capabilities required to effectively implement Information Management across the organization.

The Information Management (IM) Operational Framework provides a means to position the Bank’s current maturity level across “elements” of Information Management. Elements describe what needs to be in place in order to put the Corporate IM Policy Principles into practice across the organization.

Culture & Behaviors

People Processes Technology & Architecture

Governance

Strategy

Operationalizing Information Management


IM Operational Framework & the Corporate IM Policy Principles

All information is assigned an Information Steward. Accountability for the information stewardship, custody and management of information, is clearly defined.

Culture & Behavior

People Processes Technology & Architecture

Governance

Strategy

Roles &Responsibilities

Incentives

Information Valuation & Strategic Planning

Quality of Information

Classification

Putting the Corporate Information Management Policy principles into practice…

How is the Steward’s role integrated into the planning process?

How are other roles motivated to support

the Accountability model?

How is the Steward’s role integrated into the quality

program?

What are the “Buckets” of information for which

Stewardship will be established?

Accountability


The IM Framework – how we did it

- danger of IM being perceived as a ‘technology thing’

- needed framework to illustrate the breadth & scope of IM

- needed help to operationalize the IM policy and principles

- combined & customized industry best practice frameworks to help us position IM

- discussed many of the IM elements with internal SMEs, at the same time raising awareness for IM

- currently using the framework as context and ‘backdrop’ to describe our IM practices relative to the IM Policy

- it’s a ‘living’ framework, further refinement expected


Introduction



Information StewardshipBusiness Information Standards



Moving Forward


The Bank has begun to recognize Information as a strategic asset which supports business strategies. The Steward role is key to ensuring this key asset is of acceptable quality.

1. Gartner Research, COM-19-3313, Feb 7, 2003.

A response to information quality needsPoor quality of information is a “significant inhibitor to the success of strategic business initiatives and makes it difficult, if not impossible, to generate business value from any effort requiring significant integration of data”.

Areas within BMO, such as Personal & Commercial Client Group (PCCG) and Private Client Group (PCG), have been working towards managing information (specifically Customer information) as a strategic asset, focusing on the quality of the asset and recognition that Stewardship will enable this process more efficiently.

Information Stewardship – the Business Perspective


Major Roles & Responsibilities :

Provide the meaning of the information, its business rules & contextual use.

Monitor quality of information for accuracy, timeliness, consistency, validity, completeness, redundancy and impact across projects. For anomalies, propose resolutions that may span multiple business areas.

Determine who may access information in accordance with privacy and information security policies.

Provide direction for retention and deletion of information as per business regulatory and legal requirements.

Ensure the information characteristics are available to a broad audience through the Corporate Metadata Repository.

Our Information Stewards are from the Business Areas


The Customer Information Integrity Group

Mission:

“In support of PCCG’s business strategy of growing share of wallet with our target customers and treating all customers as individuals, a fundamental capability is to have quality customer information that supports business strategy development and implementation accessible to all business users.”

Goals:

To manage customer information as a strategic asset and to improve profitability and competitive advantages of both our customers and ourselves.

Create customer information that is cost effective, dependable and easy to understand so we can build trust with our customers.

Ensure business processes and technology support are aligned to maintain the quality of customer information and reflect our ability to treat customers as individuals.

To ensure all employees take ownership for the quality of our customer information in the capturing, modifying


• Focus on key customer contact info• Build awareness of issue in Frontline

Data Remediation Customer Contact Cleanup:

• Reduce duplicate customer records

• Correct address/telephone information

Simplify business process and close “back doors”

