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Business Intelligence @KBC hype or reality Bart De Feyter, projectleider ICT bart. defeyter@KBC. be Business Intelligence @KBC hype or reality Bart De Feyter, projectleider ICT bart. [email protected] be

Agenda Introduction KBC Group ICT Business Intelligence@KBC : hype or reality Questions & Answers Agenda Introduction KBC Group ICT Business [email protected] : hype or reality Questions & Answers

Agenda Introduction KBC Group ICT Business Intelligence@KBC : hype or reality Questions & Answers Agenda Introduction KBC Group ICT Business [email protected] : hype or reality Questions & Answers

KBC Bank & Insurance Group n Ranking l One of the top 2 banks KBC Bank & Insurance Group n Ranking l One of the top 2 banks in Belgium l One of the top 3 insurers in Belgium l One of the top 20 banks in Europe l Leading financial group in Central Europe n Market share in Belgium l Banking : 20 -25% l Insurance : 9% (non-life) 22% (life) n Head office in Brussels n 50. 000 employees n 13. 000 clients

Organizational structure KBC Group Secretariat of the Board of directors & the executive Committee Organizational structure KBC Group Secretariat of the Board of directors & the executive Committee Group Secretary A. Bergen Group HR Belgium Central European Private Banking Merchant Banking COO KBC Group CFRO KBC Group F. Florquin J. Vanhevel E. Verwilghen G. Segers C. Defrancq H. Agneessens o ltinati a mu cture p stru l grou na Group Strategy Group Communication Group Audit Group Compliance Central Investment Distribution Leadership Centre

Market capital Ranking in Euroland 1 2 3 4 5 6 7 8 9 Market capital Ranking in Euroland 1 2 3 4 5 6 7 8 9 BNP Paribas (35 bn) BSCH (31 bn) BBVA (29 bn) Deutsche Bank (26 bn) ABN AMRO DJ Euro(25 bn) Société Générale (24 bn) Stoxx Banks Unicredito (22 bn) constituent Fortis (22 bn) Crédit Agricole (14 bn) 10 11 Dexia (14 bn) Intesa BCI (12 bn) Allied Irish Banks (12 bn) 12 13 Bank of Ireland (10 bn) 14 KBC (9 bn) 15 16 17 18 19 20 San. Paolo IMI (9 bn) Banco Popular (8 bn) HVB (7 bn) Mediobanca (6 bn) Bca MPS (6 bn) Bco Popular (5 bn) Jan 2006 Dec 2004 Dec 2002 1 2 3 4 5 6 7 8 9 BSCH (57 bn) BNP Paribas (48 bn) BBVA (42 bn) Deutsche Bank (35 bn) Crédit Agricole (35 bn) Société Gén. (34 bn) ABN AMRO (32 bn) Unicredit (27 bn) Fortis (26 bn) 31 -01 -06 1 2 3 4 5 6 7 8 9 BSCH (74 bn) BNP Paribas (63 bn) Unicredito (62 bn) BBVA (57 bn) Deutsche Bank (50 bn) Société Générale (48 bn) Crédit Agricole (44 bn) ABN AMRO (44 bn) Fortis (38 bn) 10 Intesa BCI (21 bn) 11 Dexia (18 bn) 10 Intesa BCI (33 bn) 11 KBC (31 bn) 12 KBC (18 bn) 12 San Paolo IMI (26 bn) 13 San Paolo IMI (15 bn) 14 Allied Irish Banks (12 bn) 13 Dexia (23 bn) 14 HVB (19 bn) 15 16 17 18 19 20 Commerzbank (19 bn) Allied Irish Banks (16 bn) Erste Bank (14 bn) Capitalia (14 bn) Bank of Ireland (13 bn) Nat. Bank of Greece (13 bn) 15 16 17 18 19 20 HVB (12 bn) Bank of Ireland (11 bn) Bco Popular (10 bn) Commerzbank (9 bn) BA-CA (9 bn) Mediobanca (9 bn)

Unique Multi-Channel Distribution Platform in Belgium KBC Group Products Traditional Leasing/ Retail/SME Factoring Banking Unique Multi-Channel Distribution Platform in Belgium KBC Group Products Traditional Leasing/ Retail/SME Factoring Banking Merchant Banking 892 retail branches Distribution Clients Capital Asset Mgt. Markets / Private / Trading Banking Insurance/ Reinsurance 25 private banking branches 29 corporate branches 584 tied insurance agents Internet / electronic channels Stock Brokerage 723 Centea bank agents 2. 700. 000 retail clients 13500 corporate clients 800 multinationals 19000 private banking clients dd. 31 -12 -2005

