
xv
Foreword xxvii
Introduction: Business Excellence through Information Excellence xxix
Part I From Information Crisis to Business Excellence through
Information Excellence 1
Chapter 1 Process and Business Failure: The High Costs of Low
Quality Information 3
High Costs and Losses of Poor Quality Information 4
Societal Costs and Losses Caused by Poor Quality Information 16
Revisiting the Costs of Poor Quality Information 21
Why Do We Have a Glut of Poor Quality Information and
Information Processes? 22
How We Got into This Mess: The Root Causes of Business
Failure in the Post-Industrial, Information Age 23
Avoiding the Crisis 24
Summary 25
Chapter 2 The ABCs of the TIQM Quality System for Total
Information Quality Management 27
Why Total Information Quality Management 27
Purpose of the TIQM Quality System 27
What Is Information Quality? 32
Total Information Quality Management 37
The Importance of Total Quality Management Principles 37
Universal Principles of Quality Management Applied to
Information Quality 38
Process Overview of Total Information Quality Management 49
TIQM Processes 50
TIQM Overview 50
Contents
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