1. ENABLING DATA MIGRATION AND IMPROVED CUSTOMER EXPERIENCE THROUGH DATA QUALITY ENHANCEMENT Nonna Milmeister Group Manager, Enterprise Data Quality (EDQ) Telstra March 2011 `
13. ` LEGACY SYSTEMS 11M+ customers 1,600+ source data items THE DATA QUALITY JOURNEY Enabling data migration & improved customer experience through Data Quality enhancement 1. Data Quality Enhancement & Consolidation 2. IQ Architecture & Optimisation 3. Data Governance & Prevention STRATEGIC SYSTEMS CRM Billing Single CRM and Billing system for all product types
14. ` LEGACY SYSTEMS 11M+ customers 1,600+ source data items THE DATA QUALITY JOURNEY Enabling data migration & improved customer experience through Data Quality enhancement 1. Data Quality Enhancement & Consolidation STRATEGIC SYSTEMS CRM Billing Single CRM and Billing system for all product types The Challenge Develop a single customer identity from data spread across multiple systems for same customer for different products (fixed, mobile, etc).
17. ` LEGACY SYSTEMS 11M+ customers 1,600+ source data items THE DATA QUALITY JOURNEY Enabling data migration & improved customer experience through Data Quality enhancement 2. IQ Architecture & Optimisation STRATEGIC SYSTEMS CRM Billing Single CRM and Billing system for all product types The Challenge Transform data held in multiple systems, with different data structures & formats into quality migration ready data to be moved to strategic CRM and Billing systems.
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19. ` LEGACY SYSTEMS 11M+ customers 1,600+ source data items THE DATA QUALITY JOURNEY Enabling data migration & improved customer experience through Data Quality enhancement 3. Data Governance & Prevention STRATEGIC SYSTEMS CRM Billing Single CRM and Billing system for all product types Data Policies, Data Councils, Data Stewards, Metrics, Continuous Improvement, DQ Awareness & Training
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21. DATA GOVERNANCE CORPORATE MODEL ` Operational Data Stewards are Process and Information SMEs responsible for operational data management activities within their area and assisting Domain Data Stewards. Domain Data Stewards are Business SMEs who are responsible for data within defined data domains based on business needs. Data & Information Governance Forum - The Strategic Data Stewards are GMD delegates responsible for overseeing the management of information corporately. They represent the entire business, have authority to make corporate decisions across business units & processes, and form the Information Governance Board Executive Sponsors – essential champions providing support and endorsement. Informal Data Stewards: We ALL have an important role to play in maintaining and improving the quality of Telstra’s information assets.
26. Please vote for Telstra. You are voting for people who put their hearts and minds into being the customer champions !
Editor's Notes
Dedicated Direct Mail Campaign to customers - 114K customers direct mailed. - Return rate of >57% is an amazing response (5% considered successful). - Manual Cleanse team review of return forms has resulted in cleanse of 10.5K customer records. Leveraging already planned Direct Mail Campaign returns to cleanse 14K customer records where Date of Birth was invalid or Given Name was initial only, and also to update 40K Date of Birth with accurate date of birth provided by the customer.
Data Stewards are nominated for 6 out of 12 data domains across 16 Business Areas
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