Tag: Information Quality

  • 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.

  • Dell Hell Ireland (and other flavours) on Google

    So for shits and giggles I decided to google Dell Hell and Ireland. (The wife is out for the night, I’m bored, it seemed like a good idea at the time).

    http://www.google.ie/search?sourceid=navclient&hl=en-GB&ie=UTF-8&rlz=1T4GGLF_en-GBIE226IE228&q=dell+hell+ireland

    To increase the sample size, I removed the reference to “Ireland” and instead googled for “Dell Hell Information Quality”… frack me, there I am again – the top 2 (tonight, 27 July 07).

    http://www.google.ie/search?sourceid=navclient&hl=en-GB&ie=UTF-8&rlz=1T4GGLF_en-GBIE226IE228&q=dell+hell+information+quality

    So to be fair to Dell I removed the reference to “hell” to see how the DoBlog might fare with the Great Search Algorithm in the sky. This was a ‘positive control’. Wasn’t I pleasantly surprised when I was again the top 2 listed links on this day…

    http://www.google.ie/search?sourceid=navclient&hl=en-GB&ie=UTF-8&rlz=1T4GGLF_en-GBIE226IE228&q=dell+information+quality

    Not yet in Damien Mulley/SkyHandling Partners/”the server cannae take it Captain, she’s goin’ te blow” territory one can always dream…

    I googled a few other combinations… for “Dell quality Information” I was results 3 and 4 out of 16,800,000. That was a very neutral query. Still other combinations were picked but I can’t be bothered typing them … the screenshots below will show you the story.

    What I learned is that I am missing a very important tag from these posts… “Dell Quality”. That will be fixed tonight.

    Also by googling for Dell Quality and Ireland I found this pdf of a Dell presentation. I was interested to read this quote from Michael Hammer (Business Process Re-engineering guru) towards the end of the slides… I’ve highlighted a few words that leapt out at me.

    “ The 21st Century Belongs to the
    Process Organization Centered on
    Customers
    and…Operates With
    High Quality
    , Enormous Flexibility,
    Low Cost, and Extraordinary Speed.”

    With regards to my broken keyboard Dell are hitting the marks on this one. Quickly dealt with, within the agreed time period – the failure of the delivery is down to me… (sorry Dell, I’ll sort it out as soon as I can).

    My Graphics card issue however is a result of a failed process (assembly) as a result of poor quality information (either the assembler didn’t know to put in a 256mb card or couldn’t tell a 128mb card from a 256mb card) which has dragged on now for five months (which is extraordinary speed, just not in a good way). The fact that the issue still isn’t resolved and I’ve got a second ‘Customer Advocate’ from Round Rock Texas on the case now is indicative of how wide of their goals Dell are.

    (A big shout out to Rick and John… hope you guys are reading this as you reached out and I believe you have done your best to help with my situation. Elizabeth in Dublin… if you are back in the office could you PLEASE respond to the last few emails I’ve sent you as they are quite important… the email address you gave for the person who was covering for you kept bouncing back.)

    Joseph Juran, the Quality Management guru put it very well:

    “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.”

    Joseph M. Juran, “Made in the USA: A Renaissance in Quality”, Harvard Business Review, July 1, 1993

    Deming’s Point 10 tells us “Eliminate slogans, exhortations and numerical targets for the workforce since they are divisory. The difficulties belong to the whole system”.

    Firefighting does not improve quality, especially when the fire is let smoulder on for nearly half a year (and a whole new product launch).

    Dell Information Quality search results

    Dell quality Ireland

    Dell quality information

    Dell Hell Ireland

    I have others but I can’t be bothered to put them up… I think my point is made.

    Perhaps Dell should consider getting in contact with the knowledgable practitioners in the International Association for Information and Data Quality (www.iaidq.org) who might be able to share some pointers on how to address the root causes of this problem.

