Category: The Business of IQ

A category to collect and collate posts on the business aspects of information quality. Will be used to create a pre-defined view of pages in menu bar.

  • Things that peeve me on the web (a revisit)

    Vodafone have launched a Christmas e-card site with a difference called Bosco is back. On this site you can put together a custom video e-card featuring Bosco, a perennial kids TV favourite in Ireland.

    Why does this site peeve me? Well, due to the way the video is put together (pre-recorded video clips that are assembled in real-time) a lot of the process is driven by drop down menus to select names etc. This is where the problem starts.

    As people who have come to my conference presentations know, a lot of my interest in Information Quality stems from the fact that my name (Daragh) has approx 12 alternate spellings and can be either male or female. These simple facts have motivated me over the years to be a bit pedantic about my name (1 ‘R’, a ‘GH’ at the end -silent, Male). So I was a bit dismayed when I flagged my gender as ‘Male’ on the “Bosco is Back” and looked for my name, only to find…

    bosco boobo 1

    That’s annoying. To cater for the alternate spellings (such as Daragh, Darach, Dara, Daire) it would have been easy enough just to link them to the same video insert. However, it is not as bad as if I was a woman. According to Vodafone “Darragh” (and apparently all the phonetic variants thereof) is only a guys name.

    Bosco booboo 2

    Also, some of the inserts give unexpected outcomes. I was going to send my wife an e-card describing her as a “Dreamer”. Thankfully there is a preview mode which showed me what she’d see. Given that the squeaky voiced puppet would have demanded that she “stop thinking about that girl” I decided it might require more explaining at home than I could possibly manage.

    Yes, the whole thing is a bit of fun and I’m probably being overly pedantic. However it does highlight the risk of having ‘non-quality’ outcomes when you rely on drop down menus and defined lists to operate a business process. What, if instead of producing a cheezee e-card I had been applying for phone service from vodafone?

    When I get a chance I’ll post up the slides I use about “why I got into Information Quality”… research this morning has identified another 3 variant spellings of my name at least….

  • Amazon-inania again…

    So, Christmas is coming, the Goose is getting fat. I thought I’d put some euros in Jeff Bezo’s hat..

    So I decided to try to order some Xbox games as part of my Christmas shopping. I fully expected to get big “DANGER WILL ROBINSON” warnings for all the purchases given Amazon’s decision NOT to sell software or electrical goods into the Irish market for no apparent reason (which I’ve written about before here and here and here and which featured on other blogs last year… here…. and which I brought to the attention of the relevant Government Minister here). I haven’t actually received a response on this yet, over a year later. Shame on me for not chasing it up.

    Imagine my fricking surprise when I got this…Amazon Inania

    Apparently the XBox game Ratatouille is not the same class of thing as the XBox games “Cars Mater-national” or “the Simpsons”. Now, this puts Amazon across two of my pet bugbears…

    1. Nonsensical and unexplained restrictions on shipping of goods within the EU (which, in the absence of a REALLY good explanation is probably a breach of EU law)
    2. Buggered up information quality

    If all of the game titles had been restricted I’d have simply shrugged my shoulders and moved on. But they weren’t. This suggests that either:

    • The information which Amazon use to classify their games and software is inaccurate or incomplete and allows exceptions through the net (boo hiss)
    • OR (worryingly) The restriction on shipping electrical goods, games and software has less to do with the WEEE regulations in Ireland (Amazon’s nonsense excuse) but have more to do with producers seeking to create and maintain artificial market segregation. In the context of a web site selling into Ireland, that could raise issues of EU law and, if it is the case that a number of different manufacturers have made similar requests to Amazon to restrict the Irish Market, then that could be viewed as a cartel-like operation, which is apparently a bad thing.

    Not that Amazon would pander to that kind of thing. Gosh no. This has to relate to the Waste Electrical and Electronic Equipment regulations because they define Electrical and Electronic Equipment as:

    “electrical and electronic equipment” means equipment which is dependent on electric currents or electromagnetic fields in order to work properly and equipment for the generation, transfer and measurement of such currents and fields falling under the categories set out in Annex IA of European Parliament and Council Directive 2002/96/EC on waste electrical and electronic equipment and designed for use with a voltage rating not exceeding 1,000 volt for alternating current and 1,500 volt for direct current;

    Yes. That definitely includes inert plastic with encrypted digital information on it (aka a dvd or cd with MS Office or Halo3 on it – take yer pick). Although, if you were particularly pedantic an Xbox game does rely on “electric currents or electromagnetic fields in order to work properly”. But only if you are being RIDICULOUSLY pedantic. I am pedantic. I’m renowned for it. Even I wouldn’t stretch things that far…

    Either way it is an avoidable and undesirable process outcome, and as it is happening inconsistently it is embarrasing. . It is particularly irksome given that Amazon are basing a Customer Service Call Centre in Cork and have a Service and Operations centre in Dublin and have been applauded by our Government for their investments.. Amazon’s relocation from Slough to Ireland was caught by the BEEB

    I’ve posted on this previously and these posts can be found under the Amazon-Inania category on this blog.