Geographical presence in Europe Top-3 -player in Belgium Retail bancassurance Private banking Corporate banking Geographical presence in Europe Top-3 -player in Belgium Retail bancassurance Private banking Corporate banking Top-3 bank/insurance player in CEE-5 Czech Republic Hungary Slovakia Poland Slovenia European private banking network : >100 locations across 9 other countries France and Monaco Germany Italy (sold to BANIF) Luxembourg Netherlands Switzerland UK Selective corporate banking network : selective presence in 6 countries outside Belgium and CEE France Germany Ireland Netherlands UK + looking for more investments in Central and Eastern Europe

KBC Group's current presence in Central Europe Poland (banking) Ranking : 9 th Market KBC Group's current presence in Central Europe Poland (banking) Ranking : 9 th Market share : 4% Clients : 0. 9 m. Branches : 333 Czech Republic (banking) Ranking : 2 nd Market share : 21 % Clients : 3. 0 m. Branches : 218 (+ 3400 points of sale-PO) Slovakia (banking) Ranking : 4 th Market share : 7% Clients : 0. 2 m. Branches : 99 Hungary (banking) Ranking : 2 nd Market share : 11% Clients : 0. 8 m. Branches : 158 Slovenia (banking) Ranking : 1 st Market share : 42 % Clients : 2. 0 m. Branches : 395 Poland (non-life/life insur. ) Ranking : 2 nd / 8 th Market share : 11% / 2% Clients (est. ) : 1. 8 m. Poland Czech Rep. Slovakia Hungary Slovenia Market share is average of share in customer credits and in customer deposits Czech Republic (non-life/life insur. ) Ranking : 6 th / 4 th Market share : 4% / 9% Clients : 0. 7 m. Slovakia (non-life/life insur. ) Ranking: 6 th / 8 th Market share : 4% / 4% Clients : 0. 2 m. Hungary (non-life/life insur. ) Ranking: 6 th / 6 th Market share : 4% / 4% Clients : 0. 4 m. Slovenia (non-life/life insur. ) Ranking : - / 4 th Market share : - / 8% Clients : 0. 1 m

KBC outside Europe New York Los Angeles Atlanta Tehran Mumbai Chennai Nanjing Shanghai Taipei KBC outside Europe New York Los Angeles Atlanta Tehran Mumbai Chennai Nanjing Shanghai Taipei Kaohsiung Taichung Hong Kong Shenzhen Labuan Kuala Lumpur Singapore

KBC Group ICT KBC Group ICT

ICT in a bank: boring or not? ICT in a bank: boring or not?

Group ICT n Employees l l l n Services l l n Your ICT, Group ICT n Employees l l l n Services l l n Your ICT, our business Delivering end-to-end ICT solutions (software, hardware, service) Maintenance of ICT solutions Hosting services Network & infrastructure management Clients l l l n Belgium: 1. 820 KBC & 500 external consultants Central Europe: 1. 300 KBC India: 250 Valuesource (100% daughter of KBC) KBC Group Belgium KBC Group international Other corporate clients in the Benelux (Orbay, IFB, …) Turnover: € 650 mn

Our ICT organisation n Client focused l l n Organisation l l l n Our ICT organisation n Client focused l l n Organisation l l l n Process driven Matrix organisation & project approach Fast growing international project portfolio Technology & architecture l l n Strong governance & business-ICT alignment Best-in-class ICT services Fast follower in new technologies High availability Architecture driven Integrator of components Multi-sourcing l l Core business by our own people Fixed price outsourcing & package solutions for non-core (e. g. SAP) External consultants for temporary needs India for technical implementations & conversions

A multi-channel distribution platform requires … KBC-M@tic Branches KBC-Phone Call Center Isabel SMS Clients A multi-channel distribution platform requires … [email protected] Branches KBC-Phone Call Center Isabel SMS Clients Head office E-business Distribution Channels Product factories

… a 3 -tier architecture Tier 1 Presentation (frontend) Tier 2 Tier 3 Integration+Steering … a 3 -tier architecture Tier 1 Presentation (frontend) Tier 2 Tier 3 Integration+Steering Business Logic + Data (midtier) (backend) → Mainframe Bank Data transport → Mainframe Insurance Belgacom Telindus → Mainframe Fin. Force → Kennisbank Browser in Branches & online (PC) Server park (Unix) Central Servers (mainframe, Unix)

ICT infrastructure (Belgium only) 4 IBM Mainframes (+/- 14. 500 Millions of Instructions Per ICT infrastructure (Belgium only) 4 IBM Mainframes (+/- 14. 500 Millions of Instructions Per Second) 125 Terabyte (125000 Gb) 2 robots: 6600 tapes of 80 Gb 13. 000 transactions/day 17. 000 PC’s 2. 000 portable PC’s 750 softwares 17 Terabyte 600 Unix servers (HP, SUN Solaris) 100 Intel based application servers 100 web servers 27 Terabyte hard disk 1000 network printers & multifunctionals 140 Terabyte backup KBC Datacenter is one of the largest in Belgium

