TEAM4Solutions

Data Analysis through SAP HANA

ISMT E-200 Fall 2012 Greg Zheng Hung Tran Julio Silveira Michael Chepkwony Ryan Tala is

Contents
Contents!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!" "

"!# E$ecutive Su%%ary!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4 "!" Co%pany!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4 "!& 'n(or%ation Technology Supplier!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4 "!) *usiness Goals!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4 "!4 +ropose, Solution-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!4 +art " . *usiness Re/uire%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!0 &!" *usiness conte$t- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!0 &!& Re/uire, 1unctionality !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!2 &!) *usiness *ene(it Justi(ication!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"# &!4 Success Metrics!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"" +art &- Technical Speci(ication an, +rototype!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"& )!" Architectural Approach !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"& )!" 3ata Collection !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!") )!& 3ata Analysis!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!") )!) *usiness 'ntelligence!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!") )!4 Mapping usiness re/uire%ents to solution-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!") )!4 So(tware solution!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"4 )!0 5ser 'nter(ace 3ash oar, 61le$7!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"0 )!8 R E% e,,e, So(tware Environ%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"8 )!9 The SA+ HA:A ,ata ase-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"8 )!"# SA+ HA:A Appliance-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"9 )!"" SA+ HA:A Replication-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"2 )!"& 'ntegration with e$isting enterprise applications!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&# +art ) . '%ple%entation +lan!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&# 4!" Solution 3evelop%ent;3eploy%ent-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&" 4!& Risk Manage%ent- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4 4!) <perational Rea,iness-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4 4!)!" Change Manage%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4 4!)!& Application Support an, Har,ware Maintenance!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&0 4!)!) 5ser Ena le%ent-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&0 4!4 Success Metrics!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&0 4!# Acknowle,ge%ent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&9 0!# Re(erences-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&2 Appen,i$ "- Solution ,e%onstration- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!)# 1igure "- As.'s *usiness +rocess-!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!9 &

1igure &- To.*e *usiness +rocess!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!9 1igure )- *usiness process an, analytics solution!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"& 1igure 4- So(tware Architecture!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"0 1igure 4- HA:A Stu,io!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"9 1igure 0- SA+ HA:A appliance!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"2 1igure 8- SA+ HA:A Replication =o s!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&# 1igure 9- +ro=ect +lan!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&& 1igure 2- +ro=ect Milestones!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!&4
Appendices

Appen,i$ "- Solution ,e%onstration- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!)#

1.0 E e!uti"e Su##ary

1.1 Co#$any
GLOCO is a multinational company based in Massachusetts, USA with product development, manufacturing plants and distribution centers in continents! GLOCO manufactures a wide array of medical e"uipment and provides technical support services for the whole product line!

1.2 In%or#ation Te!hnology Su$$lier

#$AM Solutions %# S& is an '# consulting company that speciali(es in the development of analytics and data management solutions that support and optimi(e business operations! # S is a certified partner of SA), Cisco, *), '+M, and other companies with e,pertise in a wide range of development framewor-s and technologies!

1.& 'usiness (oals

)roduct "uality and customer satisfaction are -ey to GLOCO.s business success! As such, its e,ecutive staff reali(es that the following issues must be addressed/ 0! *igh occurrence of unscheduled maintenance due to incorrect forecast of time to live %##L& of e"uipment and parts! 1! *igh mean2time for help des- and field technicians to resolve customer problems! 3! Low visibility for sales and upper management on customer problems, suggestions and re"uests! ! Low visibility for product defects, usability issues, and customer re"uests in product development! 4! Lac- of data analysis of customer complaints, suggestions and re"uests! 't is clear to GLOCO management that they have the data to mitigate the issues addressed above5 however, the data is de2centrali(ed across various systems, and therefore, don.t lend the data to correlation or analysis! #his leads to challenges not only in terms of obtaining access to the data, but on how to present the data in a way that enables GLOCO to discover and gain meaningful insights!

1.) Pro$ose* Solution+

GLOCO, through #$AM Solutions, has decided to initiate an analytics pro6ect to consolidate and analy(e various structured and unstructured data sources from select GLOCO business units! #he goal of the pro6ect is to create a platform that would provide GLOCO users with real time access to correlation and analysis of GLOCO data! #he primary areas that will be focused on for this pro6ect will be the following/ 0! )roviding on2site technicians with real2time access to issues and solution information to facilitate faster resolution of product issues! 1! )roviding proactive analysis of user complaints in terms of product issues, patches, and recalls fre"uency! 3! )roviding a means to analy(e unstructured data from business units such as complaints resolution, maintenance reports, -nowledge bases, product documentation, and "uality assurance reports! ! )roviding help des- with an easily searchable central repository of correlated information to assist with product and issue in"uiries!

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)roviding visibility to various business units regarding customer complaints and issues in order to facilitate better product development and enhancements!

#he solution that will be implemented is a custom analytics application that is founded on the following technologies/ 0! SA) *A7A Appliance %in2memory database and analytics engine& 1! SA) *A7A Studio %data modeling and management tool& 3! 8 analytics engine and te,t mining pac-ages ! 9ava2based middleware 4! :le, based user interface %browser and mobile support& ;! Crystal 8eports 8eporting <! Active =irectory 'ntegration $ach of the technologies listed above were specifically chosen to facilitate the processing of large amounts of unstructured data, correlate and apply analytics algorithms to data sets, enable access to different devices such as mobile, enforce security, and provide visuali(ation and reporting capabilities!

Part 1 - 'usiness ,e-uire#ent

2.1 'usiness !onte t+
GLOCO.s management has several use2cases where the lac- of analysis of the available information related to product problems has impacted business! #he following table has use2cases and how information analysis could have improved the decision ma-ing process/

Use Case (As-Is) GLOCO is in a very competitive mar-et with low profit margins and any e"uipment recalls or parts replacement can 6eopardi(e the profitability of product lines! An e,ample is a recent large scale recall for GLOCOS>s GL3??? @ital Signs Monitor that is sold in large scale for use on $MS ambulances, started having intermittent failures! #he product error was caused by a malfunction in the US+ port where one of the electronic components had to be replaced by the brand used on GL14??! After further analysis of the returned devices, the lab personnel found out that the problem was happening when device was e,posed to low temperatures! GLOCO maintenance contracts guarantee a steady revenue and e,cellent margin, but unscheduled maintenance caused by e"uipment failure reduces the margin with the need to re2route technical personnel as well as partsAcomponents replacement before the estimated ##L! Unscheduled maintenance also means e"uipment down time, which is critical for medical e"uipment in clinics and hospitals, as they normally do not have bac-up! GLOCO -nows that most of unscheduled maintenance is caused by operation error or wrong component ##L estimates, but there is not a process in place for complaintsAsupport case analysis that could trigger proactive maintenance! Unscheduled maintenanceAfi,es are ta-ing too long! Maintenance time adds overall costs and e"uipment down time! #he main 6ustification from technicians for the high maintenance time is lac- of information! #he access to GLOCO.s system from remote locations is slow and it is hard to find the information they need! GLOCO.s help des- and internal sales re"uires high level of e,pertise! GLOCO sells medical e"uipment, supplies and services, and the help des- needs to be more -nowledgeable about medical terminology used by its customers! #he high level of e,pertise translates on higher salaries and GLOCO management is loo-ing for ways to reduce

