The DOBlog

Tag: Quality Management/Information Quality

  • 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….

  • I’ll review you tuesday for a book today…

    I have noticed that I’ve been neglecting book reviews recently. This is in part due to other things eating up my time (such as my day job, my family and other extra curricular things) and in part due to my not having had time to put my reviews of the books I have been reading into a human-readable (as opposed to Daragh-readable) form.

    Among the books that I really want to get reviews up for are:

    Improving Data Warehouse and Business Information Quality by Larry P. English.

    this is one of the first and best books on Information Quality that I read. It sets a clear vision and roadmap for improving Information Quality in a sustainable way which challenges us to think bigger and better… I’ll say more in the full review.

    Data Quality for the Information Age by Tom Redman.

    This is the second book I read on Information Quality (Tom calls it Data Quality). The book is quite strong on real world case studies drawn from Dr Redman’s experiences and presents another robust framework for sustainable improvements in the quality of information. Again, once I get the full review blocked out I’ll say more.

    Information Quality, edited by Wang, Pierce, Madnick and Fisher

    A more ‘academic’ focussed book, this is a collection of papers more than a consistent narrative exposition of a methodology or framework. Some sections are very academic focussed and are of limited immediate practical benefit (note -immediate) while others present very interesting approaches to presenting and measuring the importance of information quality to your organisation. Again, the review is still in jottings stage but I’ll say more when I get a chance, hopefully over Christmas.

    Quality – 2nd Edition by John Beckford

    Quite possibly the best crash course primer on the fundamental teachings of Quality Management from Crosby to Stills Nash and Young Deming to Taguchi and beyond. I’m a proud owner of both the first edition (as an ebook) and the second edition (paperback) and the coffee stains on the book are a badge of honour. Summarises core practices and principles of various Quality teachers in a succint and readily digested manner. Again, I’ll say more when I have the time to put the full review together.

  • 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.

  • Electoral Constituencies

    There is a bit of a bru-hahah brewing over yonder at McGarr Solicitors. It appears that their offices are acting for Finian McGrath and Catherine Murphy in their challenge to the Constitutionality of the forthcoming (but still to be announced) General Election.

    What baffles me is that in September of last year there was strong indication in the preliminary census figures that this issue might arise. That’s nearly 8 months ago. As someone who managed projects for a living I’d LOVE to have a 8 month heads up that there might be a problem with a key project I was responsible for (I’m sure m’learned colleagues over at McGarr’s will advise us with whom the buck stops for running elections in this State).

    While I accept that there may have been legal impediments to actually implementing changes on foot of the preliminary census figures I would be interested to know what prevented some form of ‘exploratory’ review to develop a contingency plan should the final figures bear out the preliminary results (which on the whole they seem to have). This would have put the Minister in the position of being able, a la Blue Peter, to present ‘one he prepared earlier’ in terms of a plan and a series of recommendations which would require updating and a lesser degree of tweaking to reflect the final census figures. I invite the team in McGarr Solicitors to comment here to advise on what the likely legal obstacles might have been to a contingency planning committee being established to look at the risk raised by the preliminary census figures and devise a set of recommendations.

    The current proposal to amend boundaries etc. after the election approximates to locking the stable door after the horse has bolted, particularly in light of the current legal challenge.

  • Some good quality experiences

    I recently bought a case for my PDA from the lovely people at Proporta. Unfortunately, a few days after getting the case the belt clip disintegrated with the hinge part simply snapping off. I was dismayed.

    By co-incidence that day I received an email from one of Proporta’s customer service people following up on my order. I responded to the email and explained the situation. By return of email I was assured that some replacement belt clips were on the way and I am expecting them soon.

    Proporta have asked me if they can quote my feedback to them in their testimonials… and I say definitely they can as their process seems to be very customer focussed with a quick turn around on issues. I can’t help contrasting that with my experiences with Dell.

    The cost to Proporta of replacing the belt-clip is probably a lot less than the likely referrals or follow on sales that they will get as a result of the positive feedback (and link from this blog). I am likely to buy from them again myself.

    Good quality, be it in products or service, promotes growth and profitability. Well done Proporta.