Our ICT organisation Applications Development Datacenter Work preparation Projects Service Support for ICT processes Our ICT organisation Applications Development Datacenter Work preparation Projects Service Support for ICT processes & tools Support HRM, Finance, Procurement, Security, Communication

Functions in ICT – Belgium (numbers) Applications Development Business analyst (65) Work preparation Program Functions in ICT – Belgium (numbers) Applications Development Business analyst (65) Work preparation Program manager (35) Project Leader (100) Analyst (300) Projects Technical Designer (210) Programmer* (250) Team Leader (40) Service Application Engineer (300) Programmer* (250) Datacenter Technology Analyst (15) Work preparation Analyst (15) System Projects Project Leader (20) Team Leader (40) Service Delivery Owners (11) Service System Engineer (280) Operational System Engineer (200) Operator (150) Architect (12) Support data & process Support for ICT processes & tools modelling (50) Support methods (40) HRM Resource Manager (12) Support tools (50) Trainer & Knowledge Manager (15) Financial Analyst (12) Support HRM, Finance, Procurement, Security, Communication Procurement (10) Information risk & Security (10)

The ICT offices Brugge Roeselare Antwerpen Gent Aalst Mechelen Hasselt Leuven Brussel Head offices The ICT offices Brugge Roeselare Antwerpen Gent Aalst Mechelen Hasselt Leuven Brussel Head offices Data centers Local offices

Vision on HR Knowledge management: • Internal & external training • e-learning • Knowledge Vision on HR Knowledge management: • Internal & external training • e-learning • Knowledge management communities • Technical & personal skills • Mentors & coaching • Open university (Open Leren) Career development: • Performance appraisals • Assessments • Talent management • Function descriptions • Career paths • Career coaching by resource manager Motivated people with the right skills, at the right moment, at the right place, now and tomorrow. Communication: • Intranet • Newsletter ICT • Newsletter KBC • Video news KBC • ICT Forum • Technology Forum Staffing: • Internal vacancies published • Central staffing of all projects by resource managers • Active rotation of people

Agenda Introduction KBC Group ICT Business Intelligence@KBC : hype or reality Questions & Answers Agenda Introduction KBC Group ICT Business [email protected] : hype or reality Questions & Answers

About the importance of BI …. ICT managers consider Business Intelligence as their 4 About the importance of BI …. ICT managers consider Business Intelligence as their 4 th priority of 2007 ! 48% of the services sector have BI-software. This will increase to 75 % in 2 years. Even the public sector, education and the health care follow. Evolution from transaction driven to knowledge driven steering of companies.

n What is BI ? n What are the different tools ? n An n What is BI ? n What are the different tools ? n An example of BI in the practice n How BI is organised in KBC ?

n What is BI ? n What are the different tools ? n An n What is BI ? n What are the different tools ? n An example of BI in the practice n How BI is organised in KBC ?

What is BI ? n The term Business Intelligence (BI) represents the tools and What is BI ? n The term Business Intelligence (BI) represents the tools and systems that play a key role in the operational and strategic planning process of the corporation. These systems allow a company to gather, store, access and analyze corporate data to aid in decision-making

Business Intelligence Abstract What ? The oriented process - with the necessary services – Business Intelligence Abstract What ? The oriented process - with the necessary services – _ to collect and analyse data & information _ form insight and then apply this information for decision making n Oriented : each BI-investment must be related to 1 or more company goal n Process : set of structural, continuous activities n Services : systems & people n Collect : data & information n Analyse : interpretation of data, searching for patterns & relations n Apply : distribution of information to decisionmakers in order to combine this new insights with actual knowledge for decision making l Automatic apply (closed loop) : automatic use of new information without human interaction/decision e. g. procescontrol

Groupware/ collaboration EAI/EII Action ODS ETL Data/document warehouse Enterprise Portal on ati nform I Groupware/ collaboration EAI/EII Action ODS ETL Data/document warehouse Enterprise Portal on ati nform I Business Intelligence Data Cockpits/ dashbords Datamarts Reporting Data & text mining Visualisation OLAP

n What is BI ? n What are the different tools ? n An n What is BI ? n What are the different tools ? n An example of BI in the practice n How BI is organised in KBC ?