• Customer Information Strategy Approval• Business Governance established

Foundation for Change• Information Management Corporate Policy Approved

• Customer Profile and core data definitions agreed to by PCCG

• Customer Information Stewardship established across PCCG

• Technology Plan approved by MBEC and funded through BMO Connect

Data & Technology Simplification

Retool of Data Infrastructure aligned to support BMO Financial initiatives

Customer Information Integrity Plan


Exec Level Percentage remaining duplicate customer records

Percentage increase of “perfect” customer records

Leading Indicators > Team Scorecard

Indicators Aligned To

Number of data elements that are standard in Book of Record

Perfect customer recordNumber of data elements certified in product systems

Number of business instances that use standards

Number of “Backdoor” closures completedDuplicate Customer

RecordsNumber of duplicate customer records merged

Percentage reduction in invalid addresses

Certification process implemented Change / Behaviour

Data template and metadata process

Key Performance Indicators for Customer Information


Information Stewardship - how we did it

• focused on one key subject area first, CUSTOMER, then learned from that experience

• results measured and promoted in year one, now in 3rd year of stewardship

• key lines of business jointly participated through the Customer Information Integrity (CII) Working Group and their executives govern through the CII Leadership Committee

• IT (IRM, BPI) assisted in the preparation a process for developing business information standards

• CII developed Business standards

• CII developed measures for tracking quality

• CII developing process for data certification Outcome:

Stewardship practices starting up in four other business areas

•Allow time for socialization!

•Stewardship committee Involve key business stakeholders, where the data is managed by multiple organizations

•Information Technology supports the business. The business is in charge.

•Use a Repository to house and publish standards, and KPIs


Introduction




Business Information StandardsTemplates for Metadata Standards


Moving Forward


A data standards definition process was developed for the Customer Information Integrity Group.

Today this process is for broad based use.

Embedded in Requirement Management curriculum.

Embedded in the BMO Information Modeling course (in progress).

Process has four stages: Initial Assessment, Definition and Approval, and Socialization.

The Initial Assessment stage serves as the “gate” and helps determine whether or not a candidate for standardization has been found

The Definition stage involves specific activities to define and test the quality of a candidate standards

Approval of definitions is by the CII working group

Socialization: Publication via the Corporate Metadata Repository, and links to key internal websites

Business Standards for Customer Information


Ask Yourself

Does my projectuse or impact

data?

If Yes

If No

you are exempt from the process

Ask Yourself

Is the data I willuse, or will

impact, used bymore than Ibusiness unit?

Initial Assessment:

Do I need to follow the Data Standards Definition process?

Definition andApproval:

How do I define a standard?Who needs to approve it?

Socialization:

Who needs to know of the newdata standard?

Activity 5Identify key

stakeholders anddevelop

communications plan(pg. 9)

If Yes

Activity 1Determine how datawill be impacted withinyour project (pg. 5)

Activity 2Review requirementsto define a datastandard (pg. 6)

Activity 3Conduct research anddevelop standarddefinition (pg. 7)

Activity 4Review with WorkingTeam to obtainapproval (pg. 8)

If No

you are exempt from the process

Flow Chart for Business Standards


If Referencing...

Followthe Path...

Activity 1Determine how data

will be impacted withinyour project

Step 1:Ask Yourself

Does my project:

Reference data?Create data?Change data?

What do we meanwhen we say…..

Reference data:Use, but not alter, anexisting piece of data

Create data:Capture a piece of datathat does not currentlyexist within BMOFinancial Group

Change data:Alter the format of anexisting piece of data

If Creating...

If Changing...

Go to...…it needs to bestandardized

Activity 2Review requirements

to define a datastandard

Step 2:

If a standard does exist,you must discuss thechange with the WorkingTeam,Go to...

If a standard does not exist, Go to...

…go to theMetadataRepository ** todetermine if astandard alreadyexists

Activity 4Review with Working

Team to obtainapproval

…go to theMetadataRepository ** todetermine if astandard alreadyexists

If a standard does exist, use the existing standard, and you are done

If a standard does not exist, Go to...

** What is the Metadata Repository?

A relational data base storing various pieces of information, such asbusiness definitions, reports, standards or system artifacts (data, models,programs, etc) and cross references between them.

See Key Contacts (pg 10) for additional information

Example: Flow Chart for Initial Assessment Stage


Introduction







Moving Forward


Several templates are layouts for Business information. The templates guide Business and IT staff in collecting the minimum required information. They also simplify the integration of metadata in the Corporate Repository.

