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  • Tuning Red Gate: #2 of Many

    - by Grant Fritchey
    In the last installment, I used the SQL Monitor tool to get a snapshot view of the current state of the servers at Red Gate that are giving us trouble. That snapshot suggested some areas where I should focus some time, primarily in which queries were being called most frequently or were running the longest. But, you don't want to just run off & start tuning queries. Remember, the foundation for query tuning is the server itself. So, I want to be sure I'm not looking at some major hardware or configuration issues that I need to address first. Rather than look at the current status of the server, I'm going to look at historical data. Clicking on the Analysis tab of SQL Monitor I get a whole list of counters that I can look at. More importantly, I can look at them over a period of time. Even more importantly, I can compare past periods with current periods to see if we're looking at a progressive issue or not. There are counters here that will give me an indication of load, and there are counters here that will tell me specifics about that load. First, I want to just look at the load to understand where the pain points might be. Trying to drill down before you have detailed information is just bad planning. First thing I'm going to check is the CPU, just to see what's up there. I have two servers I'm interested in, so I'll show you both: Looking at the last 30 days for both servers, well, let's just say that the first server is about what I would expect. It has an average baseline behavior with occasional, regular, peaks. This looks like a system with a fairly steady & predictable load that probably has a nightly batch process that spikes the processor. In short, normal stuff. The points there where the CPU drops radically. that might be worth investigating further because something changed the processing on this system a lot. But the first server. It's all over the place. There's no steady CPU behavior at all. It's spike high for long periods of time. It's up, it's down. I'm really going to have to spend time looking at CPU issues on this server to try to figure out what's up. It might be other processes being shared on the server, it might be something else. Either way, I'm going to have to spend time evaluating this CPU, especially those peeks about a week ago. Looking at the Pages/sec, again, just a measure of load, I see that there are some peaks on the rg-sql02 server, but over all, it looks like a fairly standard load. Plus, the peaks are only up to 550 pages/sec. Remember, this isn't a performance measure, but just a load measurement, but from this, I don't think we're looking at major memory issues, but I may want to correlate these counters with the CPU counters. Again, the other server looks like there's stuff going on. The load is not at all consistent. In fact there was a point earlier in the year that looks pretty severe. Plus the spikes here are twice the size of the other system. We've got a lot more load going on here and I will probably need to drill down on memory usage on this server. Taking a look at the disk transfers/sec the load on both systems seems to roughly correspond to the other load indicators. Notice that drop right in the middle of the graph for rg-sql02. I wonder if the office was closed over that period or a system was down for maintenance. If I saw spikes in memory or disk that corresponded to the drip in CPU, you can assume something was using those other resources and causing a drop, but when everything goes down, it just means that the system isn't gettting used. The disk on the rg-sql01 system isn't spiking exactly the same way as the memory & cpu, so there's a good chance (chance mind you) that any performance issues might not be disk related. However, notice that huge jump at the beginning of the month. Several disks were used more than they were for the rest of the month. That's the load on the server. What about the load on SQL Server itself? Next time.

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  • MDM for Tax Authorities

    - by david.butler(at)oracle.com
    In last week’s MDM blog, we discussed MDM in the Public Sector. I want to continue that thread. After all, no industry faces tougher data quality problems than governmental organizations, and few industries suffer more significant down side consequences to poor operations than local, state and federal governments. One key challenge area is taxation. Tax Authorities face a multitude of IT challenges. Firstly, the data used in tax calculations is increasing in volume and complexity. They must improve service by introducing multi-channel contact centers and self-service capabilities. Security concerns necessitate increasingly sophisticated data protection procedures. And cost constraints are driving Tax Authorities to rely on off-the-shelf software for many of their functional areas. Compounding these issues is the fact that the IT architectures in operation at most revenue and collections agencies are very complex. They typically include multiple, disparate operational and analytical systems across which the sum total of data about individual constituents is fragmented. To make matters more complicated, taxation is not carried out by a single jurisdiction, and often sources of income including employers, investments and other sources of taxable income and deductions must also be tracked and shared among tax authorities. Collectively, these systems are involved in tax assessment and collections, risk analysis, scoring, tracking, auditing and investigation case management. The Problem of Constituent Data Management The infrastructure described above makes it very difficult to create a consolidated representation of a given party. Differing formats and data models mean that a constituent may be represented in one way in one system and in a different way in another. Individual records are frequently inaccurate, incomplete, out of date and/or inconsistent with other records relating to the same constituent. When constituent data must be aggregated and scored, information within each system must be rationalized and normalized so the agency can produce a constituent information file (CIF) that provides a single source of truth about that party. If information about that constituent changes, each system in turn must be updated. There have been many attempts to solve this problem with technology: from consolidating transactional systems to conducting manual systems integration projects and superimposing layers of business intelligence and analytics. All these approaches can be successful in solving a portion of the problem at a specific point in time, but without an enterprise perspective, anything gained is quickly lost again. Oracle Constituent Data Mastering for Tax Authorities: A Single View of the Constituent Oracle has a flexible and long-term solution to the problem of securely integrating and managing constituent data. The Oracle Solution for mastering Constituent Data for Tax Authorities is based on two core product offerings: Oracle Customer Hub and – optionally – Oracle Application Integration Architecture (AIA). Customer Hub is a master data management (MDM) product that centralizes, de-duplicates, and enriches constituent data. It unifies fragmented information without disrupting existing business processes or IT investments. Role based data access and privacy rules guarantee maximum security and privacy. Data is continuously and automatically synchronized with all source systems. With the Oracle Customer Hub managing the master constituent identity, every department can capture transaction activity against the same record, improving reporting accuracy, employee productivity, reliability of constituent analytics, and day-to-day constituent relationships. Oracle Application Integration Architecture provides a collection of core pre-built processes to support out of the box Master Data Governance across Oracle Customer Hub, Siebel CRM, and Oracle E-Business Suite. It also provides a framework to enable MDM integrations with other Oracle and non-Oracle applications. Oracle AIA removes some of the key inhibitors to implementing a service-oriented architecture (SOA) by providing a pre-built SOA-based middleware foundation as well as industry-optimized service oriented applications, all built around a SOA governance model that encourages effective design and reuse. I encourage you to read Oracle Solution for Mastering Constituents Data for Public Sector – Tax Authorities by Roberto Negro. It is an outstanding whitepaper that describes how the Oracle MDM solution allows you to create a unified, reconciled source of high-quality constituent data and gain an accurate single view of each constituent. This foundation enables you to lower the costs associated with data quality and integration and create a tax organization that is efficient, secure and constituent-centric. Also, don’t forget the upcoming webcast on Thursday, February 10th: Deliver Improved Services to Citizens at Lower Cost to your Organization Our Guest Speaker is Ruben Spekle, from Capgemini. He will also provide insight into Public Sector Master Data Management and Case Management implementations including one that was executed for a Dutch Government Agency. If you are interested in how governmental organizations from around the world are using MDM to advance their cause, click here to register for the webcast.

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  • EPM and Business Analytics Talking-head Videos from Oracle OpenWorld 2013

    - by Mike.Hallett(at)Oracle-BI&EPM
    Normal 0 false false false EN-GB X-NONE X-NONE Here is a selection of 2 to 3 minute video interviews at this year’s Oracle OpenWorld: 1. George Somogyi, Solutions Architect, New Edge Group, talks about the importance of having their integrated Oracle Hyperion Platform consisting of Oracle Hyperion Financial Management, Oracle Hyperion Financial Data Quality Management, Oracle E-Business Suite R12 and Oracle Business Intelligence Extended Edition plus their use of Oracle Managed Cloud Services. Speaker: George Somogyi @ http://youtu.be/kWn0dQxCUy8 2. Gregg Thompson, Director of Financial Systems for ADT, talks about using Oracle Data Relationship Management prior to implementing an Enterprise Performance Management solution. Gregg confirmed that there are big benefits to bringing the full Oracle Hyperion Financial Close suite online with Oracle DRM as the metadata source. Reduced maintenance time and use of external consultants translates into significant time and cost savings and faster implementation times. Speaker: Gregg Thompson @ http://youtu.be/XnFrR9Uk4xk 3. Jeff Spangler, Director Financial Planning and Analysis for Speedy Cash Holdings Corp, talked to us about the benefits achieved through implementing Oracle Hyperion Planning and financial reporting solutions. He also describes how the use of Data Relationship Management will keep the process running smoothly now and in the future. Speaker: Jeff Spangler @ http://youtu.be/kkkuMkgJ22U 4. Marc Seewald, Senior Director of Product Management for Oracle Hyperion Tax Provision at Oracle, talks about Oracle Hyperion Tax Provision, how it is an integral part of the financial close process and that it provides better internal controls and automation of this task. Marc talks about Oracle Partners and customers alike who are seeing great value. Speaker: Marc Seewald @ http://youtu.be/lM_nfvACGuA 5. Matt Bradley, SVP of Product Development for Enterprise Performance Management (EPM) Applications at Oracle, talked to us about different deployment options for Oracle EPM. Cloud services (SaaS), managed services, on-premise, off-premise all have their merits, and organizations need flexibility to easily move between them as their companies evolve. Speaker: Matt Bradley @ http://youtu.be/ATO7Z9dbE-o 6. Neil Sellers, Partner, Qubix International talks about their experience with previewing Oracle’s new Planning and Budgeting Cloud Service. He describes the benefits of the step-by-step task lists, the speed of getting the application up and running, and the huge benefits of not having to manage the software and hardware side of the planning process. Speaker: Neil Sellers @ http://youtu.be/xmosO28e4_I 7. Praveen Pasupuleti, Senior Business Intelligence Development Manager of Citrix Systems Inc., talks about their Oracle Hyperion Planning upgrade and the huge performance improvement now experienced in forecasting. He also talked about the benefits of Oracle Hyperion Workforce Planning achieved by Citrix. Speaker: Praveen Pasupuleti @ http://youtu.be/d1e_4hLqw8c 8. CheckPoint Consulting, talked to us about how Enterprise Performance Management should be viewed as an entire solution, rather than as a bunch of applications in silos, to provide significant benefits; and how Data Relationship Management can tie it all together effectively. Speaker: Ron Dimon @ http://youtu.be/sRwbdbbXvUE 9. Sonal Kulkarni, Enterprise Performance Management Leader, Cummins Inc., talks about their use of Oracle Hyperion Financial Close Management (Account Reconciliation Manager), Oracle Hyperion Financial Management and Oracle Hyperion Financial Data Quality Management and how this is providing efficiency, visibility and compliance benefits. Speaker: Sonal Kulkarni @ http://youtu.be/OEgup5dKyVc 10. Todd Renard, Manager Financial Planning and Business Analytics for B/E Aerospace Inc., talks about the huge benefits that B/E Aerospace is experiencing from Oracle Financial Close Suite. He was extremely excited about Oracle Hyperion Financial Data Quality Management and how this helps them integrate a new business in as little as three weeks. Speaker: Todd Renard @ http://youtu.be/nIfqK46uVI8 11. Peter Smolianski, Chief Technology Officer for the District of Columbia Courts, talked to us about how D.C. Courts is using Oracle Scorecard and Strategy Management to push their 5 year plan forward, to report results to their constituents, and take accountability for process changes to become more efficient. Speaker: Peter Smolianski @ http://www.youtube.com/watch?v=T-DtB5pl-uk 12. Rich Wilkie, Senior Director of Product Management for Financial Close Suite at Oracle, talked to us about Oracle Financial Management Analytics. He told us how the prebuilt dashboards on top of Oracle Hyperion Financial Close Suite make it easy for everyone to see the numbers and understand where they are in the close process, and if there is an issue, they can see where it is. Executives are excited to get this information on mobile devices too. Speaker: Rich Wilkie @ http://www.youtube.com/watch?v=4UHuHgx74Yg 13. Dinesh Balebail, Senior Director of Software Development for Oracle Hyperion Profitability and Cost Management, talked to us about the power and speed of Oracle Hyperion Profitability and Cost Management and how it is being used to do deep costing for Telecoms, Hospitals, Banks and other high transaction volume organizations effectively. Speaker: Dinesh Balebail @ http://youtu.be/ivx5AZCXAfs /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman"; mso-ansi-language:EN-US; mso-fareast-language:EN-US;}

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  • Limiting Audit Exposure and Managing Risk – Q&A and Follow-Up Conversation