  • Amazon Prime

    Amazon. The f*ckers. Yet again they decide to clumsily shaft the residents of the 26 counties of the Republic of Ireland. Their Amazon Prime service has been launched and I was all clicky-fingered ready to sign up and pay my stg£49 to get this useful service.

    However, I forgot just how crap Amazon are at geography and how they seem to be incapable of recognising that

    • ‘Northern Ireland’ is just one part of a larger island
    • Ireland is a large, literate country with reasonably high disposable incomes
    • ..and a lot of their business is actually based here (customer services in Cork, a data centre in Dublin
    • Deliveries shipped to Belfast or Derry often are transited through Dublin airport

    So, I trundled through the terms and conditions of their service. Deliver to ‘Mainland UK’, delivery to ‘Other United Kingdom Locations’ which includes the Channel Isles and British Forces Posted Overseas, but not a whit of delivery to the Republic of Ireland.

    So, I decided to see if they have any logic that prevents people in the Ould Sod from signing up, much like they have checks and balances to stop us buying software or computer games or electrical goods.

    Ehhh… nope, I’m allowed to right through to the bit where I’d have to part with cash irrespective of what address I use.

    So, Amazon will take money off me for a service that they can’t/won’t deliver (no pun intended), because they are not using information they have about me (my address) to prevent me parting with cash, or they can deliver it (ie Prime deliveries to Irish Republic) but they have bungled their Terms & Conditions because they’re idiots, like those people who claim Oscar Wilde was British.

    I’m fricking angry now. Must go have a coffee to cool off.

    Mulley – if you’re reading a Nintendo Wii will calm me down nicely.

  • Has our Minister for Environment lost it completely?

    The Irish Green Party recently entered coalition with the Fianna Fail party to form a government in Ireland. As part of this coalition, we now have a Green Party TD (member of parliament) as Minister for the Environment.

    Today, Mr Gormley came out in favour of Electronic Voting. Well, actually that isn’t entirely correct.. he has stated that he would like to see electronic voting in Ireland and would not like to abandon the investment made in the e-voting machines we have in mothballs if they can be adapted to secure public confidence.

    He appears to have missed the breaking news from the Netherlands where the Courts have ruled that the use of their e-voting machines is illegal because they can be hacked.

    Personally I think that the Minister should step back from the white elephant of these e-voting machines and take a look at the information quality requirments of the entire election process.

    1. Our Electoral Register is in a shambles. A key root cause is the design of the electoral register forms… they are simply appalling and do not capture information in a clear and error-proofed manner. A holistic Information Management strategy needs to be developed and implemented, along with adequate governance, funding and resources to help ensure high quality of information in the Electoral Register. This will likely require changes to legislation to allow for improvements in the Electoral Register processes and to clarify responsibilities and accountabilities for the management of this critical information.
    2. A clear and unbiased view needs to be taken of how best we can ensure a verifiable voting process so that votes dont’ go missing, get tampered with or are just not counted. Pencil and paper means that voters who mark the box with their preference can see their preference going into the ballot box… that is a level of confidence in the process that currently isn’t matched by e-voting.

    Rather than continuing to piss around with the e-voting machines, I would much rather the Minister take a strong leadership stance as regards the quality of the Electoral Register and its related processes. His predecessor tried to pass the buck and it would seem Mr Gormley hasn’t yet grasped the reins (sorry for mixing my metaphors like that). The investment in the key set of master data for our electoral processes – the Register of Electors – would be a much better spend of (increasingly constrained) government funds (ie the funds we taxpayers provide).

    In business people take investment decisions every day and spend money with the goal of making more back. But every day business managers have to draw a line under poor investments and walk away from the business idea to spend their resources on more valuable opportunities. Seeking to spend more money on a bad idea in the hope that enough money might make it a good idea is just bad business. A number of people I know, myself included, have walked away from business ideas because they weren’t working or could not be made to work with the resources available. Yes it is a pain in the arse, yes there is a sense of failure, but at least you can move forward knowing you have made a tough decision and can learn from it.

