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Introduction to Information Quality in
the Internet and e-Business
Internet and e-Business Information Quality poses real challenges for the
organization because Gemba is in cyberspace. The interaction of the organiza-
tion with Customers and Suppliers is not physical but electronic. This chapter
describes fundamental Information Quality (IQ) Principles and Techniques
applied to Internet and e-Business Information Quality. It describes IQ prob-
lems unique to Web information and its presentation along with e-Business
processes created and collected through the Internet. This chapter describes
a Customer-centric e-Business Value Circle for e-Customer Care and business
effectiveness.
In cyberspace, the Information is the Business, making Information Quality
a strategic requirement for successful e-Business.
C h a p t e r
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Information Quality Applied to
Internet and e-Business Information:
“e-Surfer-to-Satisfied-e-Customer”
“Word of mouse is much faster than word of mouth.”
“In e-Business, the Information is the Business.”
Larry P. English
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