making data governance work - think big but start small

1Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.

When customer experience can make or break a company, it is time to get

serious about data governance

A FRESH TAKE ON SOLVING A BIG PROBLEM


“Companies will increasingly win or lose on the battleground of customer experience.”

--Forrester

The emergence of the Chief Data Officer points to the increasing importance and influence of data on many key business operations including customer experience.

Governance initiatives are expensive in their own right – requiring long term commitments of time and people.

However, without data governance more organizations will find themselves on the losing side of the battle.

Where do you plan to be?

Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.

Data Governance is critical for customer experience success

(OK Not Really News)


Just as you need process orchestration to deliver on customer experience, so too must you orchestrate data within and across these processes. Data Governance must standardize data within a value stream and manage the dependencies and impact of data shared between processes.

As a result, Data Governance transforms from a primary focus on rules and constraints to one of customer experience enablement as data links to the outcomes of customer engagement.

Forrester Report: Customer Ecosystems Demand Outcome-Oriented Data Governance


The Customer Experience Information Supply Chain

A superior customer experience requires a complex but finely tuned information supply chain that runs on high quality and well architected data and content

Governance is critical to coordinate collaboration and ensure consistency between many supporting data and information sources


*Forrester Report: Data Governance Archetypes Shape The Focus And Fate Of Your BusinessHow To Succeed At Data Governance 2.0

Data governance is one of the thorniest challenges of business technology. *

Not really

#2


When you’re facing a complex problem or trying to do something bold, start with a smaller version of the larger problem.

Focus exclusively on that small problem and solve it.

Use the answers to this small issue to expand your knowledge of the larger issue.

Repeat.

https://www.entrepreneur.com/article/236221

How to Solve Complex Problems


EIS can help you:

• Support the cultural and roadmap changes necessary to make smart governance the new normal

• Adopt a holistic governance approach one achievable step at a time

Many organizations struggle with the dreaded G-Word…


EIS Data Governance Architecture

people

strategy

process

data

infrastructure

execution

Our Model for Success

EIS can help you:

• Make governance meaningful to stakeholders

• Identify & promote the correct investments in data quality

• Establish accountability at the correct levels (for business and IT)

• Create a programmatic approach for operationalizing insights

• Establish sustainability at the business unit level

• Quantify the business benefit of data governance


The Fine Print

Establish shared future state vision that aligns with business goals and a prioritized roadmap based on management priorities and key business criteria.

Establish governance principles, role definitions and team expectations. Quantify business performance and outcomes with metrics-based governance.

Support the cultural changes necessary make smart governance the new normal. Adjust organizational definitions, roles and responsibilities as necessary.

Establish data accountability, traceability, & risk mitigation through a well-tuned taxonomy with consistent attributes and terminology. Organize and contextualize information to optimize business outcomes & integrate access across digital platforms.

Evaluate, select and build-out required technology infrastructure / platform options.

Assess current state data / information processes to identify areas for improvement in the chain of accountability, layers of trust, interdepartmental responsibilities, and areas where increased governance action is required.

people

strategy

process

data

infrastructure

execution


Getting to DO: Make it Sustainable

Every new project gets designed for sustainability and compatibility within the enterprise data governance infrastructure.

Continuous Data-driven Improvement Within Established Governance Architecture

DESIGN BUILD DO


Dig In (a little)

policiesproceduresstandards

escalatesrequestsreports

implementationremediation

behavior change

running the businessreporting

governance activity (perpetual)

process work (ongoing)

project work (temporary)

Governance guides change into business operations through project management deployments. Continuous feedback loops refine approaches over time.

A large scale combined Enterprise Data Management (EDM) and Enterprise Content Management (ECM) transformation program.

SOLUTION

A lack of disciplined data and content management processes, and insufficient technology infrastructure left the company exposed for risk from a lack of accountability and traceability of information assets and uncertain information quality.

PROBLEM

The second largest personal lines insurer in the United States and the largest that is publicly held.

RESULTS

DETAILS

Prioritized EDM / ECM Transformation Roadmap: starting with small top priority steps and building in an incremental, achievable fashion. Current State Assessment to Improved Information and Reporting Work Streams: identified areas for improvement in the chain of accountability, layers of trust, interdepartmental responsibilities, and areas where increased governance action is required.Model-Driven Data Governance: Established governance framework vision with future-state organizational model and role definitions, as well as governance principles for the overall business and data operations,.Technology Platform Selection: A vendor evaluation and selection process for an EDM / ECM platform as well as a Data Analytics platform.

Improved information and content accountability, accuracy and quality

Streamlined work streams with meaningful shifts in responsibilities for improved efficiencies and effectiveness

Governance metrics for measurable performance, quality improvements and ROI

Build-out of required technology infrastructure

Financial Services Advisory Firm

DELIVERABLE EXAMPLES

Governance Stand-Up Deliverables Assessing Trust Dependencies / Content Processes

Knowledge Capture Design Deliverables

Financial Services Advisory Firm

Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.

INFORMATION ARCHITECTS FOR THE DIGITAL AGE

We organize & contextualize information to:

• Optimize the digital customer experience

• Streamline the digital workplace

• Integrate information across digital platforms

We build your digital roadmap to:

• Define the future vision of digital business

• Assess the current state of readiness and capability

• Bridge the gaps between current state and future vision

Then we manage a program to make it happen:

• Programs are on time, in budget, data-driven, results-oriented

• We help you to manage change and realize success

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CONTACT US

GENERAL INFORMATION CONTACTS

www.earley.com

63 Old East RoadCarlisle, MA 01741

781-812-5551

Tom FlemingNew Customer [email protected]://www.linkedin.com/in/tomflemingh2

Dino EliopulosManaging [email protected]://www.linkedin.com/in/deliopulos