Improvement with Data Analysis (To-Be) A better analysis of user complaints would have shown the regions where the problems were happening with the GL3??? @ital Signs Monitor, and given a clue that it was a temperature related problem! #he additional information could have reduced the si(e of the recall and speed up lab investigations, resolution and assembly line update!

Collection of complaint information including unstructured data li-e te,t, correlation of data and ran-ing customer complaints by the potential severity and probability of riswould help with proactive maintenance!

#echnicians would be able to resolve problem in the field much faster with real time access of correlated information from complaints resolution, maintenance reports, -nowledge bases, product documentation and "uality assurance reports! *elp des- and internal sales re"uired level of e,pertise could be downgraded if answer for re"uests could be easily searchable from a central repository with correlated information from complaints, suggestions, in"uires for product and services availability! Most of the re"uired information is not recorded by help des- or sales representatives because it comes in an unstructured

personnel cost by 0?B!

format li-e te,t or voice! Saving and analy(ingAcorrelating unstructured data will ma-e easy for help des- and internal sales to support customer re"uests! Correlation of complaint information as well as data from *elp =es-, internal sales and field technicians, would be -ey for development of new products and enhancement of e,isting product! Analysis of the e,isting information would be helpful in prioriti(ing the company resources, e!g!, what new products or features would ma,imi(e investments! *elp =es- would be able to resolve problems and respond to in"uiries much faster with real time access of correlated information from complaints resolution, maintenance reports, -nowledge bases, product documentation and "uality assurance reports Sales would have full visibility of customer problems, complaints and suggestions and how it correlates with product development! #he information will help new sales, up2sale and maintenance contract negotiations!

Gloco.s *elp =es-, Sales and :ield technicians have information about product problems, product and feature suggestions and well as in"uiries for products that customers would be interested in buying! All this information is not consolidate and correlated and end up never reaching product development!

GLOCO has high volume of customer service complaints and the resolution time of trouble tic-ets are ta-ing too long! GLOCO would li-e to reduce the average customer resolution time! Sales and mar-eting teams have low visibility of customer problems, complaints and suggestions! 't has no visibility on how product development correlates with customer information!

#he information re"uired for analysis is available in different GLOCO databases, documents and spreadsheets! Most of the data is unstructured and not used to provide business information! :igures 0 and 1 shows the business process/ As2's, and #o2+e after the information is consolidated and available for analysis/

Figure 1+ As-Is 'usiness Pro!ess+

Figure 2+ To-'e 'usiness Pro!ess

2.2 ,e-uire* Fun!tionality

+ased on discussions with GLOCO management and analysis of the business problems, the functionalities identified as re"uirements for the solution are/ Analytics, =ata Management, User 'nterface, )erformance, Security, and =eployment! Chat follows is a brea-down of the specific functionalities for each area that address or support the various business problems and proposed process changes! Analytics :unctionality 0! Solution is re"uired to provide a list of possible root cause of product issues! 1! Solution is re"uired to support correlation and analysis of data provided by field technicians, and provides a list of recommended solutions for a product issue! 3! Solution is re"uired to provide correlation between complaints and onsite field technician information! ! Solution is re"uired to provide real time analyses of product problems to speed up the resolution of problems via help des- and field technicians! 4! Solution is re"uired to provide most common critical issues and danger probabilities! ;! Solution is re"uired to identify trends in products and product issues! <! Solution re"uired to identify pattern on in"uires and re"uests collected by sales, help des- and field technicians, to be used by product development to identify the need for new product, new features or enhancements! D! Solution is re"uired to do fast correlation and analysis of unstructured data! E! Solution is re"uired to process transactional and analytical wor-loads %OLA) and OL#)&! =ata Management :unctionality 0! Solution is re"uired to have integration capabilities for multiple types of data sources! 1! Solution is re"uired to map, transform and load e,tracts from multiple sources, including structured %database, spreadsheets& and unstructured data %free2form te,t&! 3! Solution is re"uired to have integrated tool for data modeling! ! Solution is re"uired to store and analy(e large volumes of data! 'nitial estimate is 3#+! User 'nterface :eatures 0! Solutions user interface re"uired to be accessible via Mac, )Cs and Mobile =evices! 1! Solution is re"uired to include reports with rich graphs! 3! Solution is re"uired to include e,ecutive dashboards for data visuali(ation! )erformance 0! Solution is re"uired to generate search results in real time! 1! Solution is re"uired to generate reports in almost real time!

Security

0! Solution is re"uired to include user authentication and authori(ation controlled by GLOCO.s security directory infrastructure! 1! Solution is re"uired to maintain an audit trail for activities conducted within the system! =eployment

0! Solution is re"uired to support modular deployment with easy e,pansion!

2.& 'usiness 'ene%it .usti%i!ation

Project Implementation Bud et *ardware and Appliances Software Licensing Software =evelopment and 'ntegration @endor Consultation Staff #raining !"#"$%#%%% F34?,??? F3<4,??? F0,3??,??? F014,??? F 0??,???

#he implementation of the *A7A pro6ect will reduce cost for the company in the following ways/ 0! 8educe mean2time for on2site problem resolution by 4?B for supported products! #his will improve customer satisfaction and enable first contact resolution! #he cost per contact and on2site appearance by field engineers will be drastically reduced! 1! 8educe personnel costs22:irst level customer representatives and internal sales cost reduction duo to level of e,pertise needed! 3! 34B reduction on unscheduled maintenance! ! 8educed call time, allowing personnel cost reduction and increased customer satisfaction 4! 8eduction of discovery time for defective products will e,pedite the process of identifying the root2cause of the problem! ;! 'ncrease in sales with the analytic reports of complaint management! %?!4B on 0?B of the product line& <! 8eduction of products recalls and patches! D! )rovide critical information for product research and development!

