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  1. Implementing Business Driven Information Management Practices From Policy to Metadata

  2. the trail ….. Introduction Corporate Information Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  3. Introduction Corporate Information Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  4. Who is Bank of Montreal Financial Group 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 ofJanuary 31, 2004 • 34,000 employees

  5. The Future Vision for BMO 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

  6. Acknowledgements Learning from Information Management Industry Leaders ….. Influenced by Best Practices from previous DAMA conferences ….. AERA (C.L. Yonke) BearingPoint CGI Government of Alberta IBM Larry English Peter Block Thomas Davenport William G. Smith & Associates

  7. Introduction Corporate Information Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  8. Information Lay of the Land ….. 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 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 Organizations to rigorously get a handle on their information, manage it to ensure compliance AND leverage it for business advantage.

  9. 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.

  10. Why Introduce a Policy ? The Drivers ….. Business Strategies & Business Activities Privacy Customer Information Quality Information Security Retention of Information& Protection Corporate Risk Management Content Management Regulatory Requirements

  11. Corporate Information Management: The Principles These are common terms of reference for making decisions and provide the basis for directives, developing processes, standards and guidelines to manage information assets. Accountability Information Stewardship, different to custodians Planned and Coordinated Approach Information Management Usability Information integrated with the planning cycles Quality & meeting the needs Life-cycle Approach Optimize the value of Information Assets Planning, acquisition, creation, transformation, storage, use, retention or destruction & purging Foundational, leveraging information, linked to investments Accessibility Sharing, authorized access

  12. The Policy Framework - How Policy Fits In High level definition … Information Management Policy, Privacy Policy, Information Security Policy Board Policy • Corporate Policy • Authority assigned by Board for T&S and Business activities Operating Directives Defines the expected outcomes … Directives on Information Stewardship, Retention • Accountabilities • Role definitions • Provides direction to procedural activities Standards & Guidelines Procedural and ‘how to’ … Naming/Data Standards, Information Classifications, XML Tags, Business Definitions, Repository Metadata, ERwin, Vignette, Model Management, Taxonomies Preferred Practices Operating Manuals Supporting Tools Standards

  13. Impacts - What This Means to the Way We Work The Corporate Information Management Policy articulates the objectives and principles of well managed information … throughout the entire organization …. Accountabilities Clarity & Consistency Ingrains Information Quality Practices Supports Other Policies & Initiatives Adds Formality & Rigor

  14. 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.) 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

  15. Introduction CorporateInformation Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  16. Business Context for Information Management Information Management What Information? Business Vision Customer Transactions Financial Policy & Regulations Offerings (eg. Products) Market Strategy Business Directions Resources (eg. Employee) Contracts Information Management Information Management Locations Goals/Objectives Measure/Monitor Operational Model In order for Information Management to be effective, it needs to be linked to the goals and objectives of the organization. Operational Business Processes Information Management

  17. Operationalizing Information Management Strategy People Processes Technology & Architecture Culture & Behaviors Governance Information Management OperationalFramework 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. IM elements are based on generally accepted best practices and industry subject experts, and reflect theintegration of capabilities required to effectively implement Information Management across the organization. Based on components of two industry models: • Davenport Information Ecology Model • BearingPoint Information Management CapacityCheck Methodology. • IM elements have been grouped by these six operational perspectives.

  18. Strategy Processes People Technology & Architecture Culture & Behavior How is the Steward’s role integrated into the planning process? Governance What are the “Buckets” of information for which Stewardship will be established? How are other roles motivated to support the Accountability model? How is the Steward’s role integrated into the quality program? IM Operational Framework & the Corporate IM Policy Principles Putting the Corporate Information Management Policy principles into practice… All information is assigned an Information Steward. Accountability for the information stewardship, custody and management of information, is clearly defined. Accountability Information Valuation & Strategic Planning Roles & Responsibilities Classification Incentives Quality of Information

  19. 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

  20. Introduction CorporateInformation Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  21. Information Stewardship – the Business Perspective 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. A response to information quality needs Poor 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. 1. Gartner Research, COM-19-3313, Feb 7, 2003.

  22. Our Information Stewards are from the Business Areas 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.

  23. 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 fundamentalcapability 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

  24. Customer Information Integrity Plan Data Remediation Customer Contact Cleanup: • Reduce duplicate customer records • Correct address/telephone information • Simplify business process and close “back doors” • Focus on key customer contact info • Build awareness of issue in Frontline Foundation for Change • Information Management Corporate Policy Approved • Customer Profile and core data definitions agreed to by PCCG • Customer Information Stewardship established across PCCG • Customer Information Strategy Approval • Business Governance established Data & Technology Simplification • Technology Plan approved by MBEC and funded through BMO Connect Retool of Data Infrastructure aligned to support BMO Financial initiatives

  25. Key Performance Indicators for Customer Information Exec Level Percentage remaining duplicate customer records Percentage increase of “perfect” customer records Leading Indicators > Team Scorecard

  26. 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! • Stewardshipcommittee 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

  27. Introduction CorporateInformation Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  28. Business Standards for Customer Information 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

  29. Flow Chart for Business Standards

  30. Example: Flow Chart for Initial Assessment Stage

  31. Introduction CorporateInformation Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  32. Metadata Templates for Business Standards • 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)

  33. Example: Business Data Standard Template Full Name - Personal Customer Name is defined as a word or phrase that constitutes the distinctive designation of a person or entity Relationship Rules Implementation Requirements Components, Definitions and Character Length 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 * Examples will be in a drop down menu Spacing and Order Canada Post Address standards highlight all full name characters in capitals Sources: Subcommittee on Cultural and Demographic Data, Government of British Columbia Canada Post, Canadian Addressing Guide 3. Middle Initial 5. Name Qualifier MR JOHN H SMITH III 1. Name Prefix 2. First Name 4. Last Name

  34. Business Data Standard Editor

  35. A Standard Data Element: “Currency Code” A Standard Definition (standard business name identified)

  36. Metadata Templates for Information Technology • 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.

  37. Introduction CorporateInformation Policy Business Information Management Framework Information Stewardship Business Information Standards Templates for Metadata Standards Pedigree & Impact Analysis Moving Forward

  38. Pedigree and Impact Analysis Needs 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

  39. Addressing the Need: The Warehouse View Place cursor over any part of the diagram to view details (data model, ETL mappings)

  40. Tracing a Data Element

  41. 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) ETL Mapping ETL Mapping ERWIN data model ERWIN data model ERWIN data model Metadata Repository

  42. ETL Metadata Change Management Process Data Admin Synchronizes model with DBMS Catalogue, IRM provides measures % of definitions, % of ‘good’ definitions Metadata Repository Logical/Physical Data Model (ERWin) Comparison is done via an automated tool that reads the Metadata Repository QA team Compares Mapping Spreadsheet to Source and Target Databases and the production ETL code ETL Mapping Spreadsheet (Excel)

  43. ETL Metadata Change Management - How we did it • 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 withprojectteams to track the delivery of Metadata • 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.

  44. Quick Tour from Business to Technical 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

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

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

  47. From a data element, find out more …. Business meets Technical Data Stewards shows accountability; Documents show links to other sites A Standard Definition (business name identified) Click ‘what fields’ or ‘what columns’, etc. to see how other systems have it defined Click to see the standard values

  48. Stewardship for Official Language Code Different roles may appear, in this case, only one key role shown: the Customer Information Integrity Steward

  49. Where is official language code used?