Master Data Management in Practice: Achieving True Customer MDM [NOOK Book]


Master data Management in Practice

Achieving True Customer MDM

A customer places a call to Sears for an appliance repair. Thephone system instantly recognizes the number. Once the caller isverified, the system automatically pulls up a complete set ofrecords, including full history and service contracts that areavailable to the customer service representative answering thecall. This is an example of good Customer Master Data Management(MDM) and ...

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Master Data Management in Practice: Achieving True Customer MDM

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Master data Management in Practice

Achieving True Customer MDM

A customer places a call to Sears for an appliance repair. Thephone system instantly recognizes the number. Once the caller isverified, the system automatically pulls up a complete set ofrecords, including full history and service contracts that areavailable to the customer service representative answering thecall. This is an example of good Customer Master Data Management(MDM) and an effective, profitable use of a company's data. Yetmany organizations are still struggling to correct long-standingsystemic business problems related to their data and its associatedprocesses. Master Data Management in Practice shows you how toleverage the streamlining power of MDM to improve yourorganization's data, internal processes, productivity, andprofits.

Focusing on the much-needed "how" and "where" aspects of MDMplanning and implementation, Master Data Management in Practicesupports the business practice of Customer MDM from a programmanager and data steward perspective. The book presents challenges,questions, advice, instruction, and solutions to help you gain acomprehensive sense of insight and technique that you canimmediately apply to your own internal scenarios.

Authors Dalton Cervo and Mark Allen draw on their own extensivebusiness and IT experiences to provide a logical order towardplanning, implementation, and ongoing management of Customer MDMpractices. Rich with enlightening tables, graphs, and charts,Master Data Management in Practice covers:

Planning your Customer MDM initiative: the aspects of definingthe underlying scope, approach, architecture, and objectivesnecessary for planning a Customer MDM initiative

Implementation fundamentals: the practical insight, guidance,questions, options, and examples related to the implementation ofthe four foundational Customer MDM practices

Achieving a steady state: how successful maintenance andmonitoring practices lead to many self-governing andself-maintaining closed loop practices

The characteristics and concepts associated with a mature MDMmodel: transitioning your data management participants to becomewell-engaged MDM practitioners while communicating the success andbenefits that have emerged from implementing solid MDMpractices

Advanced practices: future concepts and implications associatedwith Customer MDM

Managing data is key to your company's success. Discover how tosupport and connect transaction data from multiple business assetswith the hands-on deployment strategies found in Master DataManagement in Practice.

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Product Details

  • ISBN-13: 9781118085684
  • Publisher: Wiley
  • Publication date: 5/25/2011
  • Series: Wiley Corporate F&A, #559
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 272
  • Sales rank: 933,988
  • File size: 3 MB

Meet the Author

DALTON CERVO is Senior Solutions Consultant at DataFluxCorporation, assisting customers with master data management, datagovernance, and data quality implementations. Prior to joiningDataFlux, Dalton was a senior program manager at both SunMicrosystems and Oracle, leading the data quality efforts as amember of the data governance team responsible for definingpolicies and procedures governing the oversight of master customerdata. He is an expert panelist and a featured blogger for DataQuality PRO and a contributing author in The Next Wave ofTechnologies: Opportunities in Chaos (Wiley).

MARK ALLEN is a Senior Consultant and Enterprise DataGovernance Lead at WellPoint, Inc. Prior to joining WellPoint, Markwas a senior program manager in customer operations groups at bothSun Microsystems and Oracle. Mark has led Sun's Customer DataGovernance Board and has been a member of customer advisory boardsfor DataFlux, Oracle, and Dun & Bradstreet, where he was apresenter and panel member for various data governance and masterdata management events and forums.

Please visit their website at

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Table of Contents





Part I: Planning Your Customer MDM Initiative.

Chapter 1: Defining Your MDM Scope and Approach.

MDM Approaches and Architectures.

Analytical MDM.

Operational MDM.

Enterprise MDM.

Defining the Business Case.

Cost Reduction.

Risk Management.

Revenue Growth.

Selecting the Right MDM Approach.

Data Management Maturity Level.

Addressing the ROI Question.



Chapter 2: Establishing Effective Ownership.

The Question of Data Ownership.

Executive Involvement.

MDM with Segmented Business Practices.

A Top-Down and Bottom-Up Approach.

Creating Collaborative Partnerships.

Can Your Current IT and Business Model Effectively SupportMDM?

The Acceptance Factor.

Business Access to Data.

Coordination of MDM Roles and Responsibilities.



Chapter 3: Priming the MDM Engine.


Positioning MDM Tools.

Data Integration and Synchronization.

Data Profiling.

Data Migration.

Data Consolidation and Segmentation.

Reference Data.




Part II: The Implementation Fundamentals.

Chapter 4: Data Governance.

Initiating a Customer Data Governance Model.

Planning and Design.

Establishing the Charter.

Policies, Standards, and Controls.


Process Readiness.


Maintain and Improve.



Chapter 5: Data Stewardship.

From Concept to Practice.


MDM Process Core Team.

Operational Process Areas.


Data Caretaking.


Chapter 6: Data Quality Management.

Implementing a Data Quality Model.

A Process for Data Quality.


Data Quality Forum (DQF).

Controls/Data Governance.

Data Analysts.

Design Team.

IT Support/Data Stewards.


Establishing a Data Quality Baseline.


Data Quality Dimensions.

Entities and Attributes.

Putting It All Together.

Data Alignment and Fitness Assessment.

Data Correction Initiatives.



Chapter 7: Data Access Management.

Creating the Business Discipline.

Beyond the System Administrator.

Creating the Right Gatekeeper Model.


Employee Data.

Access Management Requirements.

Add User Group Names.

Map Privileges to Requirement Categories.

Profiling the Data.

Implementing and Managing the Process.

Testing and Launching the Process.

Resolve Issues Immediately.

Auditing and Monitoring.

Segregation of Duty Management.



Part III: Achieving a Steady State.

Chapter 8: Data Maintenance and Metrics.

Data Maintenance.

Specify, Profile, and Analyze.


Data Quality Metrics.





Chapter 9: Maturing Your MDM Model.

How to Recognize and Gauge Maturity?

Data Governance Maturity.

Data Stewardship Maturity.

Data Quality Maturity.

Data Access Management Maturity.



Part IV: Advanced Practices.

Chapter 10: Creating the Customer 360° View.


Hierarchy Management (HM).

Operational versus Analytical Hierarchies.

Single versus Multiple Hierarchies.

Number of Levels in the Customer Hierarchy.

Virtual versus Physical Customer Records.

Legal versus Non-legal Hierarchies.

The Elusive, yet Achievable, 360° Customer View.


Chapter 11: Surviving Organizational Change.

How Adaptable Is Your Customer Master Data?

Data Quality Factors.

Data Completeness.

Data Consistency.

Data Integrity.

The Change Management Challenge.

Data Governance Can Greatly Assist a Transitioning State.

Leveraging the Data Stewards and Analyst.

Adopting Best Practices.


Chapter 12: Beyond Customer MDM.

The Leading and Lagging Ends.

Technology Influence on MDM.

Overcoming the IT and Business Constraints.

Achieving an Effective Enterprise-wide MDM Model.

Where Does MDM Lead?



Recommended Reading.

About the Authors.


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Customer Reviews

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  • Anonymous

    Posted April 13, 2015


    Proboally not! I hink she's just thirsty for love.

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  • Anonymous

    Posted April 13, 2015


    Wow. This is gonna take good acting.

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  • Anonymous

    Posted April 9, 2015


    Yeah. I know.. It's dissapointing. What have l done?

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