
Chapter 9 n IQ Applied to Customer Care 389
Table 9-4: Duplicate Customer Root Causes: Process Improvement Considerations
DUPLICATE CUSTOMER
ROOT CAUSES
PROCESS IMPROVEMENT CONSIDERATIONS
1. Machines: Multiple
source databases
where Customer
records are created
1. Establish a single Enterprise-Strength Record-of-Origin
Customer database. With all Customer records in a
single database, it is much easier to test for duplicates
at the create point.
2. Mgt & Environment:
Lack of emphasis on
training
1. Develop and implement enhanced training for
Information Producers to understand the Attributes
required for Duplicate Matching and to ensure they
capture the data accurately to enhance the lookup
algorithm.
3. Machines: Not all
attributes are captured
to effectively identify
duplicates.
See Root Cause 4.
4. Machines: No pro-
cess, or defective
process for designing
Enterprise-Strength
Information Models
and Database Designs
1. Define Information Requirements, Information Model
and Database Design processes to address Enterprise
Information Models and Databases. Then redesign the
Customer Database and System to capture as many
Identity Attributes as capability allows.
5. Measurement: Faulty
duplicate matching
algorithm
1. Enhance the duplicate matching algorithm with soft
matches, true phonetic matches, multiple Identity
Attributes, and historical data such as addre ...