EIM Strategy to Pragmatic Delivery

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Nov 6, 2013 (3 years and 7 months ago)

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EIM


Strategy to Pragmatic Delivery

Mark O’Gorman

Director, Data Management, Global Technology Office,

Manulife Financial

November 17, 2010

About Manulife

2

2

Canada

Individual Insurance

Individual Wealth Management

Group Benefits

Group Pensions
United States

Insurance

Long Term Care

Annuities

Group Pensions

Mutual Funds

College Savings
Asia
Hong Kong, Philippines, Singapore,
Indonesia, Vietnam, Malaysia, Thailand,
Taiwan, China

Individual Life Insurance

Group Life & Health Insurance

Variable Annuities

Pension Products

Mutual Funds
Investments
United States, Canada,
United Kingdom, Japan,
Australia, Hong Kong,
Southeast Asia
Japan

Individual Insurance

Variable Annuities
Reinsurance
United States
Canada
Europe
Asia
Manulife's Vision

Manulife Financial’s vision is to be the most professional financial services organization in the
world, providing strong, reliable, trustworthy and forward
-
thinking solutions for our clients’
most significant financial decisions.


Manulife Financial is a
leading Canadian
-
based
financial services group
serving millions of
clients in 22 countries
and territories
worldwide.

The Company operates
in Canada and Asia
through the brand name
“Manulife Financial”
and in the United States
primarily through the
brand name “John
Hancock“.

3

Agenda


Information Management Challenges


EIM


Understanding the Beast


Taking a Business View


EIM


A Pragmatic Approach


Lessons Learned


Good, Bad, Ugly

Data
Maximum
Business Value
+
Timely
Use
Information
+
Business
Context
Information
+
Business
Context
Shared
Knowledge
Agreed
Meaning
+
Shared
Knowledge
Agreed
Meaning
+
Business
Wisdom
+
Applied
Learning
Business
Wisdom
+
Applied
Learning
Information
Knowledge
Wisdom
Data
Business Value
EIM Maturity
Customer
Focus
Understanding
Innovation
Insight
Growth
Visibility
Productivity
and
Efficiency
Metrics
Risk
Management
Accountability
Information
Knowledge
Wisdom
Data
Business Value
EIM Maturity
Customer
Focus
Understanding
Innovation
Insight
Growth
Visibility
Productivity
and
Efficiency
Metrics
Risk
Management
Accountability
Stewardship
and
Governance
Stewardship
and
Governance
Strategy and
Architecture
Alignment
Strategy and
Architecture
Alignment
Enterprise
Knowledge
Management
Enterprise
Knowledge
Management
Leveragable & Reusable
Can I use the address information
from the other system instead of
building my own?
Timely
Is this information up
-
to
-
date? When
was the last time it was updated?
Traceable
Where did this information come
from? Who can update it? What
updates were made and when?
Trusting
Is this information accurate?
Leveragable &
Reusable
Leveragable & Reusable
Can I use the address information
from the other system instead of
building my own?
Timely
Is this information up
-
to
-
date? When
was the last time it was updated?
Traceable
Where did this information come
from? Who can update it? What
updates were made and when?
Trusting
Is this information accurate?
Leveragable & Reusable
Can I use the address information
from the other system instead of
building my own?
Timely
Is this information up
-
to
-
date? When
was the last time it was updated?
Traceable
Where did this information come
from? Who can update it? What
updates were made and when?
Trusting
Is this information accurate?
Leveragable &
Reusable
Accessible
Do I have access to all the information
I need to do my job?
Discoverable
I know what information I need,
but where is it?
Visible
What information do we have
available?
Knowledge
Sharing
Accessible
Do I have access to all the information
I need to do my job?
Discoverable
I know what information I need,
but where is it?
Visible
What information do we have
available?
Accessible
Do I have access to all the information
I need to do my job?
Discoverable
I know what information I need,
but where is it?
Visible
What information do we have
available?
Knowledge
Sharing
Available and Secure
Is my information protected? What
happens if it gets damaged?
Classified
Is this information confidential?
How long will this information be
kept?
Accountability
Available and Secure
Is my information protected? What
happens if it gets damaged?
Classified
Is this information confidential?
How long will this information be
kept?
Available and Secure
Is my information protected? What
happens if it gets damaged?
Classified
Is this information confidential?
How long will this information be
kept?
Accountability
Combinable
Is the policy face amount from
system A and B defined the same
so that I can combine them to get
an accurate total?
Measurable
How do I know if the information is
accurate or current enough for my
needs?
Actionable
What information do I need to take
effective action?
Efficiency &
Effectiveness
Combinable
Is the policy face amount from
system A and B defined the same
so that I can combine them to get
an accurate total?
Measurable
How do I know if the information is
accurate or current enough for my
needs?
Actionable
What information do I need to take
effective action?
Efficiency &
Effectiveness
Combinable
Is the policy face amount from
system A and B defined the same
so that I can combine them to get
an accurate total?
Measurable
How do I know if the information is
accurate or current enough for my
needs?
Actionable
What information do I need to take
effective action?
Combinable
Is the policy face amount from
system A and B defined the same
so that I can combine them to get
an accurate total?
Measurable
How do I know if the information is
accurate or current enough for my
needs?
Actionable
What information do I need to take
effective action?
Efficiency &
Effectiveness
Information
Management
Information
Quality
Management
Information
Governance and
Stewardship
Metadata and Taxonomy
Management
Content and
Document
Management
Information Delivery
and Business Intelligence
Data and
Master Data
Management
Records Management
Metrics and KPI’s
Collaboration
Service Oriented
Architecture
Mashups
Common Information Management Challenges