  • Dell Hell… but not mine, but perhaps a different circle of the same techno hell

    The other guy’s story

    Came across this on Tom Raftery’s blog. Looks like Tom’s guest writer Frank P had ‘issues’ with Dell when trying to buy some kit off them. A barrier had been created that prevented him from buying a machine from the UK Dell outlet store simply (it would seem) because the UK uses sterling and the Irish Republic uses the Euro.

    This does not seem to be a problem for Marks and Spencer, who will happily charge my credit card in Euros or Sterling when I am buying bits and bobs when on trips to London. Nor do the people in the UK I’ve bought stuff from (including a laptop and spares for my guitar) on ebay have any problems selling to the Republic of Ireland just because we use Euros… they let paypal sort the currency conversion for them and whammo the wifey has a new toy and I can get back to trying to hammer a few tunes out of my much abused fender strat.

    Quality is about meeting or exceeding customer expectations. Deming advises us in his 14 Points to ‘break down barriers between departments’. To meet FrankP’s request, Dell could have simply charged him a slightly higher fee to cover currency conversion costs and transport from the UK (chances are the machine is in a warehouse in Ireland though…). Bingo- one sale, one happy customer. The barrier might have more to do with internal accounting for products by the market they are sold to… but that is a supposition on my part.

    The economics of this ‘non-quality’

    If I’m right, that is just crazy and is an excellent example of how ‘stovepiped’ management of ‘battling business units’ is a fricking recipe for disaster in most businesses and how such artificial barriers to delivery of quality products or service should be torn down.

    It’s like having a football team with defenders who won’t pass the ball to their strikers who are in the box with a clear shot on goal and the keeper off his line just because the strikers are paid in Euros while the defenders get their cheques in sterling. (Jaysus, I think that was a football metaphor.. not sure what it means or if it makes sense but it reads well).

    If you have ‘seconds’ stock or ‘returns’ you have inventory on hand. That costs money to store and if not sold costs money to dispose of. The longer it is stock on hand (in a warehouse gathering dust) the faster the resale price is dropping (due to obsolescence and the entry of newer/better products into the market at the original price point) and the less likely you are to recoup the cost of production, cost of storage and other related costs. Eventually the inventory becomes ‘below-zero’ in that it will have cost you more than you’ll make by selling it… resulting in declining profit margins.

    In order to reduce the costs to your business you should really be trying to sell that fecker to anyone (within the bounds of the law) who comes knocking/calling/writing as soon as possible without putting seemingly petty administrative barriers in the way. Doing so results in a business process that does not meet the expectation of the customer and as such is not a process that delivers ‘quality’. Furthermore it creates a risk of negative profit margins in the business.

    Instead Dell got a blog post on a highly trafficked blog (Tom Raferty’s)written by a respected professional pundit on the IT industry and Web2.0 trends (not an amateur by any stretch) where through various comments the customer service issue is discussed at length. And then that post is in turn linked to by me, with my particular perpsective on the issue.

    And for all we know the laptop still sits unsold in its cold warehouse shelf, unloved and spurned by the new Vostros and Inspirons that swank by with their swish coloured lids and ‘more bang for your buck’ specifications. Stick a red nose on that laptop and call it Rudolph. It won’t be let join in any laptop games I can tell you.

    My saga continues

    I have had and continue to have my issues with Dell. Currently I’ve been dealing with John, one of their Customer Advocates, Elizabeth (a Dell Ireland person) and half a dozen others over the past 5 months. At this rate I’ll probably have spoken to more Dell employees than Michael Dell himself by the end of the year.

    To cap things off (no pun intended), the ‘Q’ key on my keyboard broke off on Tuesday (too much angry typing of ‘Quality’ I fear and the end of my career as a ghost-writer for James Bond novels unless I do some business re-organisation of MI6 or cut back on the gadgets).

    HAPPY NEWS

    I contacted Dell support and was dealt with promptly. I was informed I’d have the keyboard today. I arranged to work from home to be available to take delivery here. Unfortunately I missed the call from the courier and will need to try to rearrange delivery (hopefully I can get it tomorrow rather than having to work from home Monday as well).