Bene&its &rom Implementation 8educe first level *elp =es- cost %0?B& 8educe unscheduled maintenance %34B& 8educe time for on2site problem resolution %4?B&

!'#($(#%%% F43;,??? F0,???,??? F;1?,???

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8educe patches and recalls %from 3 per year to 0& 'ncrease Sales %?!4B over 0?B of product line&

F3,???,??? F1,4??,???

2.) Su!!ess Metri!s

+ased on the proposed solution and proposed process changes, a list of success parameters was identified/

+usiness 'mpact Metric 8educe onsite resolution time for unscheduled product issues 8educe unscheduled maintenance re"uests 'ncrease number of product enhancements and updates per year 8educe number of product issues or support re"uest reported %increase product "uality& 8educe *elp des- and 'nternal Sales cost 'ncrease in average customer satisfaction for problem resolution rating 8educe products recalls and patches System Operations Metrics :reshness of data in the system Application and System Security

+aseline ; hours 0??? onsite cases

Goal %first year& 3 hours <4? onsite cases

0 ma6or release per year per 1 ma6or release per year per product product 3??? per year 1??? per year 0? B reduction 3 of 4 %neither satisfied or dissatisfied& 3 +aseline 7AA 7AA 0 Goal %first year& =ata import from data sources every 3? minutes 7o critical or high ris- items identified in vulnerability assessments Saved reports e,ecuted in less than 0? min! 7AA +aseline 7AA 7AA All "ueries to complete within 0? sec Goal %first year& 04B 04B of 4 %somewhat satisfied&

8eports Application )erformance 'mplementation Metric )ro6ect Cost @ariance )ro6ect Schedule @ariance

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Part 2+ Te!hni!al S$e!i%i!ation an* Prototy$e

&.1 Ar!hite!tural A$$roa!h
#his section addresses the architectural approach to implementing the proposed solution! 'n addition, it will address the re"uirements identified in part 0 of the proposal! 't also goes into detail on the software and hardware configuration re"uired to successfully deploy the solution! :igure 3 represents the mapping between the business process and the proposed analytics solution! #he main processes illustrated are/ data collection, data analysis, and business intelligence! #hese processes are mapped with the new systems in the proposed analytics solution as well as the current system in place!

Figure &+ 'usiness $ro!ess an* analyti!s solution

Legend: (1) Data from various BU* is imported to HANA database. (2) Consolidated data is used for analyti s. (!) Data analysis is ondu ted usin" HANA and #. ($) Data analysis results are transmitted to U%. (&) #esults are displayed to BU users.

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*Business Units (BU) ' Help Des() *ervi e+*upport) *ales) ,ar(etin") -rodu t Development) .uality Assuran e

&.1 Data Colle!tion

#he process of data collection is supported through replication of the data stores identified in the +usiness Units %+U& of GLOCO! #he data from the +Us will be e,ported through SA) *A7A data management features! All data is then federated in SA) *A7A in memory database infrastructure!

&.2 Data Analysis

#he process of data analysis is supported by SA) *A7A.s built2in analytics capabilities and integration with the 8 software environment! Consolidated +U data from the SA) *A7A in memory database is processed through the analytics algorithms and pac-ages supported by SA) *A7A and 8! #his is done to create, transform, and model data in order to highlight useful information, suggest conclusions, and supporting decision ma-ing!

&.& 'usiness Intelligen!e

'nformation from the data analysis layer is presented to the user interface through a fle, driven web server! User interfaces providing results and visuali(ations will allow users from various business units as well as employees who are onsite with clients to access analysis generated from the system and utili(e them to gain insights and strategies based on the topic or problem they are currently wor-ing on!

&.) Ma$$ing /usiness re-uire#ents to solution+

#his section addresses the mapping of the re"uirements, i!e!, functional, data management, user interface, performance, security, and deployment, to the approach aimed at satisfying these re"uirements!

)unctional *e+uirements ()rom Part ,) Correlation and Analyses Solution must be able to provide the following functionality/ %i& Assist in early detection of product errors in production line5 %ii& Analy(e and correlate data provided by field technicians, and recommend best possible solution5 %iii& #rac- on complaints in correlation with onsite field technician information5 %iv& )rovide most common critical issues by product, and their failure probabilities5 %v& 'dentify trends in product malfunctions5 and %vi& Correlate customer enhancement re"uest to assist in prioriti(ing product enhancements and updates! Solution must provide real time analytics!

Approach (application# components# sites and services)

:or the analytics functional re"uirements, the proposed solution will utili(e the *A7A te,t engine and 8 libraries that are embedded in *A7A and can be invo-ed on SGL scripts! #he analytics layer will support various analytics algorithms such as association, clustering and te,t mining algorithms! Specific 8 scripts will be created and customi(ed to generate views and interfaces that will provide results that identify root cause, recommended solutions, complaint correlation, danger probabilities, trends and feature enhancements!

#he proposed solution will utili(e the SA) *A7A in2memory database to facilitate real time analytics on column based store that in2memory computing ma-es possible!

Solution must have the capability to do fast #he proposed solution will utili(e SA) *A7A.s built in features that facilitate the e,port correlation and analysis of unstructured and management of unstructured data! Several features that would facilitate this are/ data %te,t and voice to te,t&! %i& Upload of various unstructured formats such as )=:,=OC,*#ML and )lain te,t to a +LO+ field in a *A7A =+5 %ii& A #e,t $ngine module supports various te,t inde,ing and search abilities, such as e,act search for words and phrases5 %iii& A Linguistic search feature that finds variations of words based on linguistic rules5 %iv& A :u((y

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search feature that allows for direct searching of various types of unstructured data loaded to *A7A5 %v& :ederated search feature that supports searching across multiple tables and views5 and %vi& SA) *A7A supports full integration with 8 for statistical and te,t analysis! Solution must have the capability to process transactional and analytical wor-loads using OLA) and OL#)! Data -ana ement *e+uirements At a minimum, the solution must be able to integrate with the enterprise databases, email systems, te,t documents and transcribed voice data! 'n addition, it must be able to e,tract structured %database, spreadsheets, etc!& and unstructured data %free2form te,t& from multiple sources! Solution must be able to e,pand modularly #he proposed solution will utili(e SA) *A7A to leverage its various data import %and e,port& capabilities! More specifically, these following features will be utili(ed/ %i& $,port and 'mport feature in *A7A Studio5 %ii& Support of O=+C and 9=+C to connect to various data sources5 %iii& in2line SGL support for importing various free2form te,t formats to +LO+ columns5 and %iv& :ederated search capabilities that feeds "ueries out into other engines which in turn search multiple data sources! #he proposed solution will utili(e SA) *A7A to enable real2time online application processing %OLA)& analysis an online transaction processing %OL#)& due to both row2 based and column2based store engines in *A7A!