As part of the preparation of the standards, there are three ‘formats’ used

The CII Working Group Presentation template, used by the business team to review, discuss and approve standards

“Proposed” Data Standards Request templates (MS Excel, MS Access) used by IT teams to collect the information for deliver a requested standard provided to the CII team

Standards Data Editor used by the CII team to directly maintain the standard definition in the Corporate Metadata Repository

In addition, we have standard glossary templates for lists of standard terms in areas outside of the Customer Integrity Team (wherever a less developed standards exists)

Metadata Templates for Business Standards


Component Definition Examples* Field Length

Name Prefix Title preceding name of individual

JUDGE, MR, MRS, MS, MISS REVEREND SISTER DOCTOR SENATOR SIR FATHER

10

First Name Given legal name

JOHN 30

Middle Initial First letter of second name

H 1

Last Name Surname SMITH 30 Name Qualifier Qualifier

indicating a person has same name as another family member

JUNIOR SENIOR III

10

Full Name - Personal CustomerFull Name - Personal Customer

Name is defined as a word or phrase that constitutes the distinctive designation of a person or entity

Spacing and Order

Implementation Requirements

Sources: Subcommittee on Cultural and Demographic Data, Government of British Columbia Canada Post, Canadian Addressing Guide

Relationship Rules

Mandatory one-to-one relationship:

1. Within Full Name Every “Full Name” should include, at a minimum: - First Name - Last Name 2. With Other 18 Key Data Elements Every “Full Name” should be associated with, at a minimum:

For prospects: Full Address & Telephone Number

For existing customers: Full Address, Telephone Number & Customer Holdings Summary

Canada Post Address standards highlight all full namecharacters in capitals

MR JOHN H SMITH III

1. Name Prefix

2. First Name

3. Middle Initial

4. Last Name

Consideration Recommendation Legal Name vs. Nickname

Obtain legal name from customer and include in Full Name field Nickname is addressed in Key Data Element 13. Preferences (Preferred Contact Name)

Joint Accounts Both legal names should be captured and any reference to the joint account, from a profile perspective, should list both names.

Naming conventions for different cultures

Include capability to list names in both English and French; names from other nationalities will be captured using the English alphabet (accents will not be captured).

In Trust and Estate Accounts*

Obtain legal name of customer for whom the account is held. Follow Full Name standard.

Advisor/Broker* Designation required for customers who have products purchased on their behalf by a third party. Follow Full Name standard.

Account Authority* Individual who has the authority to deal with the account (Power of Attorney). Follow Full Name standard.

* At Account Level

Components, Definitions and Character Length

5. Name Qualifier

* Examples will be in a drop down menu

Example: Business Data Standard Template


Business Data Standard Editor


A Standard Definition (standard business name identified)

A Standard Data Element: “Currency Code”


Metadata has always been collected by project teams as part of the SDLC. IRM devised a small series of templates (standard formats) for commonly found components This enables us to construct tools to extract metadata from these artifacts.

Examples:

ETL mapping (MS Excel) for ETL business rules

Screen Layouts (MS Excel, MS Access), map fields on screens to standard (non-standard) data elements

Message Layouts (MS Excel, MS Access) map fields on messages to standard (non-standard) date elements)

Metadata from CASE tools such as ERWin (Logical/Physical data models) do not require templates, but do require standards for naming conventions, and usage.

The metadata repository supports importing from programming languages such as COBOL, Assembler, C, etc.

Metadata Templates for Information Technology


Introduction






Pedigree & Impact AnalysisMoving Forward


Regulatory requirement (ie Basel II Accord)

BMO must provide “consistent audit trails from calculated aggregated measures back to the source transactions from which they were formed”.

Business owners express these as requirements:

Audit: The need for support audit trails; where data came from, it’s source, it’s target and the rules that acted on it

Reduction in time to find information: Making decisions based on information, depends on knowing what information exists.