4


Increasing Business
Demands for More
Information


Various Levels of
Information Management
Understanding


Mixed levels of
Business Engagement
in Information
Management


Inconsistent or
Informal
Information
Management
Practices



Limited
Line
of
Sight
to
Information Assets



Drive for Greater
Information
Management
Efficiency



Various Degrees of
Insight into Future
Information Needs


Complex or
Incomplete Access to
Information


Increasing
Information
Integrity Awareness


Increasing
Information
Governance Focus

5

Enterprise Information Management (EIM)

Enterprise

(Organization
Structures & Culture)

Information

(Asset)

Management

(Process &
Technology)

EIM

Enterprise
Management

Information

Management

Information Architecture

Business and IT Strategies

and Behaviors

Enterprise
Information

Governance


Business and IT Policies
and Standards

Delivery

Business and IT Accountabilities

Enterprise Information Management (EIM)

Organizational capabilities
which transform
data into trusted,
actionable
business assets to
grow the business, reduce
costs and mitigate risks.

What is Information Management


Scope

Information
Management

Information

Quality

Management

Information
Governance and
Stewardship

Metadata and Taxonomy

Management

Content and
Document
Management

Information Delivery


and Business Intelligence

Data and

Master Data
Management

Records Management

Metrics and KPI’s

Collaboration

Service Oriented
Architecture

Mashups

7

8

Information Management




Changing the Conversation

Leveragable & Reusable

Can I use the address
information from the other
system instead of building my
own?

Timely

Is this information up
-
to
-
date?
When was the last time it was
updated?

Traceable

Where did this information come
from? Who can update it? What
updates were made and when?

Trusting

Is this information accurate?

Leveragable &
Reusable

Accessible

Do I have access to all the
information I need to do my job?

Discoverable

I know what information I need,
but where is it?

Visible

What information do we have
available?

Knowledge
Sharing

Available and Secure

Is my information protected? What
happens if it gets damaged?

Classified

Is this information confidential?
How long will this information be
kept?

Accountability

Combinable

Is the policy face amount from
system A and B defined the
same so that I can combine
them to get an accurate total?

Measurable

How do I know if the information is
accurate or current enough for my
needs?

Actionable

What information do I need to take
effective action?