    Crappy News

    This is the GOOD NEWS. The BAD news is that some strange things happened to my information as it bounced around Dell Customer Support. For one, they changed my name.

    Here is the email I received yesterday informing me of delivery:

    Dear Mr. Brien,

    Thank you for your reply.

    Your call has been logged, and your reference number is [edited out by me]. Keyboard will be with you on next business day, between 09.00 and 17.30 (or other local working hours). If you are office based then please advises your reception of the expected Courier visit. You will be contacted in the event of any unforeseen delays.

    Thank you for giving me the opportunity to assist you. Your case number for this interaction is [edited out by me].

    Thank you again for contacting Dell Hardware E-Support.

    BRIEN” That’s not my name. That annoys me. That’s not good information quality. Why not?

    Well, Dell’s on-line Tech Support form looks like this (once you key in the asset tag that identifies your machine)

    Dell’s Support Site

    I’ve blocked out the asset tag for my machine (for privacy) and you’ll need to click on the thumnail to see the full image but you’ll need to for the rest of this to make sense…
    Note the first two mandatory fields:

    • First Name
    • Last Name

    I won’t go into why this is a bad labelling convention that is Anglo-centric (Given Name/Family Name are better)… for now it is enought that Dell’s form has distinct fields for my Firstname (given name): DARAGH and my Lastname (Family Name): O Brien. That’s what got typed in there. So why/how did Dell decide that the “O” in my name was surplus to requirements?

    Attention to the little details (like getting my name right or ensuring that my laptop ships with the correct graphics card installed) are evidence of a coherent and congruent quality culture. Soundbites, slogans and self-contratulatory marketing materials don’t build such a culture. The IAIDQ is a professional organisation that exists to support the development of ‘Information/Data Quality’ as a management discipline. Their website is www.iaidq.org and Dell employees (or anyone for that matter) will find some useful information there about the root causes and real impacts of these types of problems

    But back to the happy path

    That said… the tech support guy Guaran was great in sorting out the replacement keyboard and I am kicking myself I missed the couriers call when it came bang on schedule.. when you’re good you’re good.

  • 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.

  • For the avoidance of doubt…

    The first bit of doubt

    Various Dell representatives have explained to me my problem as being one of how my graphics card uses hypermemory. However that doesn’t resolve the issue that I the option I selected when building my machine was for a card with 256MB dedicated video RAM – the fact that it could use hypermemory to extend that further was irrelevant.

    Screenshot of my graphics card properties.

    For the avoidance of doubt I’ve uploaded a screenshot of the properties of the graphics card from the ATI administration utility. Maybe I’m reading it wrong but it sure looks like a 128MB graphics card to me, hypermemory or no hypermemory.

    The other bit of doubt

    As some of you may know, I do the odd bit of teaching and guest lecturing at a university in Dublin City (rearrange the words to figure out which one). There’s another member of staff there who, lucky person that he is, shares a variant of my name. By variant I mean that the name is phonetically and aurally identical but there are a few small differences.

    • Dr. Darragh O’Brien uses his title (hard earned and well deserved) which is a title I don’t have (I’m just a pretender at this whole ‘knowing academic things’ it would seem).
    • Dr. Darragh spells his name with 2 ‘r’s. I don’t.
    • He uses an apostrophe in his surname (OBrien) where as I don’t)

    This is important as Dell just emailed him and phoned him trying to get in contact with me. The waves of surrealism are lapping harshly on the shores of my patience at this stage. Thankfully Dr. D (as I will refer to him to avoid confusion) forwarded me the email he got which I’ve responded to. He’s used to it – the Admin team in the particular faculty had him listed to teach my class for a while on the on-line course tools.

    I’m am heartily impressed that Dell went to the trouble of going to the university website and looking up contact details for me… I mean him… I mean me… …. drat, now even I’m confused. Particularly as they already had my personal email address in the email correspondence I’ve had and associated with my order and the support cases I’ve raised.

