DALTON CERVO is Senior Solutions Consultant at DataFlux Corporation, assisting customers with master data management, data governance, and data quality implementations.??Prior to joining DataFlux, Dalton was a senior program manager at both Sun Microsystems and Oracle, leading the data quality efforts as a member of the data governance team responsible for defining policies and procedures governing the oversight of master customer data. He is an expert panelist and a featured blogger for Data Quality PRO and a contributing author in The Next Wave of Technologies: Opportunities in Chaos (Wiley).

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

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Foreword xiii

Preface xvii

Acknowledgments xxi

Introduction 1

Part I: Planning Your Customer MDM Initiative 7

Chapter 1: Defining Your MDM Scope and Approach 9

MDM Approaches and Architectures 9

Analytical MDM 11

Operational MDM 14

Enterprise MDM 18

Defining the Business Case 20

Cost Reduction 21

Risk Management 22

Revenue Growth 23

Selecting the Right MDM Approach 23

Data Management Maturity Level 24

Addressing the ROI Question 27

Summary 27

Note 28

Chapter 2: Establishing Effective Ownership 29

The Question of Data Ownership 29

Executive Involvement 31

MDM with Segmented Business Practices 31

A Top-Down and Bottom-Up Approach 32

Creating Collaborative Partnerships 33

Can Your Current IT and Business Model

Effectively Support MDM? 33

The Acceptance Factor 34

Business Access to Data 35

Coordination of MDM Roles and Responsibilities 36

Summary 38

Notes 38

Chapter 3: Priming the MDM Engine 39

Introduction 39

Positioning MDM Tools 40

Data Integration and Synchronization 42

Data Profiling 43

Data Migration 46

Data Consolidation and Segmentation 55

Reference Data 57

Metadata 60

Summary 63

Notes 63

Part II: The Implementation Fundamentals 65

Chapter 4: Data Governance 67

Initiating a Customer Data Governance Model 67

Planning and Design 69

Establishing the Charter 70

Policies, Standards, and Controls 78

Implementation 85

Process Readiness 85

Implement 88

Maintain and Improve 91

Summary 93

Notes 94

Chapter 5: Data Stewardship 95

From Concept to Practice 95

People 96

MDM Process Core Team 97

Operational Process Areas 102

Processes 107

Data Caretaking 108

Summary 109

Chapter 6: Data Quality Management 111

Implementing a Data Quality Model 111

A Process for Data Quality 114

Drivers 115

Data Quality (DQ) Forum 117

Controls/Data Governance 119

Data Analysts 120

Design Team 123

IT Support/Data Stewards 125

Metrics 126

Establishing a Data Quality Baseline 127

Context 127

Data Quality Dimensions 129

Entities and Attributes 129

Putting It All Together 132

Data Alignment and Fitness Assessment 136

Data Correction Initiatives 137

Summary 140

Note 140

Chapter 7: Data Access Management 141

Creating the Business Discipline 141

Beyond the System Administrator 142

Creating the Right Gatekeeper Model 144

Preparing 145

Employee Data 146

Access Management Requirements 146

Add User Group Names 148

Map Privileges to Requirement Categories 149

Profiling the Data 150

Implementing and Managing the Process 152

Testing and Launching the Process 157

Resolve Issues Immediately 157

Auditing and Monitoring 158

Segregation of Duty (SoD) Management 159

Summary 161

Notes 161

Part III: Achieving a Steady State 163

Chapter 8: Data Maintenance and Metrics 165

Data Maintenance 165

Specify, Profile, and Analyze 167

Improve 167

Data Quality Metrics 184

Monitors 185

Scorecards 187

Summary 189

Note 190

Chapter 9: Maturing Your MDM Model 191

How to Recognize and Gauge Maturity? 191

Data Governance Maturity 193

Data Stewardship Maturity 194

Data Quality Maturity 195

Data Access Management Maturity 197

Summary 198

Notes 199

Part IV: Advanced Practices 201

Chapter 10: Creating the Customer 360 View 203

Introduction 203

Hierarchy Management (HM) 206

Operational versus Analytical Hierarchies 207

Single versus Multiple Hierarchies 208

Number of Levels in the Customer Hierarchy 209

Virtual versus Physical Customer Records 211

Legal versus Non-Legal Hierarchies 212

The Elusive, yet Achievable, 360 Customer View 213

Summary 213

Chapter 11: Surviving Organizational Change 215

How Adaptable is Your Customer Master Data? 215

Data Quality Factors 216

Data Completeness 217

Data Consistency 217

Data Integrity 218

The Change Management Challenge 219

Data Governance Can Greatly Assist a Transitioning State 220

Leveraging the Data Stewards and Analysts 220

Adopting Best Practices 222

Summary 222

Chapter 12: Beyond Customer MDM 225

The Leading and Lagging Ends 225

Technology's Influence on MDM 226

Overcoming the IT and Business Constraints 228

Achieving an Effective Enterprise-Wide MDM Model 230

Where Does MDM Lead? 233

Summary 235

Note 236

Recommended Reading 237

About the Authors 239

Index 241