    - by Tanu Sood
    Thanks to all who attended the live ISACA webcast on Limiting Audit Exposure and Managing Risk with Metrics-Driven Identity Analytics. We were really fortunate to have Don Sparks from ISACA moderate the webcast featuring Stuart Lincoln, Vice President, IT P&L Client Services, BNP Paribas, North America and Neil Gandhi, Principal Product Manager, Oracle Identity Analytics. Stuart’s insights given the team’s role in providing IT for P&L Client Services and his tremendous experience in identity management and establishing sustainable compliance programs were true value-add at yesterday’s webcast. And if you are a healthcare organization looking to solve your compliance and security challenges, we recommend you join us for a live webcast on Tuesday, November 29 at 10 am PT. The webcast will feature experts from Kaiser Permanente, PricewaterhouseCoopers and Oracle and the focus of the discussion will be around the compliance challenges a healthcare organization faces and best practices for tackling those. Here are the details: Healthcare IT News Webcast: Managing Risk and Enforcing Compliance in Healthcare with Identity Analytics Tuesday, November 29, 201110:00 a.m. PT / 1:00 p.m. ET Register Today The ISACA webcast replay is now available on-demand and the slides are also available for download. Since we didn’t have time to address all the questions we received during the live Q&A portion of the webcast, we have captured responses to the remaining questions here. Please continue to provide us your feedback and insights from your experience in deploying identity compliance solutions. Q. Can you please clarify the mechanism utilized to populate the Identity Warehouse from each individual application's access management function / files? A. Oracle Identity Analytics (OIA) supports direct imports from applications. Data collection is based on Extract, Transform and Load (ETL) that eliminates the need to write connectors to different applications. Oracle Identity Analytics’ import engine supports complex entitlement feeds saved as either text files or XML. The imports can be scheduled on a periodic basis or triggered as needed. If the applications are synchronized with a user provisioning solution like Oracle Identity Manager, Oracle Identity Analytics has a seamless integration to pull in data from Oracle Identity Manager. Q.  Can you provide a short summary of the new features in your latest release of Oracle Identity Analytics? A. Oracle recently announced availability of enhanced Oracle Identity Analytics. This release focused on easing the certification process by offering risk analytics driven certification, advanced certification screens, business centric views and significant improvement in performance including 3X faster data imports, 3X faster certification campaign generation and advanced auto-certification features, that  will allow organizations to improve user productivity by up to 80%. Closed-loop risk feedback and IT policy monitoring with Oracle Identity Manager, a leading user provisioning solution, allows for more accurate certification reviews. And, OIA's improved performance enables customers to scale compliance initiatives supporting millions of user entitlements across thousands of applications, whether on premise or in the cloud, without compromising speed or integrity. Q. Will ISACA grant a CPE credit for attending this ISACA-sponsored webinar today? A. From ISACA: Hello and thank you for your interest in the 2011 ISACA Webinar Program!  Unfortunately, there are no CPEs offered for this program, archived or live.  We will be looking into the feasibility of offering them in the future.  Q. Would you be able to use this to help manage licenses for software? That is to say - could it track software that is not used by a user, thus eliminating the software license? A. OIA’s integration with Oracle Identity Manager, a leading user provisioning solution, allows organizations to detect ghost accounts or unused accounts via account reconciliation. Based on company’s policies, this could trigger an automated workflow for account deletion or asking for further investigation. Closed-loop feedback between the two solutions would then allow visibility into the complete audit trail of when the account was detected, the action taken, by whom, when and the current status. Q. We have quarterly attestations and .xls mechanisms are not working. Once the identity data is correlated in Identity Analytics, do you then automate access certification? A. OIA’s identity warehouse analyzes and correlates identity data across various resources that allows OIA to determine a user’s risk profile, who the access review request should go to, along with all the relevant access details of the user. The access certification manager gets notification on what to review, when and the relevant data is presented in a business friendly screen. Based on the result of the access certification process, actions are triggered and results recorded and archived. Access review managers have visual risk indicators that also allow them to prioritize access certification tasks and efforts. Q. How does Oracle Identity Analytics work with Cloud Security? A. For enterprises looking to build their own cloud(s), Oracle offers a set of security services that cloud developers can leverage including Oracle Identity Analytics.  For enterprises looking to manage their compliance requirements but without hosting those in-house and instead having a hosting provider offer managed Identity Management services to the organizations, Oracle Identity Analytics can be leveraged much the same way as you’d in an on-premise (within the enterprise) environment. In fact, organizations today are leveraging Oracle Identity Analytics to manage identity compliance in both these ways. Q. Would you recommend this as a cost effective solution for a smaller organization with @ 2,500 users? A. The key return-on-investment (ROI) on Oracle Identity Analytics is derived from automating compliance processes thereby eliminating administrative overhead, minimizing errors, maintaining cost- and time-effective sustainable compliance processes and minimizing audit exposures and penalties.  Of course, there are other tangible benefits that are derived from an Oracle Identity Analytics implementation as outlined in the webcast. For a quantitative analysis of your requirements and potential ROI calculation, we recommend you refer to the Forrester Study on Total Economic Impact of Oracle Identity Analytics. For an in-person discussion, please email Richard Caldwell.

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  • A little primer on using TFS with a small team

    - by johndoucette
    The scenario; A small team of 3 developers mostly in maintenance mode with traditional ASP.net, classic ASP, .Net integration services and utilities with the company’s third party packages, and a bunch of java-based Coldfusion web applications all under Visual Source Safe (VSS). They are about to embark on a huge SharePoint 2010 new construction project and wanted to use subversion instead VSS. TFS was a foreign word and smelled of “high cost” and of an “over complicated process”. Since they had no preconditions about the old TFS versions (‘05 & ‘08), it was fun explaining how simple it was to install a TFS server and get the ball rolling, with or without all the heavy stuff one sometimes associates with such a huge and powerful application management lifecycle product. So, how does a small team begin using TFS? 1. Start by using source control and migrate current VSS source trees into TFS. You can take the latest version or migrate the entire version history. It’s up to you on whether you want a clean start or need quick access to all the version notes and history of the bits. 2. Since most shops are mainly in maintenance mode with existing applications, begin using bug workitems for everything. When you receive an issue/bug from your current tracking system, manually enter the workitem in TFS right through Visual Studio. You can automate the integration to the current tracking system later or replace it entirely. Believe me, this thing is powerful and can handle even the largest of help desks. 3. With new construction, begin work with requirements and task workitems and follow the traditional sprint-based development lifecycle. Obviously, some minor training will be needed, but don’t fear, this is very intuitive and MSDN has a ton of lesson based labs and videos. 4. For the java developers, use the new Team Explorer Everywhere 2010 plugin (recently known as Teamprise). There is a seamless interface in Eclipse, but also a good command-line utility for other environments such as Dreamweaver. 5. Wait to fully integrate the whole workitem/project management/testing process until your team is familiar with the integrated workitems for bugs and code. After a while, you will see the team wanting more transparency into the work they are all doing and naturally, everyone will want workitems to help them organize the chaos! 6. Management will be limited in the value of the reports until you have a fully blown implementation of project planning, construction, build, deployment and testing. However, there are some basic “bug rate” reports and current backlog listings that can provide good information. Some notable explanations of TFS; Work Item Tracking and Project Management - A workitem represents the unit of work within the system which enables tracking of all activities produced by a user, whether it is a developer, business user, project manager or tester. The properties of a workitem such as linked changesets (checked-in code), who updated the data and when, the states and reasons for change, are all transitioned to a data warehouse within TFS for reporting purposes. A workitem can be defines as a "bug", "requirement", test case", or a "change request". They drive the work effort by the individual assigned to it and also provide a key role in defining what needs to be done. Workitems are the things the team needs to do to accomplish a goal. Test Case Management - Starting with a workitem known as a "test case", a tester (or developer) can now author and manage test cases within a formal test plan subsystem. Although TFS supports the test case workitem type, there is a new product known as the VS Test Professional 2010 which allows a tester to facilitate manual tests including fast forwarding steps in the process to arrive at the assertion point quickly. This repeatable process provides quick regression tests and can be conducted by the business user to ensure completeness during UAT. In addition, developers no longer can provide a response to a bug with the line "cannot reproduce". With every test run, attachments including the recorded session, captured environment configurations and settings, screen shots, intellitrace (debugging history), and in some cases if the lab manager is being used, a snapshot of the tested environment is available. Version Control - A modern system allowing shared check-in/check-out, excellent merge conflict resolution, Shelvesets (personal check-ins), branching/merging visualization, public workspaces, gated check-ins, security hierarchy capabilities, and changeset/workitem tracking. Knowing what was done with the code by any developer has become much easier to picture and resolve issues. Team Build - Automate the compilation process whether you need it to be whenever a developer checks-in code, periodically such as nightly builds for testers in the morning, or manual builds to be deployed into production. Each build can run through pre-determined tests, perform code analysis to see if the developer conforms to the team standards, and reject the build if either fails. Project Portal & Reporting - Provide management with a dashboard with insight into the project(s). "Where are we" in each step of the way including past iterations and the current burndown rate. Enabling this feature is easy as it seamlessly interfaces with existing SharePoint implementations.

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  • SSIS: Building SQL databases on-the-fly using concatenated SQL scripts

    - by DrJohn
    Over the years I have developed many techniques which help automate the whole SQL Server build process. In my current process, where I need to build entire OLAP data marts on-the-fly, I make regular use of a simple but very effective mechanism to concatenate all the SQL Scripts together from my SSMS (SQL Server Management Studio) projects. This proves invaluable because in two clicks I can redeploy an entire SQL Server database with all tables, views, stored procedures etc. Indeed, I can also use the concatenated SQL scripts with SSIS to build SQL Server databases on-the-fly. You may be surprised to learn that I often redeploy the database several times per day, or even several times per hour, during the development process. This is because the deployment errors are logged and you can quickly see where SQL Scripts have object dependency errors. For example, after changing a table structure you may have forgotten to change any related views. The deployment log immediately points out all the objects which failed to build so you can fix and redeploy the database very quickly. The alternative approach (i.e. doing changes in the database directly using the SSMS UI) would require you to check all dependent objects before making changes. The chances are that you will miss something and wonder why your app returns the wrong data – a common problem caused by changing a table without re-creating dependent views. Using SQL Projects in SSMS A great many developers fail to make use of SQL Projects in SSMS (SQL Server Management Studio). To me they are invaluable way of organizing your SQL Scripts. The screenshot below shows a typical SSMS solution made up of several projects – one project for tables, another for views etc. The key point is that the projects naturally fall into the right order in file system because of the project name. The number in the folder or file name ensures that the projects the SQL scripts are concatenated together in the order that they need to be executed. Hence the script filenames start with 100, 110 etc. Concatenating SQL Scripts To concatenate the SQL Scripts together into one file, I use notepad.exe to create a simple batch file (see example screenshot) which uses the TYPE command to write the content of the SQL Script files into a combined file. As the SQL Scripts are in several folders, I simply use several TYPE command multiple times and append the output together. If you are unfamiliar with batch files, you may not know that the angled bracket (>) means write output of the program into a file. Two angled brackets (>>) means append output of this program into a file. So the command-line DIR > filelist.txt would write the content of the DIR command into a file called filelist.txt. In the example shown above, the concatenated file is called SB_DDS.sql If, like me you place the concatenated file under source code control, then the source code control system will change the file's attribute to "read-only" which in turn would cause the TYPE command to fail. The ATTRIB command can be used to remove the read-only flag. Using SQLCmd to execute the concatenated file Now that the SQL Scripts are all in one big file, we can execute the script against a database using SQLCmd using another batch file as shown below: SQLCmd has numerous options, but the script shown above simply executes the SS_DDS.sql file against the SB_DDS_DB database on the local machine and logs the errors to a file called SB_DDS.log. So after executing the batch file you can simply check the error log to see if your database built without a hitch. If you have errors, then simply fix the source files, re-create the concatenated file and re-run the SQLCmd to rebuild the database. This two click operation allows you to quickly identify and fix errors in your entire database definition.Using SSIS to execute the concatenated file To execute the concatenated SQL script using SSIS, you simply drop an Execute SQL task into your package and set the database connection as normal and then select File Connection as the SQLSourceType (as shown below). Create a file connection to your concatenated SQL script and you are ready to go.   Tips and TricksAdd a new-line at end of every fileThe most common problem encountered with this approach is that the GO statement on the last line of one file is placed on the same line as the comment at the top of the next file by the TYPE command. The easy fix to this is to ensure all your files have a new-line at the end.Remove all USE database statementsThe SQLCmd identifies which database the script should be run against.  So you should remove all USE database commands from your scripts - otherwise you may get unintentional side effects!!Do the Create Database separatelyIf you are using SSIS to create the database as well as create the objects and populate the database, then invoke the CREATE DATABASE command against the master database using a separate package before calling the package that executes the concatenated SQL script.    

