Panel Discussion: IT and BI cases and careers, successes and lessons learned Sarah Griffin, Retired...

Panel Discussion:IT and BI cases and careers, successes and lessons learned

• Sarah Griffin, Retired McDonald's Director of System Development• Chris Millington, Retired McDonald’s CTO• Rohan Phillips- Retired McDonald's Senior Director/Chief

Technology Architect• Terry Tapley, Retired McDonald's VP/ CISO

November 4, 2013

Agenda

• Topic 1: Intro, Short Bios

• Topic 2: Two or 3 things most responsible for your success

• Topic 3: Two or 3 things most desired by businesses from their hires

• Topic 4: Your best example of matching a technology solution to a business problem.

• Topic 5: Your favorite example of using BI for competitive advantage.

• Topic 6: Your recommended action for a 20 year old to take in his/her life, right now, to enhance both life and career.

Topic 1: Intro, Short Bios

Sarah Griffin– ELC Coach and Instructor, NIU– Retired Director of IT at McDonald’s

corporation (11 years)• Developed Global business applications• Created a Project Management Office• Directed the Enterprise Architecture/Infrastructure

team • Created the multi-year IT strategic plan• Developed a data warehouse and business

intelligence tool to access the data


Chris Millington– Principal, Top Down Leadership Consulting, LLC.

“Leading from Every Seat”.– Retired Chief Technology Officer (CTO) at

McDonald’s corporation (12 years)– Former Vice President/Chief Technology Officer at

Kemper Insurance (2 years)– Former Vice President/CIO at Amex Life Assurance

(3 years)– Former Vice President Migration Planning at

American Express (9 years)


Rohan Phillips, Ph.D.– Retired Chief Technology Architect for

Information Technology at McDonald’s Corporation (17 years)

– Former Partner at Optimum Solutions, Inc. (10 years)• Executed large-scale systems integration projects

at Fortune 500 companies


Terry Tapley– Retired Vice President and Chief Information

Security Officer at McDonald’s corporation (6 years)

– Former Director of Information Security and Disaster Recovery at McDonald’s corporation (9 years)

– Former Vice President of Information Access Management at Bank of America – Illinois (8 years)

Topic 2: Two or 3 things most responsible for your success

1.Constant learning2.Strategic thinking3.Taking risks


1. Owning my career (no entitlement)

2. Listening (Active and passive)3. Humility4. Risk Taking (Never afraid to

fail).


1.Attentive listening skills2.Adaptability 3.Business and

technology acumen


1. Education and continuous learning

2. Persistence, learning from my mistakes. It’s not about your failures but how you recover from them.

3. Support system: family, friends and business relationships


1.Constant learning2.Strategic thinking3.Taking risks

Rohan


1. Owning my career (no entitlement)

2. Listening (Active and passive)3. Humility4. Risk Taking (Never afraid to

fail). Chris


1.Attentive listening skills2.Adaptability 3.Business and

technology acumen

Terry


1. Education and continuous learning

2. Persistence, learning from my mistakes. It’s not about your failures but how you recover from them.

3. Support system: family, friends and business relationships Sarah

Topic 3: 2 or 3 things most desired by businesses from their hires


1. Passion and engagement, you can be trained to do anything

2. Resourceful, ability to solve problems innovatively

3. Collaborative working and communicating with others

Sarah


1. Communication Skills (Verbal, Listening and Concise confident responses)

2. Willingness to start at the bottom (NO ENTITLEMENT)

3. Have Goals4. Display Energy and Passion for

you goals Chris


1. Adaptability – the capability to adapt education and experience to the business environment and objectives of the company so that one can make relevant contributions.

2. Passion for work, good work ethics and the desire and willingness to do whatever it takes to get the job done.

3. Soft skills – people interaction skills, good verbal and written communication skills, ability to collaborate and function effectively in team environments.

Rohan


1. Communication skills (listening, presentation and presence)

2. Ability to see the business problem, as well as the technology problem/solution

3. Risk taking (ability to operate out of one’s comfort zone)

Terry

Topic 4: Your best example of matching a technology solution to a business problem

Sarah’s Business Problem: Problems with the microphone at the drive thru order taker make it hard to hear and often orders are not correctly entered into the POS.


Sarah’s Solution: By being able to have your order ready to be scanned from a mobile device, there should be less issues in getting the order submitted correctly. Result: Similar to kiosk, people are ordering more and orders were more accurate, so far (This is new and being tested in the US and Australia. ).


Rohan’s Business Problem: Long lead times (multiple years) required for business application development at McDonald’s because of the difficulty of sourcing business data for the application to use. Further, every business application development project would attempt to source its own data and the efforts would be duplicated with no synergy or leverage between projects.


–Rohan’s Solution: McDonald’s implemented a solution known as “Master Data Management” where all key business data is collected and stored centrally for use by multiple application development teams – each development effort accesses the required business data from a central repository. Lead time for business application development has been reduced from years to months with associated cost reductions and making the applications available to the business in a timely manner.


Chris & Terry’s Business Problem: Cashless payment. Expand the business by allowing credit cards as a new payment option to customers in a secure manner. The Payment Card Industry Standard (PCI) requires that a company have security in place to protect customer credit card information to prevent fraud and harm to the customer. Since MCD did not use credit cards and was a previously a cash business, this was not a previously a problem for the company. Credit Cards now would bring more risk in our business model, requiring us to provide a means to protect our customer’s credit card data both stored and transmitted.