    All of which made me decide to dig out an old slide I use in presentations on Information Quality that shows why I got interested in the issue in the first place.
    Why i got into information quality

    For those of you who can’t use the powerpoint viewer here, I’ve converted the slide to a gif for your viewing pleasure.
    Why I got into IQ slide gif

    Dr. D — If you’re reading this thanks for the email forward and I hope you find my slide ‘amusing’.

  • What the Dell… an actual response… from a human!!

    What are the odds?

    In the week that scientists tell us they have discovered a planet that might support alien life, I got a response from a live person in Dell. And not in their off-shored outsourced Call Centre neither… this one was from ‘Dell Central’. Rick (for that is his name) reached out to me from Round Rock Texas as that is his job – he is part of an Internet Outreach team. I’m impressed – it took 3 days for Rick to respond to me but I’m still waiting for Samuel (the phone support supervisor I eventually got to speak to last week) to get back to me after a week.

    They never write, they never call… don’t they love me anymore? 🙁

    Also, there is the small matter that Dell have not responded to my “Unresolved Issue” report (via Dell Support on-line) which was raised on the 13th of April – that’s 13 elapsed days… If I hadn’t heard from Rick I’d have started to think they just didn’t care, that they had my money and that was all that mattered. But Rick has, thus far, restored my faith somewhat. At least he was proactive in reaching out to me.

    Dell Wars Part IV – A New Hope (?)

    I’ve taken Rick up on his invitation to contact him about my issues. Hopefully he’ll have read the various blog posts here under Dell Hell and will be up to speed on the issues I’m having. I’ll keep my readers posted on how this Soap Opera plays out… of course, a soap opera is usually a work of fiction – this is a painful case of fact.

  • Election in the offing…

    There is an election in the offing here in Ireland. However there are (or rather should be) some concerns still about the quality of the electoral register.

    Over on the IQ Network site there is a short article about the importance of timeliness of information as a measure of its quality and accuracy..

    An important aspect of Information Quality – Timeliness
    IQ Network – the IAIDQ CoP in Ireland – Wednesday, 25 April 2007

    Also, on the Labour Party website there is a piece about issues uncovered in the door to door scrap and rework cleanup that was done late last year on the Electoral register…

    All in all I have an uneasy feeling, particularly as the fundamental root causes don’t seem to have been addressed.

  • What the…? – Irish Political coverage ignores the Elephant in the room

    I’m frankly baffled. We are in the run up to a General Election here in Ireland. All the media pundits are quoting 24th May as the date of the (as yet unannounced) election. This would require our parliament to be dissolved at the latest next week.

    Ireland runs a Proportional Representation/Single Transferable Vote system. It is built into our Consitution. There is a large body of legal opinion around the thresholds at which the ratio of elected representatives to number of people in a constituency breaches the Constitution. We are, it seems, at that point in 10 consituencies out of a total of 43. This has resulted in a Constitutional challenge in the High Court by two Independent TDs (Members of Parliament) to the holding of any election until the balance of Proportional Representation is restored through changes to the make up of Consituencies.

    The fact that key demographics had changed and there was a risk that the Electoral Constituency boundaries or numbers of representatives in each consituency might need to be altered was identified in September 2006 when the preliminary figures from our Census were published. There is no legal obligation on the Government to act or react to these however. The final Census figures were published on the 29th of March. These should be acted on or else there is the risk of any election being declared unconstitutional.

    The risk is that if the Dáil (our parliament) is dissolved prior to an election the running of which is declared unconstitutional until the parliament (the one that has been dissolved) addresses the issue of the Electoral contituencies then we could find ourselves with a bit of a governmental and Constitutional crisis.

    Yet the media continue to focus on the dog and pony show but ignore the Gorrilla in the room. The Executive arm of Government continues to barrel down the path to an election without any apparent appreciation of the risk that exists, both to the simple fact of an election and to the essence of our Constitution. Why has the existence of this Constitutional challenge not been publicised more? Why are the media giving the politicians sound-bite time to puff their agendas ahead of an election being called but they don’t ask the relevant politicians why we find ourselves at a juncture where the Constitutionality of our Electoral system is being challenged due a disproportionality in representation?

