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Getting buy in

Getting buy in. Presented by: Rebecca Clayton Date: Tuesday 18 th September 2007 www.qas.co.uk. ?. ?. ?. What you’ll get from this session. Who do you need to convince? What is important to them? How you can do a better job convincing them?. What’s on their agenda ?. Service delivery

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Getting buy in

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  1. Getting buy in Presented by: Rebecca Clayton Date: Tuesday 18th September 2007 www.qas.co.uk

  2. ?

  3. ?

  4. ?

  5. What you’ll get from this session • Who do you need to convince? • What is important to them? • How you can do a better job convincing them?

  6. What’s on their agenda ? Service delivery Efficiency Cost control Intelligence and reporting Reputation Compliance ?

  7. Linking data quality to service delivery • Who is using your services? • When? • How often? • Are services joined up? • Can you recognise people across different channels? • Do you have a single citizen view? Service delivery

  8. Efficiency Linking data quality to efficiency • Save time on • calls / face to face contact • data entry • fixing errors • What is the £ value of that time?

  9. Reputation Linking data quality to reputation • Good customer perception / avoid complaints • Improve customer satisfaction • Answer parliamentary / media questions accurately • How to measure these ?

  10. Compliance Linking data quality to compliance • Data Protection Act 1998 • Varney: transformational government, e-gov • Citizen authentication

  11. How do you fare against others?

  12. Global data quality research • Sample • 550 organisations • 8 countries • 10 sectors • Heads of Departments, CXO’s, MD’s, Senior Managers • Methodology • Email survey Interim results only

  13. Your opportunity to benchmark

  14. Q 1 – Frequency data used How often is customer data used for strategic planning and decision making?

  15. A1 – Frequency data used

  16. Q 2 – Responsibility for data Does responsibility for customer data quality sit with top level management in your organisation?

  17. A 2 – Responsibility for data

  18. Q 3 – Buy in to data quality What percentage of your employees are totally bought in to data quality?

  19. A 3 – Buy in to data quality

  20. Q 4 – Using data to full potential To what degree are you using customer data to its full potential?

  21. A 4 – Using data to full potential

  22. Q 5 – Degree of compliance To what degree is your organisation compliant with database related regulations?

  23. A 5 – Degree of compliance

  24. Making a difference in your organisation • Agenda • Service delivery • Efficiency • Cost control • Intelligence and reporting • Reputation • Compliance

  25. Making a difference in your organisation • Agenda • Service delivery • Efficiency • Cost control • Intelligence and reporting • Reputation • Compliance • Your argument • Using data to full potential • Responsibility for data • Responsibility for data • Frequency data is used • Buy in to data quality • Degree of compliance

  26. ?

  27. Thank you Presented by: Rebecca Clayton Date: Tuesday 18th September 2007 www.qas.co.uk

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