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  • The JavaOne 2012 Sunday Technical Keynote

    - by Janice J. Heiss
    At the JavaOne 2012 Sunday Technical Keynote, held at the Masonic Auditorium, Mark Reinhold, Chief Architect, Java Platform Group, stated that they were going to do things a bit differently--"rather than 20 minutes of SE, and 20 minutes of FX, and 20 minutes of EE, we're going to mix it up a little," he said. "For much of it, we're going to be showing a single application, to show off some of the great work that's been done in the last year, and how Java can scale well--from the cloud all the way down to some very small embedded devices, and how JavaFX scales right along with it."Richard Bair and Jasper Potts from the JavaFX team demonstrated a JavaOne schedule builder application with impressive navigation, animation, pop-overs, and transitions. They noted that the application runs seamlessly on either Windows or Macs, running Java 7. They then ran the same application on an Ubuntu Linux machine--"it just works," said Blair.The JavaFX duo next put the recently released JavaFX Scene Builder through its paces -- dragging and dropping various image assets to build the application's UI, then fine tuning a CSS file for the finished look and feel. Among many other new features, in the past six months, JavaFX has released support for H.264 and HTTP live streaming, "so you can get all the real media playing inside your JavaFX application," said Bair. And in their developer preview builds of JavaFX 8, they've now split the rendering thread from the UI thread, to better take advantage of multi-core architectures.Next, Brian Goetz, Java Language Architect, explored language and library features planned for Java SE 8, including Lambda expressions and better parallel libraries. These feature changes both simplify code and free-up libraries to more effectively use parallelism. "It's currently still a lot of work to convert an application from serial to parallel," noted Goetz.Reinhold had previously boasted of Java scaling down to "small embedded devices," so Blair and Potts next ran their schedule builder application on a small embedded PandaBoard system with an OMAP4 chip set. Connected to a touch screen, the embedded board ran the same JavaFX application previously seen on the desktop systems, but now running on Java SE Embedded. (The systems can be seen and tried at four of the nearby JavaOne hotels.) Bob Vandette, Java Embedded Architect, then displayed a $25 Rasberry Pi ARM-based system running Java SE Embedded, noting the even greater need for the platform independence of Java in such highly varied embedded processor spaces. Reinhold and Vandetta discussed Project Jigsaw, the planned modularization of the Java SE platform, and its deferral from the Java 8 release to Java 9. Reinhold demonstrated the promise of Jigsaw by running a modularized demo version of the earlier schedule builder application on the resource constrained Rasberry Pi system--although the demo gods were not smiling down, and the application ultimately crashed.Reinhold urged developers to become involved in the Java 8 development process--getting the weekly builds, trying out their current code, and trying out the new features:http://openjdk.java.net/projects/jdk8http://openjdk.java.net/projects/jdk8/spechttp://jdk8.java.netFrom there, Arun Gupta explored Java EE. The primary themes of Java EE 7, Gupta stated, will be greater productivity, and HTML 5 functionality (WebSocket, JSON, and HTML 5 forms). Part of the planned productivity increase of the release will come from a reduction in writing boilerplate code--through the widespread use of dependency injection in the platform, along with default data sources and default connection factories. Gupta noted the inclusion of JAX-RS in the web profile, the changes and improvements found in JMS 2.0, as well as enhancements to Java EE 7 in terms of JPA 2.1 and EJB 3.2. GlassFish 4 is the reference implementation of Java EE 7, and currently includes WebSocket, JSON, JAX-RS 2.0, JMS 2.0, and more. The final release is targeted for Q2, 2013. Looking forward to Java EE 8, Gupta explored how the platform will provide multi-tenancy for applications, modularity based on Jigsaw, and cloud architecture. Meanwhile, Project Avatar is the group's incubator project for designing an end-to-end framework for building HTML 5 applications. Santiago Pericas-Geertsen joined Gupta to demonstrate their "Angry Bids" auction/live-bid/chat application using many of the enhancements of Java EE 7, along with an Avatar HTML 5 infrastructure, and running on the GlassFish reference implementation.Finally, Gupta covered Project Easel, an advanced tooling capability in NetBeans for HTML5. John Ceccarelli, NetBeans Engineering Director, joined Gupta to demonstrate creating an HTML 5 project from within NetBeans--formatting the project for both desktop and smartphone implementations. Ceccarelli noted that NetBeans 7.3 beta will be released later this week, and will include support for creating such HTML 5 project types. Gupta directed conference attendees to: http://glassfish.org/javaone2012 for everything about Java EE and GlassFish at JavaOne 2012.

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  • The Virtues and Challenges of Implementing Basel III: What Every CFO and CRO Needs To Know

    - by Jenna Danko
    The Basel Committee on Banking Supervision (BCBS) is a group tasked with providing thought-leadership to the global banking industry.  Over the years, the BCBS has released volumes of guidance in an effort to promote stability within the financial sector.  By effectively communicating best-practices, the Basel Committee has influenced financial regulations worldwide.  Basel regulations are intended to help banks: More easily absorb shocks due to various forms of financial-economic stress Improve risk management and governance Enhance regulatory reporting and transparency In June 2011, the BCBS released Basel III: A global regulatory framework for more resilient banks and banking systems.  This new set of regulations included many enhancements to previous rules and will have both short and long term impacts on the banking industry.  Some of the key features of Basel III include: A stronger capital base More stringent capital standards and higher capital requirements Introduction of capital buffers  Additional risk coverage Enhanced quantification of counterparty credit risk Credit valuation adjustments  Wrong  way risk  Asset Value Correlation Multiplier for large financial institutions Liquidity management and monitoring Introduction of leverage ratio Even more rigorous data requirements To implement these features banks need to embark on a journey replete with challenges. These can be categorized into three key areas: Data, Models and Compliance. Data Challenges Data quality - All standard dimensions of Data Quality (DQ) have to be demonstrated.  Manual approaches are now considered too cumbersome and automation has become the norm. Data lineage - Data lineage has to be documented and demonstrated.  The PPT / Excel approach to documentation is being replaced by metadata tools.  Data lineage has become dynamic due to a variety of factors, making static documentation out-dated quickly.  Data dictionaries - A strong and clean business glossary is needed with proper identification of business owners for the data.  Data integrity - A strong, scalable architecture with work flow tools helps demonstrate data integrity.  Manual touch points have to be minimized.   Data relevance/coverage - Data must be relevant to all portfolios and storage devices must allow for sufficient data retention.  Coverage of both on and off balance sheet exposures is critical.   Model Challenges Model development - Requires highly trained resources with both quantitative and subject matter expertise. Model validation - All Basel models need to be validated. This requires additional resources with skills that may not be readily available in the marketplace.  Model documentation - All models need to be adequately documented.  Creation of document templates and model development processes/procedures is key. Risk and finance integration - This integration is necessary for Basel as the Allowance for Loan and Lease Losses (ALLL) is calculated by Finance, yet Expected Loss (EL) is calculated by Risk Management – and they need to somehow be equal.  This is tricky at best from an implementation perspective.  Compliance Challenges Rules interpretation - Some Basel III requirements leave room for interpretation.  A misinterpretation of regulations can lead to delays in Basel compliance and undesired reprimands from supervisory authorities. Gap identification and remediation - Internal identification and remediation of gaps ensures smoother Basel compliance and audit processes.  However business lines are challenged by the competing priorities which arise from regulatory compliance and business as usual work.  Qualification readiness - Providing internal and external auditors with robust evidence of a thorough examination of the readiness to proceed to parallel run and Basel qualification  In light of new regulations like Basel III and local variations such as the Dodd Frank Act (DFA) and Comprehensive Capital Analysis and Review (CCAR) in the US, banks are now forced to ask themselves many difficult questions.  For example, executives must consider: How will Basel III play into their Risk Appetite? How will they create project plans for Basel III when they haven’t yet finished implementing Basel II? How will new regulations impact capital structure including profitability and capital distributions to shareholders? After all, new regulations often lead to diminished profitability as well as an assortment of implementation problems as we discussed earlier in this note.  However, by requiring banks to focus on premium growth, regulators increase the potential for long-term profitability and sustainability.  And a more stable banking system: Increases consumer confidence which in turn supports banking activity  Ensures that adequate funding is available for individuals and companies Puts regulators at ease, allowing bankers to focus on banking Stability is intended to bring long-term profitability to banks.  Therefore, it is important that every banking institution takes the steps necessary to properly manage, monitor and disclose its risks.  This can be done with the assistance and oversight of an independent regulatory authority.  A spectrum of banks exist today wherein some continue to debate and negotiate with regulators over the implementation of new requirements, while others are simply choosing to embrace them for the benefits I highlighted above. Do share with me how your institution is coping with and embracing these new regulations within your bank. Dr. Varun Agarwal is a Principal in the Banking Practice for Capgemini Financial Services.  He has over 19 years experience in areas that span from enterprise risk management, credit, market, and to country risk management; financial modeling and valuation; and international financial markets research and analyses.

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  • Real-world SignalR example, ditching ghetto long polling

    - by Jeff
    One of the highlights of BUILD last week was the announcement that SignalR, a framework for real-time client to server (or cloud, if you will) communication, would be a real supported thing now with the weight of Microsoft behind it. Love the open source flava! If you aren’t familiar with SignalR, watch this BUILD session with PM Damian Edwards and dev David Fowler. Go ahead, I’ll wait. You’ll be in a happy place within the first ten minutes. If you skip to the end, you’ll see that they plan to ship this as a real first version by the end of the year. Insert slow clap here. Writing a few lines of code to move around a box from one browser to the next is a way cool demo, but how about something real-world? When learning new things, I find it difficult to be abstract, and I like real stuff. So I thought about what was in my tool box and the decided to port my crappy long-polling “there are new posts” feature of POP Forums to use SignalR. A few versions back, I added a feature where a button would light up while you were pecking out a reply if someone else made a post in the interim. It kind of saves you from that awkward moment where someone else posts some snark before you. While I was proud of the feature, I hated the implementation. When you clicked the reply button, it started polling an MVC URL asking if the last post you had matched the last one the server, and it did it every second and a half until you either replied or the server told you there was a new post, at which point it would display that button. The code was not glam: // in the reply setup PopForums.replyInterval = setInterval("PopForums.pollForNewPosts(" + topicID + ")", 1500); // called from the reply setup and the handler that fetches more posts PopForums.pollForNewPosts = function (topicID) { $.ajax({ url: PopForums.areaPath + "/Forum/IsLastPostInTopic/" + topicID, type: "GET", dataType: "text", data: "lastPostID=" + PopForums.currentTopicState.lastVisiblePost, success: function (result) { var lastPostLoaded = result.toLowerCase() == "true"; if (lastPostLoaded) { $("#MorePostsBeforeReplyButton").css("visibility", "hidden"); } else { $("#MorePostsBeforeReplyButton").css("visibility", "visible"); clearInterval(PopForums.replyInterval); } }, error: function () { } }); }; What’s going on here is the creation of an interval timer to keep calling the server and bugging it about new posts, and setting the visibility of a button appropriately. It looks like this if you’re monitoring requests in FireBug: Gross. The SignalR approach was to call a message broker when a reply was made, and have that broker call back to the listening clients, via a SingalR hub, to let them know about the new post. It seemed weird at first, but the server-side hub’s only method is to add the caller to a group, so new post notifications only go to callers viewing the topic where a new post was made. Beyond that, it’s important to remember that the hub is also the means to calling methods at the client end. Starting at the server side, here’s the hub: using Microsoft.AspNet.SignalR.Hubs; namespace PopForums.Messaging { public class Topics : Hub { public void ListenTo(int topicID) { Groups.Add(Context.ConnectionId, topicID.ToString()); } } } Have I mentioned how awesomely not complicated this is? The hub acts as the channel between the server and the client, and you’ll see how JavaScript calls the above method in a moment. Next, the broker class and its associated interface: using Microsoft.AspNet.SignalR; using Topic = PopForums.Models.Topic; namespace PopForums.Messaging { public interface IBroker { void NotifyNewPosts(Topic topic, int lasPostID); } public class Broker : IBroker { public void NotifyNewPosts(Topic topic, int lasPostID) { var context = GlobalHost.ConnectionManager.GetHubContext<Topics>(); context.Clients.Group(topic.TopicID.ToString()).notifyNewPosts(lasPostID); } } } The NotifyNewPosts method uses the static GlobalHost.ConnectionManager.GetHubContext<Topics>() method to get a reference to the hub, and then makes a call to clients in the group matched by the topic ID. It’s calling the notifyNewPosts method on the client. The TopicService class, which handles the reply data from the MVC controller, has an instance of the broker new’d up by dependency injection, so it took literally one line of code in the reply action method to get things moving. _broker.NotifyNewPosts(topic, post.PostID); The JavaScript side of things wasn’t much harder. When you click the reply button (or quote button), the reply window opens up and fires up a connection to the hub: var hub = $.connection.topics; hub.client.notifyNewPosts = function (lastPostID) { PopForums.setReplyMorePosts(lastPostID); }; $.connection.hub.start().done(function () { hub.server.listenTo(topicID); }); The important part to look at here is the creation of the notifyNewPosts function. That’s the method that is called from the server in the Broker class above. Conversely, once the connection is done, the script calls the listenTo method on the server, letting it know that this particular connection is listening for new posts on this specific topic ID. This whole experiment enables a lot of ideas that would make the forum more Facebook-like, letting you know when stuff is going on around you.