#he proposed solution will be utili(ing SA) *A7A.s scale out approach! #his will allow for the creation of multi2nodes networ-ed together! #his enables support for larger SA) *A7A memory si(es simply by adding compute nodes! #he proposed solution will utili(e SA) *A7A Studio as the data modeling tool! #he SA) *A7A studio is a collection of applications for the SA) *A7A appliance software! #he :unctionalities include/ %i& Managing the SA) *A7A database5 %ii& Creating and Managing User Authori(ations5 %iii& Creating new or Modifying e,isting Models of data in the SA) *A7A database5 and %iv& Accessing local or remote SA) *A7A databases! #he proposed solution will be able to process at least terabytes of data! *A7A employs a scale2out architecture that allows it to e,pand the database beyond the single2server boundary! #he memory across all nodes in the cluster will be usable as a single pool and thus technically, can be e,panded to accommodate as much data as re"uired! 'n addition, #he solution can e,pect a compression rate of up to 0? times due to column2based store that increases the li-elihood of similar ad6acent data and large volume of te,t +LO+ fields!

Solution must have integrated tool for data modeling!

Solution must be able to store and analy(e large volumes of data

User Inter&ace Solutions user interface must be accessible #he proposed solution will provide the following user interface options/ %i& Utili(e a web via Mac, )Cs and Mobile =evices %iOS and based client that will be designed to support ma6or browsers such as '$, :ire:o, and Android&! Safari5 %ii& Utili(e a mobile version of the interface %could be the same& to allow for access to iOS and Android mobile devices5 %iii& Utili(e SA) *A7As built2in lightweight application server that can communicate via 9SO7 which can be subse"uently read by any web application scripting language Solution must allow easy creation of reports #he proposed solution will have the following features to generate graphs/ %i& Graphic with rich graphs, to include e,ecutive libraries supported by various web scripting languages %e!g! :lash, 9ava, )*)& to dashboards and data visuali(ation! generate graphics through the front end interface5 %ii& +uilt2in visuali(ation capabilities of the analytics layer using 8 scripts5 and %iii& Customi(ed dashboards based on the functionality needed per department via a custom frontend or through the analytics layer! Per&ormance Solution must be able to generate search results in real2time and generate report close to real2time! .ecurity #he proposed solution will be leveraging SA) *A7As in2memory features to provide real2time search and almost real2time reporting!

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Solution must be able to integrate into GLOCO.s active directory %A=& infrastructure! Solution must maintain an audit trail for activities conducted within the system!

#he proposed solution will utili(e A= integration with *A7A =+! Security and role based permissions are managed by the Authori(ation Manager in *A7A =+ but authentication can be delegated to an e,ternal provider such as the L=A) directory! #he proposed solution will be utili(ing the following approach for creating audit trails for the system/ %i& Utili(e SA) *A7A.s built2in audit policies and audit trail capabilities! SA) *A7A currently utili(es a syslog protocol to send and store audit events to a specified location5 and %ii& Custom applications that will be created on top of SA) *A7A or the analytics layer will support auditing for access and transactional events! #he following security best practice approaches will be utili(ed/ %i& 'n2house security e,perts will be assigned to review the security architecture of the solution5 %ii& All custom application developed will strictly adhere to security best practices %e!g! OCAS)&5 and %iii& #he proposed solution will include a vulnerability assessment and a penetration testing in various development points in the pro6ect

Solutions coding standards must follow industry best practices %e!g! OCAS)&

Deployment Solution must support modular deployment with easy e,pansion! #he proposed solution will be utili(ing SA) *A7A.s scale out approach! #his approach will allow the organi(ation to create multi2nodes that are networ-ed together! #his enables support for larger SA) *A7A memory si(es simply by adding computer nodes! #he solution will be utili(ing SA) *A7A appliances to facilitate ease of deployment!

Solution must support fast deployment of hardware and software!

&.0 So%t1are solution

SA) *A7A replication services will collect data from several enterprise data sources! #he replication scripts will populate data based on pre2defined data models and fre"uency! Scripts to load unstructured data from documents will use 9=+C to load the te,t to a +LO+ column in a column table! Most of the solution is based on analysis of unstructured data loaded in memory and using the SA) *A7A embedded te,t engine that supports te,t search features, such as fu((y or phrase search! #o enhance the te,t analysis, the solution will use 8, which is embedded in SA) *A7A! Several algorithms provided by the SA) *A7A search engine and embedded 8 will be used in the solution, here are some e,amples/ 0! #he initial searches in the application will use the fu((y search algorithm available in the *A7A te,t engine, calculating the fu((y score for each string! #he score range from ? 20?, and only records that meet the minimum defined score will be displayed! &! #ree maps with te,t association will be done using 8 with apriori algorithm, with steps li-e/ 6i7 Store the data in a corpus %similar to an array&5 6ii7 8emove additional white space and convert the characters to lowercase > 6iii7 8emove HstopI words %common words li-e a, the, are& using the Snowball library > 6iv7 Use a natural language processor %7L)& to e,tract the phrases> 6v7 Use apriori algorithm to retrieve the fre"uency of the phrases> an, 6vi7 Output the results #he user interface will be browser based and will be written in :le,! #he :le, front end in turn will connect to the middleware using +la(e=S! #his process will allow fle, and the bac-2end to e,change messages in real2time!

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#he middleware will be written in 9ava and will be hosted on a #omcat server! #his will mainly be used as an interface to call procedures in SA) *A7A, but most of the application logic will be in *A7A procedures with embedded 8, li-e described previously! #he solution will also have Crystal reports integrated with :le, to facilitate the display and creation of reports! All the data modeling, administration, and monitoring of the SA) *A7A environment will be done via SA) *A7A studio, which is part of SA) *A7A license! :or user management, the *A7A studio will be integrated to Microsoft Active =irectory! All the :le, and 9ava development will be done by a 3rd party partner that has a strong relationship with SA) and has implemented similar solutions in other customers =uring the software architecture design, several other options were considered, including the use of a commercial software pac-age integrated to SA) *A7A li-e Spot:ire or SA) +usiness Ob6ects! #he decision to develop the solution, even though the above pac-ages offer broader and richer features, was chosen because the alternatives would have re"uired e,tensive programmingAcustomi(ation to implement the te,t mining re"uirements! #he pac-ages also have several problems with integration and proper use of the SA) *A7A calculation engine that can e,ecute operations in parallel!
Figure )+ So%t1are Ar!hite!ture

&.2 3ser Inter%a!e Dash/oar* 4Fle 5

"0

Adobe :le, is a development -it that is used to build 8ich 'nternet applications %8'As& that have functionality and features of des-top application! :le, is chosen due its performance, product maturity, and robust tooling! :le, framewor- will be used to build the front2end of the dashboard for mobile and web users! :le, and the middleware interact with each other using a remote data service called +la(e=S! +la(e=S transmit binary data over *##), which improve performance over te,t2based protocols due to less overhead!