Efficiency &
Effectiveness

9

EIM


Building on Data Management Success

Data

Maximum

Business Value

+

Timely

Use

Information

+

Business

Context

Shared

Knowledge

Agreed

Meaning

+

Business

Wisdom

+

Applied

Learning

Information

Knowledge

Wisdom

Data

Business
Value

EIM Maturity

Customer
Focus

Understandin
g

Innovation

Insight

Growth

Visibility

Productivity
and
Efficiency


Metrics

Risk
Management

Accountability

Stewardship
and
Governance

Strategy and
Architecture
Alignment

Enterprise

Knowledge

Management

10

Information Delivery as a Service

Drive Increase Visibility
and Reuse

Drive Increased Information Leverage

Operational
Focus

Enterprise
Focus

Transaction

Focus

Information

Focus

Business Drivers

Information
Capabilities

Tactical View

Strategic View

IM

Solutions

Operational
Information
Needs

11

Information Stewardship and Governance

Democracy
Dictatorship
Anarchy
Information Control
Information Access
Low
High
Low
High
Information Stewardship
Information Stewardship
Adapted from
e
-
Business Intelligence
, by
Liautaud
Information Stewardship

Information Governance



Effective business engagement in

managing information assets



Incremental program for connecting

and aligning business needs across

departments and groups



Efficient processes for

prioritizing and effectively

resolving information issues



Value based governance of

business information assets.



Repeatable practices



Increase speed of resolution



Greater leverage



Reduced costs

12

EIM Core Capabilities and Disciplines

Business Objectives, KPI, Information Needs Alignment

Information Governance Processes

(Records Management, Privacy, Security, etc)

Strategy and Information Solution Alignment

Information Management Accountabilities

(Ownership, Stewardship, Custodianship)

Consistent Business and IT Definitions and Rules

Information and Knowledge Management Disciplines

(Information Quality, Information Delivery, Information Security)

Enterprise Information Architecture

(Strategies, Models, Patterns)

Information Management

Key Business Drivers

(Priorities and Metrics)

Governance

(Policies, Principles, Standards, Methodologies)

Metadata

(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, Usage)

Information Technology Management

(Hardware, Software, Applications, Tools, Repositories Storage)

Information Security & Privacy Management

(Access, Classification, Auditing, Protection)

Organizational Accountabilities

(Ownership, Stewardship, Management)

Information
Quality
Management

Reference and
Master Data
Management

Information
Delivery
Management

Knowledge
Management

Reporting

BI

E
-
mail

Document

Web

Content

Enterprise Content
Management (ECM)

Enterprise Records Management (ERM)

13

EIM Core Capabilities and Disciplines

14

Approach


Incremental Steps

Enterprise Information Architecture
(Strategies, Models, Patterns)
Information Management
Key Business Drivers
(Priorities and Metrics)
Governance
(Policies, Principles, Standards, Methodologies)
Metadata
(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, U
sage)
Information Technology Management
(Hardware, Software, Applications, Tools, Repositories Storage)
Information Security & Privacy Management
(Access, Classification, Auditing, Protection)
Organizational Accountabilities
(Ownership, Stewardship, Management)
Information
Quality
Management
Reference and
Master Data
Management
Information
Delivery
Management
Knowledge
Management
Reporting
BI
E
-
mail
Document
Web
Content
Enterprise Content
Management (ECM)
Enterprise Records Management (ERM)
Enterprise Information Architecture
(Strategies, Models, Patterns)
Information Management
Key Business Drivers
(Priorities and Metrics)
Governance
(Policies, Principles, Standards, Methodologies)
Metadata
(Ontology's, Taxonomies, Definitions, Business Rules, Lineage, U
sage)
Information Technology Management
(Hardware, Software, Applications, Tools, Repositories Storage)
Information Security & Privacy Management
(Access, Classification, Auditing, Protection)
Organizational Accountabilities
(Ownership, Stewardship, Management)
Information
Quality
Management
Reference and
Master Data
Management
Information
Delivery
Management
Knowledge
Management
Reporting
BI
E
-
mail
Document
Web
Content
Enterprise Content
Management (ECM)
Enterprise Records Management (ERM)
Information
Quality
Management

