Trading Community Architecture Often Misunderstood and Under Utilized

1. Trading Community ArchitectureOften Misunderstood and Under Utilized Paul Cyphers, Solution Beacon Release 11i Workshop NORCAL OAUG San Ramon, CA January 24, 2006 www.solutionbeacon.com

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3. Introductions / Experiences • 30 years of Supply Chain and Manufacturing Experience in numerous industries, APICS Certified • 20+ yrs experience in IT, including ERP implementation and development • Work on numerous systems varying in size • 5+ yrs experience methodology development (Oracle Applications, SAP, PeopleSoft, JD Edwards, Siebel) • Presenter of Training/Presentations multiple clients, conferences • Solution Beacon is a leading provider of expert-level resources to Government Agencies and Fortune 1000 companies specializing in the Oracle Applications marketplace, providing leading expertise in the following areas:  • Release 11i Upgrades/Implementations • Oracle Apps Database Administration • Oracle Systems Architecture • Oracle Performance Tuning • Oracle Workflow

4. Audience Profile • Technical • DB Version • Application Version • Functional • Current Application • Product Suites • TCA use • Customers • Projects • CRM Apps

5. Objectives • Understand the fundamentals of TCA • Discuss TCA Model • Review Components • Parties • Party Relationships • Customers • Locations • Contacts

6. What is TCA ? • TCA = Trading Community Architecture • Oracle’s central customer data repository underlying all Oracle applications • TCA is an Architecture and a Model…Not a module Oracle E-Business Suite Application Families* Sales Service Marketing Financials HR TCAEnabling Infrastructure Common Party UI, DQM, D&B Integration, APIs TCAData Model HZ Schema

7. TCA Data Model • TCA is a Best of Breed Customer Relationship Model • It provides the functionality to create and maintain complex, multi-tier, multi-org, matrix relationships which mirror real-world examples

8. Call center Intelligence iSupport Field Service Depot Repair Contracts Scheduler Customer Support Mobile Field Service Spares Mgt Service Contracts Collections Universal Work Queue Resources Territories Assignment Engine Tasks Notes Calendar 1-on-1 Fulfillment MES Interaction Blending Order Capture Interaction History Call Center Telephony Manager Scripting Predictive Dialer Email Center Web Mobile Oracle CRM e-business Suite Analytical Applications Business Applications CRM Foundation Interaction Channels E-Business Foundation Customer Intelligence Marketing Intelligence Sales Intelligence Partner (PRM) Marketing iStore Sales Online TeleSales iMarketing MES iPayment Field Sales Sales Comp Common Application Architecture & Schema E-Business Platform eBusiness Platform 01/15/101 4

9. TCA Components • Contacts • Locations • Party Layer • Sites • Relationships • Account Layer • Customer Accounts

10. See customer as an account Defined by location type (Bill-To) Few Supported relationships Parent Account /Sub Account Manager/Subordinate Organization/Contact Models Intra-Company Relationships Only No Customer Defined Relationships Revolves around the party model and the relationships associated with it Seeded Relationships Include: Parent of/Subsidiary of Headquarters of/Division of Global Ultimate of /Global Subsidiary of Domestic Ultimate of /Domestic Subsidiary of Client of/Contractor to Supplier to/Distributor for Seller to/Customer of Reports to/Manager of Parent of/Child of Employer of/Employee of Partner of Competitor of Spouse of Models Inter- and Intra- Company Relationships Models Non-Business Relationships Supports User Defined Relationships AR Model vs. TCA Model

11. Customer Address Contacts Ship-to Site Bill-to Site Address Contacts Contacts Address Site Issue-to Site Address Contacts Contacts Address LOCATIONS Site Site Address Contacts Contacts Address Site Address Address Contacts Old A/R Model

