CSDQ: A user-centered approach to improving the quality of customer support data

Proceedings of the 2005 International Conference on Information Quality, ICIQ 2005

Volumn , Issue , 2005, Pages

  Keenan, Susan L ^a   Simmons, Terri ^a  

^a HEWLETT PACKARD COMPANY   (United States)

Author keywords

Customer Support; Data Quality; Information Quality; Qualitative Data Analysis

Indexed keywords

CUSTOMER SUPPORT; DATA QUALITY; DATA QUALITY MANAGEMENT; HEWLETT-PACKARD COMPANIES; INFORMATION QUALITY; QUALITATIVE DATA; QUALITY IMPROVEMENT PROGRAM; USER-CENTERED; USER-CENTERED APPROACH; WORLD-WIDE NETWORKS;

DATA REDUCTION; INFORMATION ANALYSIS; QUALITY MANAGEMENT;

SALES;

EID: 84871604688     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (10)

1. Card, D. N. Learning From Our Mistakes With Defect Causal Analysis, IEEE Software. 15(1), 1998, pp: 56- 63. (Pubitemid 128570792)
2. Lee, Y. W., D. M. Strong, B. K. Kahn, and R. Y. Wang, AIMQ: a methodology for information quality assessment, Information Management. 40 2002, pp: 133-146.
3. Leonowich-Graham, P. and M. J. Willshire, A Data Quality Framework For Small Businesses, Proceedings of the Eighth International Conference on Information Quality (ICIC-03). 2003, pp: 239-244.
4. Loshin, D. Data Quality ROI, The Data Administration Newsletter. 23.0, January 2003. http://www.tdan.com/i023fe02.htm.
5. Orr, K. Data Quality and Systems, Communications of the ACM. 41(2) 1998, pp: 66-71.
6. Pipino, L. L., Y. W. Lee, and R. Y Wang, Data Quality Assessment, Communications of the ACM. 45(4ve), pp: 211-218.
7. Redman, T. C. The Impact of Poor Data Quality on the Typical Enterprise, Communications of the ACM. 41(2), 1998, pp: 79-82.
8. Wang, R. Y. and D. M. Strong, Beyond Accuracy: What Data Quality Means to Data Consumers, Journal of Management Information System. 12(4) 1996, pp: 5-.33.
9. Wang, R. Y, A Product Perspective on Total Data Quality Management, Communications of the ACM. 41(2) 1998, pp 58-65. (Pubitemid 128504775)
10. Willshire, M. J. and D. Meyen, A Process for Improving Data Quality, Data Quality. 3(1) 1997. http://www.dataquality.com/997meyen.htm.