
Chapter 13 n IQ Applied to Internet and e-Business Information 639
Performance measures of speed as opposed to
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Quality (which reduces the
cost of Process Failure and Information Scrap and Rework)
Failure to understand the e-Customers and their real needs
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Preventive Actions for Unclear Labels and Instructions That Cause Errors
Preventive actions include:
Treat Information as a
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strategic resource of the Enterprise. Acknowledge that
information is the resource required to manage every other resource of the
organization whether internal (Human Resources or Financial Resources)
or external (Customer Resource or Business Partner Resources).
Treat information in the same way that you treat a product. To produce a
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product with high quality, you must understand the Customer Requirements,
and Design Quality Into the Process that produces the product and check
your work. The same is true for the “Information Product.” Data names,
definitions, valid value sets or ranges, and specific defined business rules
make up the “Information Product Specification Data” for Information.
Treat information in the same way that you treat Financial Resources and
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Human Resources. General ledger account codes should be standardized
across the enterprise with a clear precise definition of each revenue or
expense category. Job descriptions should be standardized for clarity of
the position’s description,