&.6 , E#/e**e* So%t1are En"iron#ent

8 is an open source programming language and software environment for statistical computing! Among the statistical pac-ages of 8 include robust data analysis capabilities including multiple te,t mining pac-ages! #hese te,t mining pac-ages facilitates comple, te,t analysis and visuali(ation functions of both structured and unstructured data! #he close integration between 8 and *A7A allows 8.s advanced data and te,t analysis capabilities to be leveraged in the fast in2memory environment and data structures of *A7A! SA) *A7A database allows 8 code to be processed in2line as part of the overall "uery e,ecution plan! #his ma-es it possible for developers to embed actual 8 code %e!g! for te,t analysis& in SGLScript %SA) *A7A.s e,tension of SGL&! SA) has specifically created this integrated environment so users of *A7A can generate comple, statistical and te,t based analysis while leveraging the benefits of in2memory computing and storage!

&.7 The SAP HANA *ata/ase+

SA) *A7A %*igh2)erformance Analytic Appliance& is a data source independent in2memory database that combines SA) software and certified hardware components into an appliance SA) *A7A is not 6ust a standard database loaded in memory for fast access! 'n general, database management systems are either good for transaction wor-load or analytical wor-load, but not both! Chen both are need, the wor-load is normally separated in different databases %OLA) and OL#)& with data getting e,tracted from the transactional =+, transformed and loaded in the data warehouse database for OLA)! SA) *A7A has a hybrid structure with two engines within the same =+MS for/ 0! 8ow2based store! Similar to traditional OL#) databases that stores relational data in rows! #he recommendation is to use row store for tables with small number of rows, with many selects and updates of a single records, with columns containing two many distinct values or when aggregation and fast searches are not a re"uirement! 1! Column2based store! Similar to data2warehouses databases that store relational data in columns! Column store should be used when calculations are e,ecuted in a single or few columns, when table has large number of columns, when columns have few distinct values, when tables have large volume of rows and columns processing is re"uired %li-e for aggregations&! User can specify whether the table is to be stored by column or row! SA) *A7A column2based store adds other benefits li-e/

"8

0! *igh data compression rate because a column2based store is more li-ely to have the same value in contiguous memory! =ata compression also increases speed with more data loaded to C)U cache! Another interesting point is that *A7A is aware of compression and uses it to speed up operations li-e aggregation and scan! 1! Column2bases store ma-es parallel processing easier! #he columns relevant to a "uery can be divided in subsets and operations e,ecuted in parallel! 'f different columns need to be searched or aggregated, it can be done in difference processor core! Columns can also split in section to be processes by different cores! SA) *A7A has a calculation engine that allows calculation to be done in the database without moving the data to the application layer for processing, and also provides a te,t search engine for te,t inde,ing and search capabilities, including e,act search for words and phrases, linguistic and fu((y searches! A common problem with in memory database is how to persist the data in case of power loss! SA) *A7A -eeps a log in non2volatile memory for all changes made in the data and every committed transaction creates an entry in the log! At the same time SA) *A7A stores changed pages in Hsave pointsI and they are saved in non2volatile store every 4 minutes! #he combination of log and asynchronous Hsave pointsI allows SA) *A7A to recover the data in case of power loss and meet the durability re"uirement of =+MS AC'= (atomicity, consistency, isolation and durability& where the other three re"uirements are not affected by the database being in2memory! SA) *A7A studio is part of the *A7A solution and contains a collection of tools for database administrators and developers to manage data and monitor the *A7A database! 't runs on the $clipse platform and has a uniform user interface for all the tools! #he main applications in *A7A studio are/ 6i7 Administration console! 't allows the monitoring and administration of one or more *A7A databases! 't includes user management, bac-up and recovery, configuration changes, performance information and troubleshooting5 %ii& 'nformation Modeler! 't allows users to create new and modify e,isting models of data! 't allows the creation of attribute, analytical and calculation views5 and %iii& Lifecycle management! 't allows automated updates of the *A7A software!
Figure 0+ HANA Stu*io

&.10 SAP HANA A$$lian!e+

"9

SA) is agnostic about hardware vendor but the *A7A hardware solution must to be certified by SA) and the vendors that have certified version are Cisco, '+M, *), :u6itsu, *itachi and 7$C! SA) defines standard si(es that need to be matched by the hardware vendors! A SA) *A7A hardware configuration has the following components/ .erver/ 'ntel Cestmere $J with up to D C)Us and D? cores! -emory/ 01DG+ per C)U of 8AM, D C)Us and D? cores to a ma,imum of 0#+ of 8AM )ast /o stora e/ normally :usion2io io=rive =uo! Same si(e as 8AM =is- storage, SAS direct storage or networstorage depending on the configuration! #he SA) *A7A appliance is limited to the certified hardware vendors, and our selection too- in consideration price for different si(es of appliance %401G+, 0#+, 1#+, #+, D #+&, prices for upgrades from 0 #+ to 1 #+ and to D #+, disaster recovery plans, maintenance costs, monitoring and automation capabilities, storage solution! 'n general hardware prices are compatible and we selected Cisco as the appliance vendor because Cisco has no competitive conflict with SA), unli-e *) and '+M, Gloco.s networ- is based on Cisco devices and a partnership is already in place, and Cisco solution includes HCisco 'ntelligent Automation for SA) *A7AI that is a SA) certified tool for monitoring and automation of operations and problem resolution!
Figure 2+ SAP HANA a$$lian!e

&.11 SAP HANA ,e$li!ation+

"2

=ata from multiple data sources will be loaded in SA) *A7A! 8eplication can be manage directly from SA) *A7A Studio using SA) Landscape #ransformation 8eplication %#his is simple solution to retrieve the data from the non2*A7A databases& Supports O=+C, 9=+C, M=J Scheduled, Manual, or 8eal #ime 8eplication SA) *A7A supports flat file, e,cel type files, te,t type files, etc!, that can be used by *A7A Studio for documentation!
Figure 6+ SAP HANA ,e$li!ation 8o/s