  • Another Book Review…

    After my Dell rants of the last few posts I thought it appropriate to put up something that people might actually want to read. So I’ve plumped for another book review, particularly given the Quality Management focus of my tirades against the sheer ineptitude of Dell.

    The books I’ve chosen to review this time out are The Deming Management Method by Mary Walton and Out of the Crisis by W.Edwards Deming. I’ve also included a nod to Deming’s other major book The New Economics These are three classics of Quality Management literature and are well worth picking up if you can as an understanding of Deming is a good foundation for improving quality of pretty much anything.

    The Deming Management Method
    Deming_management_method_imageThis book is an excellent initial primer in the work of W. Edwards Deming. It covers off a biographical note on Deming, his 7 Diseases of Management, his 14 Points of Transformation and the infamous Red Beads experiment. It also contains case studies of a number of companies that applied the Deming methods.

    It clearly and concisely runs through a number of the key principles of Deming’s management philosophy and provides some good case study examples.

    One criticism is that it is showing its age somewhat (it was first published in the US in 1986) and some of the firms used in the case studies have not sustained the successes that they had achieved. This should not be taken as a criticism of Deming’s methodology however as it is clear from the history of Ford (for example) in recent years that they may not have maintained the constancy of purpose needed to truly embed quality practices in.

    However, as a quick introduction to the life and work of W.Edwards Deming this 244 page book is worth a look.

    Out of the Crisis
    On the other hand, if you want a more in-depth study of Deming’s management philosophy then the classic work is Out of the Crisis, Deming’s seminal work on the subject of Quality Management.
    out of the crisis image

    This book is a detailed treatise on the 7 Deadly Diseases of Management (see page 36) and the 14 Points of Management which counter those diseases. One draw back of this book is that much of the content is has its focus on manufacturing quality and less on service industry or non-physical product manufacturing. These issues were addressed by Deming in later books (which I will review in time). However the fundamental principles are well laid out and this book is a constant reference for me in my personal library.

    Overall – it is not possible to give a true assessment of Deming’s impact in just a few paragraphs. Those companies who have adopted and built on his 14 points have had great success. Dell might do well to order a few copies to see how they can constantly improve the quality of their products and services.

    The New Economics Image“The ideal companion to “Out of the Crisis” is Deming’s last book The New Economics. This is described by one reviewer on Amazon as Deming’s “spiritual legacy”. I can’t comment on that but what I will say is that this book represents a further maturing of the concepts in “Out of the Crisis”. However to fully grasp the concepts my personal feeling is that you need to read both books. Amongst other things, in The New Economics Deming changes “Plan Do Check Act” to a “Plan Do Study Act” cycle – for reasons he explains in The New Economics.

    Put this on your wishlist!

  • Oh D(h)ell… an update

    Dell Technician came to my office today. This was after a techie had called to my home last Thursday. When I was in London presenting at an Information Quality conference (does 2 speaking slots count as a keynote?).

    The fact that I was going to be away had been clearly communicated to Dell’s support people on Tuesday of last week. But a technician called to my (empty) home all the same. Even if my cat had been inclined to let him in (for only the cat was in residence), the laptop was with me because my presentations were on it.

    So a technician called to me today. He rang me and (shock) double checked where he was to go (my home or my office). Luckily I had beene expecting him and had the graphics card with me.

    So at this count, the cost to Dell of finishing (please note FINISHING, not FIXING) my laptop is at least the cost of 2 technician call outs and the cost of a graphics card. I gave Seamus (for that was his name) the 128MB card to take away as in my office, like many others, there is a resident technology guru/’liberator’ who would gladly have taken it home to put in an old machine of his. That has saved Dell a few euros.

    I will be packaging up the Desktop card and posting it to Dell at the weekend – increasing the cost to me of this laptop by the cost of that postage. However it is the honest and ethical thing to do, particularly as they have not given me any indication as to what the process is for returning things they sent me in error.

    What else would I do with a desktop graphics card in a house where my wife and I both have laptops?

    What else indeed?

    And I’ve also sorted out my DVD drive issues (on my own). As I had diagnosed back in the beginning, the culprit was the Roxio driver that Windows Vista was surpressing due to incompatibility. I uninstalled all of Roxio (for now) and everything worked fine again. I found on the Roxio site’s discussion forum that the real culprit is the Roxio “drag to CD” utility.