What are the different tools ? n The Glue : metadata n Instruments for What are the different tools ? n The Glue : metadata n Instruments for collecting data n Instruments for analyses n Instruments for application

What are the different tools ? n The Glue : metadata n Instruments for What are the different tools ? n The Glue : metadata n Instruments for collecting data n Instruments for analyses n Instruments for application

The glue - Metadata n Data will change in information via different instruments and The glue - Metadata n Data will change in information via different instruments and manipulations n Metadata is a necessity in interpreting the data/steps and helps to use it in a correct way n Examples : l l Definitions (what is a new cliënt ? ), ownership, origin, reliability, recency, calculation, confidentiality … Entities, attributes Technical details : fysisch datamodel, indexen, versioninfo Transformation steps, aggregations, …. n Critical successfactor in building and maintaining BI. Dough underestimated : different tools introduce their own system, often the closing entry of (BI)projects, not efficient, … n CWM : common warehouse model -> come to a standard of exchanging metadata between different tool

What are the different tools ? n The Glue : metadata n Instruments for What are the different tools ? n The Glue : metadata n Instruments for collecting data n Instruments for analyses n Instruments for application

BI-cyclus: collecting data n Purpose = Collecting data + preparing them for further use: BI-cyclus: collecting data n Purpose = Collecting data + preparing them for further use: l l n The “iceberg” of BI l n Combining data, integrating data, structuring data, making data accessible Controlling / improving data quality Complexity always underestimated: difficult to predict The “Achilles heel” of BI: l Poor quality of source data

BI-cyclus: collecting data n Instruments: l l l n Datawarehouse Datamarts Operational Datastore ETL BI-cyclus: collecting data n Instruments: l l l n Datawarehouse Datamarts Operational Datastore ETL EAI/EII Metadata Metaphor “Corporate information factory” l l Like in a factory: acquire, transport, unpack, clean up, process, store in a warehouse, distribute (directly to a client or via a mart / market) different topologies possible!

Corporate Information Factory Metadata Sources Exploitation Datamart 1 External Source Analyzing … ETL Datamart Corporate Information Factory Metadata Sources Exploitation Datamart 1 External Source Analyzing … ETL Datamart 2 … … Data Warehouse (DWH) Datamart n ERP Source Legacy source OLTP source EAI EII Operational Data Store (ODS) Reporting Applications

Datawarehouse n What? Database (often relational), l l l Subject oriented: => clear + Datawarehouse n What? Database (often relational), l l l Subject oriented: => clear + stable structure Time variant, nonvolatile - Once in the DWH, data are not changed, deleted or updated - If data change in time: existing data in DWH are not overwritten, but a new “version” of the data is added (timestamped – begin & end date) In support of management’s decision-making process - Recent years: also a much broader public Integrated: data from several sources (internal and external) - Easy to find & retrieve data - Unambiguous Metadata - Quality controlled - Consistent and easy to use format providing access to these data in a way as optimal as possible

Datawarehouse n Why? DWH vs. several operational systems: - easier to find / retrieve Datawarehouse n Why? DWH vs. several operational systems: - easier to find / retrieve data easier to interprete data in a correct way operational system: dirty data / incorrect values DWH: historical data Consistent reporting and analysis Business analysts can make their reports and analyses on their own instead of relying on the ICT dept Reporting and analysis on operational systems: performance issues ! One version of the truth !

Datamarts n What? Database: l Fed with (part of the) data from the central Datamarts n What? Database: l Fed with (part of the) data from the central DWH - l Limited scope, limited detail, limited history, … Directed towards specific use - e. g. : applications, reporting, OLAP

DWH and datamart modelling DWH and datamart modelling

DWH and datamart modelling DWH and datamart modelling

ETL n Consists of following processes l Extracting data from their sources - l ETL n Consists of following processes l Extracting data from their sources - l Controlling data for quality - l l l Detecting irregularities Possibly cleansing up data Transform data and integrate data from different sources Loading data into the Datawarehouse - n Pitfalls: Different kind of sources, platforms, not well documented Possibly aggregating data to a higher level of detail Taking into account “history” Frequency l Batchproces: few times per day -> daily -> weekly -> monthly -> quarterly -> …

ODS n Purpose = making data from source systems available for BI with the ODS n Purpose = making data from source systems available for BI with the least possible delay: l Within seconds are many times a day n Very few processing n Very detailed data => no aggregation n Often same datamodel as the source system n No or few history n Use: l l l Relieve source system of large user queries Integration of data of different source systems, with few latency E. g. in call centers, resolving claims, online investigations, …

EAI/EII n Purpose: l data exchange between systems n Via “broker” architecture, not peer EAI/EII n Purpose: l data exchange between systems n Via “broker” architecture, not peer to peer n EAI = Enterprise Application Integration = linking between applications without linking to underlying databases n EII = Enterprise Information Integration = linking with underlying databases

KBC Commercial DWH topology Metadata Sources Exploitation Payments MIRABO datamart Credits Savings & investments KBC Commercial DWH topology Metadata Sources Exploitation Payments MIRABO datamart Credits Savings & investments Insurances ETL Commercial Data Warehouse (C-DWH) ETL CIS Datamart Q&R datamart Reporting Client Information System Query and Reporting … … Infrastructure (persons, currencies, …) Domani datamart Datamining