Risk control: through impact analysis, to fully understand the impact of changing or touching a specific data item in one program, file or database, and manage the downstream risks of impacting other things.

Knowledge transfer: the ability to retain information collected on an ongoing basis, long after the project ends

Clarity of terms: The need to map and relate business terms from different business areas, across different packages (e.g., from PeopleSoft or data marts), enterprise level definitions or regulatory definitions

Pedigree and Impact Analysis Needs


Place cursor over any part of the diagram to view details (data model, ETL mappings)

Addressing the Need: The Warehouse View


Tracing a Data Element


The Process for ETL Metadata

A ETL metadata change process has been established involving IRM, the Data Warehouse Team, and project managers

The same process is applied for the central Warehouse and all data marts

A standard format for ETL metadata capture has been adopted

Metadata is verified by Data Warehouse Quality Assurance. IRM produces metrics

Source Standard Staging (Warehouse) Target (Data Mart)

ERWIN data model

ERWIN data model

ERWIN data model

ETL Mapping

ETL Mapping

Metadata Repository


QA teamCompares

Mapping Spreadsheet to

Source and Target Databases and the production ETL code

ETL MappingSpreadsheet

(Excel)

Metadata Repository

Comparison is done via an automated tool that reads the Metadata Repository

Comparison is done via an automated tool that reads the Metadata Repository

Data AdminSynchronizes model with

DBMS Catalogue,IRM provides measures

% of definitions, % of ‘good’ definitions

Logical/Physical

Data Model(ERWin)

ETL Metadata Change Management Process


ETL Metadata Change Management - How we did it

• had strong IT executive support

• leveraged existing processes rather than attempting to re-engineer the development process. The existing process uses Excel Spreadsheets to document ETL mappings

• partnered with the team in the Data Warehouse group that needed help (QA originally verified mappings by hand)

• delivered tools that verified the consistency of the metadata and transformed it for use in the Metadata Repository collecting the metadata

• established a tracking process to ensure the delivery of metadata deliverables.

• High-end tools are NOT required for capturing integrated ETL metadata (they are desirable)

• Cross-functional coordination can be accomplished using the Repository as a QA reference (e.g., Data Models from one team, ETL from another

• Have scheduled meetings with project teams to track the delivery of Metadata


Starting from a ‘business view’

Find a business standard, review the definitions

From a standard term, find the data elements that it comprises

From a data element find the technology uses

Quick Tour from Business to Technical


List of Standard Terms related to customer information … a business view


What elements comprise the standard term ‘language’ … detailed business view


A Standard Definition (business name identified)

Click to see the standard values

Data Stewards shows accountability; Documents show links to other sites

Click ‘what fields’ or ‘what columns’, etc. to see how other systems have it defined

From a data element, find out more …. Business meets Technical


Stewardship for Official Language Code

Different roles may appear, in this case, only one key role shown: the Customer Information Integrity Steward


Where is official language code used?


Introduction







Moving Forward


Moving Forward

IM Policy and Gap Study

• focus on the value proposition

• change management program & extending IM awareness

Information Stewards

• continue to roll out, will see strong linkages with info quality programs

• establishing job stream with guidance from HR

Processes

• integration of IM practices into planning and risk processes

• retention and disposition directive in progress

Metadata

• continue to refine and embed within existing processes

• metadata assessments on the rise

• tailored views of the repository web front end


Contact Information

Ingrid Bredin, Senior Manager, IRM

(416) 513-5707 Ingrid . Bredin @ bmo .com

Wayne Harrison, Senior IRM Specialist

(416) 513-5196 Wayne . Harrison @ bmo .com

Information Resource Management

Technology and Solutions, Corporate

BMO Financial Group

120 Bloor Street East, 5th Floor

Toronto, Ontario

Canada M4W 3X1

implementing business driven information management practices from policy to metadata

Documents

organizations information

information lay

type of information

needs information stewardship

business objectives

business advantage

metadata slide

integrated business