Steven Sparkes, Manager, Business Performance Group, Reuters Limited
Simon Bradley-Goad, Metrics Manager, Business Performance Group, Reuters Limited
Jane Young, Process Review Manager, Business Performance Group, Reuters
   Limited Over the past three years, the Data Quality teams in Reuters Information division have moved from a Quality Control function to Quality Assurance. Reuters apply TQM principles to information and are now moving into the area of Business Process Management in the data production environment. The speaker(s) describe:

• Quality techniques employed in Reuters to assure data quality
• Reconciling global and local requirements
• Evolution of these techniques over time: maturing the data quality processes
• General problems encountered in the evolution from QC to QA and how to address them

Dr. George Chynoweth, Chief, Customer Sensing Lab, US Army
   ICE is a state of the art customer sensing and feedback system designed to gather and process customer and employee data for the purpose of improving BASOPS Service Delivery and Quality of Life. ICE is internet-based, database-driven, and operates in real time. It consists of the following "modules":

• Customer Comment Card & Customer Feedback
• Various levels of customer data management reports with "drill-down" capability
• eSuggestion Box
• Action Logs
• Surveys

Jim Harlan, Information Technology Engineer, Agilent Technologies
   Corrective actions and process improvements are more effective when the Plan-Do-Check-Act method is applied. By giving people tools for critical thinking you empower everyone in your organisation to contribute to it's success. A simple web-based form can be used to capture an issue, take ownership, analyse root cause, develop and test an action plan, implement your results, and follow-up. Reports can be generated to list concerns for your area, search for similar concerns, and track overdue concerns.

• Why use a web-based problem-solving tool?
• Components of an Online PDCA system:
• Menus
• Security
• Forms
• Searching
• Reports
• Workflow
• How to implement an online problem solving solution for your organisation

Roy Rolander, Information Quality Manager, Telenor Mobil AS
   Definition of CRM and Telenor's focus, i.e. development of systems and processes that improve and enhance cross-channel customer treatment.

Outline of Telenor's main initiatives for improving Customer IQ:

• Developing Single Customer View
• Cross-channel solution for Customer History
• Developing a new business function in the Marketing Department - Customer Data Management

Explanation of a pure organisational framework for the IQ function and tips/lessons learned:

• Rigorous focus on collection of data (technically and organisationally). Customer IQ now is a part Product Development Methodology
• Establishing perception among top management that our business is highly data reliant
• Developing consistency between business processes and ownership of data
• Developing long term professionalism for Customer IQ

Clive Finkelstein, Managing Director, Information Engineering Services Pty Ltd
   Extensible Markup Language (XML) is a standard that is used to integrate structured data in relational databases and legacy files with unstructured data in documents, reports, graphics, images, email, audio and video files. XML permits Systems Reengineering of legacy systems and databases, and Business Reengineering of XML applications. Modelling tools are now evolving to generate XML databases automatically from quality metadata that is extracted from existing databases and legacy files. XML tools are emerging for rapid development and deployment of quality XML applications.

• Introduction to XML for integration of structured and unstructured data resources
• Using XML to improve both data definition quality and data content quality
• Automatic generation of XML DTDs and DCDs with high data definition quality
• Development of validated XML applications with high data content quality