What are the different tools ? n The Glue : metadata n Instruments for What are the different tools ? n The Glue : metadata n Instruments for collecting data n Instruments for analyses n Instruments for application

BI-cycle : instruments for analyses n Reporting: WHAT is… n Olap (On Line Analytical BI-cycle : instruments for analyses n Reporting: WHAT is… n Olap (On Line Analytical Processing): WHY is… n Visualisation: HOW is… n Data Mining /Textmining: WHERE is…

BI-instruments for analyses: Reporting n Most common and relatively seen the easiest way of BI-instruments for analyses: Reporting n Most common and relatively seen the easiest way of analysing n Tabular / graphic represention of information n Mostly used to give historical or actual overviews On strategic, tactical and operational level as well Ø Static = historical state ü daily, monthly, yearly or Ø Dynamic/ad-hoc = actual state ü “on the fly”

BI-instruments for analysis: Static Reporting BI-instruments for analysis: Static Reporting

BI-instruments for analysis: dynamic reporting 50 BI-instruments for analysis: dynamic reporting 50

BI-instruments for analysis n Reporting: WHAT is… n Olap (On Line Analytical Processing) : BI-instruments for analysis n Reporting: WHAT is… n Olap (On Line Analytical Processing) : Where is … n Data Mining / Textmining : Why is … n Visualisation : How is …

BI-instruments for analysis: OLAP n More interactive exploration of the information l l Different BI-instruments for analysis: OLAP n More interactive exploration of the information l l Different dimensions : points of view dynamically choosen l n Multi-dimensional (“cube”) Different levels of detail Specific techniques l Slicing and dicing: - l Look at the data repeatedly from other extra dimensions Drilling: navigating thru the hierarchy of a dimension - Drill up: higher level - Drill down: lower level - Drill thru: directly to the most detailled level

BI-instruments for analysis: OLAP - example Rendoscopie 53 BI-instruments for analysis: OLAP - example Rendoscopie 53

BI-instruments for analysis n Reporting : What is … n Olap (On Line Analytical BI-instruments for analysis n Reporting : What is … n Olap (On Line Analytical Processing) : Where is … n n Visualisation : How … Data Mining / Textmining : Why is …

BI-instruments for analysis: visualisation § Graphical : 2 D/3 D graphics & diagrams § BI-instruments for analysis: visualisation § Graphical : 2 D/3 D graphics & diagrams § Geographic : GIS § Metaforic § Patern & cluster § Virtual reality: simple form is cockpits or dashboards

BI-instruments for analysis n Reporting : What is … n Olap (On Line Analytical BI-instruments for analysis n Reporting : What is … n Olap (On Line Analytical Processing) : Where is … n Visualisation : How is … n Data Mining / Textmining : Why is …

BI-instruments for analysis: data n mining Context of mining: l l n digging for BI-instruments for analysis: data n mining Context of mining: l l n digging for hidden “treasures”, digging for patterns and relations in mass in unstructured environments data Olap & visualisation techniques : Handy for analist to find - manually / on sight – l l n interesting patterns & relations or check hypothesis But Data Mining brings indepht solution Let the system search data-mountains for unkown patterns & relations that might be of potential high-value (gold nuggets) l when large data quantities are in scope and l many factors can play a role

BI-instruments for analysis: data mining @ KBC n Marketing department: discover relevant client-segments to BI-instruments for analysis: data mining @ KBC n Marketing department: discover relevant client-segments to prospect n Audit department: discover rics of fraude in the (enormous) amount of money transactions

BI-instruments for analysis: text mining Analogue to datamining … n Text mining is issued BI-instruments for analysis: text mining Analogue to datamining … n Text mining is issued l l n to extract/summarize possible relevant information out of large quantity of unstructured – textual information sources Not so many implementations yet but … will become more and more important & part of strategic search engines like google, microsoft search, … n Look out for image mining…

What are the different tools ? n The Glue : metadata n Instruments for What are the different tools ? n The Glue : metadata n Instruments for collecting data n Instruments for analyses n Instruments for application

BI-instruments for application n Portals: one central point of entry for knowledge n Cockpits BI-instruments for application n Portals: one central point of entry for knowledge n Cockpits & dashboards: l visual instruments for metrics and indicators

BI-instruments for application § Alerts : §Deliver signals in case of urgency or calamity BI-instruments for application § Alerts : §Deliver signals in case of urgency or calamity §Closed loop and write back Ø Applying results of BI directly in company processes and applications Ø When fast reaction is needed on information that BI delivers without human interaction (e. g. stock market) § Groupware/collaborations: sharing knowledge, working together

