© Copyright 2003, the Yankee Group. All rights reserved. March 2004 Page 1 Sanjay Mewada Vice-President Telecom Software Strategies The Yankee Group March 2004 Making the Enterprise Smarter: Data Integrity

© Copyright 2003, the Yankee Group. All rights reserved. March 2004 Page 2 Sanjay Mewada Director, Telecom Software Strategies The Yankee Group Making the Enterprise Smarter: Strategies for Data Integrity with a Network Focus

Page 3 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Agenda Industry Overview What is driving Data Integrity Evolving role of Network Data Integrity Understanding the enterprise-wide impact Conclusions

Page 4 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. How have the CSPs Evolved? Business Strategy Customer/Future Value Services Expansion Application Integration Services Expansion Application Integration Customer Centricity Service Bundling Customer Centricity Service Bundling Infrastructure Rationalization Infrastructure Rationalization Accelerated expansion of services /mobility/content Gradual introduction of new services focused on retention and wallet share Dramatic Drop in CapEx, OpEx optimization

Page 5 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Investment in Operational Excellence is Well Underway Business Strategy Customer/Future Value Infrastructure Rationalization Infrastructure Rationalization Dramatic Drop in CapEx, OpEx optimization Revenue assurance Order-to-bill Inventory Management Discovery & Recon Asset management Quote-to-order Workforce / materials management Supply chain management Application integration Cost Containment Customer Centricity Services Expansion

Page 6 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Investment is Shifting to Service and Customer Management Business Strategy Customer/Future Value Customer Centricity Service Bundling Customer Centricity Service Bundling Infrastructure Rationalization Infrastructure Rationalization Gradual introduction of new services focused on retention and wallet share Dramatic Drop in CapEx, OpEx optimization Cost Containment Customer Centricity Services Expansion Contact center integration, Portal and self-service development, B2B capabilities for specific functions, Billing data delivery /analysis, Product / offer analysis, Customer analysis, Performance management

Page 7 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. CUSTOMER Quality Assurance Customer Assurance Order Entry Order Management Consume Services Monitor / Measure Usage Collection Billing Cash Management Financial Analysis Business Assurance Organization Software Revenue Assurance The Four Quadrants of Enterprise Assurance DATA INTEGRITY

Page 8 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Impact of Data Integrity Across the Service Provider Organization

Page 9 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Understanding the scope of Data Integrity Data Integrity Life-cycle Data Integrity Life-cycle Data Mining Tools Data Reconciliation Exception Reporting RA Metrics Investigate Leakage Reporting & Decision Making Tools Data Sourcing/Extraction Data Analysis Reporting and Decision Making Data Operationalizing Effectiveness Measurement Process Improvement Eliminate Leakage & Determine Root Cause Prioritize Investigations Revenue Assurance CFO/CIO Portal Update RA Metrics Update Auto-Rules & Trouble Ticket Auto-Correct Known Errors Trend Anomalies ETL, data cleansing Database Management Tools DBMS

Page 10 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. The Domino Effect of Bad Data Integrity Practices Data Sourced From Multiple environments Is Loaded into Departmental Data Models Which dont Provide enough Data for correct analysis Which leads to Incorrect analysis Which skews the decision making process

Page 11 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Hurdles on the road to the Enterprise Data Warehouse Organizational Technological Process Strategic Departmental Ownership of Data sources Organizational Inertia Data accuracy Extensible industry enterprise data model Improved processes around Workflow, Data collection & Analysis Comprehensive data management strategy CxO level support

Page 12 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Recommendations Adopt some of the best practices of Enterprise Data Warehouse Methodology –Framework for enterprise data integration and reuse Treat network data as a strategic asset –Network data provides insight into customer behavior and process inefficiency Processes re-evaluation can drive efficiencies –Leverage BI to improve processes from end-to-end to help flesh out inefficiencies The network enables single version of the truth –Ensure consistency of this truth across back office applications Tie investments to clear ROI

Page 13 March, 2004 © Copyright 2003, the Yankee Group. All rights reserved. Thank You! Sanjay Mewada Vice-President Telecom Software Strategies Communications Network Infrastructure March, 2004