“The Fountain of Truth” Web-based Contract Management for Starwood Hotels –
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A Case Study Using Oracle WebCenter
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“The Fountain of Truth” Web-based Contract Management for Starwood Hotels –
- 1. “The Fountain of Truth” Web-based Contract Management for Starwood Hotels – A Case Study Using Oracle WebCenter Todd Matthews Session ID# 793 Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 2. Who Are We? Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 3. Who Are We? Established 1999, Arden Hills, MN based company 90 Employees in 3 continents Employee owned Market Focus “Unstructured Information” - specialist Oracle Gold partner – plus others Large customers – horizontal focus Operations in US, ANZ, UK, Croatia High quality & customer satisfaction Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 4. Solution Drivers Solution Implementation Lessons Learned Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 5. Solution Drivers Solution Implementation Lessons Learned Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 6. Solution Drivers Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 7. Key Drivers • end of life legacy system Replace • disparate records repositories for critical contract assets Unify • Retention Records & Information management policy and retention schedule Support • hunting expeditions. Ease of use, quickly driving users to relevant content Reduce • parallel visibility to potentially related content which exists across the repository Expose • new taxonomy - Portfolio based management properties, entities and documents Organize • with key systems – Leverage existing “sources of truth” in the organization to Integrate ensure accuracy and integrity. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 8. Technology - a hybrid-homegrown contract management system with challenges: Struggle slow searching challenging navigation frustrated & unhappy users Poor data integrity Inconsistent and confusing no relationships among taxonomy documents & content Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 9. Stakeholders Records & Information Management Department Project Owner - A group within the legal department which develops and administers the company’s records & information management policy, procedures and retention schedule Legal Department & Key Business Teams Global corporate & regional associates who are the primary contributors and consumers of content Hotel Associates Global property based associates who are the secondary contributors and consumers of content Key System Leads Business and technical representatives from internal systems integrated with the solution. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 10. Solution Drivers Solution Implementation Lessons Learned Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 11. Vision “Deploy an enterprise document & content management platform that will enable Starwood to better protect and manage some of its most critical assets – its proprietary and competitively sensitive information and agreements.” Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 12. Functional Solution Creates a central source of truth Reduces the effort required to create, locate and manage documents. Manages the creation and retention of agreements and records from inception through disposition. Leverages powerful business intelligence, navigation and search capabilities. Enables better classification, tracking and auditing of critical company documents, reducing redundancy and gaps. Unites disparate record repositories through a central access point with a common classification and complex security hierarchy. Creates a database of active and historical relationships between agreements, properties and entities (internal & external). Provides a comprehensive picture of current and historical business relationships, commitments, and legal obligations. Minimizes legal hold, preservation and eDiscovery risk and cost by centrally securing and storing relevant records. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 13. Stakeholder Solution Legal Department Utilize for contract management, compliance, tracking, auditing, and collaboration; have visibility to identify opportunities and risks based on reliable information; and determine access controls. Corporate Associates Organize, locate and access records; create and manage documents; collaborate on projects; and facilitate document review and legal requests through workflows rather than emails. Property Associates View own agreements and related records; upload local agreements; search for negotiated 3rd party contracts; and automate contract audits. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 14. Components IBR integrated OCR Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 15. Process Taxonomy & content organization Check-in profiles Optical character recognition Search results design & filtering Workflow & approval Property & entity profiles Content validation & reliability ratings Security Training, process and communication Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 16. Solution Drivers Solution Implementation Lessons Learned Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 17. Approach Roadmap definition Technology and implementation partner evaluation & selection Functional requirements gathering Multi-phased project plan – short & long term Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 18. Team & Roles Records & Information Management Department Legal Department & Key Business Teams Starwood IT Organization Project Management Outsourced IT Provider TEAM Informatics Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 19. Key Milestones Continued development of new functionality & enhancements Initial solution vision complete Roll-out to additional areas of the company