
Chapter 7 Improving Information Process Quality 321
Best Practices: Business Procedures
These best practices address effectiveness in the processes and procedures
Information Producers and Knowledge Workers follow to perform their work. The
purpose of procedures is to ensure that processes are Repeatable and Reproducible
and process performers perform their work with consistent quality.
Don’t accept bad data — send it back to the originator.
Provide imme-
diate feedback — positive and negative, so Information Producers and
Management understand there are problems they must address.
Don’t force Knowledge Workers to create private databases or reports.
Provide access to the Record-of-Reference Database designed to meet all
Knowledge Worker Requirements or via controlled replication.
Develop a data update process that empowers
any Knowledge Worker
to correct data or communicate data corrections to the Process Owner.
This should be performed by updating data in the Record-of-Reference
Database directly or communicating required updates to the accountable
Process Owner.
Understand your Customers as Information Consumers and seek out
their Expectations for the Information you share with them. Ensure your
Customer Feedback Process gathers information about the satisfaction of
the Information you provide them, and how well you communicate with
them based on their Expectations, written ...