Information
Profile
Management

Phase 1

Information
Quality
Management

Phase 2

Business
Intelligence

Data
Management Capabilities Model


-

Building a Strong Foundation

15

Master Data
Management

Business
Process
Management

Data
Ownership

Enterprise
Data Model

Business
Def’n & Rule

Management

Information

Lifecycle

Management

Data Lineage

Management

Data

Classification

Data
Governance

Data
Stewardship

Data Model
Management

Change
Management

Data
Custodianship

Data
Architecture

Data
Lifecycle

Management

Level 1

Foundational

Level 2

Enabling

Level 3

Leveraging

Organizational Capabilities

Data
Inventory
Management

Data Quality
Management

Data
Security
Management

Metadata
Management

Data
Integration

Data
Principles &
Standards



SOA

etc

16

Identifying EIM Opportunities

Accessible
Actionable
Available and Secure
Classified
Combinable
Discoverable
Leveragable and Reuse
Measurable
Timely
Traceable
Trusting
Visible
Business Partner Urgency
Clear Ownership
Organizational Alignment
Near-Term Business Value
Opportunity Value
Opportunity 1
1
1
3
2
2
3
2
3
4
5
3
4
16
Opportunity 2
1
1
3
2
2
1
2
3
2
3
2
2
3
5
1
5
14
Opportunity 3
2
1
2
1
1
1
2
2
3
1
3
3
1
5
12
Opportunity 4
3
2
1
2
2
4
3
11
Opportunity 5
2
1
2
3
2
1
3
1
5
1
2
9
EIM Capabilty Activities
Identify Ownership of Information
1
1
1
1
1
1
1
1
Assign Business Stewards
1
2
2
1
1
2
2
2
2
2
Establish/Promote a Stewardship Council
3
3
2
2
3
3
3
3
Establish/Promote a Information Architecture
Council
5
6
3
3
4
5
4
4
4
Capture business definitions and rules within
a central repository
2
4
4
4
5
6
6
Define information retention and security
needs
4
4
5
6
3
4
7
Define Information Quality Requirements
4
6
4
5
Establish Information Service Level
Agreements
5
5
7
5
3
Define Business KPI's and Measures aligned
with Business Objectives
3
Profile and Inventory Data Sources
2
6
5
5
8
7
1
6
8
5
Formalize an Information Requirement
Assessment Process
6
6
9
10
5
Develop Operational and Analytical
Information Models
7
7
11
6
Assess Data Source Quality
5
10
8
9
Document Information Flows
3
7
6
12
9
2
7
10
7
EIM Value Characteristics
EIM Capabilities Delivering Near-Term Business Value
EIM Business Opportunities
Success Profile
2) Suggested Initial
Opportunity Focus

1) Identified EIM
Opportunity
Value
Characteristics
Similarities

3) Identified Capability
Activity Synergies

3 Initial EIM

Hot Spots

1) Availability
&
Actionability

2) Discovery,
Combinability
and Reuse

3) Visibility
and Integrity

3 Initial EIM

Target Areas

1) Ownership
and
Stewardship

2) Consistent
Business
Definitions

3) Profile and
Inventory

17

Align Business Challenge & Benefit to Capabilities

Business
Challenges

EIM
Capabilities

IM Strategic
Goal

Business
Benefit
Delivered

Inefficiency

Insufficient
Flexibility

Disparate
Sources

Metadata
Management

Information
Delivery

Information
Profile
Management

Improved Information
Management Discipline

Proficient Use of
Information

Key Questions

Information Management Capabilities

What are the commonly
felt information challenges
as articulated in
stakeholder pain point
statements?

What is the targeted set of
information capabilities
required to resolve the
shared challenges?

How do the EIM
capabilities contributed to
the core organizational
informational goals?

What is the business
translation of progress
against IM strategic
goals?

18

Incremental Capability Build

Metadata
Management

Information
Delivery

Information
Profile
Management

Information
Stewardship
Program

Business
Definitions and
Rules
Management

Business Drivers
and Metrics
Management

Information Capabilities

IM Capability Maturity Levels

Initiate

Developing

Maturing

Leveraging

Master

BU1

BU2

BU1

BU2

BU1

BU2

BU2

BU1

BU2

Business Unit 2 leverages BU 1’s
investment and experience to
incrementally build to target
maturity through existing projects.

