Dell Data

Warehouse
Introduction &
Overview
 CONTENTS
• What is Dell DW?
• Different types of Transaction Systems.
• DDW environment.
• Different order data.
• Life cycle of interpretation and hierarchies
of data in Dell.
• Service Call logs and Service Incident
processes.
 What is a Data Warehouse ?
• A Data Warehouse is a database or a
group of databases
• The Purpose of the Data Warehouse is:
– To store global information
– To integrate information from multiple sources
– To isolate data access from affecting source
systems
– To assure standardization of calculations and
business rules
– To validate data and ensure accuracy
 Transaction Systems
The Data Warehouse loads files from the
following Global transaction systems.
– Order Systems
• DOMS (Dell Order Management System)
• SCALA
• GO! (http://inside.euro.dell.com/emea/it/go/ )
• SMARTS
– Non Order Systems (Service Systems)
• DPS (Dell Product Support)
• LUCENT
– Manufacturing Systems
• EMPACT
• GLOVIA
• WTCS
• Agile
 How does data get from the transaction
system to the warehouse?
Data is rolled up
Data loaded into and fed to the
Data Warehouse Data Marts
DOMS
GO!
Base Tables
SCALA
SMART Order
Data
EMPACT
(Finance)
GLOVIA
WTCS Base
Tables
Non
Order
DPS
CAPS
Data
(Service)

Users access Data Warehouse information from the Data Marts.

 Dell DDW Environment
Dell on Dell:
Horsepower to D3 Application
restate and Enterprise Data Warehouse
– empowers
Americas shorten data Dell 8450
anyone to ask
delivery time – Servers
Q’s and get
DOMS real time data Dell Servers Supporting
answers
WTCS (US) feasible 44-Node ; 20 Terabytes
Geotel / Lucent Single Management View
Dell Online (US)
DPS Global data
Clickstream (US) Enterprise Data model shortens
delivery times
Model large volumes
Data Collectors Integrated Global of detail
Views information
available
Detail and Summary
EMEA Dell Servers TABLES
SCALA
OMEGA Worldwide Orders Data
GO! Worldwide Service Data
CEDPS
US and Europe Call logs
Middleware
Meridian
Click Stream
AP/Japan Customer
Product
DOMS (AP/J)
Less time to get
JDPS
CHESS information Dell Data Warehouse Visibility on
SMART published how people are
using
information
 What’s in the Dell DW ?
The Dell Data Warehouse(DDW) is a global information management
system that stores data pulled directly from Dell's Regional Order
Management and Service Systems.

 Order Data is available for the US, Latin America, Canada, Europe,
Asia Pacific and Japan. It’s updated daily with the previous day’s
activity.

 The DW provides information for all order statuses and order types
to the item(sku) level.

 Order Status indicates the position of the order in the order lifecycle.

 Order Type indicates how revenue and cost associated with the
order will be treated for accounting purposes.
 Dell DW Data
Order Data includes:

• Invoice Data
– Customer data including shipping and billing
– All elements or Items(skus) that make up the order
– All costs relating to those elements or Items
– Margin analysis
• Sales Data
– Sales person who took the order
– Total cost of order
– How much Dell made from the sale
 Dell DDW Data
Order Data includes (contd):
• Marketing Data
– Customer name
– Classification of the customer
– Product

• Finance Data
– Global Profit and Loss metrics
– Service and Warranty Costs
– Revenue
 Data Interpretation – Lifecycle of an Order
Every order at Dell goes through the following stages shown below:

• Order Status tells where the order is within the production lifecycle
• Every Order has a Lifecycle Category (Demand, Backlog, and Shipped)

Order In Prod Ship

Manifest Invoiced Paid
Hold HL Complete
Quote
or Pend.
MN IN PD
Prod. PP IP SC

COGS Revenue
Recognition Recognition

Gross Demand Gross Shipped

Backlog
 Data Interpretation - Hierarchies

As we mentioned previously, data is added to the

Transactional information to further enhance
business value. Here are some examples:
• Hierarchies:
– Order Status – production lifecycle
– Order Type – indicates how revenue & cost treated for
accounting purposes
– Business Unit – provides Regional and sub-regional rollup
– Global Channel – provides Global channel roll-up
– Regional Channel – provides channel hierarchy per
Region
– Product – includes Group to chassis roll-up
 Relevant Time Periods

 Using the Order data requires an understanding of Order date, Inv date,
and Current Status date. The fiscal time period which these fall into
requires an understanding of Dell’s fiscal calendar.

