Nigel Turner

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TOWARDS THE eMERALD CITY
Deploying Information Quality Tools in a
Federated Business
Nigel Turner John Hodges British
Telecommunications (BT) IM Programme
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The BT FEDERATION
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THE BT FEDERATION

• Governance
• Brand
• Parental advantage
• Trading relationships
• End to end processes
• Financials
• eBT
• Information Knowledge

Group
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LEGACY THINKING

• Process emphasis - but process reengineering
• alone will NOT deliver eBT
• Process and organisational
• thinking has encouraged a plethora of
• stovepipe systems - Delivery Channels
• emphasised at expense of content
• The Information in Information Systems
• and Information Technology has been
• largely neglected to date.

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THE INFORMATION QUALITYIMPERATIVE FOR eBUSINESS
It is likely that data quality is the most
important problem large organisations face
today. Information is truly the glue that holds
the online organisation together Zero latency
organisations have to make the right
split-second decisions based on their available,
online data, and that is only possible if the
data is correct.
KEN ORR - CUTTER CONSORTIUM MARCH 2000
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TOWARDS A HIGH INFORMATIONQUALITY BUSINESS - KEY
DRIVERS
THE HIGH IQ BUSINESS
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INFORMATION QUALITYTHE BEDROCK OF
INFORMEDACTION
eCRM
Data Mining
Knowledge Management
OLAP
Business Intelligence
Data Visualisation
Information Quality
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DATA CLEANSE IN BT

• Best of breed commercial tools more likely to
• sustain information quality integrity because
• home grown solutions are
• Expensive
• Slow to develop implement
• Often rely on excessive manual effort
• Tend to be one off exercises, where gains are
• not maintained
• information quality is a process, not a snapshot
• Often a reaction to problems, so a back end
  focus
• predominates
• Solutions not portable
• Learning not shared

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IQ TOOLS PROJECT OBJECTIVE
To identify, evaluate, test, and
implement proven, industry best information
quality management tools methods to drive up
information quality in BT to
ENABLE eBT TRANSFORMATION
ENHANCE REVENUE OPPORTUNITIES
REDUCE COSTS OF FAILURE
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IQ TOOLS - EVALUATION CRITERIA

• Ability to identify information quality issues
• Provide information quality metrics
• Automate support quality improvement
  activities
• Add value to existing information
• (e.g. postcode input validation, grid
  references)
• Reconciliation checks on information flows

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PORTFOLIO INFORMATION QUALITY TOOLS
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IQ TOOLSCHRONOLOGY
Dec 98 IQ Tools Identification Evaluation
starts June 99 IQ tool set determined June 99
Migration Architect Group MIS Common Data
Store BT Retail Customer Service BT
Wholesale July 99 Autonomous Controls
Reconciliation BT Retail Markets Group
Finance BT Wholesale BT Cellnet Dec 99
Trillium BT Retail Markets
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IQ TOOLS CENTREACTIVITIES 2000/01
April 2000 Trillium operational in BT Retail
Markets April 2000 BT Wholesale Unitech trials
start July 2000 BT Retail Address project
initiated Nov. 2000 First IQ Tools user
group Dec. 2000 Framework methodology
drafted March 2001 Further deployment of
tools
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INFORMATION QUALITY TOOLS - APPLICATIONS

• Measure current IQ establish baselines
• Define definitive / best information sources
• Highlight information pollutants
• Clean information automatically - both in situ
• and in data migration
• Enrich existing data, e.g. PAF, Third Party data
• Audit and track improvements
• Maintain integrity across data sources
• Extract business rules from information

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The THREE STEPS TO THE eCITY THE IQ PATH
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IQ TOOLS CENTREBENEFITS OF APPROACH

• Creates a centre of excellence / expertise
• Promote deployment across the enterprise
• Encourage standardisation common portfolio
• Deal with vendor companies centrally
• Leverage economies of scale
• Serve as doorway to potential vendors
• Can fund support seedcorn and trial work
• Provide a try before you buy service
• Initiate and foster internal external
  networking
• Accelerate evaluation deployment

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IQ TOOLS BOTTOM LINE
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IQ THE TECHNOLOGY TRAP
There are three roads to ruin women, who are
the most pleasant gambling, which is the
fastest and technology, which is the surest.
Georges Pompidou President of France (1969 - 1974)
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WORLD CLASS IQ
INFORMATION CAPABILITY
Info. Tech.
Info. Beh. Values
Info. Man.

• Operations
• Process
• Innovation
• Management

• Sensing
• Collecting
• Organising
• Processing
• Maintaining

• Integrity
• Formality
• Control
• Sharing
• Transparency
• Proactiveness

Source Sloan Management Review (Summer 2000)
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LESSONS LEARNT

• Need small, but dedicated full time resource
• This requires a small central budget,
• also used to seed corn and run trials
• Requires business leadership, with strong
• technical support IQ is a business problem
• To succeed, must lay a great emphasis on
• raising awareness and communicating success
• To inculcate across the business, must find
• senior management champions, but start at
• the middle.

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TOWARDS THE eMERALD CITY?
Guard State Your Business Dorothy We want to
see the Wizard Guard The Wizard? Nobody
sees the Wizard. Even I have never seen
him Dorothy Well then, how do you know there
is one?