12. Data Model Trading Community Architecture • Main objectives of the Oracle Customer Model • Separate the party entering into the customer relationship from the information about the customer relationship • Support the business-to-consumer market • Provide shared locations for customers • Record complex customer relationships such as hierarchies • Utilize the latest features of to provide high performance, availability, andmaintainability

13. Customer Your Business Customer Supplier From Customers and Suppliers... Supplier

14. … to a Trading Community Member Employee Tom Member Retail Trymer Pebble Beach Golf Headquarters Customer Mjs Competitor Consumers Customer Rentech Customer and Supplier Member Customer Legal Support Johnson & Johnson Household $ Employee Member Member Customer Buying Group Appelman Spouse LegalSupport Son Supplier Kathy Peter Supplier Supplies Inc. Aston David Staples 3Com Your Business Subsidiary

15. Contacts (Contact Role) TCA Structure Locations Parties (Organization People Groups Relationships) Party Sites Party Relationship (Relationship types) Customer Accounts Contact Points (Comm. Channels) Customer Account Sites

16. Party Address Contacts Contract Division of Bill-To Ship-To Issue-To Site Site Logistics PARTY SITES Account Account Account Account Account Acct Site Acct Site Acct Site Acct Site Acct Site TCA Best Practice

17. Party Layer - Components • Party: An entity that can enter into a business relationship • Person (Jim Smith) • Organization (Business World) • Party Relationship: A relationship between two parties • Jim Smith “Contact Of” Business World • Business World Handhelds “Division Of” Business World HQ • Location: Essentially an address • Party Site: The connection between a location and a party that indicates that a particular location is valid for that party • Party Site Use: Use of a Party Site (e.g. billing, shipping, training)

18. Party - Concept The unique set of truths about a person, organization, group or relationship. An entity that can enter into a business relationship. Person - A unique individual (dead or alive) of interest to the owner of the software Organization - A legal entity recognized by some government authority Group - a combination of two or more people, organizations or groups of created for the use of the owner of the software Relationship - links two Parties, regardless of type Once a Party Relationship is formed, it may become a Party in its own right. A Party can belong to any number of relationships.

19. TCA Customer Model

20. Location - Concept Geographic location including Spatial content Many to Many relationship between party and location Location - A physical place, usually with an address. Any number of location types. (e.g., bill-to, ship-to, mail-to). Allows for restricted use of a location (begin / end date). Party Site Links a Party with a Location and describes the usage of that Location (e.g., mailing address, billing address, home address, etc.). Parties may be associated to one or more Locations and any one location may have one or more uses.

21. TCA Customer Model

22. Employee of Employer of Pat Stock Relationship What is a Relationship? • A relationship is a state of connectedness between two parties • Each relationship consists of two entities; a subject and an object Headquarters of Subsidiary of Vision Manufacturing Vision Corp.

23. Location Contact Point Party Site Party Role Party Person Group Relationship Organization Party Relationship v Participation - Competitor - Partner Party Account Role v Territory Participates How Account Product Organization Relationship - Concept Relationship - Associates any two parties. Has a Role - Specifies the nature of the relationship between parties (e.g., member of, contact at, married to). Indicates the nature of the relationship - hierarchy or matrix. Indicates the direction of the relationship - superior - subordinate. Can become a party - a contact becomes a party in itself.

24. Vision Corp. Relationship Partner Of Partner Of Employer Of Employee Of Business World Inc. Pat Division Of HQ Of

25. Relationship Model The relationship model enables you to: • Understand the complex relationships among members of your trading community • Use this information to make better business decisions Contact Spouse Contact Employee Employee Supplier Partner

26. TCA Customer Model PARTY SITE PARTY SITE PARTY SITE

27. Parties Vs. Accounts • Parties represent persons or organizations who may, or may not have purchased from the implementing organization • Accounts should be created once a party makes a purchase or establishes a financial agreement • The combination of a party and its account(s) is considered a customer