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  • The Arab HEUG is now a reality, and other random thoughts

    - by user9147039
    I just returned from Doha, Qatar where the first of its kind HEUG (Higher Education User Group) meeting for institutions in the Middle East and North Africa was held at Qatar University and jointly hosted by Damman University from Saudi Arabia. Over 80 delegates attended including representation from education institutions in Oman, Saudi Arabia, Lebanon, and Qatar. There are many other regional HEUG organizations in place (in Australia/New Zealand, APAC, EMEA, as well as smaller regional HEUG’s in the Netherlands, South Africa, and in regions of the US), but it was truly an accomplishment to see this Middle East/North Africa group organize and launch their chapter with a meeting of this quality. To be known as the Arab HEUG going forward, I am excited about the prospects for sharing between the institutions and for the growth of Oracle solutions in the region. In particular the hosts for the event (Qatar University) did a masterful job with logistics and organization, and the quality of the event was a testament to their capabilities. Among the more interesting and enlightening presentations I attended were one from Dammam University on the lessons learned from their implementation of Campus Solutions and transition off of Banner, as well as the use by Qatar University E-business Suite for grants management (both pre-and post-award). The most notable fact coming from this latter presentation was the fit (89%) of e-Business Suite Grants to the university’s requirements. In a few weeks time we will be convening the 5th meeting of the Oracle Education & Research Industry Strategy Council in Redwood Shores (5th since my advent into my current role). The main topics of discussion will be around our Higher Education Applications Strategy for the future (including cloud approaches to ERP (HCM, Finance, and Student Information Systems), how some cases studies on the benefits of leveraging delivered functionality and extensibility in the software (versus customization). On the second day of the event we will turn our attention to Oracle in Research and also budgeting and planning in higher education. Both of these sessions will include significant participation from council members in the form of panel discussions. Our EVP’s for Systems (John Fowler) and for Global Cloud Services and North America application sales (Joanne Olson) will join us for the discussion. I recently read a couple of articles that were surprising to me. The first was from Inside Higher Ed on October 15 entitled, “As colleges prepare for major software upgrades, Kuali tries to woo them from corporate vendors.” It continues to disappointment that after all this time we are still debating whether it is better to build enterprise software through open or community source initiatives when fully functional, flexible, supported, and widely adopted options exist in the marketplace. Over a decade or more ago when these solutions were relatively immature and there was a great deal of turnover in the market I could appreciate the initiatives like Kuali. But let’s not kid ourselves – the real objective of this movement is to counter a perceived predatory commercial software industry. Again, when commercial solutions are deployed as written without significant customization, and standard business processes are adopted, the cost of these solutions (relative to the value delivered) is quite low, and certain much lower than the massive investment (and risk) in in-house developers to support a bespoke community source system. In this era of cost pressures in education and the need to refocus resources on teaching, learning, and research, I believe it’s bordering on irresponsible to continue to pursue open-source ERP. Many of the adopter’s total costs are staggering and have little to show for their efforts and expended resources. The second article was recently in the Chronicle of Higher Education and was entitled “’Big Data’ Is Bunk, Obama Campaign’s Tech Guru Tells University Leaders.” This one was so outrageous I almost don’t want to legitimize it by referencing it here. In the article the writer relays statements made by Harper Reed, President Obama’s former CTO for his 2012 re-election campaign, that big data solutions in education have no relevance and are akin to snake oil. He goes on to state that while he’s a fan of data-driven decision making in education, most of the necessary analysis can be accomplished in Excel spreadsheets. Yeah… right. This is exactly what ails education (higher education in particular). Dozens of shadow and siloed systems running on spreadsheets with limited-to-no enterprise wide initiatives to harness the data-rich environment that is a higher ed institution and transform the data into useable information. I’ll grant Mr. Reed that “Big Data” is overused and hackneyed, but imperatives like improving student success in higher education are classic big data problems that data-mining and predictive analytics can address. Further, higher ed need to be producing a massive amount more data scientists and analysts than are currently in the pipeline, to further this discipline and application of these tools to many many other problems across multiple industries.

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  • Short Season, Long Models - Dealing with Seasonality

    - by Michel Adar
    Accounting for seasonality presents a challenge for the accurate prediction of events. Examples of seasonality include: ·         Boxed cosmetics sets are more popular during Christmas. They sell at other times of the year, but they rise higher than other products during the holiday season. ·         Interest in a promotion rises around the time advertising on TV airs ·         Interest in the Sports section of a newspaper rises when there is a big football match There are several ways of dealing with seasonality in predictions. Time Windows If the length of the model time windows is short enough relative to the seasonality effect, then the models will see only seasonal data, and therefore will be accurate in their predictions. For example, a model with a weekly time window may be quick enough to adapt during the holiday season. In order for time windows to be useful in dealing with seasonality it is necessary that: The time window is significantly shorter than the season changes There is enough volume of data in the short time windows to produce an accurate model An additional issue to consider is that sometimes the season may have an abrupt end, for example the day after Christmas. Input Data If available, it is possible to include the seasonality effect in the input data for the model. For example the customer record may include a list of all the promotions advertised in the area of residence. A model with these inputs will have to learn the effect of the input. It is possible to learn it specific to the promotion – and by the way learn about inter-promotion cross feeding – by leaving the list of ads as it is; or it is possible to learn the general effect by having a flag that indicates if the promotion is being advertised. For inputs to properly represent the effect in the model it is necessary that: The model sees enough events with the input present. For example, by virtue of the model lifetime (or time window) being long enough to see several “seasons” or by having enough volume for the model to learn seasonality quickly. Proportional Frequency If we create a model that ignores seasonality it is possible to use that model to predict how the specific person likelihood differs from average. If we have a divergence from average then we can transfer that divergence proportionally to the observed frequency at the time of the prediction. Definitions: Ft = trailing average frequency of the event at time “t”. The average is done over a suitable period of to achieve a statistical significant estimate. F = average frequency as seen by the model. L = likelihood predicted by the model for a specific person Lt = predicted likelihood proportionally scaled for time “t”. If the model is good at predicting deviation from average, and this holds over the interesting range of seasons, then we can estimate Lt as: Lt = L * (Ft / F) Considering that: L = (L – F) + F Substituting we get: Lt = [(L – F) + F] * (Ft / F) Which simplifies to: (i)                  Lt = (L – F) * (Ft / F)  +  Ft This latest expression can be understood as “The adjusted likelihood at time t is the average likelihood at time t plus the effect from the model, which is calculated as the difference from average time the proportion of frequencies”. The formula above assumes a linear translation of the proportion. It is possible to generalize the formula using a factor which we will call “a” as follows: (ii)                Lt = (L – F) * (Ft / F) * a  +  Ft It is also possible to use a formula that does not scale the difference, like: (iii)               Lt = (L – F) * a  +  Ft While these formulas seem reasonable, they should be taken as hypothesis to be proven with empirical data. A theoretical analysis provides the following insights: The Cumulative Gains Chart (lift) should stay the same, as at any given time the order of the likelihood for different customers is preserved If F is equal to Ft then the formula reverts to “L” If (Ft = 0) then Lt in (i) and (ii) is 0 It is possible for Lt to be above 1. If it is desired to avoid going over 1, for relatively high base frequencies it is possible to use a relative interpretation of the multiplicative factor. For example, if we say that Y is twice as likely as X, then we can interpret this sentence as: If X is 3%, then Y is 6% If X is 11%, then Y is 22% If X is 70%, then Y is 85% - in this case we interpret “twice as likely” as “half as likely to not happen” Applying this reasoning to (i) for example we would get: If (L < F) or (Ft < (1 / ((L/F) + 1)) Then  Lt = L * (Ft / F) Else Lt = 1 – (F / L) + (Ft * F / L)  

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  • ODI 12c - Aggregating Data

    - by David Allan
    This posting will look at the aggregation component that was introduced in ODI 12c. For many ETL tool users this shouldn't be a big surprise, its a little different than ODI 11g but for good reason. You can use this component for composing data with relational like operations such as sum, average and so forth. Also, Oracle SQL supports special functions called Analytic SQL functions, you can use a specially configured aggregation component or the expression component for these now in ODI 12c. In database systems an aggregate transformation is a transformation where the values of multiple rows are grouped together as input on certain criteria to form a single value of more significant meaning - that's exactly the purpose of the aggregate component. In the image below you can see the aggregate component in action within a mapping, for how this and a few other examples are built look at the ODI 12c Aggregation Viewlet here - the viewlet illustrates a simple aggregation being built and then some Oracle analytic SQL such as AVG(EMP.SAL) OVER (PARTITION BY EMP.DEPTNO) built using both the aggregate component and the expression component. In 11g you used to just write the aggregate expression directly on the target, this made life easy for some cases, but it wan't a very obvious gesture plus had other drawbacks with ordering of transformations (agg before join/lookup. after set and so forth) and supporting analytic SQL for example - there are a lot of postings from creative folks working around this in 11g - anything from customizing KMs, to bypassing aggregation analysis in the ODI code generator. The aggregate component has a few interesting aspects. 1. Firstly and foremost it defines the attributes projected from it - ODI automatically will perform the grouping all you do is define the aggregation expressions for those columns aggregated. In 12c you can control this automatic grouping behavior so that you get the code you desire, so you can indicate that an attribute should not be included in the group by, that's what I did in the analytic SQL example using the aggregate component. 2. The component has a few other properties of interest; it has a HAVING clause and a manual group by clause. The HAVING clause includes a predicate used to filter rows resulting from the GROUP BY clause. Because it acts on the results of the GROUP BY clause, aggregation functions can be used in the HAVING clause predicate, in 11g the filter was overloaded and used for both having clause and filter clause, this is no longer the case. If a filter is after an aggregate, it is after the aggregate (not sometimes after, sometimes having).  3. The manual group by clause let's you use special database grouping grammar if you need to. For example Oracle has a wealth of highly specialized grouping capabilities for data warehousing such as the CUBE function. If you want to use specialized functions like that you can manually define the code here. The example below shows the use of a manual group from an example in the Oracle database data warehousing guide where the SUM aggregate function is used along with the CUBE function in the group by clause. The SQL I am trying to generate looks like the following from the data warehousing guide; SELECT channel_desc, calendar_month_desc, countries.country_iso_code,       TO_CHAR(SUM(amount_sold), '9,999,999,999') SALES$ FROM sales, customers, times, channels, countries WHERE sales.time_id=times.time_id AND sales.cust_id=customers.cust_id AND   sales.channel_id= channels.channel_id  AND customers.country_id = countries.country_id  AND channels.channel_desc IN   ('Direct Sales', 'Internet') AND times.calendar_month_desc IN   ('2000-09', '2000-10') AND countries.country_iso_code IN ('GB', 'US') GROUP BY CUBE(channel_desc, calendar_month_desc, countries.country_iso_code); I can capture the source datastores, the filters and joins using ODI's dataset (or as a traditional flow) which enables us to incrementally design the mapping and the aggregate component for the sum and group by as follows; In the above mapping you can see the joins and filters declared in ODI's dataset, allowing you to capture the relationships of the datastores required in an entity-relationship style just like ODI 11g. The mix of ODI's declarative design and the common flow design provides for a familiar design experience. The example below illustrates flow design (basic arbitrary ordering) - a table load where only the employees who have maximum commission are loaded into a target. The maximum commission is retrieved from the bonus datastore and there is a look using employees as the driving table and only those with maximum commission projected. Hopefully this has given you a taster for some of the new capabilities provided by the aggregate component in ODI 12c. In summary, the actions should be much more consistent in behavior and more easily discoverable for users, the use of the components in a flow graph also supports arbitrary designs and the tool (rather than the interface designer) takes care of the realization using ODI's knowledge modules. Interested to know if a deep dive into each component is interesting for folks. Any thoughts? 

