Company: Cognizant
Product Name: Master Data Management Solution
Conformance Type: Solution Conformance
eTOM Version: 20.0
Assessment Completion Date: March 2021
Detailed Certification Report: Cognizant Business Process Framework (eTOM) v20.0 & Information Framework v20.0

General Overview

This document provides details of Cognizant’s Master Data Management Solution’s self-assessment, followed by TM Forum’s conformance review of the methodology and approach to process modeling and data modelling against the following TM Forum frameworks

• Business Process Framework (eTOM) version 20.0
• Information Framework (SID) version 20.0

Product Functionality/Capability Overview

MDM – Master Data Management Solution – Overview

For Telecommunication companies, customer data is more often than not scattered and maintained in multiple systems (CRM, ERP, Billing, etc). Without trustworthy data and insights, companies can’t provide the personalized and consistent experiences individuals and businesses have come to expect.

The importance of ‘single source of golden records’ will enable customer achieve a single version of truth for their customer across the different line of business. Customer solution will generate a 360° view and will help other systems to use a standardized and common definition across the organization. Integration with clean and standardized customer record, improves decision making with the help of accurate and reliable information with all relations and associations. The solution will enable preferential treatment of the high valued customers, identify cross-sell and up-sell opportunities, enable single consolidated bill for all the services to increase customer satisfaction, single targeting per campaign per customer and enable common credit ratings.

MDM – Master Data Management Solution – Overview

Cognizant’s solution framework will have Customer MDM as center stage for creating and unifying by creating golden record of customer across multiple disparate systems. A Unified Golden record will be used for validation by any system which is responsible of onboarding a customer.

The Golden copy of customer record will also enable downstream system across the Enterprise, with unified 360 degree view of the customer profile.

The unified customer profiles systems will be able to get insights to help improve customer experience, pricing strategy, customer service experience etc. Customer Onboarding process will have an embedded workflow to integrate with Customer MDM for Golden Copy of records.

In Master Data Management (MDM) a golden copy of records are created by sourcing data from different sources, to create a Golden Record with unifying customer definition from different source systems.

Key Components of the MDM Systems for creating golden copy of customer records are as follows:

• Integrating data from different sources.
• Standardize the data received like Address Standardization, Phone & Email Standardization
• Match & Merge algorithms based on Survivorship
• Data Model to store customer records and changes
• Outbound Integration through APIs & File System

Unified Customer Records will be used by the system to improve customer experience management, Bill Invoice Management, Bill Inquiry Handling, Problem Management, Order Management, price improvement etc.

Business Process Framework (eTOM) Level 2 Process Scope

The following diagram represents the Business Process Framework Level 2 processes that were presented in scope for conformance certification.

Information Framework (SID) Level 1 ABEs Scope

The following diagram represents the Information Framework Level 1 ABEs that were presented in scope for conformance certification.

Brief Overview of Cognizant Master Data Management Solution

The MDM Solution Framework will have the following components:

• Data Ingestion Module – Integrating data from different sources in near real time and batch.
• Data Quality Profiling and Cleansing – Standardize the data received like Address Standardization, Phone & Email Standardization
• Data Model – Data Model to store customer records and changes
• Match -Merge – Match & Merge algorithms based on Survivorship
• Data Consumption Outbound Integration through APIs & File System

The following solution diagram shows the creation and management of customer records in Master Data Management (MDM)

Customer Master Data Management (Customer MDM) system will integrate data from disparate source systems and create a unified Golden Customer record aka Single Customer View (SCV), customers by consolidating, cleansing, enhancing and governing customer data. MDM system will enable deeper insights into consumers’ history and preferences, while providing end users a consolidated view of their direct and indirect customers.

Different systems consuming Customer Unified Record (SCV) will be able to subscribe to the MDM system with published APIs in near real time and batch. An example of real time integration with the CRM system is described below: Customer is on boarded into the Customer Relationship Management (CRM) system and a Golden copy of record is generated using Customer MDM system.

Detailed Certification Report: Cognizant Business Process Framework (eTOM) v20.0 & Information Framework v20.0

For more information on Cognizant Master Data Management Solution, please contact:
Mr. Rahul Bagchi
E-mail : [email protected]

For any additional information on this TM Forum Conformance Certification Report, please contact TM Forum at: [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.