Why Information Quality Matters Presentation to students in Whitehall CFE, April 2008

Outline Why does Information Quality matter? Why do we have problems with the quality of information? Future career and study opportunities in Information Quality Management…

Why does Information Quality matter?

Why do we have problems with the quality of information?

Future career and study opportunities in Information Quality Management…

Why did I get into Information Quality? My Story… Daragh (valid spellings at last count) Darragh Dara Darra Daire Darach Darrach Dáire Daira Daireach Gender? Male or Female SPELLING DOES NOT give a clue. There is no business rule. Confusion Often miskeyed as TARA (definitely female) Often confused with Darren (male) or Daryl (male or female) Also confused with Daria (female) Also confused with Dora (female) O Brien NOT O’Brien (anglicised version of gaelic name) Also use O Briain (the correct Irish language spelling) Will accept O’Brien (grudingly)

Daragh (valid spellings at last count)

Darragh

Dara

Darra

Daire

Darach

Darrach

Dáire

Daira

Daireach

Gender?

Male or Female

SPELLING DOES NOT give a clue. There is no business rule.

Confusion

Often miskeyed as TARA (definitely female)

Often confused with Darren (male) or Daryl (male or female)

Also confused with Daria (female)

Also confused with Dora (female)

O Brien

NOT O’Brien (anglicised version of gaelic name)

Also use O Briain (the correct Irish language spelling)

Will accept O’Brien (grudingly)

What is Quality Information? Quality Information is Facts about things In a given context (e.g. price tag on goods) That meets or exceeds expectations of customers and people using that information.

Quality Information is

Facts about things

In a given context (e.g. price tag on goods)

That meets or exceeds expectations of customers and people using that information.

Quality Information & Quality Processes Good quality information comes about through Good quality processes That are well managed and controlled By people who understand the how, what, when and why of the process Quality should be designed in rather than inspecting ‘non-quality’ out… The earlier in a process that errors are prevented or fixed, the cheaper it is.

Good quality information comes about through

Good quality processes

That are well managed and controlled

By people who understand the how, what, when and why of the process

Quality should be designed in rather than inspecting ‘non-quality’ out…

The earlier in a process that errors are prevented or fixed, the cheaper it is.

An Example Went to Aldi at weekend. Bought some office equipment Goods were marked down in price in the shop. Went to pay. Original price came up on system Manager had to be called (10 minutes) Manager had to over-ride sale (5 minutes) New price hadn’t been put on system.

Went to Aldi at weekend.

Bought some office equipment

Goods were marked down in price in the shop.

Went to pay.

Original price came up on system

Manager had to be called (10 minutes)

Manager had to over-ride sale (5 minutes)

New price hadn’t been put on system.

A process view… Decide new price Need to clear stock Write prices on goods Update stock system Tell staff new price Confirm goods re-priced Goods re-priced at till Check price is within budget Need for tool identified Pick up item and bring to checkout Price OK Pay for goods Ready to pay Leave with goods Problem Impact: Wrong Price at till ALL Customers in line delayed 15 minutes Embarrassment for checkout operator Impact on people’s schedule for day Impact on store performance targets (# CUSTOMERS PER HOUR) Impact on manager’s bonus (targets not met) Manager pushes staff harder Impact on morale.

Impact:

Wrong Price at till

ALL Customers in line delayed 15 minutes

Embarrassment for checkout operator

Impact on people’s schedule for day

Impact on store performance targets

(# CUSTOMERS PER HOUR)

Impact on manager’s bonus (targets not met)

Manager pushes staff harder

Impact on morale.

A process view… Decide new price Need to clear stock Write prices on goods Update stock system Tell staff new price Confirm goods re-priced Goods re-priced at till Check price is within budget Need for tool identified Pick up item and bring to checkout Price OK Pay for goods Ready to pay Leave with goods Price correct at till Customers get pleasant surprise when goods are cheaper than they thought Everything moves smoothly.

Why is information quality important? Legal obligations Data Protection Regulatory compliance (Sarbanes Oxley etc) Customer service Profitability Not paying people twice to do the work Scrap & rework Managing costs

Legal obligations

Data Protection

Regulatory compliance (Sarbanes Oxley etc)

Customer service

Profitability

Not paying people twice to do the work

Scrap & rework

Managing costs

Example of Poor IQ and costs Clare County Council overpaid staff €518,000 due to poor quality information Eircom has refunded customers significant sums due to overcharging Eircom has also identified a lot of undercharging that can’t be recovered. Quality of Information in Healthcare is a concern as well.

Clare County Council overpaid staff €518,000 due to poor quality information

Eircom has refunded customers significant sums due to overcharging

Eircom has also identified a lot of undercharging that can’t be recovered.

Quality of Information in Healthcare is a concern as well.

Future of Information Quality The future is bright… Regulatory controls are increasing in many industries. All of these rely on information and most of them are ultimately checks and balances on the quality of information. People are more aware of the problems of poor quality information Increasingly recognised as a ‘Profession’ like Accountants or Lawyers UK’s Audit Commission has said that: Information Quality Management is a profession that is required by local councils and that people doing that job should be recognized as such and formal job descriptions and rewards should be developed

The future is bright…

Regulatory controls are increasing in many industries.

All of these rely on information and most of them are ultimately checks and balances on the quality of information.

People are more aware of the problems of poor quality information

Increasingly recognised as a ‘Profession’ like Accountants or Lawyers

UK’s Audit Commission has said that:

Information Quality Management is a profession that is required by local councils and that people doing that job should be recognized as such and formal job descriptions and rewards should be developed

What is needed for a brighter future? IQ-Aware people Need people in business at all levels who understand information quality and the relationship with processes Certification and accreditation of skills Whitehall CFE is the first organisation in the WORLD to offer a professional accreditation in Information Quality. IAIDQ is developing further certification options Education and Awareness Need to educate people and businesses on the costs and impacts of poor quality information (iqtrainwrecks.com) Need to educate people on the ‘best practices’ and skills to improve the quality of Information management.

IQ-Aware people

Need people in business at all levels who understand information quality and the relationship with processes

Certification and accreditation of skills

Whitehall CFE is the first organisation in the WORLD to offer a professional accreditation in Information Quality.

IAIDQ is developing further certification options

Education and Awareness

Need to educate people and businesses on the costs and impacts of poor quality information (iqtrainwrecks.com)

Need to educate people on the ‘best practices’ and skills to improve the quality of Information management.

Industries it applies to Any industry that uses information to Plan Operate Manage Control Design

Any industry that uses information to

Plan

Operate

Manage

Control

Design