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  • Oracle RightNow CX for Good Customer Experiences

    - by Andreea Vaduva
    Oracle RightNow CX is all about the customer experience, it’s about understanding what drives a good interaction and it’s about delivering a solution which works for our customers and by extension, their customers. One of the early guiding principles of Oracle RightNow was an 8-point strategy to providing good customer experiences. Establish a knowledge foundation Empowering the customer Empower employees Offer multi-channel choice Listen to the customer Design seamless experiences Engage proactively Measure and improve continuously The application suite provides all of the tools necessary to deliver a rewarding, repeatable and measurable relationship between business and customer. The Knowledge Authoring tool provides gap analysis, WYSIWIG editing (and includes HTML rich content for non-developers), multi-level categorisation, permission based publishing and Web self-service publishing. Oracle RightNow Customer Portal, is a complete web application framework that enables businesses to control their own end-user page branding experience, which in turn will allow customers to self-serve. The Contact Centre Experience Designer builds a combination of workspaces, agent scripting and guided assistances into a Desktop Workflow. These present an agent with the tools they need, at the time they need them, providing even the newest and least experienced advisors with consistently accurate and efficient information, whilst guiding them through the complexities of internal business processes. Oracle RightNow provides access points for customers to feedback about specific knowledge articles or about the support site in general. The system will generate ‘incidents’ based on the scoring of the comments submitted. This makes it easy to view and respond to customer feedback. It is vital, more now than ever, not to under-estimate the power of the social web – Facebook, Twitter, YouTube – they have the ability to cause untold amounts of damage to businesses with a single post – witness musician Dave Carroll and his protest song on YouTube, posted in response to poor customer services from an American airline. The first day saw 150,000 views and is currently at 12,011,375. The Times reported that within 4 days of the post, the airline’s stock price fell by 10 percent, which represented a cost to shareholders of $180 million dollars. It is a universally acknowledged fact, that when customers are unhappy, they will not come back, and, generally speaking, it only takes one bad experience to lose a customer. The idea that customer loyalty can be regained by using social media channels was the subject of a 2011 Survey commissioned by RightNow and conducted by Harris Interactive. The survey discovered that 68% of customers who posted a negative review about a holiday on a social networking site received a response from the business. It further found that 33% subsequently posted a positive review and 34% removed the original negative review. Cloud Monitor provides the perfect mechanism for seeing what is being said about a business on public Facebook pages, Twitter or YouTube posts; it allows agents to respond proactively – either by creating an Oracle RightNow incident or by using the same channel as the original post. This leaves step 8 – Measuring and Improving: How does a business know whether it’s doing the right thing? How does it know if its customers are happy? How does it know if its staff are being productive? How does it know if its staff are being effective? Cue Oracle RightNow Analytics – fully integrated across the entire platform – Service, Marketing and Sales – there are in excess of 800 standard reports. If this were not enough, a large proportion of the database has been made available via the administration console, allowing users without any prior database experience to write their own reports, format them and schedule them for e-mail delivery to a distribution list. It handles the complexities of table joins, and allows for the manipulation of data with ease. Oracle RightNow believes strongly in the customer owning their solution, and to provide the best foundation for success, Oracle University can give you the RightNow knowledge and skills you need. This is a selection of the courses offered: RightNow Customer Service Administration Rel 12.02 (3 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course familiarises users with the tasks and concepts needed to configure and maintain their system. RightNow Customer Portal Designer and Contact Center Experience Designer Administration Rel 12.02 (2 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course introduces basic CP structure and how to make changes to the look, feel and behaviour of their self-service pages RightNow Analytics Rel 12.02 (2 days) Available as In Class, Live Virtual Class and Training On Demand (Release 11.11 is available as In Class and Live Virtual Class) This course equips users with the skills necessary to understand data supplied by standard reports and to create custom reports RightNow Integration and Customization For Developers Rel 12.02 (5-days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course is for experienced web developers and offers an introduction to Add-In development using the Desktop Add-In Framework and introduces the core knowledge that developers need to begin integrating Oracle RightNow CX with other systems A full list of courses offered can be found on the Oracle University website. For more information and course dates please get in contact with your local Oracle University team. On top of the Service components, the suite also provides marketing tools, complex survey creation and tracking and sales functionality. I’m a fan of the application, and I think I’ve made that clear: It’s completely geared up to providing customers with support at point of need. It can be configured to meet even the most stringent of business requirements. Oracle RightNow is passionate about, and committed to, providing the best customer experience possible. Oracle RightNow CX is the application that makes it possible. About the Author: Sarah Anderson worked for RightNow for 4 years in both in both a consulting and training delivery capacity. She is now a Senior Instructor with Oracle University, delivering the following Oracle RightNow courses: RightNow Customer Service Administration RightNow Analytics RightNow Customer Portal Designer and Contact Center Experience Designer Administration RightNow Marketing and Feedback

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  • Best Method For Evaluating Existing Software or New Software

    How many of us have been faced with having to decide on an off-the-self or a custom built component, application, or solution to integrate in to an existing system or to be the core foundation of a new system? What is the best method for evaluating existing software or new software still in the design phase? One of the industry preferred methodologies to use is the Active Reviews for Intermediate Designs (ARID) evaluation process.  ARID is a hybrid mixture of the Active Design Review (ADR) methodology and the Architectural Tradeoff Analysis Method (ATAM). So what is ARID? ARD’s main goal is to ensure quality, detailed designs in software. One way in which it does this is by empowering reviewers by assigning generic open ended survey questions. This approach attempts to remove the possibility for allowing the standard answers such as “Yes” or “No”. The ADR process ignores the “Yes”/”No” questions due to the fact that they can be leading based on how the question is asked. Additionally these questions tend to receive less thought in comparison to more open ended questions. Common Active Design Review Questions What possible exceptions can occur in this component, application, or solution? How should exceptions be handled in this component, application, or solution? Where should exceptions be handled in this component, application, or solution? How should the component, application, or solution flow based on the design? What is the maximum execution time for every component, application, or solution? What environments can this component, application, or solution? What data dependencies does this component, application, or solution have? What kind of data does this component, application, or solution require? Ok, now I know what ARID is, how can I apply? Let’s imagine that your organization is going to purchase an off-the-shelf (OTS) solution for its customer-relationship management software. What process would we use to ensure that the correct purchase is made? If we use ARID, then we will have a series of 9 steps broken up by 2 phases in order to ensure that the correct OTS solution is purchases. Phase 1 Identify the Reviewers Prepare the Design Briefing Prepare the Seed Scenarios Prepare the Materials When identifying reviewers for a design it is preferred that they be pulled from a candidate pool comprised of developers that are going to implement the design. The believe is that developers actually implementing the design will have more a vested interest in ensuring that the design is correct prior to the start of code. Design debriefing consist of a summary of the design, examples of the design solving real world examples put in to use and should be no longer than two hours typically. The primary goal of this briefing is to adequately summarize the design so that the review members could actually implement the design. In the example of purchasing an OTS product I would attempt to review my briefing prior to its distribution with the review facilitator to ensure that nothing was excluded that should have not been. This practice will also allow me to test the length of the briefing to ensure that can be delivered in an appropriate about of time. Seed Scenarios are designed to illustrate conceptualized scenarios when applied with a set of sample data. These scenarios can then be used by the reviewers in the actual evaluation of the software, All materials needed for the evaluation should be prepared ahead of time so that they can be reviewed prior to and during the meeting. Materials Included: Presentation Seed Scenarios Review Agenda Phase 2 Present ARID Present Design Brainstorm and prioritize scenarios Apply scenarios Summarize Prior to the start of any ARID review meeting the Facilitator should define the remaining steps of ARID so that all the participants know exactly what they are doing prior to the start of the review process. Once the ARID rules have been laid out, then the lead designer presents an overview of the design which typically takes about two hours. During this time no questions about the design or rational are allowed to be asked by the review panel as a standard, but they are written down for use latter in the process. After the presentation the list of compiled questions is then summarized and sent back to the lead designer as areas that need to be addressed further. In the example of purchasing an OTS product issues could arise regarding security, the implementation needed or even if this is this the correct product to solve the needed solution. After the Design presentation a brainstorming and prioritize scenarios process begins by reducing the seed scenarios down to just the highest priority scenarios.  These will then be used to test the design for suitability. Once the selected scenarios have been defined the reviewers apply the examples provided in the presentation to the scenarios. The intended output of this process is to provide code or pseudo code that makes use of the examples provided while solving the selected seed scenarios. As a standard rule, the designers of the systems are not allowed to help the review board unless they all become stuck. When this occurs it is documented and along with the reason why the designer needed to help the review panel back on track. Once all of the scenarios have been completed the review facilitator reviews with the group issues that arise during the process. Then the reviewers will be polled as to efficacy of the review experience. References: Clements, Paul., Kazman, Rick., Klien, Mark. (2002). Evaluating Software Architectures: Methods and Case Studies Indianapolis, IN: Addison-Wesley

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  • Composing Silverlight Applications With MEF

    - by PeterTweed
    Anyone who has written an application with complexity enough to warrant multiple controls on multiple pages/forms should understand the benefit of composite application development.  That is defining your application architecture that can be separated into separate pieces each with it’s own distinct purpose that can then be “composed” together into the solution. Composition can be useful in any layer of the application, from the presentation layer, the business layer, common services or data access.  Historically people have had different options to achieve composing applications from distinct well known pieces – their own version of dependency injection, containers to aid with composition like Unity, the composite application guidance for WPF and Silverlight and before that the composite application block. Microsoft has been working on another mechanism to aid composition and extension of applications for some time now – the Managed Extensibility Framework or MEF for short.  With Silverlight 4 it is part of the Silverlight environment.  MEF allows a much simplified mechanism for composition and extensibility compared to other mechanisms – which has always been the primary issue for adoption of the earlier mechanisms/frameworks. This post will guide you through the simple use of MEF for the scenario of composition of an application – using exports, imports and composition.  Steps: 1.     Create a new Silverlight 4 application. 2.     Add references to the following assemblies: System.ComponentModel.Composition.dll System.ComponentModel.Composition.Initialization.dll 3.     Add a new user control called LeftControl. 4.     Replace the LayoutRoot Grid with the following xaml:     <Grid x:Name="LayoutRoot" Background="Beige" Margin="40" >         <Button Content="Left Content" Margin="30"></Button>     </Grid> 5.     Add the following statement to the top of the LeftControl.xaml.cs file using System.ComponentModel.Composition; 6.     Add the following attribute to the LeftControl class     [Export(typeof(LeftControl))]   This attribute tells MEF that the type LeftControl will be exported – i.e. made available for other applications to import and compose into the application. 7.     Add a new user control called RightControl. 8.     Replace the LayoutRoot Grid with the following xaml:     <Grid x:Name="LayoutRoot" Background="Green" Margin="40"  >         <TextBlock Margin="40" Foreground="White" Text="Right Control" FontSize="16" VerticalAlignment="Center" HorizontalAlignment="Center" ></TextBlock>     </Grid> 9.     Add the following statement to the top of the RightControl.xaml.cs file using System.ComponentModel.Composition; 10.   Add the following attribute to the RightControl class     [Export(typeof(RightControl))] 11.   Add the following xaml to the LayoutRoot Grid in MainPage.xaml:         <StackPanel Orientation="Horizontal" HorizontalAlignment="Center">             <Border Name="LeftContent" Background="Red" BorderBrush="Gray" CornerRadius="20"></Border>             <Border Name="RightContent" Background="Red" BorderBrush="Gray" CornerRadius="20"></Border>         </StackPanel>   The borders will hold the controls that will be imported and composed via MEF. 12.   Add the following statement to the top of the MainPage.xaml.cs file using System.ComponentModel.Composition; 13.   Add the following properties to the MainPage class:         [Import(typeof(LeftControl))]         public LeftControl LeftUserControl { get; set; }         [Import(typeof(RightControl))]         public RightControl RightUserControl { get; set; }   This defines properties accepting LeftControl and RightControl types.  The attrributes are used to tell MEF the discovered type that should be applied to the property when composition occurs. 14.   Replace the MainPage constructore with the following code:         public MainPage()         {             InitializeComponent();             CompositionInitializer.SatisfyImports(this);             LeftContent.Child = LeftUserControl;             RightContent.Child = RightUserControl;         }   The CompositionInitializer.SatisfyImports(this) function call tells MEF to discover types related to the declared imports for this object (the MainPage object).  At that point, types matching those specified in the import defintions are discovered in the executing assembly location of the application and instantiated and assigned to the matching properties of the current object. 15.   Run the application and you will see the left control and right control types displayed in the MainPage:   Congratulations!  You have used MEF to dynamically compose user controls into a parent control in a composite application model. In the next post we will build on this topic to cover using MEF to compose Silverlight applications dynamically in download on demand scenarios – so .xap packages can be downloaded only when needed, avoiding large initial download for the main application xap. Take the Slalom Challenge at www.slalomchallenge.com!