Chris & Terry’s Solution: Our previous Point of Sale systems were basically all-inclusive and performed all functions necessary to run the restaurant. We needed to ensure that the payment system was secure and that any future maintenance would not compromise our secure solution.

Since a new Point of Sale was being developed and it would be difficult to sell PCI compliance by itself, we teamed with the Point of Sale team to include the security enhancements in the new solution.- Architected a solution for a segmented network that isolated payment information from restaurant management functions.- Storage of credit card information was prohibited by policy, except that which was allowed under PCI for the very time period for transaction authorization.- Solution was presented to senior management and they concurred.

Result: McDonald’s Payment Card Solution was certified as PCI compliant in 2010 and is being implemented globally along with the new POS solution.

Topic 5: Your favorite example of using BI for competitive advantage


Sarah’s Business Decision: Should McD’s offer a McRib sandwich?


How BI helped Sarah’s Business Decision: Through analyzing the buying patterns of the customer, McDonald’s was able to see how the McRib would be highly purchased for a few weeks and there were “trade-offs” – in other words, maybe a big mac was not being purchased anymore. After a few weeks the McRib sales would drop. Having McRib on the menu all the time was difficult – there would be few orders and hard to keep on hand and fresh. Result: Was to offer McRib for just a promotion period. Take advantage of the peak and then remove from the menu.


Chris’ Business Decision: Who should American Express offer credit cards to?


How BI helped Chris’ Business Decision: We found the optimal balance of New Accounts growth (by changing credit scoring criteria to accept more applicants -top line revenue) and Credit losses (negative direct bottom line losses). American express had the lowest credit losses in the industry at the time as a result of this ability to tie these tow disparate numbers together as a result of a BI application implementation.


Rohan’s Business Decision: What should McD’s have as current menu items, plan for new menu items and plan for future raw food commodity purchases (commodity hedging)?


How BI helped Rohan’s Business Decision: McDonald’s requires the capability to understand their customers’ buying patterns in the restaurants around the globe – for example: what menu items are most frequently purchased, what mix of menu items are usually ordered together, what times of the day are certain menu items most likely to be purchased, etc.

McDonald’s has developed an application called “Sales and Product Mix Analysis” that answers the above questions. It is an application that is hosted in the McDonald’s Enterprise Business Intelligence Data Warehouse. The application analyzes the sales and associated menu item data in several countries where McDonald’s has a large population of restaurants.


Terry’s Business Decision: Can McD’s store customer data from credit cards to be used for marketing, loyalty programs, etc., while remaining PCI compliant?


How BI helped Terry’s Business Decision: Senior McD’s management wanted validation of the risk and wanted supporting data on what other companies were doing. Since this is sensitive information and no company would want to publicly admit to not being PCI compliant and having to deal with those implications, studies of this nature aren’t out there for anyone to use. So it couldn’t be captured and analyzed by any automated means.

Info captured:As we were members of various research boards and security councils, we polled about ten companies that were retailers and posed a number of questions: - Are you PCI- compliant?- Does your business process require you to maintain Credit Card data?- Is the data stored centrally or distributed?- Are you big box retailer?- Are you franchised?- Are all your facilities company owned?- Is your point of sale proprietary?- Do you have data cleanup issues?

Result:After analyzing the data, it was determined that we were in a unique situation, since our business model did not require data retention. Our issue was that we needed to accommodate PCI standards in our architected solution.

Topic 6: Your recommended action for a 20 year old to take in his/her life, right now, to enhance both life and career.

Sarah

• Look at how to craft a resume, interview, target companies you want to work for, create an approach to getting to them.

• Take advantage of the tons of school resources, books, internship opportunities, Experiential Learning Center projects. Take a sales course – you are now the “product”. Books I recommend: “The Peak Interview by Bill Burnett and “Leadership Presence” by Halpern and Lubar.

• Just like put the oxygen mask on you first in an flight emergency, take care of yourself – exercise, eat right and manage the stress of a work life balance. You will be of no use to anyone if you are not well.

• Once you get a job, take a portion of each paycheck and save it, you will be amazed how fast it will grow. Learn about managing your personal finances. Take full advantage of company 401k and other benefit programs.


Chris

• Get yourself on an ELC project and get real world experience working with real companies to solve real business challenges. Sign up for internships to secure further practical knowledge.

• Enhance you written and verbal communication skills. Know your styles of listening and communicating.

• Develop your expectations/Goals for where you want to be and how you’re going to get there.

• Don’t be afraid to fail. Many great learning’s have

come from perceived failures.


Rohan

• Pursue an industry internship in your Junior and Senior years to get some real world experience and enhance your resume.

• Focus on enhancing your “soft skills” – examples: communication (written and verbal), collaborating with peers in team environments (through team projects) and interviewing for jobs.

• Broaden your education through either a strong minor outside of your major, or through courses that will give you a better understanding of business and the real world. This gives you a Plan A and Plan B. The capability to adapt and function in a variety of roles will increase your scope of opportunity as you pursue employment.

• Live within your means, do not overextend yourself financially, start to build up your credit rating.


Terry

• Take advantage of any opportunity to get real business experience either as an intern or participating in a program like the ELC.

• Network with business professionals that you may know or who are friends of your family to discuss with them life in the business and technology world to get a perspective. See if they wouldn’t mind mentoring you.

Panel Discussion: IT and BI cases and careers, successes and lessons learned Sarah Griffin, Retired...

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