    Or perhaps Minister Gormely is auditioning for a part in a remake of Monty Python & The Holy Grail? How many castles will we need to build in the e-voting swamp before they stop sinking?

    I built this kingdom up from nothing. When I started here, all there was was swamp. Other kings said I was daft to build a castle on a swamp, but I built it all the same, just to show ’em. It sank into the swamp. So, I built a second one. That sank into the swamp. So, I built a third one. That burned down, fell over, then sank into the swamp, but the fourth one… stayed up! And that’s what you’re gonna get, lad: the strongest castle in these islands.

    Investing in key infrastructure and assets (the electoral register and its related processes and governance) which will be used either in the ‘as is’ world (pencil and paper voting) or the ‘to be world’ (the utopia of secure and seamless e-voting) is a better investment of resources.

    Chasing the Fianna Fail pipe dream of e-voting simply because it is what the bigger boys at the Cabinet table want you to smacks of an inability to see the wood for the trees and prioritise what will work in the lifetime of the Government (improving the Register and its governance) over what will never work in the lifetime of the Government (e-voting machines).

  • Things that peeve me on the web

    A few things peeve me on the web. One of them is website form validators that do not recognise tlds other than .com, .org or a country tld. These validators seem oblivious to the fact that since 2000 ICANN has been rolling out ‘new’ tlds to take the ‘pressure’ off the .com and .org domains and .info has been active as a tld since 2001.

    I chose .info for my domain name partly because my old obriend.com domain was hijacked and partly because that problem manifested an opportunity for me to rebrand myself on-line with a domain name that related to me and my interests. Obriend.info is a website dedicated to information about OBrienD (me) and where OBrienD can discuss topics relating to Information Quality and Information Management (Info).

    However I find myself having to fall back on other email addresses such as my gmail or IAIDQ email address when filling out web forms as many validators (often on very reputable and high-profile sites) reject .info as part of an email address, in blissful ignorance of the fact that up to March 2007 there were 4 million .info domains registered with 1.6 million .info websites active (this being one of them).

    This is a small but significant information quality problem. The ‘master data’ that is being used to support the validation processes on these sites is incomplete, out of date and inaccurate. Web developers should take the time to verify if the snippets of code they are using to validate email addresses contain all valid TLDs and if not they should update their code. Not doing so results in lost traffic to your site, and in the case of registration forms for e-commerce sites it costs you a sale (or three).

    Another thing that peeves me is the use of (or not) of apostrophes in email addresses. Names like O’Donnell and the usual spelling of O’Brien have apostrophes. Some organisations allow them as part of their email addresses (joe.o’connor@thisisnotarealdomain.lie). For some reason however, many CMS platforms, website validators etc. don’t handle this construct particularly well. Indeed I’ve seen some chat forums where ‘experts’ advise people to leave out the apostrophe to avoid problems, even though the apostrophe is perfectly permissable under the relevant RFC standards.

    I’ve experienced the problem with Joomla and Community Builder on the IQ Network website which required me to manually work around the issue as I am not a good enough php developer to hack either application to fix the problem in a way that doesn’t cause other problems (such as the apostrophe being displayed back with an escaping backslash – ” \’ “.

    On the web you are in a global community. Just because your country/culture doesn’t use apostrophes or accenting characters doesn’t mean that they are not valid. Your code should be built to handle these occurences and to avoid corrupting data. Joe O’Connor’s name (to return to our fictional example) is not Joe O\’Connor. He should not see his name displayed as such on a form. Furthermore it should not be exported as such from a database into other processes.

    Likewise, if Joe.O’Connor@fictionaldomain.info decides he wants to register at your site you should make sure you can correctly identify his tld as valid and get his name right.

  • The evolution of Information Quality

    I was googling today (or doing some googlage) for blogs that deal with Information and Data Quality topics. Needless to say yours truly did appear reasonably highly the search results. One post that I came across that really made me think a bit was this one from Andrew Brooks, currently a Senior Consultant with Cap Gemini in the UK.

    In his post he asks if we are at a ‘tipping point’ for Information Quality where

    organisations are starting to move from ‘unconscious incompetence’ to ’conscious incompetence’ and see the need to spend money in this area (hence the growing number of vendors and consultancies) which are feeding off the back of this.