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  • In Social Relationship Management, the Spirit is Willing, but Execution is Weak

    - by Mike Stiles
    In our final talk in this series with Aberdeen’s Trip Kucera, we wanted to find out if enterprise organizations are actually doing anything about what they’re learning around the importance of communicating via social and using social listening for a deeper understanding of customers and prospects. We found out that if your brand is lagging behind, you’re not alone. Spotlight: How was Aberdeen able to find out if companies are putting their money where their mouth is when it comes to implementing social across the enterprise? Trip: One way to think about the relative challenges a business has in a given area is to look at the gap between “say” and “do.” The first of those words reveals the brand’s priorities, while the second reveals their ability to execute on those priorities. In Aberdeen’s research, we capture this by asking firms to rank the value of a set of activities from one on the low end to five on the high end. We then ask them to rank their ability to execute those same activities, again on a one to five, not effective to highly effective scale. Spotlight: And once you get their self-assessments, what is it you’re looking for? Trip: There are two things we’re looking for in this analysis. The first is we want to be able to identify the widest gaps between perception of value and execution. This suggests impediments to adoption or simply a high level of challenge, be it technical or otherwise. It may also suggest areas where we can expect future investment and innovation. Spotlight: So the biggest potential pain points surface, places where they know something is critical but also know they aren’t doing much about it. What’s the second thing you look for? Trip: The second thing we want to do is look at specific areas in which high-performing companies, the Leaders, are out-executing the Followers. This points to the business impact of these activities since Leaders are defined by a set of business performance metrics. Put another way, we’re correlating adoption of specific business competencies with performance, looking for what high-performers do differently. Spotlight: Ah ha, that tells us what steps the winners are taking that are making them winners. So what did you find out? Trip: Generally speaking, we see something of a glass curtain when it comes to the social relationship management execution gap. There isn’t a single social media activity in which more than 50% of respondents indicated effectiveness, which would be a 4 or 5 on that 1-5 scale. This despite the fact that 70% of firms indicate that generating positive social media mentions is valuable or very valuable, a 4 or 5 on our 1-5 scale. Spotlight: Well at least they get points for being honest. The verdict they’re giving themselves is that they just aren’t cutting it in these highly critical social development areas. Trip: And the widest gap is around directly engaging with customers and/or prospects on social networks, which 69% of firms rated as valuable but only 34% of companies say they are executing well. Perhaps even more interesting is that these two are interdependent since you’re most likely to generate goodwill on social through happy, engaged customers. This data also suggests that social is largely being used as a broadcast channel rather than for one-to-one engagement. As we’ve discussed previously, social is an inherently personal media. Spotlight: And if they’re still using it as a broadcast channel, that shows they still fail to understand the root of social and see it as just another outlet for their ads and push-messaging. That’s depressing. Trip: A second way to evaluate this data is by using Aberdeen’s performance benchmarking. The story is both a bit different, but consistent in its own way. The first thing we notice is that Leaders are more effective in their execution of several key social relationship management capabilities, namely generating positive mentions and engaging with “influencers” and customers. Based on the fact that Aberdeen uses a broad set of performance metrics to rank the respondents as either “Leaders” (top 35% in weighted performance) or “Followers” (bottom 65% in weighted performance), from website conversion to annual revenue growth, we can then correlated high social effectiveness with company performance. We can also connect the specific social capabilities used by Leaders with effectiveness. We spoke about a few of those key capabilities last time and also discuss them in a new report: Social Powers Activate: Engineering Social Engagement to Win the Hidden Sales Cycle. Spotlight: What all that tells me is there are rewards for making the effort and getting it right. That’s how you become a Leader. Trip: But there’s another part of the story, which is that overall effectiveness, even among Leaders, is muted. There’s just one activity in which more than a majority of Leaders cite high effectiveness, effectiveness being the generation of positive buzz. While 80% of Leaders indicate “directly engaging with customers” through social media channels is valuable, the highest rated activity among Leaders, only 42% say they’re effective. This gap even among Leaders shows the challenges still involved in effective social relationship management. @mikestilesPhoto: stock.xchng

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  • SPARC T4-4 Delivers World Record Performance on Oracle OLAP Perf Version 2 Benchmark

    - by Brian
    Oracle's SPARC T4-4 server delivered world record performance with subsecond response time on the Oracle OLAP Perf Version 2 benchmark using Oracle Database 11g Release 2 running on Oracle Solaris 11. The SPARC T4-4 server achieved throughput of 430,000 cube-queries/hour with an average response time of 0.85 seconds and the median response time of 0.43 seconds. This was achieved by using only 60% of the available CPU resources leaving plenty of headroom for future growth. The SPARC T4-4 server operated on an Oracle OLAP cube with a 4 billion row fact table of sales data containing 4 dimensions. This represents as many as 90 quintillion aggregate rows (90 followed by 18 zeros). Performance Landscape Oracle OLAP Perf Version 2 Benchmark 4 Billion Fact Table Rows System Queries/hour Users* Response Time (sec) Average Median SPARC T4-4 430,000 7,300 0.85 0.43 * Users - the supported number of users with a given think time of 60 seconds Configuration Summary and Results Hardware Configuration: SPARC T4-4 server with 4 x SPARC T4 processors, 3.0 GHz 1 TB memory Data Storage 1 x Sun Fire X4275 (using COMSTAR) 2 x Sun Storage F5100 Flash Array (each with 80 FMODs) Redo Storage 1 x Sun Fire X4275 (using COMSTAR with 8 HDD) Software Configuration: Oracle Solaris 11 11/11 Oracle Database 11g Release 2 (11.2.0.3) with Oracle OLAP option Benchmark Description The Oracle OLAP Perf Version 2 benchmark is a workload designed to demonstrate and stress the Oracle OLAP product's core features of fast query, fast update, and rich calculations on a multi-dimensional model to support enhanced Data Warehousing. The bulk of the benchmark entails running a number of concurrent users, each issuing typical multidimensional queries against an Oracle OLAP cube consisting of a number of years of sales data with fully pre-computed aggregations. The cube has four dimensions: time, product, customer, and channel. Each query user issues approximately 150 different queries. One query chain may ask for total sales in a particular region (e.g South America) for a particular time period (e.g. Q4 of 2010) followed by additional queries which drill down into sales for individual countries (e.g. Chile, Peru, etc.) with further queries drilling down into individual stores, etc. Another query chain may ask for yearly comparisons of total sales for some product category (e.g. major household appliances) and then issue further queries drilling down into particular products (e.g. refrigerators, stoves. etc.), particular regions, particular customers, etc. Results from version 2 of the benchmark are not comparable with version 1. The primary difference is the type of queries along with the query mix. Key Points and Best Practices Since typical BI users are often likely to issue similar queries, with different constants in the where clauses, setting the init.ora prameter "cursor_sharing" to "force" will provide for additional query throughput and a larger number of potential users. Except for this setting, together with making full use of available memory, out of the box performance for the OLAP Perf workload should provide results similar to what is reported here. For a given number of query users with zero think time, the main measured metrics are the average query response time, the median query response time, and the query throughput. A derived metric is the maximum number of users the system can support achieving the measured response time assuming some non-zero think time. The calculation of the maximum number of users follows from the well-known response-time law N = (rt + tt) * tp where rt is the average response time, tt is the think time and tp is the measured throughput. Setting tt to 60 seconds, rt to 0.85 seconds and tp to 119.44 queries/sec (430,000 queries/hour), the above formula shows that the T4-4 server will support 7,300 concurrent users with a think time of 60 seconds and an average response time of 0.85 seconds. For more information see chapter 3 from the book "Quantitative System Performance" cited below. -- See Also Quantitative System Performance Computer System Analysis Using Queueing Network Models Edward D. Lazowska, John Zahorjan, G. Scott Graham, Kenneth C. Sevcik external local Oracle Database 11g – Oracle OLAP oracle.com OTN SPARC T4-4 Server oracle.com OTN Oracle Solaris oracle.com OTN Oracle Database 11g Release 2 oracle.com OTN Disclosure Statement Copyright 2012, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Results as of 11/2/2012.

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  • What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12

    - by Tony Berk
    There is plenty to SEE for CRM during OpenWorld in San Francisco, September 30 - October 4! As I mentioned in my earlier post about some of the keynote sessions, Is There a Cloud Over OpenWorld?, I'm going try to highlight some key sessions to help you find the best sessions for you. Interested to find out where Oracle CRM products are headed, then find your "roadmap" session. Here are some of the sessions in the CRM Track that you might want to consider attending for products you currently own or might consider for the future. I think you'll agree, there is quite a bit of investment going on across Oracle CRM. Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity. General Session: Oracle Fusion CRM—Improving Sales Effectiveness, Efficiency, and Ease of Use (Session ID: GEN9674) - Oct 2, 11:45 AM - 12:45 PM. Anthony Lye, Senior VP, Oracle leads this general session focused on Oracle Fusion CRM. Oracle Fusion CRM optimizes territories, combines quota management and incentive compensation, integrates sales and marketing, and cleanses and enriches data—all within a single application platform. Oracle Fusion can be configured, changed, and extended at runtime by end users, business managers, IT, and developers. Oracle Fusion CRM can be used from the Web, from a smartphone, from Microsoft Outlook, or from an iPad. Deloitte, sponsor of the CRM Track, will also present key concepts on CRM implementations. Oracle Fusion Customer Relationship Management: Overview/Strategy/Customer Experiences/Roadmap (CON9407) - Oct 1, 3:15PM - 4:15PM. In this session, learn how Oracle Fusion CRM enables companies to create better sales plans, generate more quality leads, and achieve higher win rates and find out why customers are adopting Oracle Fusion CRM. Gain a deeper understanding of the unique capabilities only Oracle Fusion CRM provides, and learn how Oracle’s commitment to CRM innovation is driving a wide range of future enhancements. Oracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM - 11:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers. Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM - 1:15PM. The world’s most complete CRM solution, Oracle’s Siebel CRM helps organizations differentiate their businesses. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments. Oracle Fusion Social CRM Strategy and Roadmap: Future of Collaboration and Social Engagement (CON9750) - Oct 4, 11:15 AM - 12:15 PM. Social is changing the customer experience! Come find out how Oracle can help you know your customers better, encourage brand affinity, and improve collaboration within your ecosystem. This session reviews Oracle’s social media solution and shows how you can discover hidden insights buried in your enterprise and social data. Also learn how Oracle Social Network revolutionizes how enterprise users work, collaborate, and share to achieve successful outcomes. Oracle CRM On Demand Strategy and Roadmap (CON9727) - Oct 1, 10:45AM - 11:45AM. Oracle CRM On Demand is a powerful cloud-based customer relationship management solution. Come to this session to learn directly from Oracle experts about future product plans and hear how Oracle is committed to accelerating the pace of innovation and value to its customers. Knowledge Management Roadmap and Strategy (CON9776) - Oct 1, 12:15PM - 1:15PM. Learn how to harness the knowledge created as a natural byproduct of day-to-day interactions to lower costs and improve customer experience by delivering the right answer at the right time across channels. This session includes an overview of Oracle’s product roadmap and vision for knowledge management for both the Oracle RightNow and Oracle Knowledge (formerly InQuira) product families. Oracle Policy Automation Roadmap: Supercharging the Customer Experience (CON9655) - Oct 1, 12:15PM - 1:15PM. Oracle Policy Automation delivers rapid customer value by streamlining the capture, analysis, and deployment of policies across every facet of the customer experience. This session discusses recent Oracle Policy Automation enhancements for policy analytics; the latest Oracle Policy Automation Connector for Siebel; and planned new capabilities, including availability with the Oracle RightNow product line. There is much more, so stay tuned for more highlights or check out the Content Catalog and search for your areas of interest. Which session are you most interested in? Make your suggestions! But no voting for Pearl Jam or Kings of Leon. Those are after hours! 

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  • Run Oracle E-Business Suite Period Close Diagnostic

    - by Get Proactive Customer Adoption Team
    Untitled Document Be Proactive & Save Time—Use the Period Close Diagnostic During the Month Have you ever closed your books at the end of the month and, due to problems with your Oracle E-Business Suite Period Close, you found yourself working all night or all weekend to resolve your issues? You can avoid issues by running the Oracle E-Business Suite Period Close Diagnostics throughout the month, prior to closing Oracle Financial Assets, General Ledger, Payables, and/or Receivables. You can identify issues that will interfere with your period close early, preventing last minute fire drills. Correct your errors or, if you need Oracle Support’s assistance, attach the output to a service request for faster resolution by the support engineer. Oracle E-Business Suite Diagnostics are included in your Oracle Premier Support agreement at no extra charge. They are proactive, easy to use, tools provided by Oracle Support to ease the gathering and analyzing of information from your E-Business Suite, specific to an existing issue or setup. Formatted output displays the information gathered, the findings of the analysis, and the appropriate actions to take if necessary. These tools are designed for both the functional and technical user, providing no EBS administration features, so you can safely assign this responsibility to users who are not administrators. A good place to start with the Support Diagnostics is the install patch Note 167000.1. Everything you need is in this patch and you install it on top of your E-Business Suite. If you are on EBS 12.0.6 or below, Oracle delivers the diagnostic tests in a standard Oracle patch and you apply it using the adpatch utility. If you are on EBS release 12.1.1 or above, your diagnostics are already there. Oracle E-Business Suite Diagnostics: Prevent Issues—resolving configuration and data issues that would cause processes to fail Identify Issues Quickly—resolving problems without the need to contact Oracle Support Reduce Resolution Time—minimizing the time spent to resolve an issue by increasing support engineer efficiency In the example below, you will see how to run the EBS Period Close Diagnostic step-by-step using an SQLGL Period Closing Activity Test. This allows you to check throughout the month to identify and resolve any issue that might prevent closing the period in the General Ledger on schedule.   Click the Select Application button. Select your Application. In this example, we will use the Period Close test. Scroll down to Period Close Place a check mark in the Period Closing box in the Select column. Click the Execute button at the bottom of the page Input the parameters. Click the Submit button Click the Refresh button, until the Status of the test changes from “In Progress” to “Completed” Click the icon under, View Report to view the test results   The report will complete successfully or show completed with errors. The report will show where the error is located, what the error is, and what action(s) to take for resolution. Remember, if you need to work with Oracle Support to resolve your issue, attach the report to your Service Request so the engineer can start working the issue. Completed with errors Completed successfully with no errors If you have questions, please ask in the E-Business Suite Category’s Diagnostic Tools Community. You may find the answer waiting for you in a prior community discussion or in one of the resources posted by an Oracle Support moderator. Oracle’s Period Close Diagnostic, and the other E-Business Suite Diagnostics, save you time and help keep you on schedule. If you run the Period Close Diagnostic throughout the month, you can identify issues to resolve and get help, if needed. When opening a Service Request, attaching the output from the diagnostic report, speeds resolution. With the issues resolved ahead of time, your Period Close should complete without errors. Avoiding the unexpected, helps to close your books on time and without late nights or working through your weekend. Recommended Reads E-Business Suite Diagnostics Period / Year End Close [ID 402237.1] lists all of the Closing Period Diagnostic Tests. I highly recommend that customers execute these tests prior to closing a period. The period closing tests listed in this document help you identify known issues that prevent a successful period close. Use these tests prior to closing a period. To learn about all the available EBS Diagnostics, please review the E-Business Suite Diagnostics Overview [ID 342459.1].

