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

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

Research output: Contribution to conferencePaper

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
Publication statusPublished - 1 Dec 2009
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

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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-Équille, 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. Paper presented at 14th International Conference on Information Quality, ICIQ 2009, Potsdam, Germany.