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Data Quality Best Practices Nbk Auto May 06 2010

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Data Quality Best Practices Nbk Auto May 06 2010

  1. 1. Data Quality Monitoring and Reporting in NBK Automobiles Updated: May 06, 2010
  2. 2. Agenda <ul><li>Introduction </li></ul><ul><li>What is Data Quality </li></ul><ul><li>Cost of Poor Data Quality </li></ul><ul><li>Data Quality in NBK: Looking in the Rear Mirror </li></ul><ul><li>Milestones </li></ul><ul><li>Diagnostic Stats </li></ul><ul><li>Data Quality monitoring and reports </li></ul><ul><li>CRM Culture: CRM Matters </li></ul>
  3. 3. Introduction <ul><li>Data is a Resource that is distinct from Computer Systems </li></ul><ul><li>GOAL = USEABLE DATA </li></ul><ul><li>Data Quality management is a “wholistic” approach that accounts for: </li></ul><ul><ul><li>Data providers and most importantly, Data consumers (Management) </li></ul></ul><ul><ul><li>Business processes mapped to data capturing processes </li></ul></ul><ul><ul><li>Alignment between business and technology </li></ul></ul><ul><ul><li>Continuous improvement (Plan, Do, Check, Act) cycle </li></ul></ul><ul><ul><li>Governance structures and Measurements </li></ul></ul><ul><ul><li>Importantly – PEOPLE ! </li></ul></ul>
  4. 4. What is Data Quality? Data quality is summarized as the accuracy of particular piece of data meeting the needs of the business. <ul><li>Data Quality is achieved when your data have the following attributes: </li></ul><ul><li>Clear meaning </li></ul><ul><li>Correct values </li></ul><ul><li>Understandable format </li></ul>
  5. 5. Cost of Poor Data Quality <ul><li>Overlooked sales opportunities </li></ul><ul><li>Reduced employee productivity </li></ul><ul><li>Customer dissatisfaction </li></ul><ul><li>Unproductive results from CRM </li></ul><ul><li>Poor decision making faculty </li></ul>
  6. 6. Data Quality in NBK: Looking in the Rear Mirror <ul><li>Autoline CRM was first introduced in 2008 </li></ul><ul><li>Bad Data Capturing and entry practices led to a toxic database </li></ul><ul><li>and useless data, </li></ul><ul><li>DMEL initiative in 2008 for a best CRM practice across the region </li></ul><ul><li>In 2009 CRM became a higher priority for NBK Automobiles, under the direction and executive sponsorship of the COO, Mr Paul James Maryan </li></ul>
  7. 7. Milestones <ul><li>Data Cleansing Project – Phase 1 Complete – Feb 2010 </li></ul><ul><li>Data Quality Process and Reporting – Jan 2010 </li></ul><ul><li>CRM Matters monthly newsletter: Feb 2010 </li></ul>
  8. 8. Data Cleansing Project – Phase 1                     Duplicate customers that need manual verification. 180           NBK Actions 14869 Ending total:                     13442 Total archived:                     2000   200 archived Archived 2000 customer records after vehicle cleanse   6090   6090 archived Archived 6090 records unattached customers that had never visited   300   300 archived Manually deleted 300 duplicate records and corrected links   3052   3052 archived Archived records containing specific strings deemed as incorrect or where target was a duplicate of a unused sales ledger account   2000   2000 archived Archived records found with no name, address, phone, social ID or phone numbers   28311 Starting Total: Quantity Action   Customers
  9. 9. Data Cleansing Project – Phase 1
  10. 10. Diagnostics <ul><li>Cross section data that contains complete set </li></ul><ul><li> (ID No., Email, Gender and Source of Business) </li></ul><ul><li>Substantial increase of 331% comparing 2009 and 2010 </li></ul><ul><li>Information until May 06, 2010 </li></ul>
  11. 11. Diagnostics – Emails Captured <ul><li>Emails Captured </li></ul><ul><li>Substantial increase of 262% comparing 2009 and 2010 </li></ul><ul><li>Information until May 06, 2010 </li></ul>
  12. 12. Data Quality Monitoring Reports <ul><li>Monitory mechanism was put in place starting January 2010 to maintain a baseline for data quality of records entered into Autoline / CRM </li></ul><ul><li>Scores are based on main data fields captured by users on monthly basis </li></ul><ul><li>Data Quality Report Example ( March 2010 ) </li></ul><ul><li>KPI / Benchmark scores are 70% per department and 80% per user </li></ul><ul><li>Analysis in Depth: March 2010 Numbers which is based on the following factors: </li></ul><ul><ul><li>Accuracy (correct data) ‏ </li></ul></ul><ul><ul><li>Comprehensive (relevant for taking decision) ‏ </li></ul></ul><ul><ul><li>Valid (confirms to recognized format) ‏ </li></ul></ul><ul><ul><li>Timely (up to date) ‏ </li></ul></ul><ul><ul><li>Maintained (free from variation or contradiction) </li></ul></ul>
  13. 13. CRM Matters <ul><li>CRM Matters is a monthly newsletter introduced to promote the CRM culture in NBK Automobiles </li></ul><ul><li>It includes the updates on the CRM Project, CRM Literature and Data Quality Scores </li></ul><ul><li>CRM Matters – February 2010 </li></ul>
  14. 14. The Results: Overall Data Quality Journey The beginning: January 2010 February 2010 March 2010 April 2010
  15. 15. Conclusion <ul><li>Data Quality and Maintenance is a dependant variable that counts on many factors </li></ul><ul><li>The most important factor is PEOPLE, it is a team work effort and task. </li></ul><ul><li>Second factor is Culture and Data Quality Mindset that is guaranteed by 3 things: Communication, Communication and more Communication </li></ul><ul><li>Other factors include vigilant monitoring, continuous feedback, reward and motivation, training and couching, and data capturing processes and rules. </li></ul><ul><li>The bottom-line is it is achievable!!! </li></ul>
  • AnaRibeiro98

    Jan. 6, 2015

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