    He mentions that he gets calls from recruiters looking for Data Quality Management roles to be filled and wonders when we will reach the stage of ‘Concious Competence’.

    My personal feeling is that we are at a very large tipping point. Those organisations that truly make the leap will gain significant advantage over those that don’t. Those that make the leap half-heartedly by putting a few job titles and tools in the mix with no commitment or plan will limp along, but the pressure of competing with lean and efficient opposition (those who jump in wholeheartedly) will squeeze on these organisations. Those that don’t leap at all will fall foul of Darwinian evolution in the business context.

    The danger that we face at this juncture is that when the ship is sinking any bandwagon looks like a lifeboat. The risk that we face is that we will not have learned the lessons of the CRM adoption age when organisations bought ‘CRM’ (ie software) but didn’t realise the nature of the process and culture changes that were required to successfully improve the management of Customer Relationships. Tools and job titles do not a success make.

    The same was true of Quality management in manufacturing. As Joseph Juran said:

    “They thought they could make the right speeches, establish broad goals, and leave everything else to subordinates… They didn’t realize that fixing quality meant fixing whole companies, a task that cannot be delegated.”

    So, what can be done?

    The International Association for Information and Data Quality was founded in 2004 by Tom Redman and Larry English (both referenced in Mr Brook’s article) to promote and develop best practices and professionalism in the field of Information and Data Quality.

    As a vendor neutral organisation part of the Association’s mission is to cut through the hype and sales pitches to nail down, clarify and refine the core fundamental principles of Information Quality Management and to support Information/Data Quality professionals (I use the terms interchangeably, some people don’t…) in developing and certifying their skills so that (for example) the recruiter looking for a skilled Data Quality Manager has some form of indicator as to the quality of the resource being evaluated.

    The emergence of such an organisations and the work that is being done to develop formal vendor independent certification and accreditation evidences the emergence of the ‘early adopters’ of the ‘Concious committment’ that Mr. Brooks writes about. As an Information Quality professional I am concious that there is a lot of snake-oil swilling around the market, but also a lot of gems of wisdom. I am committed to developing my profession and developing the professional standards of my profession (vocation might be another word!).

    Having a rallying point where interested parties can share and develop sound practices and techniques will possibly accelerate the mainstreaming of the Concious Committment… IQ/DQ professionals (and researchers… must’t forget our colleagues in academia) need no longer be isolated or reinvent the wheel on their own.

    Let me know what you think….

  • Conferences and me for the end of 2007…

    Conference season is upon us in the Information Quality Community…

    At the end of September I’m off to Las Vegas to deliver a presentation at the IAIDQ’s North American conference the IDQ 2007 Conference.

    At the end of October I’m off to sunny London for the IRMUK Data Management and Information Quality Conferences. This will be my sixth year at this conference and my fourth as a presenter. This year I hit the ‘big leagues’ with a 3 hour tutorial on some of the legal aspects of Information Quality, going head to head with Larry English (amongst others)on the time table.

    Then in November the Irish CoP of the IAIDQ, the IQ Network will be hosting our IQ Forum… we’re planning it to co-incide with World Quality Day on the 8th of November to tie in with some IAIDQ events that will be taking place world wide.

    Who knows, maybe I’ll meet somebody from Dell at one of those conferences who might be able to fix my laptop problem before Christmas. 😉
    That would be nice.

  • Mobile phone registration

    The Irish Government have again trundled out a proposal to force mandatory registration of pre-paid mobile phones. It is stated that this will be a wonderful weapon in the war on drugs, organised crime and pixies.

    There are two small problems with the proposal as it currently stands.

    1. It is unlikely to work as the politicians claim it will
    2. It is unlikely to work as the politicians hope it will

    Now, technically, this is just one problem but it is such a doozy I thought it would be worth mentioning at least twice.

    The reason it is unlikely to work as the politicians claim it will is that in order to ensure that the Register of Mobiles does not become filled with Michael M. Ouses or I.P Freelys the process will require some form of validation of name and address. In order to mitigate the risk of forged or fraudlent documentation being used (which would result in Mr Freely freely getting his fone phraudulently phone fraudulently) this documentation will need to be of some ‘official’ form.

    For Bill Pay phones the usual documentation required is a passport or drivers licence (a work ID on its own is not usually sufficient in my experience) and a utility bill – these prove you are who you say you are and you live where you say you live. In order for the Register of Mobiles to meet the stringent evidentiary requirements that the stated purpose require (to deter criminals using mobiles and to assist in tracking and apprehending them via their mobile records) then a very high level of validity and verifiability will be required of the information used for identification purposes when the phone is being purchased.