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  • Unexpected advantage of Engineered Systems

    - by user12244672
    It's not surprising that Engineered Systems accelerate the debugging and resolution of customer issues. But what has surprised me is just how much faster issue resolution is with Engineered Systems such as SPARC SuperCluster. These are powerful, complex, systems used by customers wanting extreme database performance, app performance, and cost saving server consolidation. A SPARC SuperCluster consists or 2 or 4 powerful T4-4 compute nodes, 3 or 6 extreme performance Exadata Storage Cells, a ZFS Storage Appliance 7320 for general purpose storage, and ultra fast Infiniband switches.  Each with its own firmware. It runs Solaris 11, Solaris 10, 11gR2, LDoms virtualization, and Zones virtualization on the T4-4 compute nodes, a modified version of Solaris 11 in the ZFS Storage Appliance, a modified and highly tuned version of Oracle Linux running Exadata software on the Storage Cells, another Linux derivative in the Infiniband switches, etc. It has an Infiniband data network between the components, a 10Gb data network to the outside world, and a 1Gb management network. And customers can run whatever middleware and apps they want on it, clustered in whatever way they want. In one word, powerful.  In another, complex. The system is highly Engineered.  But it's designed to run general purpose applications. That is, the physical components, configuration, cabling, virtualization technologies, switches, firmware, Operating System versions, network protocols, tunables, etc. are all preset for optimum performance and robustness. That improves the customer experience as what the customer runs leverages our technical know-how and best practices and is what we've tested intensely within Oracle. It should also make debugging easier by fixing a large number of variables which would otherwise be in play if a customer or Systems Integrator had assembled such a complex system themselves from the constituent components.  For example, there's myriad network protocols which could be used with Infiniband.  Myriad ways the components could be interconnected, myriad tunable settings, etc. But what has really surprised me - and I've been working in this area for 15 years now - is just how much easier and faster Engineered Systems have made debugging and issue resolution. All those error opportunities for sub-optimal cabling, unusual network protocols, sub-optimal deployment of virtualization technologies, issues with 3rd party storage, issues with 3rd party multi-pathing products, etc., are simply taken out of the equation. All those error opportunities for making an issue unique to a particular set-up, the "why aren't we seeing this on any other system ?" type questions, the doubts, just go away when we or a customer discover an issue on an Engineered System. It enables a really honed response, getting to the root cause much, much faster than would otherwise be the case. Here's a couple of examples from the last month, one found in-house by my team, one found by a customer: Example 1: We found a node eviction issue running 11gR2 with Solaris 11 SRU 12 under extreme load on what we call our ExaLego test system (mimics an Exadata / SuperCluster 11gR2 Exadata Storage Cell set-up).  We quickly established that an enhancement in SRU12 enabled an 11gR2 process to query Infiniband's Subnet Manager, replacing a fallback mechanism it had used previously.  Under abnormally heavy load, the query could return results which were misinterpreted resulting in node eviction.  In several daily joint debugging sessions between the Solaris, Infiniband, and 11gR2 teams, the issue was fully root caused, evaluated, and a fix agreed upon.  That fix went back into all Solaris releases the following Monday.  From initial issue discovery to the fix being put back into all Solaris releases was just 10 days. Example 2: A customer reported sporadic performance degradation.  The reasons were unclear and the information sparse.  The SPARC SuperCluster Engineered Systems support teams which comprises both SPARC/Solaris and Database/Exadata experts worked to root cause the issue.  A number of contributing factors were discovered, including tunable parameters.  An intense collaborative investigation between the engineering teams identified the root cause to a CPU bound networking thread which was being starved of CPU cycles under extreme load.  Workarounds were identified.  Modifications have been put back into 11gR2 to alleviate the issue and a development project already underway within Solaris has been sped up to provide the final resolution on the Solaris side.  The fixed SPARC SuperCluster configuration greatly aided issue reproduction and dramatically sped up root cause analysis, allowing the correct workarounds and fixes to be identified, prioritized, and implemented.  The customer is now extremely happy with performance and robustness.  Since the configuration is common to other customers, the lessons learned are being proactively rolled out to other customers and incorporated into the installation procedures for future customers.  This effectively acts as a turbo-boost to performance and reliability for all SPARC SuperCluster customers.  If this had occurred in a "home grown" system of this complexity, I expect it would have taken at least 6 months to get to the bottom of the issue.  But because it was an Engineered System, known, understood, and qualified by both the Solaris and Database teams, we were able to collaborate closely to identify cause and effect and expedite a solution for the customer.  That is a key advantage of Engineered Systems which should not be underestimated.  Indeed, the initial issue mitigation on the Database side followed by final fix on the Solaris side, highlights the high degree of collaboration and excellent teamwork between the Oracle engineering teams.  It's a compelling advantage of the integrated Oracle Red Stack in general and Engineered Systems in particular.

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  • Taking a Flying Leap

    - by Lance Shaw
    Yesterday, I went skydiving with three of my children.  It was thrilling, scary, invigorating and exciting. While there is obvious risk involved, the reward and feeling of success was well worth it. You might already be wondering what skydiving would have to with WebCenter, so let me explain. Implementing a skydiving program and becoming an instructor does not happen overnight.  It does not happen with the purchase of the needed technology. Not one of us would go out, buy a parachute, the harnesses, helmet and all the gear and be able to convince anyone that we are now ready to be a skydiving instructor. The fact is that obtaining the technology is merely a small piece of the overall process and so is the case with managing content in your company. You don't just buy the right software (Oracle WebCenter Content) and go to your boss and declare information management success. There is planning, research and effort that goes into deploying software of any kind and especially when it is as mission-critical to the success of your business as Enterprise Content Management. To become a certified skydiving instructor takes at least 3 years of commitment and often longer. In the United States, candidates must complete over 500 solo jumps of their own over a minimum of 36 months and then must complete additional rigorous training under observation.  When you consider the amount of time and effort involved, it's not unlike getting a college degree and anyone that has trusted their lives to one of these instructors will no doubt appreciate their dedication to the curriculum.  Implementing an ECM system won't take that long, but it certainly requires commitment, analysis and consideration. But guess what?  Humans are involved and that means that mistakes can happen and that rules change.  This struck me while reading an excellent post on darkreading.com by Glenn S. Phillips entitled "Mission Impossible: 4 Reasons Compliance is Impossible".  His over-arching point was that with information management and security, environments change and people are involved meaning the work is never done.  He stated that you can never claim your compliance efforts are complete because of the following reasons. People are involved.  And lets face it, some are more trustworthy than others. Change is Constant. There is always some new technology coming along that is disruptive. Consumer grade cloud file sharing and sync tools come to mind here. Compliance is interpreted, not defined.  Laws and the judges that read them are always on the move. Technology is a tool, not a complete solution. There is no magic pill. The skydiving analogy holds true here as well.  Ultimately, a single person packs your parachute.  For obvious reasons, you prefer that this person be trustworthy but there are no absolute guarantees of a 100% error-free scenario.  Weather and wind conditions are never a constant and the best-laid plans for a great day of skydiving are easily disrupted by forces outside of your control.  Rules and regulations vary by location and may be updated at any time and as I mentioned early on, even the best technology on its own will only get you started. The good news is that, like skydiving, with the right technology, the right planning, the right team and a proper understanding of the rules and regulations that govern your industry, your ECM deployment can be a great success.  Failure to plan for any of the 4 factors that Glenn outlined in his article will certainly put your deployment and maybe even your company at risk, so consider them carefully. As a final aside, for those of you who consider skydiving an incredibly dangerous and risky pastime, consider this comparative statistic.  In 2012, the U.S. Parachute Association recorded 19 fatal skydiving accidents in the U.S. out of roughly 3.1 million jumps.  That’s 0.006 fatalities per 1,000 jumps. By comparison, the U.S. National Highway Traffic Safety Administration reports that there were 34,080 deaths due to car accidents in 2012.  Based on the percentages, one could argue that it is safer to jump out of a plane than to drive to the airport where the skydiving will take place. While the way you manage, secure, classify, control, retain and dispose of company files may not carry as much risk as driving or skydiving, it certainly carries risk for the organization when not planned and deployed appropriately.  Consider all the factors involved in your organization as you make your content management plans.  For additional areas of consideration, be sure to download our free whitepaper on the topic entitled "The Top 10 Criteria for Choosing an ECM System" which is available for download here.

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  • Thread.Interrupt Is Evil

    - by Alois Kraus
    Recently I have found an interesting issue with Thread.Interrupt during application shutdown. Some application was crashing once a week and we had not really a clue what was the issue. Since it happened not very often it was left as is until we have got some memory dumps during the crash. A memory dump usually means WindDbg which I really like to use (I know I am one of the very few fans of it).  After a quick analysis I did find that the main thread already had exited and the thread with the crash was stuck in a Monitor.Wait. Strange Indeed. Running the application a few thousand times under the debugger would potentially not have shown me what the reason was so I decided to what I call constructive debugging. I did create a simple Console application project and try to simulate the exact circumstances when the crash did happen from the information I have via memory dump and source code reading. The thread that was  crashing was actually MS code from an old version of the Microsoft Caching Application Block. From reading the code I could conclude that the main thread did call the Dispose method on the CacheManger class which did call Thread.Interrupt on the cache scavenger thread which was just waiting for work to do. My first version of the repro looked like this   static void Main(string[] args) { Thread t = new Thread(ThreadFunc) { IsBackground = true, Name = "Test Thread" }; t.Start(); Console.WriteLine("Interrupt Thread"); t.Interrupt(); } static void ThreadFunc() { while (true) { object value = Dequeue(); // block until unblocked or awaken via ThreadInterruptedException } } static object WaitObject = new object(); static object Dequeue() { object lret = "got value"; try { lock (WaitObject) { } } catch (ThreadInterruptedException) { Console.WriteLine("Got ThreadInterruptException"); lret = null; } return lret; } I do start a background thread and call Thread.Interrupt on it and then directly let the application terminate. The thread in the meantime does plenty of Monitor.Enter/Leave calls to simulate work on it. This first version did not crash. So I need to dig deeper. From the memory dump I did know that the finalizer thread was doing just some critical finalizers which were closing file handles. Ok lets add some long running finalizers to the sample. class FinalizableObject : CriticalFinalizerObject { ~FinalizableObject() { Console.WriteLine("Hi we are waiting to finalize now and block the finalizer thread for 5s."); Thread.Sleep(5000); } } class Program { static void Main(string[] args) { FinalizableObject fin = new FinalizableObject(); Thread t = new Thread(ThreadFunc) { IsBackground = true, Name = "Test Thread" }; t.Start(); Console.WriteLine("Interrupt Thread"); t.Interrupt(); GC.KeepAlive(fin); // prevent finalizing it too early // After leaving main the other thread is woken up via Thread.Abort // while we are finalizing. This causes a stackoverflow in the CLR ThreadAbortException handling at this time. } With this changed Main method and a blocking critical finalizer I did get my crash just like the real application. The funny thing is that this is actually a CLR bug. When the main method is left the CLR does suspend all threads except the finalizer thread and declares all objects as garbage. After the normal finalizers were called the critical finalizers are executed to e.g. free OS handles (usually). Remember that I did call Thread.Interrupt as one of the last methods in the Main method. The Interrupt method is actually asynchronous and does wake a thread up and throws a ThreadInterruptedException only once unlike Thread.Abort which does rethrow the exception when an exception handling clause is left. It seems that the CLR does not expect that a frozen thread does wake up again while the critical finalizers are executed. While trying to raise a ThreadInterrupedException the CLR goes down with an stack overflow. Ups not so nice. Why has this nobody noticed for years is my next question. As it turned out this error does only happen on the CLR for .NET 4.0 (x86 and x64). It does not show up in earlier or later versions of the CLR. I have reported this issue on connect here but so far it was not confirmed as a CLR bug. But I would be surprised if my console application was to blame for a stack overflow in my test thread in a Monitor.Wait call. What is the moral of this story? Thread.Abort is evil but Thread.Interrupt is too. It is so evil that even the CLR of .NET 4.0 contains a race condition during the CLR shutdown. When the CLR gurus can get it wrong the chances are high that you get it wrong too when you use this constructs. If you do not believe me see what Patrick Smacchia does blog about Thread.Abort and List.Sort. Not only the CLR creators can get it wrong. The BCL writers do sometimes have a hard time with correct exception handling as well. If you do tell me that you use Thread.Abort frequently and never had problems with it I do suspect that you do not have looked deep enough into your application to find such sporadic errors.