&.12 Integration 1ith e isting enter$rise a$$li!ations

'ntegration of GLOCO.s Ceb Applications with #$AM Solutions includes three -ey areas/ =ata 8eplication, Authentication and User 'nterface! SAP HANA Data Replication ServerK=ata from multiple data sources, e!g! GLOCO +U =atabases and files, will be loaded in SA) *A7A in2memory database with the use of SA) *A7A =ata 8eplication Server! Single Sign-onK#$AM Solutions provides Single Sign2On capabilities that will enable GLOCO to integrate with chosen authentication mechanism! Single Sign2On allows GLOCO users to seamlessly log into #$AM Solutions Server based on a shared login mechanism and 'd! Supported authentication mechanisms include Lightweight =irectory Access )rotocol %L=A)&, Active =irectory, 9ava Authentication and Authori(ation Service %9AAS&! User Interface Themes/SkinsK#$AM Solutions application can be customi(ed to match the loo- and feel of GLOCO Ceb applications and allow for rebranding of user interface! #his is accomplished through the use of CSS based themes, which allow for a set of changes to be pac-aged together in one view! HTTP APIsKAccessing to #$AM Solutions Analytics reports and dashboards can be called via *##) and embedded into GLOCO Ceb applications using i:rames! #here are a few different integration scenarios that can be accomplished with following mechanisms/ 6i7 Using U8L parameters %6Lusername, 6Lpassword& authentication can be s-ipped allowing for the login screen to be s-ipped5 %ii& Using U8L with type parameter to indicate the type of report element to display5 and %iii& Using plain U8L to load up only a dashboard! We Services APIsK#$AM Solutions provides SOA) and 8$S# Ceb Services A)'s allowing for different components of the applications to be integrated into GLOCO Ceb applications! #his includes the repository services, scheduling services, domain services and administrative services! Ceb Services re"uests are authenticated using Spring Security and can be configured to use *##)S! !etricsKApplication will publish metrics li-e response time, parallel access, and number of accesses!

Part & - I#$le#entation Plan

&#

#he success of the SA) *A7A deployment depends on the effective planning of the pro6ect with all the appropriate GLOCO sta-eholders! #his includes identifying business unit representatives, system administrators, developers, database administrators, etc! #he table below identifies all the GLOCO personnel that must parta-e on the pro6ect deployment, along with their contribution to the pro6ect!
*ole Chief 'nformation Officer %C'O& +usiness Unit 8epresentatives )ro6ect Manager $nterprise Architect +usiness Analyst Software =eveloper Guality Assurance $ngineer Security Architect *esponsi0ility Gain acceptance from GLOCO senior management for the pro6ect, and approve its funding! 'dentify the +U data to be replicated to *A7A Manage the pro6ect tas-s, guard against scope2creep, provide status reports to C'O, and ensure that the pro6ect is completed within the identified budget! Assist with ensuring that the solution remains closely aligned with GLOCO.s '# strategic goals Assist with the business wor-2flow of the application =evelop the applications re"uired for the pro6ect $nsure that functional testing is performed on the solution prior to deployment to production environment! )erform a Security 8is- Assessment on the application and ensure that vulnerabilities are fi,ed andAor ensure that senior management accepts the ris- for unmitigated vulnerabilities! $nsure that the re"uired hardware and operating systems are built to specification! 'n addition, the administrator with assist with the implementation of Single Sign2On with Microsoft Active =irectory! $nsure that the application is networ-ed to the GLOCO infrastructure! 'dentify the database tables to be replicated to *A7A, and assist with the implementation

System Administrator

7etwor- $ngineer =atabase Administrator

).1 Solution De"elo$#ent9De$loy#ent+

#he scope of this pro6ect is limited to the following areas/ %i& develop a user interface %U'& that will be accessible via mobile devices, e!g!, tablets, android handsets, ')A=s, etc!, and traditional application using browsers! #his U' will be used by field technicians, helpdes- representatives, sales representatives, product development and upper management5 %ii& integrate the system user.s Microsoft Active directory credentials to the application via Single Sign2On technology5 %iii& integrate the U' with a *A7A bac-2end, and ensure that information is presented to the user in real2time5 %iv& replicated +U data to *A7A database5 and %v& implement a reporting feature into the application! #he U' =ashboard, U' reports, 9ava middleware , *A7A SGLScripts and 8 scripts will be developed by a 3rd party partner! 'n order to effectively develop the solution in an orderly manner, a pro6ect plan must be created! #he pro6ect plan identifies the re"uired deliverables to successfully complete the pro6ect!

&"

Figure 7+ Pro8e!t Plan

#he following table has the list of deliverables e,pected per tas- in the pro6ect plan/

Tas1 *ana Appliance %softwareAhardware&

Delivera0le

M M M M

Appliance specification and order *A7A #estA=ev environments plan *A7A Appliance installation and configuration plan *A7A Appliance training plan Crystal 8eports order %Crystal will be embedded on :L$J for canned reports, so install and configuration will be done by the development group! =ata modeling schema Solution integration test plan :eatures test )lan *A7A appliance installed and configured *A7A training completed *ana =evA#est environments configured

Crystal 8eports =ata Modeling #est )lan *ana Appliance 'nstallationAConfigurationA#rai ning #est $nvironment

M
M

M M
M M M

&&

#est =ata for =evelopment =ocumentation repository review =ata :ederation phase 0 =ata :ederation phase 1 Application =evelopment )hase 0

#est data loaded in the devAtest environment =ocumentation reorgani(ation and common repository defined and loaded! *A7A replication scripts and 6obs for Application =evelopment phase 0 Load =ata in the *A7A test environment *A7A replication scripts and 6obs Load =ata in the *ana test environment :eatures, including development and G$/ N U' frameworN Middleware :rameworN *ana SGLScript frameworN Crystal 8eport integration N 'nitial use case from bac-log li-e most common issues per type and model with fu((y search for issues :eature test cases e,ecution results )hase 0 demo to sta-eholders :eedbac- triage and application phase 1 plan review :eatures, including development and G$/ 3 Additional use cases from bac-log li-e/ 4 Search criteria including date, location and customer type 4 =rill down to root cause A most relevant solutions %heat map& for basic criteria li-e type and model! 4 'ssues per customer analysis 4 Searches including various document types! 3 4 8eports 3 Login interface 3 Mobile interface :eature test cases e,ecution results )hase 1 demo to sta-eholders :eedbac- triage and application phase 3 plan review Solution test cases e,ecution results %features from phases 0 and 1& Sta-eholders signoff )artial Security acceptance report and signoff

M M M
M M M

M
=emoA :eedbac- 8eview )hase 0 Application =evelopment )hase 1

M M 2

2
=emoA :eedbac- 8eview )hase 1 Solution Acceptance #ests 0 Gloco Security $valuation Application =evelopment )hase 3