BI tools @KBC Gartner Magic Quadrant for BI Platforms, 1 Q 06 exist at BI tools @KBC Gartner Magic Quadrant for BI Platforms, 1 Q 06 exist at Group KBC SAS V 9 BI platform / Business Object

Gartner Magic Quadrant for BI Platforms, 1 Q 07: the HOT Bi-market Gartner Magic Quadrant for BI Platforms, 1 Q 07: the HOT Bi-market

BI-Tools Functional Area Definitions @KBC MOLAP ROLAP § Database: MDDB § Database: RDBMS (physical BI-Tools Functional Area Definitions @KBC MOLAP ROLAP § Database: MDDB § Database: RDBMS (physical cubes) § Based on facts, dimensions, hierarchies, and aggregates § Designed for structured Analysis § Best performance: 1 to 5” response times (Matrix based technology) § Higher cost vs ROLAP (cube development) § Authors: Power Users § Users: Analysts § E. g. : BO OLAP Intelligence, TM 1, . . . (star-schema ERD) § Based on facts, dimensions & hierarchies § Designed for structured Analysis § Good performance (SQL based, slower vs MOLAP) § Lower cost vs MOLAP, higher cost vs Q&R § Authors: Power Users § Users: All § E. g. : BO Desktop Intelligence, . . . ALERTS DASHBRD & SCORECRD • Generates Alerts, • • • notifications, messages, . . . Mobile destinations Based on tresholds and polling of database Portal based Authors: Power Users: All E. g. : BO Broadcast Agent • Key Performance • • • Indicators, represented as gauges, traffic lights, . . . Balanced Scorecards Performance Management Portal based Authors: ICT, Power. Usrs Users: Management E. g. : BO Dashboard Manager • Database: RDBMS • • • (all ERD) Normal performance (slow vs ROLAP, very slow vs MOLAP) Lowest cost vs MOLAP & ROLAP ‘Report Painter’, no procedural progr. Authors: EUC-Bus Users: All E. g. : DB 2 -QMF • No specific RDBMS or • • • MDDB (flatfile based) (Very) detailed dataset Designed for unstructured analysis Specific technologies: fuzzy logic, neural networks, . . . Authors: Analysts Users: Analysts E. g. : SAS Enterprise Miner, Angoss, SPSS, . . . • Specific data extraction • • • ANAL. & STATISTICS PIXEL-PERFECT REPT. • Database: usually ETL* DATA MINING QUERY & REPT • Specific ICT-based RDBMS (all ERD) • Normal performance (slow • vs ROLAP, • very slow vs MOLAP) • ‘Report Designer’ as • development tool • Flexible programming • Higher cost vs ROLAP (ICT Dev. ) • Authors: ICT, Power-EUC • Users: All, Production § E. g. : BO Crystal Reports, Actuate, . . . program development. Using Statistical and Analytical libraries. To build dedicated analytical applications E. g. : BO Performance Manager and transformation tools Type-1: Cobol generator based Type-2: Engine (data pump) based GUI, no coding Developers: ICT E. g. : Power. Center, Meta. Suite, . . . • • PORTAL* • Browser based • • information publishing point. Internet Intranet Extranet ‘My Portal’, to personalize layout and contents. Development: ICT Users: All E. g. : BO Info. View, SIMUL. BUDG. & PLANNING * Database: MDDB (physical cubes) Facts, Dimensions, Hierarchies, Aggregates Matrix based (fast!) Allocations Write-Back Authors: Bus. Users (Fin, Sales, . . . ) Users: Planners E. g. : SAS Fin. Mgmt Studio, Cognos Enterprise Planning, . . . APPL. DEV * • Classic, ICT based • • • reporting application (in case of BISS) Based on programming languages (Cobol, C++, Java, VB, . . . ) Not specific for reporting Development: ICT Users: All, Production E. g. Base SAS, . Net, . . .

BI tools @ KBCBelgium – currently SAP- BW/Bex • Strategic study for tool-positioning on BI tools @ KBCBelgium – currently SAP- BW/Bex • Strategic study for tool-positioning on a global KBC level in 2006 has reevaluated all current tools in order to limit number of tools, to decrease license and support cost

About SAS About SAS

About SAS About SAS

SAS@KBC n KBC Bank & Insurance uses already SAS® for more then 20 years [email protected] n KBC Bank & Insurance uses already SAS® for more then 20 years SAS® is used in KBC Bank & Insurance on several platforms: n Site license Z/OS and (VM) 3 Unix servers 2 Win 2003 servers SAS full client PC 1000+ licenses Or SAS browser applications

