
Chapter 13 n IQ Applied to Internet and e-Business Information 629
And this may represent the first “Moment of Truth” as Jan Carlzon would
say. A Moment of Truth is an opportunity when a Customer, in this case an
e-Customer, has to form an impression about an organization.
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Will it be a
positive or negative experience? Remember that you never get a second chance
to make a first impression.
There will be slight variations in the improvement initiatives based on the
specific nature of the data. Data such as product prices will follow the standard
product pricing processes, and you should seek to understand the Root Causes
of Inaccurate pricing.
However, documents and textual information provided on Web sites must
follow classic publishing, Fact-Checking, Editorial, and Presentation Quality
Guidelines.
Define a Project for Web Content Process Improvement (TIQM P4.1)
Identify a critical process requiring improvement. There are several possibilities:
Web site Design
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Various Document and Content Development processes; these should
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be standardized.
Processes that deliver Database data to Content pages, such as ColdFusion,
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PHP (Hypertext Preprocessor), SQL Queries, for example
Follow your organization’s normal project planning procedures to estab-
lish a Process Improvement Initiative. Identify the process Owner, who is
accountable for the process and for Implementing Improvements, Id