Multidimensional management and analysis of quality measures for CRM applications in an electricity company

Verónika Peralta, Virginie Thion-Goasdoué, Zoubida Kedad, Laure Berti-Equille, Isabelle Comyn-Wattiau, Sylvaine Nugier, Samira Si-Said-Cherfi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

4 Citations (Scopus)

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.

Original languageEnglish
Title of host publicationProceedings of the 2009 International Conference on Information Quality, ICIQ 2009
Publication statusPublished - 1 Dec 2009
Externally publishedYes
Event14th International Conference on Information Quality, ICIQ 2009 - Potsdam, Germany
Duration: 7 Nov 20098 Nov 2009

Other

Other14th International Conference on Information Quality, ICIQ 2009
CountryGermany
CityPotsdam
Period7/11/098/11/09

Fingerprint

Competitive intelligence
Electricity
Quality management
Metadata
Information management
Stars
Industry

Keywords

  • Business Intelligence
  • CRM
  • Data Quality
  • Meta-model
  • Multidimensional Analysis

ASJC Scopus subject areas

  • Information Systems
  • Safety, Risk, Reliability and Quality

Cite this

Peralta, V., Thion-Goasdoué, V., Kedad, Z., Berti-Equille, L., Comyn-Wattiau, I., Nugier, S., & Si-Said-Cherfi, S. (2009). Multidimensional management and analysis of quality measures for CRM applications in an electricity company. In Proceedings of the 2009 International Conference on Information Quality, ICIQ 2009

Multidimensional management and analysis of quality measures for CRM applications in an electricity company. / Peralta, Verónika; Thion-Goasdoué, Virginie; Kedad, Zoubida; Berti-Equille, Laure; Comyn-Wattiau, Isabelle; Nugier, Sylvaine; Si-Said-Cherfi, Samira.

Proceedings of the 2009 International Conference on Information Quality, ICIQ 2009. 2009.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Peralta, V, Thion-Goasdoué, V, Kedad, Z, Berti-Equille, L, Comyn-Wattiau, I, Nugier, S & Si-Said-Cherfi, S 2009, Multidimensional management and analysis of quality measures for CRM applications in an electricity company. in Proceedings of the 2009 International Conference on Information Quality, ICIQ 2009. 14th International Conference on Information Quality, ICIQ 2009, Potsdam, Germany, 7/11/09.
Peralta V, Thion-Goasdoué V, Kedad Z, Berti-Equille L, Comyn-Wattiau I, Nugier S et al. Multidimensional management and analysis of quality measures for CRM applications in an electricity company. In Proceedings of the 2009 International Conference on Information Quality, ICIQ 2009. 2009
Peralta, Verónika ; Thion-Goasdoué, Virginie ; Kedad, Zoubida ; Berti-Equille, Laure ; Comyn-Wattiau, Isabelle ; Nugier, Sylvaine ; Si-Said-Cherfi, Samira. / Multidimensional management and analysis of quality measures for CRM applications in an electricity company. Proceedings of the 2009 International Conference on Information Quality, ICIQ 2009. 2009.
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