Business Representation of Information Query panel Business representation End users n Easy to use Business Representation of Information Query panel Business representation End users n Easy to use l Single interface for query, reporting, and analysis l “Semantic layer” maps database to business terms l Maps tables and columns to “classes” and “objects” l Drag and drop report creation n Powerful l Powerful one-click functions (pivot, variance, ranking, alerts) l Multiple data sources (DW, ERP, OLAP, Excel, internet…) l Highly customizable through open object model n Deployable l Zero admin (self-install & update, no client middleware) l C/S or 3 -tier web mode with component-based architecture Corporate databases

Easy Access to New Information Section breaks Available Information Conditions h h h Industry’s Easy Access to New Information Section breaks Available Information Conditions h h h Industry’s easiest query interface Works against business representation of data All query components available in one window Chosen format

Business. Objects Designer Graphical, easy creation of the semantic layer n Fast universe creation Business. Objects Designer Graphical, easy creation of the semantic layer n Fast universe creation l In n a few mouse clicks Leverage existing metadata l Dynamic access to Informatica, Ardent, and others l Universe linking n Exploit DW power l Aggregate awareness

n What is BI ? n What are the different tools ? n An n What is BI ? n What are the different tools ? n An example of BI in the practice n How BI is organised in KBC ?

An example of BI in the practice Customer Relationship Management n What is CRM An example of BI in the practice Customer Relationship Management n What is CRM ? n CRM @ KBC n Technology n Future

What is CRM @ kbc. be ? n Gartner CRM is a business strategy What is CRM @ kbc. be ? n Gartner CRM is a business strategy whose outcomes optimize profitability, revenue and customer satisfaction (the why) by organizing around customer segments, fostering customer-satisfying behaviours and implementing customer-centric processes (the how). CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions. n KBC The endeavour to gain loyal and satisfied customers, by means of a multi-channel approach and customer-oriented relationship management. l l Method / technique to improving client relationship How ? - collect info about clients bring info together use this info to take make the right decisions

Realising CRM @ kbc. be n The current commercial support architecture Customer ATM Online Realising CRM @ kbc. be n The current commercial support architecture Customer ATM Online Telecenter Branches Direct communication Contact Management ATM Applic. Online Applic. Tele. Center Applic. Operational Branch Applications Informational Branch Applications Commercial Support Operational Databases Operational Infrastructure Reports Datamining Business Enterprise Objects Miner Application Mirabo Datamarts Datamart Outflow E-Mail Central Commercial Support Domani Comfort Contact Mailing Product Datamart DB table Holding commercial-DWH (month) c-DWH (day)

CRM @ KBC DWH (+datamarts) n Mi. Ra. Bo l Management reports (monthly/daily) about CRM @ KBC DWH (+datamarts) n Mi. Ra. Bo l Management reports (monthly/daily) about - l l l Number of clients (age groups/ segmentations / families, …) Number of clients with kind of product Product reports : Savings and Investment / Payments / Credits / Insurance / … Reports for branches, but also for higher levels (regional/provinces/…) Compare figures with average branches Not on paper / Electronic distribution ->> PDF Splitting : Each branch only his part Not push but pull

CRM @ KBC DWH (+datamarts) n Figures l Branches dashboard. - l Figure view CRM @ KBC DWH (+datamarts) n Figures l Branches dashboard. - l Figure view - n Who is my branches doing ? Figures about clients/families costs/profit Relationship meeting guideline (RGL) l Gather/print all info of a client to prepare a meeting with the client.

CRM @ KBC DWH (+datamarts) n Query & Reporting l KBC-made Query & Reporting-tool CRM @ KBC DWH (+datamarts) n Query & Reporting l KBC-made Query & Reporting-tool Easy tool Prepared query’s and reports Tuning -> parameters Branches locale actions Make selections on branches clients l Action(s) with result or send result to headquarter for action(s) l Action : make mail / make letter / make Todo / … l l l

CRM @ KBC DWH (+datamarts) n Eventbased l l l Events happens Trigger action CRM @ KBC DWH (+datamarts) n Eventbased l l l Events happens Trigger action (Todo branch, letter client / …) Example : n n n high amounts turning 18 making a simulation on the site

CRM @ KBC DWH (+datamarts) n Marketing division l Data mining - l Analyze CRM @ KBC DWH (+datamarts) n Marketing division l Data mining - l Analyze info for efficient campaigns - l Analytic process to explore data Search consistent patterns / systematic relationships between info Applying the detected patterns on new data Ultimate goal -> prediction Who to notify about : new product / an opportunity / an action / … Ad-hoc querying - Make all kind of figures for management

CRM @ KBC Contact-Data. Base n Keep info about every contact a client makes CRM @ KBC Contact-Data. Base n Keep info about every contact a client makes with KBC l l l l n Online banking Visits a branch Telecenter Website banner/simulation tool Banking automates Sended letters from KBC … Why ? l l Find preferred channel to contact client quickly Try to avoid over contacting

Future n Last evolution @ KBC l l Event based marketing with tool Affinium Future n Last evolution @ KBC l l Event based marketing with tool Affinium (UNICA) monthly daily n CRM Never ending story n Stay ahead on your concurrent

n What is BI ? n What are the different tools ? n An n What is BI ? n What are the different tools ? n An example of BI in the practice n How BI is organised in KBC ?

