
Chapter 9 n IQ Applied to Customer Care 379
Common Information Quality Issues
Same IQ issues as found in Chapter 10, “Information Quality Applied to Product
Development: ‘Product-Idea-to-Product-Retire.’”
Failure to transform Customer Product Quality Requirements into Product
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Specifications that ensure that the functionality and capability of the
products meet Customer Requirements and Expectations
Failure to ensure that the product can be manufactured at the expected
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cost within the expected timeframe with the required quality
Information Quality in the “Prospect-to-Valued-
and-Valuable-Customer” Value Circle
We will analyze four major groups of information where quality is paramount:
1. Customer Name and Identity Information, including international name
information
2. Customer Address and Contact Information, including international
address information
3. Customer Profile and Demographic Information
4. Customer Experience, Feedback, and Complaint Information
Information Quality Issues and Costs in Customer Name
and Identity Information
This section discusses five major Information Quality issues in the “Prospect-
to-Valued-and-Valuable-Customer” Value Circle.
Poor Quality in Customer Name and Identity Information
Errors in name spelling, in salutation or professional designations, and in identity
information communicate that the Customer is not important to the organizatio ...