Presented by :

Ravindra nath sharma

MBA(SDM) (07-09)

SCIT PUNE(symbiosis international university)

IBM EVS (Export Validation Service) case study – Common

Customer Master System

AgendaCase DescriptionCurrent SystemArchitecture Of CCM SystemCritical Entry PointsEntity/ Function Relationship Entity/ Process Relationship

Enterprise - IBMBusiness lines Software and hardware with complete

solutions Consulting business for software

solution BPO /KPO/LPOIBM educational partnership and

certification

Current systemAccess Information through legacy system.Can not use updated information at a time

for all different Branches.Impact on customer satisfaction.Can not access customer organization and

contact information at a time.Lacking in consistency and continuity.

Architecture of CCM System.

Critical Key entry PointsConnectivity –

Information feeds from these other distributed customer repositories will be unsettled and replaced by this single system.

Information – The integration of customer data from different

data sources -- including Dunn and Bradstreet (D&B), IBM's customer data stored in the Reference Data customer (RDc) hub (representing customer information from a variety of IBM customer databases), and CRM/Siebel (with three separate instances in North America, Europe, and Asia Pacific).

Eleven entry points on the road to SOA

Entry Points/ Functions

People Process Information

Connectivity

Reuse

Customer Administrator

X X X X

Credit Score X X X

Multi channel Support

X X X

International Support

X X X

Multi product Support

X X X

Entity – Process RelationshipEntity/Process

Customer

Transaction

Product Business Units

Login R

Credit Score R R

New Customer Profile Creation

W

Communication History Creation

R R R R

Customer Updating

U

Entity IdentifiedThe entities identified under the case are as

followsCustomer PaymentEnquiryTransactionProductBusiness UnitData SourceData Server

Weak EntityCredit scoreCommunication History

Application IntegrationCRM Siebel (North America)CRM Siebel (AP South)NIW S&D FinanceCRM/Siebel (EMEA)