    The chronic lack of leadership and accountability on the part of the Government Minister charged with monitoring and managing how our Electoral Register and our Electoral Processes operate is shocking. However at least it is consistent with his lack of leadership and lack of willingness to be accountable for anything other than a soundbite on the news (he was going to ‘bash some heads together’ over the Galway water crisis apparently).

    To tie this back to my theme of Information Quality Management, Deming called on management to adopt a “constancy of purpose” and to wholeheartedly take on “the new philosophy” while breaking down barriers between people/organisations and driving out the fear that prevents the delivery of quality.

    Why does the relevant Minister seem to act in a manner that could only serve to drive in fear and increase the barriers that might exist that would prevent a good job being done? What is our incumbent Government’s purpose that they are constant to? What is the philosophy that they are pursuing?

    I’m off to Paddy Powers to place a bet that the Election won’t be called this side of June. Congratulations to Catherine Murphy and Finian McGrath for taking a stand on this issue.

  • Ding Dong Dell

    Deary me. Life with Dell just gets better and better. Not 2 hours after I finish writing up my experiences for the IAIDQ Q2 Newsletter then I find myself on the phone to a nice guy from Dell who is asking me about my DVD drive issues (phone call at 15:25 today approx).

    I had a feeling of dé ja vú, partly because I spoke to the same guy (or a sound-alike colleague) last Tuesday about that issue and agreed that it was resolved to my satisfaction. On Tuesday I tried to get a word in about my ongoing graphics card issue but was politely told to ‘send a email’.

    Today however I was transferred to the supervisor, whose name I took to be Samuel. Nice guy. very focussed on finding out my issues. He went into some detail explaining how ATI graphics cards take additional memory from the main system RAM as required so while it might be 128MB it can take extra from the system… then he realised I’d ordered 256MB dedicated video RAM and he became even more helpful and looked into it further.

    45 seconds later he came back to me to confirm that Customer Service had sent me a 128MB graphics card in error and that he would follow up and take care of it and would call me back on Monday.

    Now… what could be the root cause for someone in a call centre selecting the wrong thing from a list? Could it be that the systems and processes that exist for Dell service are not supportive of the staff’s best efforts to do their job right? If the system relies on a pick list or an alphabetic search then it is possible that this is a source of error in the process.

    All I know is that I have yet to talk to a Customer Service rep in Dell who sounds like they have a lot of pride in their work anymore. Samuel was the exception in recent times. Lucy (the tech support person I dealt with on day 1 about my DVD issues) was bright and perky but as a former call centre jockey myself I could sense an underlying tone of “we’ve been dropped in it again, why do I bother”.

    My experience is that Dell Customer service staff are all nice people who are trying to do the best job they can under pressure. I’ve been there myself as a call centre agent and supervisor – I know how it feels when the sytems don’t work, the data is wrong and the customer is furious at you – the representative of the behemoth. It is not a nice place to be in and it makes it hard to take pride in your work and be proud of who you work for. As a result, when you do spot the easy idea to help make things better you think “why should I bother? management don’t”

    My experience of errors and cockups from Dell suggests that the systems and processes that these people have to support them are letting them down. Poor quality processes, poor quality information and an increasing worry about the bottom line and profitability all weighs heavily on morale and pride. More importantly it drains money out of the organisation.

    I look forward to Monday. I may be naive but I am putting my trust in Samuel to follow through on his promise to sort this problem out. He sounded a bit shocked when he came back after looking at my customer service history. If they get it right this time then I might refrain from putting all of this into a conference presentation on the costs and impacts of poor Information Quality.

    Then again, maybe not. I could fill 3 hours at this stage.

    Current estimated cost of rework to deliver the laptop I ordered (ignoring warranty replacement of a defective dvd drive) is approx 44% of the purchase price of the laptop. No wonder margins are slipping in Dell.