Kick-off next phases of project Release 2 (deferred items & user feedback enhancements) Complete final phase of legacy data clean-up & validation Pilot, test, train & go Live Data migration & build validation Stand up system Design custom components System roadmap document Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 20. Risks System Experience Translating Starwood’s vision to WebCenter functionality. TEAM Informatics provided critical development & implementation guidance to reduce this risk. Scope & Resources Managing the scope of a major system and multi-year vision is an ongoing challenge. Regular prioritization of tasks, using a ticketing system, and monitoring for scope creep helped keep the project on track. Strong alignment with internal IT and TEAM Informatics. User Confidence & Completing the Vision Migration and cleansing of the legacy content was one of the largest risks to the project. If the information is not reliable, the system fails. Multi Phased Approach By breaking the project into one large initial build with a series of fast follow phases, planning, funding and functional requirements documentation for of additional phases was required while the initial project was in flight. Precise coordination was required to reduce risk and avoid impact to the initial build. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 21. Wins & Challenges Business Technology Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 22. Go Live Build validation OCR Processing (pre-data migration) Functional & performance testing Data migration & validation Training & communication Transition to support Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 23. Solution Drivers Solution Implementation Lessons Learned Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 24. Lessons Learned & Conclusion Spend as much time as possible understanding requirements Spend as much time as possible understanding WebCenter functionality and configuration options Find experienced partners that understand the vision and technology Allow experts to successfully guide implementation and assist to spot and avoid issues Do not underestimate the complexity of the project and plan for unexpected delays Understand you security model early in the process and validate the model at multiple points during the project Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 25. Questions & Comments Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
- 26. Copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. & TEAM Informatics
Notas do Editor
- Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with 1090 properties in 100 countries and territories with 154,000 employees at its owned and managed properties. Starwood Hotels is a fully integrated owner, operator and franchisor of hotels, resorts and residences with the following internationally renowned brands: St. Regis®, The Luxury Collection®, W®, Westin®, Le Méridien®, Sheraton®, Four Points® by Sheraton, Aloft®, and Element SM. The company boasts one of the industry’s leading loyalty programs, Starwood Preferred Guest (SPG), allowing members to earn and redeem points for room stays, room upgrades and flights, with no blackout dates. Starwood Hotels also owns Starwood Vacation Ownership, Inc., one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com.
- associate time and resources are used to store, search, retrieve, copy and distribute records and information…all that effort leading you to outdated, wrong, or unreliable information. = poor business intelligence, higher risk and less time spent on delivering essential services to our guests and business. These realities along with several critical drivers set the stage for Starwood’s pursuit for the fountain of truth.
- Replace an end of life legacy system and reach a critical milestone the roadmap for Starwood’s overall records & information management program.Single source of truth - Unifying disparate records repositories for critical contract assetsSupporting Retention Records & Information management policy and retention scheduleReduction of hunting expeditions. Ease of use, quickly driving users to relevant content. Parallel visibility to potentially related content which exists across the repositoryOrganization & New taxonomy - Portfolio based management properties, entities and documents Integration with key systems – Leverage existing “sources of truth” in the organization to ensure accuracy and integrity.
- The Struggle - a hybrid-homegrown legacy system for managing contracts which presented a number of challenges:Slow searchingChallenging navigationFrustrated and unhappy usersPoor data integrity in many of the fields,Inconsistent and confusing taxonomyVery limited organizational hierarchies with no relationships among documents and rampant content duplication.These factors forced users into a series of prolonged hunting expeditions which required painfully long and frequent downloading of the entire file just to see if they were on the right track. On the positive side, the existence of a legacy management system with scanned and somewhat organized content allowed building a solution from this foundation without having to start from absolute scratch.
- Records & Information Management DepartmentProject Owner - A group within the legal department which develops and administers the company’s records & information management policy, procedures and retention schedule Legal Department & Key Business TeamsGlobal corporate & regional associates who are the primary contributors and consumers of content. Designated resources from these teams provide critical system requirements, input on taxonomy, and perform user acceptance testing.Hotel Associates Global property based associates who are the secondary contributors and consumers of content.Key System Leads Business and technical representatives from internal systems integrated with the solution.
