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Conference Proceedings (2009), Proceedings of the 14th International Conference on Information Quality, Hasso Plattner Institute

Multidimensional Management and Analysis of Quality Measures for CRM Applications in an Electricity Company

COMYN-WATTIAU Isabelle , PERALTA V., GOASDOUE-THION V., KEDAD Z., BERTI-EQUILLE Z., NUGIER S.

This paper presents an approach integrating data quality into the business intelligence chain in the context of customer-relationship management (CRM) applications at EDF (Electricité de France), the major electricity company in France. The main contribution of this paper is the definition and instantiation of a generic multi-dimensional star-like model for storing, analyzing and capitalizing data quality indicators, measurements and metadata. This approach is illustrated through one of EDF's CRM applications, implementing domain-specific quality indicators and providing quality-driven information management as a business intelligence chain. The role of the data quality expert is highly emphasized.

COMYN-WATTIAU, I., PERALTA, V., GOASDOUE-THION, V., KEDAD, Z., BERTI-EQUILLE, Z. and NUGIER, S. (2009). Multidimensional Management and Analysis of Quality Measures for CRM Applications in an Electricity Company. In: Proceedings of the 14th International Conference on Information Quality. Hasso Plattner Institute.

Keywords : #Analyse-multidimensionnelle., #Gestion-de-la-relation-client, #Méta, #modèle, #Qualité-des-données