Prioritising and deploying data quality improvement activity

Henderson, Iain; Murray, Don

doi:10.1057/palgrave.dbm.3240248

Cited by 8 publications

(5 citation statements)

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“…Bush and Hair (1985), as well as Stuart and Adam (2003), compare different ways to collect data. Henderson and Murray (2005) discuss practical steps to increase the availability of data, while Foss et al (2002) continue this work with discussion of how to increase the quality/completeness of data sets. Kara et al (1994), as well as Lix et al (1995), address the treatment of missing data.…”

Section: Introductionmentioning

confidence: 99%

Managing the Quality of Marketing Data: Cost/benefit Tradeoffs and Optimal Configuration

Even

Shankaranarayanan

Berger

2010

Journal of Interactive Marketing

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A large majority of work in database marketing deals with what to do with data when it is available. This paper focuses on an aspect of data that has not been visited frequently in the database/interactive marketing literature—managing the quality of data resources from a profit point of view. While costly to achieve and sustain, high data quality is essential for effective database marketing. The notion that “more is better” very often prevails in data quality management decisions, essentially with very little consideration, if any, of cost. This paper suggests that data quality management decisions should be driven by considerations of cost–benefit tradeoffs and profit maximization. It specifically addresses data quality decisions which are highly relevant in the database marketing area: the subset of data records managed, reflecting time-span coverage, and the targeted quality levels in this subset. Decisions of these types are routinely made based on satisfying technical and functional requirements. In this study, we propose a model that quantifies the benefits and the costs associated with these decisions, and permits optimizing them from a profit maximization standpoint. The paper describes the model development, discusses its implications for data quality management decisions, and highlights its potential contributions with illustrative examples.

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Section: Introductionmentioning

confidence: 99%

Managing the Quality of Marketing Data: Cost/benefit Tradeoffs and Optimal Configuration

Even

Shankaranarayanan

Berger

2010

Journal of Interactive Marketing

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“…Lastly, “accidental control” may help explain recent findings in academic and business reports of businesses facing difficulties in managing and harnessing data for purposes of effective and satisfactory service provision (Tapp and Hughes, 2004; Henderson and Murray, 2005). Data collected by companies are frequently inaccessible or are scattered across non-coordinated databases (Wong et al , 2005) and companies struggle to leverage and synthesise data (Spencer-Matthews and Lawley, 2006).…”

Section: Discussionmentioning

confidence: 99%

Theorising practices to deliberately or accidentally control customers

Kasabov

2016

EJM

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Purpose This paper aims to empirically explore and theorise the application of technology control over customers during call-centre interactions. The author seeks to ascertain distinct types of technology-mediated control, with potentially distinct ingredients and consequences for repatronage and service relations. Design/methodology/approach During three stages of empirical research across Western and non-Western, developed and developing country settings and across call-centre types, customers who have experienced control during call-centre exchanges, as well as providers (operatives, supervisors and managers) are interviewed as part of ethnographic research also reliant upon observation and company documentation. Findings Findings suggest that, first, the rapid adoption of technology has facilitated the application of control during provider-customer interactions, second, such control may be more widespread than suggested in the literature and, third, there are various types, processes and ingredients of technology-mediated control. The discussion contrasts deliberate from accidental control. Research limitations/implications Studies on call-centre interactions often assume that relationships between providers and customers follow customer-centric expectations in service marketing theory. Only a minority of theorists in service marketing contest these assumptions, arguing instead that service providers may be using techniques to control customers by dominating and regulating processes and outcomes of interactions with customers. This study advances extant literature by theorising control types, their ingredients and impact on service provision. Practical implications Businesses may benefit from knowing when, how and how much customers are willing to revoke control. Customers are shown to accept being controlled, with customers’ tolerance for control being larger than anticipated. Originality/value This is a rare attempt to analyse control over customers seen through the eyes of providers across levels of decision-making within organisational hierarchies. Whereas research tends to study control in generic terms, the author demonstrates the multifarious and complex nature of control. The author challenges conventional thinking in the discipline by providing empirical evidence of, and theorising, how and why customers permit themselves to be controlled in service relations.

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“…A number of strategies and methodologies from the data quality management literature (Even and Shankaranarayanan, 2007, p. 75; McGill et al , 2003; Satzinger and Olfman, 1998; Fang and Neufeld, 2006; Henderson and Murray, 2005) could be considered in an effort to improve FMIS data quality dimensions of completeness, validity, accuracy, currency, and context, as well as for data quality management approaches. This could involve the use of “wrapping” (the use of embedded code to make FMIS self‐verifying) and “the subsequent phased introduction of software to minimize failures” (Knaus et al , 2004).…”

Section: Conclusion and Recommendationmentioning

confidence: 99%

Effect of individual components on system's reliability

Chandler

Badar

2009

International Journal of Quality &Amp; Reliability Management

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PurposeThe purpose of this study is to examine the effect of individual components' reliability on a system's reliability. The system refers to the Financial Management Information System (FMIS), the US Federal Highway Administration's (FHWA) web‐based project approval and tracking software. Its components are 61 project information fields.Design/methodology/approachThe analysis would view each highway project‐funding request as an activity with cycle‐dependent performance for which success probability can be calculated as Reliability, R. The reliability analysis of the 61 FMIS fields results in a series system with Rsys the “estimated reliability” of finding “true” values in all 61 information fields during one highway‐related project funding authorization review.FindingsOf an estimated 200 projects approved, there was previously estimated a 50 percent to 80 percent unreliability rate, while the study found an unreliability rate of approximately 80 percent.Research limitations/implicationsOwing to the nature of federal government software, data can be very difficult to acquire in this working environment, but a simple calculation was relatively successful in confirming the “estimated reliability” of finding “true” values and showing how the reliability could dramatically decrease.Originality/valueThe paper contributes to the applicability of reliability analysis to project approval software, showing the progression from estimated data to bounding the estimate using reliability theory.

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Prioritising and deploying data quality improvement activity

Cited by 8 publications

References 0 publications

Managing the Quality of Marketing Data: Cost/benefit Tradeoffs and Optimal Configuration

Managing the Quality of Marketing Data: Cost/benefit Tradeoffs and Optimal Configuration

Theorising practices to deliberately or accidentally control customers

Effect of individual components on system's reliability

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