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  • C# Open Source software that is useful for learning Design Patterns

    - by Fathom Savvy
    In college I took a class in Expert Systems. The language the book taught (CLIPS) was esoteric - Expert Systems: Principles and Programming, Fourth Edition. I remember having a tough time with it. So, after almost failing the class, I needed to create the most awesome Expert System for my final presentation. I chose to create an expert system that would calculate risk analysis for a person's retirement portfolio. In short, the system would provide the services normally performed by one's financial adviser. In other words, based on personality, age, state of the macro economy, and other factors, should one's portfolio be conservative, moderate, or aggressive? In the appendix of the book (or on the CD-ROM), there was this in-depth example program for something unrelated to my presentation. Over my break, I read and re-read every line of that program until I understood it to the letter. Even though it was unrelated, I learned more than I ever could by reading all of the chapters. My presentation turned out to be pretty damn good and I received praises from my professor and classmates. So, the moral of the story is..., by understanding other people's code, you can gain greater insight into a language/paradigm than by reading canonical examples. Still, to this day, I am having trouble with everyday design patterns such as the Factory Pattern. I would like to know if anyone could recommend open source software that would help me understand the Gang of Four design patterns, at the very least. I have read the books, but I'm having trouble writing code for the concepts in the real world. Perhaps, by studying code used in today's real world applications, it might just "click". I realize a piece of software may only implement one kind of design pattern. But, if the pattern is an implementation you think is good for learning, and you know what pattern to look for within the source, I'm hoping you can tell me about it. For example, the System.Linq.Expressions namespace has a good example of the Visitor Pattern. The client calls Expression.Accept(new ExpressionVisitor()), which calls ExpressionVisitor (VisitExtension), which calls back to Expression (VisitChildren), which then calls Expression (Accept) again - wooah, kinda convoluted. The point to note here is that VisitChildren is a virtual method. Both Expression and those classes derived from Expression can implement the VisitChildren method any way they want. This means that one type of Expression can run code that is completely different from another type of derived Expression, even though the ExpressionVisitor class is the same in the Accept method. (As a side note Expression.Accept is also virtual). In the end, the code provides a real world example that you won't get in any book because it's kinda confusing. To summarize, If you know of any open source software that uses a design pattern implementation you were impressed by, please list it here. I'm sure it will help many others besides just me. public class VisitorPatternTest { public void Main() { Expression normalExpr = new Expression(); normalExpr.Accept(new ExpressionVisitor()); Expression binExpr = new BinaryExpression(); binExpr.Accept(new ExpressionVisitor()); } } public class Expression { protected internal virtual Expression Accept(ExpressionVisitor visitor) { return visitor.VisitExtension(this); } protected internal virtual Expression VisitChildren(ExpressionVisitor visitor) { if (!this.CanReduce) { throw Error.MustBeReducible(); } return visitor.Visit(this.ReduceAndCheck()); } public virtual Expression Visit(Expression node) { if (node != null) { return node.Accept(this); } return null; } public Expression ReduceAndCheck() { if (!this.CanReduce) { throw Error.MustBeReducible(); } Expression expression = this.Reduce(); if ((expression == null) || (expression == this)) { throw Error.MustReduceToDifferent(); } if (!TypeUtils.AreReferenceAssignable(this.Type, expression.Type)) { throw Error.ReducedNotCompatible(); } return expression; } } public class BinaryExpression : Expression { protected internal override Expression Accept(ExpressionVisitor visitor) { return visitor.VisitBinary(this); } protected internal override Expression VisitChildren(ExpressionVisitor visitor) { return CreateDummyExpression(); } protected internal Expression CreateDummyExpression() { Expression dummy = new Expression(); return dummy; } } public class ExpressionVisitor { public virtual Expression Visit(Expression node) { if (node != null) { return node.Accept(this); } return null; } protected internal virtual Expression VisitExtension(Expression node) { return node.VisitChildren(this); } protected internal virtual Expression VisitBinary(BinaryExpression node) { return ValidateBinary(node, node.Update(this.Visit(node.Left), this.VisitAndConvert<LambdaExpression>(node.Conversion, "VisitBinary"), this.Visit(node.Right))); } }

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  • Finding it Hard to Deliver Right Customer Experience: Think BPM!

    - by Ajay Khanna
    Our relationship with our customers is not a just a single interaction and we should not treat it like one. A customer’s relationship with a vendor is like a journey which starts way before customer makes a purchase and lasts long after that. The journey may start with customer researching a product that may lead to the eventual purchase and may continue with support or service needs for the product. A typical customer journey can be represented as shown below: As you may notice, customers tend to use multiple channels to interact with a company throughout their journey.  They also expect that they should get consistent experience, no matter what interaction channel they may choose. Customers do not like to repeat the information they have already provided and expect companies to remember their preferences, and offer them relevant products and services. If the company fails to meet this expectation, customers not only will abandon the purchase and go to the competitor but may also influence others’ purchase decision. Gone are the days when word of mouth was the only medium, and the customer could influence “Six” others. This is the age of social media and customer’s good or bad experience, especially bad get highly amplified and may influence hundreds of others. Challenges that face B2C companies today include: Delivering consistent experience: The reason that delivering consistent experience is challenging is due to fragmented data, disjointed systems and siloed multichannel interactions. Customers tend to get different service quality if they use web vs. phone vs. store. They get different responses from different service agents or get inconsistent answers if they call sales vs. service group in the company. Such inconsistent experiences result in lower customer satisfaction or NPS (net promoter score) numbers. Increasing Revenue: To stay competitive companies frequently introduce new products and services. Delay in launching such offerings has a significant impact on revenue realization. In addition to new product revenue, there are multiple opportunities to up-sell and cross-sell that impact bottom line. If companies are not able to identify such opportunities, bring a product to market quickly, or not offer the right product to the right customer at the right time, significant loss of revenue may occur. Ensuring Compliance: Companies must be compliant to ever changing regulations, these could be about Know Your Customer (KYC), Export/Import regulations, or taxation policies. In addition to government agencies, companies also need to comply with the SLA that they have committed to their customers. Lapse in meeting any of these requirements may lead to serious fines, penalties and loss in business. Companies have to make sure that they are in compliance will all such regulations and SLA commitments, at any given time. With the advent of social networks and mobile technology, companies not only need to focus on process efficiency but also on customer engagement. Improving engagement means delivering the customer experience as the customer is expecting and interacting with the customer at right time using right channel. Customers expect to be able to contact you via any channel of their choice (web, email, chat, mobile, social media), purchase via any viable channel (web, phone, store, mobile). Customers expect companies to understand their particular needs and remember their preferences on repeated visits. To deliver such an integrated, consistent, and contextual experience, power of BPM in must. Your company may be organized in departments like Marketing, Sales, Service. You may hold prospect data in SFA, order information in ERP, customer issues in CRM. However, the experience delivered to the customer must not be constrained by your system legacy. BPM helps in designing the right experience for the right customer and integrates all the underlining channels, systems, applications to make sure right information will be delivered to the right knowledge worker or to the customer every single time.     Orchestrating information across all systems (MDM, CRM, ERP), departments (commerce, merchandising, marketing service) and channels (Email, phone, web, social)  is the key, and that’s what BPM delivers. In addition to orchestrating systems and channels for consistency, BPM also provides an ability for analysis and decision management. By using data from historical transactions, social media and from other systems, users can determine the customer preferences, customer value, and churn propensity. This information, in the context, is then used while making a decision at a process step. Working with real-time decision management system can also suggest right up-sell or cross-sell offers, discounts or next-best-action steps for a particular customer. Timely action on customer issues or request is also a key tenet of a good customer experience. BPM’s complex event processing capabilities help companies to take proactive actions before issues get escalated. BPM system can be designed to listen to a certain event patters then deduce from those customer situations (credit card stolen, baggage lost, change of address) and do a triage before situation goes out of control. If such a situation arises you can send alerts to right people or immediately invoke corrective actions. Last but not least one of BPM’s key values is to drive continuous improvement. Learning about customers past experiences, interactions and social conversations, provide valuable insight. Such insight can be used to improve products, customer facing processes, and customer experience. You may take these insights as an input to design better more efficient and customer friendly sales, contact center or self-service processes. If customer experience is important for your business, make sure you have incorporated BPM as a part of your strategy to design, orchestrate and improve your customer facing processes.

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  • Webcor Builders Coordinates Construction Schedules and Mitigates Potential Delays More Efficiently with Integrated Project Management

    - by Sylvie MacKenzie, PMP
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman","serif";} With more than 40 years of commercial construction experience, Webcor Builders is a leading builder of distinguished, high-profile projects, including high-rise condominiums and hotels, laboratories, healthcare centers, and public works projects. Webcor is also known for its award-winning concrete, interior construction, historic restoration, and seismic renovation work. The company has completed more than 50 million square feet of projects to date. Considering the variety and complexity of the construction projects Webcor undertakes, an integrated project management solution is critical to ensuring optimal efficiency and completing client projects on time and on budget. The company previously used a number of scheduling systems for its various building projects. These packages provided different levels of schedule detail and required schedulers, engineers, and other employees to learn multiple systems. From an IT cost and complexity perspective, the company had to manage multiple scheduling systems and pay for multiple sets of licenses. The company looked to standardize on an enterprise project management system, and selected Oracle’s Primavera P6 Enterprise Project Portfolio Management. Webcor uses the solution’s advanced capabilities to schedule complex projects, analyze delays, model and propose multiple scenarios to demonstrate and mitigate delays and cost overruns, and process that information efficiently to deliver the scheduling precision that public and private projects require. In fact, the solution was instrumental in helping the company’s expansion into public sector projects during the recent economic downturn, and with Primavera P6 in place, it can deliver the precise schedule reporting required for large public projects. With Primavera P6 in place, the company could deliver the precise scheduling and milestone reporting capabilities required for large public projects. The solution is in managing the high-profile University of California – Berkeley Memorial Stadium project. Webcor was hired as construction manager and general contractor for the stadium renovation project, which is a fast-paced project located near the seismically active Hayward Fault Zone. Due to the University of California’s football schedule, meeting the Universities deadline for the coming season placed Webcor in a situation where risk awareness and early warnings of issues would be paramount. Webcor and the extended project team needed a solution that could instantly analyze alternate scenarios to mitigate potential delays; Primavera would deliver those answers.The team would also need to enable multiple stakeholders to use an internet-based platform to access the schedule from various locations, and model complicated sequencing requirements where swift decisions would be made to keep the project on track. The schedule is an integral part of Webcor’s construction management process for the stadium project. Rather than providing the client with the industry-standard monthly update, Webcor updates the critical path method (CPM) schedule on a weekly basis. The project team also reviews the schedule and updates weekly to confirm that progress and forecasted performance are accurate. Hired by the University for their ability to deliver in high risk environments The Webcor team was hit recently with a design supplement that could have added up to 70 days to the project. Using Oracle Primavera P6 the team sprung into action analyzing multiple “what if” scenarios to review mitigation means and methods.  Determined to make sure the Bears could take the field in the coming season the project team nearly eliminated the impact with their creative analysis in working the schedule. The total time from the issuance of the final design supplement to an agreed mitigation response was less than one week; leveraging the Oracle Primavera solution Webcor was able to deliver superior customer value With the ability to efficiently manage projects and schedules, Webcor can ensure it completes its projects on time and on budget, as well as inform clients about what changes to plans will mean in terms of delays and additional costs. Read the complete customer case study at :  http://www.oracle.com/us/corporate/customers/customersearch/webcor-builders-1-primavera-ss-1639886.html

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