Master Data Management in Practice: Achieving True Customer MDM

Processes

Similar to having committed people, there need to be processes and channels available that are geared to the recognition and support of data management or quality issues. In the previous topics, we have given a number of examples of data management issues where data stewards have been involved, and so far we have talked about how CDG, the data quality forum, and the incident management processes need to involve the data steward role. But let's discuss what triggers the engagement of these data stewards.

This actually goes back to the point we made in Chapter 4, where ideally, data governance involvement should be considered in the design and implementation of systems and business processes. When engaged in the design process, data stewards' roles and engagement points can be formally identified in the process model and flow. But since many systems and processes will already exist before data governance practices emerge in a company, getting data stewards plugged into IT and business processes will usually require the MDM team and governance council to actively pursue how and where to get this type of data steward engagement into place. Here are some examples of where process area data stewards can get plugged in to existing processes to better establish data management support and to begin demonstrating the data steward value proposition:

• Incident management and service request processes. Set up specific customer data management and data quality labeled queues or service ...