    The majority of Ready-to-go customers would seem to be children and teenagers (I’ve lost track of the number of phones my teenage sister-in-law has had over the past few years). They may not have a passport, are unlikely to have a driver’s licence (until they are in their late teens) and are extremely unlikely to be in possession of a valid utility bill in their name.

    So how will they register their phones? Are the Government proposing that the phones would be registered to the parents of these children and teenagers? What then if the child is involved in some criminal activity? Does the parent become a suspect because of the mobile phone records?

    “I didn’t beat up little Johnnie… I’d left my phone at home. My ma hates Johnnie – she must’ve done it!”.

    One solution proposed to this (which according to the Irish Daily Mail came from Civil Servants in a review of this idea update– thanks to Antoin at eire.com who has a blog post which quotes the Dept of Communications on this topic) would be to implement the Register of Mobiles only after a National Identity Card was introduced in Ireland. In theory, this would give a standardised, State-backed identity (and possibly a unique identifier for the person). However there are no current proposals to implement such a card and previous proposals have met with opposition from various quarters.

    A further issue is that name and address data ages over time. People move house, get married, get divorced or die. What mechanism will the Government require to ensure that the information registered on the Register of Mobiles is maintained accurately and in a form that meets or exceeds the evidentiary requirements of the legal system? This is not an issue for bill Pay phones as if the bill ceases to be paid the phone is cut off… and if the bill is still being paid but the address is no longer valid the Authorities have other investigative avenues open to them (such the payment records). For ‘ready-to-throw’ mobiles this is and will be a critical problem. Not only can the person move address, but the phone may ‘move person’ by being swapped, loaned or shared between family members (this may happen with bill pay phones but it is reasonable to assume that in the case of a bill pay phone the ‘sharing’ or ‘lending’ of the phone would be temporary).

    Currently we have a very important national register of people which is collated and maintained for a very serious and important function in the operation of the State. It’s called the Electoral Register and, not to put too fine a point on it, it has some ‘issues’ with the quality of the information there-in and the levels of duplication and inaccuracy in the data. What confidence should we have that the Government will have learned the lessons of the Electoral Register in the design and implementation of any new Register of Mobiles?

    I am not saying we should not require registration of pre-pay mobile phones (all operators currently encourage registration through ‘free credit’ bribes). However if we are to require citizens to give up elements of personal privacy and provide information about their mobile phone usage to State Agencies then it is essential that the system work as it is intended it will and that the information captured meets or exceeds the expectations of the politicians, the police and, most importantly, the citizen. Crucially this must happen with out the information captured being excessive or irrelevant to the stated purposes for registration.

    If we require people to provide information into a system and set of processes that will eventually degrade into an unmanaged cacophony of inaccurate, incomplete, inconsistent and otherwise just plain awful data rather than a symphony of polished, reliable and policed information then we will have achieved nothing other than a layer of paperwork and a burden on mobile phone operators and their customers. Those with criminal intent will pervert the system – foreign SIMS, imported phones, stolen phones etc.

    By definition they don’t play by the rules.

  • IQ Trainwrecks.com

    The IAIDQ, an organisation I’m involved in for Information & Data Quality, has launched IQTrainwrecks.com as a resource to collate and comment on media stories highlighting the cost and impacts of non-quality information.

    Here’s an example of one of their posts. Our Electoral Register features there as do a few other stories. The IAIDQ team hope that this site will evolve into a focal point for informed comment on the real costs and impacts of poor information quality.

  • Electoral Register issues

    Astute followers of the recent General Election in which there were a number of reports of problems with our national electoral register will doubtless be wondering where my comments on that issue might be.

    Rest assured that I haven’t forgotten about it and am working on collating the media reports of issues and tracking down other substantiated cases of problems with the electoral register. I will be producing an updated analysis of the likely root causes which I will publish here and over at the IQ Network website (www.iqnetwork.org). I may even get around to doing a presentation on it to the IQ Network in the coming months.

    Suffice it to say the issues are both simple and complex and the likely scope of root causes ranges from a failure of governance from Government, the lack of a clear strategy for improving the quality of the register, a reliance on scrap and rework to ensure accuracy (doomed from the beginning) and also the actions or inactions of key people in the voter registration and verification processes (including the public).

    Updates to come soon.