Conference Proceedings

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

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