How BI is organised in KBC ? n (ICT) Projects – Maintenance n End How BI is organised in KBC ? n (ICT) Projects – Maintenance n End user computing n Competence Center BI n To be : Global Service Center BI n Involved ICT roles

ICT Project & Maintenance Business Pré-study idea Business Case Governance Project Maintenance Quarterly cycle ICT Project & Maintenance Business Pré-study idea Business Case Governance Project Maintenance Quarterly cycle – company oriented Project status meeting Maintenance steering meeting Same method for BI projects as other ICT questions

ICT Project & Maintenance (2) n Specific pitfalls for BI projects : l l ICT Project & Maintenance (2) n Specific pitfalls for BI projects : l l l n Underestimation of the ETL workload (cost/time) Unsatisfaction of data quality Business change not threated (change way of working / big brother feeling / doubt their intuition) Loose focus on real neads / insufficient business involment Get stuck in the complexity of different tools and systems Answers : l l l Our project approach (prestudy – costcalculating in front – steering committees – project leader business…) Deep analysis of source data / provide limited resources for hidden problems Involve business – think big but implement step wise

End user computing @KBC n BI must be situated near a business entity to End user computing @KBC n BI must be situated near a business entity to be high performant n KBC allows business entities to develop applications for those functions which do not interfere with productions processes n KBC ICT supports the end-user computing by a Competency Center (it’s one of his basic services) n Specific organisation is set up -> End user coördinator meetings (EUCCOM) n Use of limited tools : SAS, Business Objects, SAP BW, Access n EUC policy specifies rights and obligations of EUC

End User Computing (2) l Organisation is set up ICT Competence Center(s) Business Meetings End User Computing (2) l Organisation is set up ICT Competence Center(s) Business Meetings • EUCCOM • KBC User Groups EUCCOM: EUC COordinator Meeting EUCcells End users Support • 22 defined EUC-cells • An EUC-cell is represented by a EUCcoordinator

Competency Center BI n Mission statement of the Competence Center Business Intelligence (CCBI) l Competency Center BI n Mission statement of the Competence Center Business Intelligence (CCBI) l Competence Center for all the BI-tools - l l Product Responsibility inside KBC Responsible for the BI-environment Product support and Consultancy to the users (=developers) of the BI-tools Point of contact inside ICT for the EUC-community Development center for all BI questions (ICT and EUC)

Competency Center BI Comptency Center Business Intelligence 1 FTE Intake BI questions 1 FTE Competency Center BI Comptency Center Business Intelligence 1 FTE Intake BI questions 1 FTE Infrastructure team 6 FTE Support EUC Desk 3 FTE Development & Maintenance 1 SAS 7 FTE Development & Maintenance 2 BO, SAPBW, Access 10 FTE

To be : Global Service Center BI Delivery of BI solutions Overall framework ODS/DWH/ To be : Global Service Center BI Delivery of BI solutions Overall framework ODS/DWH/ DATAMARTS ETL REPORTING & ANALYSIS reports cockpits & dashboards olap mainframe Metasuite open systems Powercenter. . . Legend: global service local service & delivery DB 2 Oracle. . . datamining QMF, SAS, BO, SAP/BW, . . . proposed service clustering possible local servicing

Involved roles in ICT n BI domain offers opportunities for a broad variety of Involved roles in ICT n BI domain offers opportunities for a broad variety of profiles l l l Project Leaders Analists Designers / developpers Maintenance engineers System engineers

Hype or reality@KBC ? Is recognized as necessary, but still a long way to Hype or [email protected] ? Is recognized as necessary, but still a long way to go to enter the obvious phase where almost every employee uses BI daily

Agenda Introduction KBC Group ICT Business Intelligence @KBC : hype or reality Questions & Agenda Introduction KBC Group ICT Business Intelligence @KBC : hype or reality Questions & Answers

Questions & Answer Questions & Answer

KBC werft 150 ICT-ers aan in 2007 Zin om te groeien ? Solliciteren kan KBC werft 150 ICT-ers aan in 2007 Zin om te groeien ? Solliciteren kan via mail met CV naar [email protected] be of via www. kbc. be/jobs Wat bieden we? n n n Een ruim opleidingsaanbod en doorgroeimogelijkheden in ICT en business Ruimte voor specialisten en generalisten Een professionele ICT-omgeving met een ruime waaier aan technologieën, processen en business projecten Lokale en internationale mogelijkheden Een competitieve verloning met extralegale voordelen