• Order date: the date on which the transaction

was initiated (quote processed to order)
• Inv date: the date on which the invoicing job that
included the order was started
• Current Status Date: the date on which the last
time any fields related to the order where
changed.
 Data Interpretation – Fiscal Week
• An order & related fiscal week :
– An order is entered in DOMS and is assigned a fiscal
week based on the day it was entered

– When the order is invoiced (or cancelled), it is assigned a

different fiscal week based on invoice date
 Dell DDW Data

Service Data includes:

• Service Tags and Contracts
– All systems sold by Dell (from 1992)
– The associated service contracts (warranties)
• Customer Call Records
– Tech Support Calls, as logged by phone reps (from 1998)
– Customer Care Calls, as logged by phone reps (from 1998)
• Service Incidents (Hard Calls)
– All DPS incidents created in DPS (from 1992)
– Part Order data resulting from service incidents
– Part Return data resulting from service incidents
 Data Interpretation – Service Tag

Every System sold by Dell has a Service Tag

identifier. This unique ID is used for tracking
Warranty and Service contract information.

– The Service Tag Id (Svc Tag Id) is assigned to each Dell

system when it is manufactured
– The Svc Tag Id is the unique identifier for a system
– It is usually five or seven alphanumeric digits
– It is printed on a sticker on the back of the unit
– Svc Tag Id is used for tracking contracts and service
Data Interpretation – Service Contracts and Warranties
Every System sold at Dell is sold with some type of
Service Contract or Warranty.
• Initial Contract
– Purchased with the machine at the time of the order
– Sold with every machine
– Designated in contract header file with an “I”
• Extended Contract
– Available for purchase at time of order or later
– Designated in contract header file with an “E”
• Contracts can be:
– Parts Only – covers only replacement parts
– Parts and Labor – covers both parts and the cost of
sending a technician on-site to make repairs
 Data Interpretation – Service Call Log
There are two ways service calls are logged and tracked:
 DPS Call Log
• Logs and tracks customer calls
• Older system
• A single record per call with limited categorization
 DellServ system
• Web front end to DPS
• Allows call profiling i.e. component, cause, reason
• Can use case functionality to link multiple calls on
same issue
• Case/journal used for most calls
• In some cases reps can create “Quick Call”/Call
Log as above, used only for wrong number /
wrong queue calls
Data Interpretation – Service Incident Process
• Technicians attempt to diagnose and resolve
customer issues entirely over the phone. If they’re
successful, we call this a Soft Call.
• If this is not possible, a Service Incident is generated
and the Call now becomes a Hard Call.
• Each Service Incident is assigned a unique “Svc
Request Id (“DPS number)”
• Reasons for Service Incidents include:
– System must be Returned
– System or Part must be Exchanged
– Part and/or Service must be Dispatched to customer site
• Depending on the level of action needed, data will
appear for the parts ordered, parts returned, and the
service technician sent on-site
• Service Incident Process is also shown on the chart
on the next page.
 Data Interpretation – Service Incident Process
The following demonstrates the process flow related to a Customer
Service call.

Customer calls  tech and part dispatched  data flows in to the DDW

Tech enters
Customer Calls call in DPS Dispatch Dispatch
or DellServ Tech? Part?

Create
Create DPS/DOMS
DPS
Call Data Order Part
Incident

DDW
 Data Interpretation – Service Relevant Time Periods

Depending on what type of data you are interested in, you will need to
know the relevant time period to specify with the request.
Using Service data requires an understanding of the Original Order date,
Original invoice date, Svc Request Create date, Svc Request Status
date, Svc Request Approved date, and Svc Request Status End date.

• Original Order date: the date on which the transaction was

initiated (quote processed to order)
• Original Invoice date: the date on which the invoicing job that
included the order was started.
• Svc Request Create Date: the date on which the service request
was initiated.
• Svc Request Status Date: the date of last time the status of the
service request was changed.
• Svc Request Approved Date: the date on which the service
request was approved or dispatched, often the same as Svc
Request Create Date.
 References
• http://inside.us.dell.com/finance/fg/InformationSolutions/index.asp
• http://inside.euro.dell.com/emea/it/go/
• http://inside.us.dell.com/finance/fg/corpreporting/?URL=/finance/fg/corprep
• http://inside.us.dell.com/finance/fg/InformationSolutions/library/
• http://inside.us.dell.com/finance/fg/informationsolutions/
• Prepared by Viswasant Ruttala

• Questions/Suggestions contact
shibu_chacko@dell.com