- Creates a single, central source.Reduces the effort required to create, locate and manage documents.Manages the creation and retention of agreements and records from inception through disposition.Leverages powerful business intelligence, navigation and search capabilities.Enables better classification, tracking and auditing of critical company documents, reducing redundancy and gaps.Unites disparate record repositories through a central access point with a common classification and complex security hierarchy.Creates a database of active and historical relationships between agreements, properties and entities (internal & external).Provides a comprehensive picture of current and historical business relationships, commitments, and legal obligations. Minimizes legal hold, preservation and eDiscovery risk and cost by centrally securing and storing relevant records.
- Oracle WebCenter ContentCVISION PDF Compressor (IBR Integrated OCR & PDF Compression Tool)
- history of policy and supporting processes ensured a regular flow of relevant content to the legacy system, here were several opportunities to reduce gaps and inconsistencies while improving efficiency and accuracy. Leveraging core and customized system features and design combined with calibration of internal process allowed Starwood to make significant improvements to the overall function of content management. Taxonomy & Content Organization – Taxonomy and classification in the legacy system was organically grown over many years and lacked a comprehensive hierarchy with multiple layers of logical classification. A new model was developed and a customized “category” view was designed to allow users quickly drill down to relevant content. All legacy content was conformed to the new classification model.Check-in Profiles – The content check-in process was customized to drive required metadata based on content classification.Optical Character Recognition – An OCR engine was added to the Inbound Refinery to ensure all uploaded content is text searchable.Search Results Design & Filtering – Customized layout and advanced filtering features were developed for the search results page. Workflow & Approval – Key automated and ad hoc review and approval workflows were developed to ensure accuracy and consistency of content.Property & Entity Profiles – A customized form was developed to act as a portfolio to house content and information related to hotels and internal/external entities. A series of intra-portfolio relationships and content sharing features were also developed.Content Validation & Reliability Ratings – A matrix of portfolio reliability ratings and content compliance triggers were developed.Security – An administrative user mapping console was developed to automate baseline permissions for associates based on a matrix of attributes, such as: position, role, department, physical location(s), etc.Training, Processes & Communication - Legacy content management associates were extensively trained, several key processes were calibrated and ongoing communications are occurring to the user business communities to ensure successful transition.
- ApproachAn initial roadmap and requirements document was defined by Starwood. Several technologies and implementation/development partners were evaluated. Once Oracle’s WebCenter and TEAM Informatics were selected, a detailed implementation roadmap and WebCenter specific functional requirements document were generated. These initial efforts allow Starwood and TEAM Informatics to fully detail Starwood’s short and long term vision and devise a prioritized multi-phased approach for launching and developing WebCenter.
- Phase Prioritization & Project Plan Design Custom ComponentsStand up SystemData Migration & Build ValidationPilot, Test, Train & Go LiveComplete Final Phase of Legacy Data Clean-up & ValidationRelease 2 (Deferred Items & User Feedback Enhancements)Kick-off Next Phases of ProjectRoll-out to Additional Areas of the Company Initial Solution Vision CompleteContinued Development of New Functionality & Enhancements
- WinsThe system has dramatically improved Starwood’s ability to manage, access, leverage and protect its most critical records. System users are very happy with the features and ease of use. Starwood has successfully implemented a piece of foundational technology which can act a single source of truth for Starwood’s records and be expanded and tailored to meet its long term vision.ChallengesBusinessGaining maturity with the system and perfecting what we have developed must be balanced against development of new features and request from many business teams to utilize this new system. While the features and functionality of the system are highly regarded, great attention must be placed on accuracy and maintenance of content in order to ensure a high level of user confidence. TechThere were many growing pains on the path to ensure that the system was properly optimized to meet performance requirements. In addition, due to the size and volume of the content uploads, the OCR & IBR architecture needed to be expanded to avoid “log jams” in the queue.
- While there were many coordinated efforts and workstreams across several teams which were necessary to get the system off the ground, the following were some of the most burdensome activities: Build ValidationOCR Processing (Pre Data Migration)Functional & Performance TestingData Migration & ValidationTraining & CommunicationTransition to Support