28. Parties Vs. Accounts • The Party Layer captures intrinsic truths about a person or organization • The Account Layer captures the details describing the Party’s financial relationship with the implementing organization • The Account Layer cannot exist without the Party Layer

29. TCA Customer Model PARTY SITE Bill to Ship to PARTY SITE PARTY SITE Bill to Ship to Bill to Ship to

30. Account - Concept The financial roll-up point to track the monetary portion of a customer’s purchases and payments. Stores details about a customer relationship between a Party and your business. A Party may have one or more Customer Accounts. • Account Role The relationship that a Party has in regard to controlling or using an account. • Customer Account Sites A Customer Account Site is a Party Site that is used within the context of a Customer Account (e.g., for billing or shipping purposes). • Customer Account Contacts A Customer Account Contact is a Party Contact that is used in the context of a Customer Account.

31. TCA Customer Model PARTY SITE Division Of PARTY SITE PARTY SITE Bill to Ship to Bill to Ship to Account Account Account

32. Account Layer - Components • Account: The attributes of the implementing organization’s financial relationship with a party, Cannot exist without a Party • Account Site: A Party Site that is used within the context of an Account • Account Site Use: Use of an Account Site (e.g. billing, shipping) • Account Relationships: Established between accounts to allow sharing of billing, shipping, and pricing information • One way or bi-directional • 1:1 Relationships – not used for multiple levels of a hierarchy

33. TCA Customer Model PARTY SITE Division Of PARTY SITE PARTY SITE Bill to Ship to Bill to Ship to Account Account Account Acct Site Acct Site Acct Site

34. Contact Point - Concept Contact Point - A identifier for an electronic point of contact (e.g., telephone, email, URL, fax, cell phone etc.) This can be applied to: • A Party (person, organization, group or relationship) • A Site or Location • A Party at a Site or Location • An entity may have one or more Contact Points.

35. TCA Customer Model PARTY SITE Division Of PARTY SITE PARTY SITE Bill to Ship to Bill to Ship to Account Account Account Acct Site Acct Site Acct Site Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to

36. Location Contact Point Party Site Party Role Party Person Group Relationship Organization Party Relationship v Participation - Competitor - Partner Party Account Role v Territory Participates How Account Product Organization Participation - Concept Participation - expands the description of role to allow for a description within which of the many roles a party could participate. • Is always in the context of a relationship • Can be known to participate in multiple ways - e.g., partner, associate, competitor. • Can be described in relation to a product & / or territory

37. TCA Customer Model Party • Name • Taxpayer ID or SSN • DUNS • Yr Est. PARTY SITE Bill to Ship to Division Of PARTY SITE PARTY SITE Bill to Ship to Bill to Ship to Account Account Account Acct Site Acct Site Acct Site Account • Pay Terms • Billing • Shipping Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to Bill to, Ship to

38. TCA Best Practices Model How does the TCA Best Practices Model look in TCA?

39. TCA Relationships

40. Limitations and Complications • Old customer model • Data duplications • Multiple sites • Sites vs. Locations • Parties vs. Contacts • Multiple parties • Complex party relationships

41. Benefits of TCA • Single source for customer data across • Model all kinds of relationships and mixed models • Relationships: any type, any number, matrix, hierarchical and non-hierarchical • Process all business entities the same way: Organizations, People, Groups, Relationships • Multiple business relationships for each Party • Each data is defined only once – Avoid multiple updates • Support current and historical relationships • Support complex, multi-tiered, multi-org relationships that are found in the real world

42. Data Quality Manager • Customer Merge • Data Cleansing • Reduces duplicates

43. Information Sources • Oracle Trading Community Best Practices, Setting Up Customer and Prospect Data, An Oracle White Paper, July 18, 2001 • Oracle CRM Data Model Oracle CRM Development

44. Questions & Answers Remember: KISS Keep It Simple and Supportablesm Thank You! Paul Cyphers pcyphers@solutionbeacon.com www.solutionbeacon.comReal Solutions for the Real World.â