This presentation explores the value proposition for Information Quality and what IQ professionals can do to build a compelling case for action in their organisations to tackle the Information Quality challenges in good times and in bad.
43. People have generally no idea of the potential value in fixing the problemTrust and Caring…
44. Communicate Socialize Decisions Analyze Feedback Knowledge Enhanced Compliance Increased Effort Contextualize Feedback Information Feedback Data Increased Value Connecting Good Data to Good Decisions
45. The objective is to merge the interests of senior leaders and quality leaders into a single, cohesive agenda that moves the organization forward
46. When we reflect on our objectives and our alignment, we need to be sure we are seeing the full picture…
52. A Value Delivery System Value Proposition How resulting experiences will be provided How resulting experiences will be communicated Reduced costs of compliance All information required readily available with clear lineage and auditability Improved time/ability to respond to regulatory requests or investigation ??? ‘Early warning’ of issues likely to attract regulator ??? Quality built in, less risk of error and more timely awareness of problems Compliant at lower cost ??? Joined up organisation thinking, right hand knowing what left hand is doing View of customer record consistent across organisation Not winding up in court for harassment of customers ??? ???
60. In real life, unlike in Shakespeare, the sweetness of the rose depends upon the name it bears. Things are not only what they are. They are, in very important respects, what they seem to be. Hubert H. Humphrey
61. Compliance Problems getting you down? Buy a data profiling tool and all your troubles will be over. Trust me....
74. An understanding of the Value Proposition builds credibility.Communication is key…
75. A quick case study What is the value proposition for this company?
76. Ferguson v British Gas [2009] EWCA Civ46 British Gas continued to bill a customer (Ferguson) after they had switched to another provider. Passed details to collections agency, were commencing legal action etc. Customer had no outstanding debt and was no longer a BG customer Court of Appeal held that: Companies can be liable for harassment in cases like this The absence of a “controlling mind” is not a defence. “The Computer made us do it” will not wash. Apart from liability under the Protection from Harassment Act, it was also highlighted that people in this situation could take a complaint to Trading Standards as well. Poor information quality can get you sued.
77. Value Proposition Value Proposition How resulting experiences will be provided How resulting experiences will be communicated Reduced costs of compliance View of customer record consistent across organisation Ensure notifications about inaccuracy in customer data are investigated and corrected quickly Run Consistency checks on customer data on a regular basis Ensure training and organisation culture support quick response to inconsistencies or inaccuracies in customer data. Not winding up in court for harassment of customers Publish a consistency report for management Track accuracy reports and actions at management meetings Be able to compete on higher standard of customer care. Publish case studies on how well we are doing. Present at Conferences ???
When we reflect on our objectives and our alignment, we need to be sure we are seeing the full picture…
The value proposition of the ‘photographers studio’ has evolved over time. From a studio you went to, they forked off into Wedding photographersCamera shopsCamera shops evolved a value proposition based on knowledge and service, and developed a value delivery system that enabled them to defend against 1hour photo development, instamatic cameras, digital cameras etc. The key thing was to truly understand the key resulting experience that their customers wanted and give that to them, and communicate that that is what was being given.See Lanning’s book for more details (although it is a few years old at this stage, the case studies on photography stores are well worth a look).
The value proposition of the ‘photographers studio’ has evolved over time. From a studio you went to, they forked off into Wedding photographersCamera shopsCamera shops evolved a value proposition based on knowledge and service, and developed a value delivery system that enabled them to defend against 1hour photo development, instamatic cameras, digital cameras etc. The key thing was to truly understand the key resulting experience that their customers wanted and give that to them, and communicate that that is what was being given.See Lanning’s book for more details (although it is a few years old at this stage, the case studies on photography stores are well worth a look).