M M
M M M

'

''
=emoA :eedbac- 8eview )hase 3 Application =evelopment )hase

:eatures, including development and G$/ a Additional use cases from bac-log li-e/ i Additional drill down to root cause A most relevant solutions %heat map& for advanced criteria! ii 'dentify failure probability per type and model iii Search any string and show documents per relevance with matched information highlighted iv Advanced search algorithms v =rill down on problem per customer! b 4 8eport :eature test cases e,ecution results plan review

M M M

)hase 3 demo to sta-eholders :eedbac- triage and application phase

:eatures, including development and G$/ a Additional use cases from bac-log li-e/ O =rill down on issues per location

&)

O O O O O N N M
=emoA :eedbac- 8eview )hase Application =evelopment :inal

User management %authori(ation& Geographic map %regional visuali(ation& for issues 2 cluster and heat maps Autocomplete on searches *elp des- can searches to get related terms to details *eat map for medical terms

8eports )ublish application metrics! :eature test cases e,ecution results )hase demo to sta-eholders :eedbac- triage and application phase 3 plan review :eatures added to bac-log during demosAtestsAreviews #est cases updated with additional features :eature test cases e,ecution results

M M
M M M

=emoA :eedbac- 8eview 2 :inal *elp =es- Application 'ntegration :ield #echnician Application Update Application 8egression #ests Solution Acceptance #ests 1 Gloco Security $valuation Solution #raining Go )roduction

:inal demo to sta-eholders :eedbac- triage and application phase 3 plan review

'ntegration with help des- application implemented Update field technician application to allow data load in *A7A! 8egression test cases e,ecution results! 't includes G$ tests of all application features! Solution acceptance test cases e,ecution results %all features and integration& Sta-eholders signoff :inal Security acceptance report and signoff ClassALab training and online training %recordings&! :inal pro6ect signoff Updated solution specification Source code $scrow

0
M M M M M M M M

Figure :+ Pro8e!t Milestones

).2 ,is; Manage#ent+

#he 8is- Management process documents the ris- mitigation strategy for the system! #his is not to be confused with a 8is- Assessment, which primarily deals with vulnerabilities to the system! #he 8is- Management )lan deals more with business related ris- associated with the system! #he following are the business ris-s associated with the development and deployment of the *A7A solution!

&4

*is1 Schedule overrun 'mpact/ 5I65 )robability/ 5I65

Description Schedule overrun is a concern due to the fact that the application may not be delivered on time due to delays, ineffective pro6ect oversight, or resource limitation!

-iti ation #he plan for mitigating the ris- is by defining a clear pro6ect schedule that identifies all critical tas-s, milestones and availability of resources! #he schedule will be communicated to all team members and sta-eholders including regular wee-ly status updates to ensure that all pro6ect tas-s are on trac-! #he methodology will incorporate multiple iterations and demoAfeedbac- to ensure that all functionalities are delivered on schedule! Any deviations in the schedule are recorded, escalated and discussed by the pro6ect team as re"uired to determine action plans to maintain the schedule! =ay to day activities will also include a review of tas-s and color coding of tas-s if issues encountered %e!g! red for tas-s that have issues&! All said activities will be closely coordinated with the GLOCO )MO! #he plan for mitigating the ris- is by a thorough and detailed assessment of the business and '# re"uirements vetted by -ey sta-eholders of GLOCO! #his ensures that scope and features as established before budgeting! A thorough analysis of hardware, software and personnel costs will be conducted during the beginning of the pro6ect! All cost will include estimates based on cost contingency principles!

Cost overrun 'mpact/ 5I65 )robability/ 5I65

)ossible causes for cost overrun for this pro6ect could be due to poor definition of re"uirements or scope, inaccurate estimates of softwareAhardwareApersonnel costs that could lead to underfunding of the initial budget! Cost overrun may also be a product of a schedule overrun! #he pro6ect utili(es a relatively new %e!g! SA) *A7A& or relatively comple, %e!g! 8& technologies! As with all new technologies, there is a possibility that technical resources might be scarce and not available in house at GLOCO! A large part of the pro6ect is replicating the e,isting data with various +U in GLOCO to *A7A! #his involves coordinating with the various +U representatives to ensure that the *A7A development team is familiari(ed with the specific data elements as well as the source system where the information will be e,tracted! Lac- of coordination and communication between the +U representatives and the *A7A development team could potentially lead to delays leading to schedule and cost overruns!

#echnical $,pertise 'mpact/ -7DIU)robability/ /89

#he plan for mitigating the ris- is by outsourcing to a #eam partner development company with strong capabilities on foundational technologies of the pro6ect such as :le,, SGL, 8, 9ava and SA) *A7A! Additionally, all necessary legal contracts and escrow agreements will be in place between the development company, #eam and GLOCO!

Coordination with +usiness Units 'mpact/ -7DIU)robability/ /89

#he plan for mitigating the ris- is to ensure that all relevant business units are well represented on the pro6ect! +U representatives who have e,pertise on the source systems will be identified and will be part of the pro6ect team during initiation of the pro6ect! #argeted users of the new analytics system will also be identified and will be included during application demos as well as application user testing in order to familiari(e themselves with the new system as well as get their input!

).& <$erational ,ea*iness+

).&.1 Change Manage#ent
Once the system deployment is complete, the system will be registered as an official GLOCO system in the Change Management +oard %CM+& of GLOCO! Meaning, all changes to the system must go through an approval process that is voted on by the CM+! $,amples of the changes that re"uire authori(ations from the CM+ are/ %i& patch updates to any component of the system, from hardware to software5 %ii& enhancements to the systems front2end, middleware, bac-2end,

&4

or operating systemAhardware5 and %iii& any type of maintenance to the system! 'n addition, all changes, regardless of whether change management was involved or not, must have a corresponding change order in the GLOCO tic-eting system!

).&.2 A$$li!ation Su$$ort an* Har*1are Maintenan!e

Application support will be provided by # S through an application support and service contract with GLOCO! #he following support functions will be provided/ 6i7 )atches and updates to the User 'nterface, Middleware, 8eplication Scripts, and the *A7A database5 %ii& Addressing of any application trouble tic-ets pertaining to the components above5 and %iii& Monitoring and maintenance of critical integration and data replication scripts! Any new enhancements and functionalities re"uested by GLOCO outside of the original re"uirements will be addressed in a case to case basis as part of a support contract ad6ustment! *ardware maintenance will be handled through a support contract with the hardware vendor! All changes stemming from application support and hardware maintenance activities will go through the Change Management +oard!