BU1

BU1

Enterprise Maturity Level

19

Taking an Opportunistic Approach

Incremental
Business
Value

Incremental
Effort

High

High

Low

Low



Project 5



Project 1



Project 2



Project 3



Project 6



Project 7



Project 4

Potential Investment
Opportunities

Core Investment
Opportunities

Potential Investment
Opportunities

Insufficient Investment
Justification

20

Information Management


Business
Engagement

Sponsor engaged and scope
set

Interviewed
-

Key business
stakeholders identify challenges,
opportunities and priorities

Working team
-

Consolidated
interview feedback and devised
workshop for setting strategy
direction

Workshop
-

Key
stakeholders and project
team introduced IM,
validated challenges and
prioritized business needs

Strategy
-

Working team develop
strategy and roadmap considering near
-
term and long
-
term business needs.

(5) Strategy Development

(4) Impact and Opportunity
Assessment

(3) Rationalize Challenges

(2) Understand Business Challenges

(1) Sponsorship and Scope

(6) Execution and Benefit
Realization

IM Strategy
Value
Proposition

EIM &

IT

Strategy

Principles and
Best Practices

IM Initiative
Identification

IM Capability
Identification

Delivery
-

IM Capabilities
and Business Initiatives
-

Roadmap, Value and
Investment

21

Delivering Business Value


Picking the Right Spots

Insufficient
SME’s &
Metadata

Questionable
Integrity

Diffused
Information

Inefficiency

Insufficient
Flexibility

Disparate
Sources

Information Stewardship

Information Use Proficiency

Information
Understanding and
Integrity

Information
Ownership

Business Definitions
and Rules
Management

Information
Needs
Management

Information
Stewardship
Program

Information
Sharing

Information
Management
Discipline

Metadata
Management

Information
Quality
Management

Information
Technology
Management

Information
Profile
Management

Information
Delivery

Information
Gaps

Insufficient
Granularity

Information Needs Alignment

Information
Aligned to
Business
Objectives

Strategy and
Solution Aligned
to Business
Information
Needs

Business
Drivers and
Metrics Mgmt

Information
Management
Architecture

1
-
3 Years

3
-
5 Years

Business
Challenges

Business IM
Capabilities

IM Value
Areas

22

Where to Start
-

IM Governance

Information Steering Council

Chief Information Steward (Chair)

EIM Architect (Facilitator)

Business Unit Leaders

Chief Enterprise Architect

Information Stewardship Group

Coordinating Information Stewards

Chief Information Steward (Chair)

EIM Architect (Facilitator)

Data Architects

Business Unit Steward Teams

Coordinating Information Steward (Chair)

Data Architect (facilitator)

Business SME

Governance Objectives

1.
Establish accountabilities
and mandate for setting IM
governance levels.

2.
Ensure existing policies and
standards reflect Information
Management governance
needs.

3.
Enhance existing processes
to monitor, measure and
report adherence to policy
and delivery expected value
information management.

Governance Drivers



Scope
-

Number of
stewards and subject areas
involved



Complexity


Number of
different systems, project or
groups impacted.



Risk
-

Degree of impact of
decisions



Cost
-

Effectiveness of
decisions made at the
stewardship level.

EIM Program



Facilitated by Enterprise Architecture (EA)



Provides overall Information Management (IM)
Capability consulting, monitoring, tracking,
reporting



Oversees alignment to Enterprise Information
Management (EIM) Strategy

Built out as
required to
support
Stewardship

23

Lessons Learned


Good, Bad and Ugly


Sponsorship



Need both business and IT executive champions


Business engagement



Needs to be a priority with on
-
going
engagement of business management / subject matter experts


Sustainability



Needs to be considered a program, introducing a
series of organizational capabilities, not just a project


Investment



Involves investment in people, processes and
technology within business and IT.


Culture



Information Management is a journey which will require
changes in how people work and think, therefore, it will take time


Community



Leverage the strengths and knowledge of the internal
teams by connecting common IM needs and challenges, facilitated
through collaborative, social networking environments.

24

Mark O’Gorman

Director,
Data Management, Global Technology Office

Manulife Financial

mark_o’gorman@manulife.com