).&.& 3ser Ena/le#ent+

$very development phase will have a demo to sta-eholders! :eedbac-s and enhancement re"uests will be included in the bac-log and addressed in the new development phases A iterations! #he pro6ect plan includes two solution acceptance phases for sta-eholder to validate and approve the solution! #raining will be addressed in the following manner/ %i& the System Administrators will be trained on *A7A appliance installation and maintenance to effectively administer the *A7A infrastructure! 'n addition, the =atabase administrators will be trained on SA) *A7A Studio5 %ii& 'n2class training sessions will be conducted for all the end users, i!e!, :ield #echnicians, *elp =es- 8epresentatives, )roduct =evelopment, Sales 8epresentatives and Managers! %iii& @ideo tapings of these courses will be made available to the systems users through the GLOCO internal website, in the event that users may re"uire refresher training! Access to the system is tied into GLOCO.s Microsoft Active =irectory domain using Single Sign2On5 however, access is granted through the GLOCO *elp =es-! )rior to receiving access, the re"uesting user must first have written authori(ation from his or her manager!

).) Su!!ess Metri!s

#he success of the pro6ect will be determined by grading the success criteria identified in )art one of this document! 'n the table below, the last column on the right represents that grading of the success criteria after one year of the system being operational!
Business Impact -etric 6oal -ethod

&0

8educe onsite resolution time for unscheduled product issues 8educe unscheduled maintenance re"uests 'ncrease number of product enhancements and updates per year

3 hours <4? onsite cases 1 ma6or release per year per product

8eport from e,isting On2site application that measures time spent on issue resolution! 8eport from e,isting On2site application that measures re"uests received and resolved! Corporate newsletters!

8educe number of product issues or 1??? per year support re"uest reported %increase product "uality& 8educe *elp =es- call time 8educe *elp des- and 'nternal Sales cost 'ncrease in average customer satisfaction rating for problemAincident resolution 8educe products recalls and patches .ystem 8peration -etrics :reshness of data in the system 8eports Application )erformance Implementation metrics )ro6ect Cost @ariance )ro6ect Schedule @ariance 04B Cost @ariance 04B Schedule @ariance 04B 0?B reduction

8eport from e,isting *elp =es- application that measures support re"uests received and resolved! 8eport from e,isting *elp =es- application that measures time spent over the phone! 8eport from e,isting *elp =es- application that measures the number of customers served per employee! Use of Customer Satisfaction Survey to measure customer satisfaction! Use of )roduct development database to measure product recalls and patches!

of 4 %somewhat satisfied&

0 per year

=ata import from data sources 8eports generated from system log file! every 3? minutes Saved reports e,ecuted in less than 0? min! Metrics published by the new application!

All "ueries to complete within Metrics published by the new application! 0? seconds

Signoff document! Signoff document!

&8

0.0 A!;no1le*ge#ent
TEAM4Solutions woul, like to thank the tireless sta(( o( 'SMT E.&##> %ore speci(ically? Zoya @instler? Takayuki 'i,a? *o Aittstein? Je(( +arker? an, Alvaro Galin,o (ro% SA+ (or %aking our Harvar, E$tension School e$perience whole? as we co%plete the capstone o( the 'n(or%ation Technology? 'n(or%ation Manage%ent Syste%s ABM ,egree!

&9

2.0 ,e%eren!es+
Massimo )e((ini, =aniel Sholler, SA) #hrows =own the 7e,t2Generation Architecture Gauntlet Cith *A7A, Gartner 8esearch, 03 October 1?00 8o,ane $d6lali, =onald :einberg, Chat C'Os 7eed to Pnow About 'n2Memory =atabase Management Systems, Gartner 8esearch, D September 1?00 8o,ane $d6lali, =onald :einberg, Cho>s Cho in 'n2Memory =+MSs, Gartner 8esearch, 0? September 1?01 SA) mar-et place website and public web sites/ http/AAwww!sap!comAsolutionsAtechnologyAin2memory2 computing2platformAhanaAoverviewAinde,!ep, http/AAwww!sap!comAassetAinde,!ep,QidRcaE e??<2D03E2 d0<2b3D?2DE;aad;f?<<? SA) documentation 2 SA) *A7A =atabase for 7e,t2Generation +usiness Applications and 8eal2#ime Analytics: http/AAwww!e,periencesaphana!com! http/AAwww!sap!comAsolutionsAtechnologyAin2memory2computing2platformAhana! www!redboo-s!ibm!comAabstractsAredp D0 !html. http/AAen!wi-ipedia!orgAwi-iASA)L*A7A SA) *ana developer.s guide/ http/AAhelp!sap!comAhanaAhanaLdevLen!pdf

&2

Appendi, 0/ Solution demonstration/

.tep ,; An on2site field technician was called by a client hospital to fi, a much used but relatively old ultrasound machine, model number Medison 8;, in the O+2GS7$ department! Chen the technician arrived, the only indication of the problem is a cryptic flashing H$88O8 CO=$ 4?I te,t displayed in the screen of the machine! )reviously, the field technician would have had to pour over various product manuals, wi-is or even call an overseas product support unit in order to figure out what was wrong with the machine but instead, the technician ta-es out his mobile device and connects to the new GLOCO analytics application!

.tep "; Once logged in, the technician simply types in H$88O8 CO=$ 4?I in the search bo, and within seconds, the technician is presented with a consolidated view from various sources of what H$88O8 CO=$ 4?I is and what are the most li-ely root cause of the issue!

.tep <; $ven though the technician misspelled the word HerrorI, the search still came up with results5 the *A7A database still searches through the unstructured data using the fu((y search method! #he technician is then able to drill down to review each root cause and is even presented with the most common solutions to resolve the issue! #he technician then utili(es the -nowledge and insights he has gained from his research and fi,es the problem fast and efficiently! err .tep =; #he technician clic-s on HMedisonI inside of the HManufacturerI panel! #he application filters the results to list only Medison products!

)#

.tep $; #he technician then clic-s on one of the previous case to see more details about Herror code 4?I!

.tep (; 'nstead of going through all the previous cases to see all of the resolutions, the technician drags the HPey )hrasesI panel and dropped it into the H8esultsI panel! #he heat map in the HPey )hrasesI panel display all the associated phrases from the H$vent SummaryI! #he si(e of the s"uare corresponds to the amount of time the phrase was entered in the H$vent SummaryI! According to the heat map, the most fre"uent phrase is Hreplaced power supplyI! #he second most fre"uent is Hrebooted systemI! +ob can try to reboot system before replacing the power supply to fi, the error code 4?!

)"

.tep ';

)&

))

)4