AAccess-based authorization, 221–222Accountable Care Organizations (ACOs), 51Accounting

energy reserves, 140hydrocarbon, 140–141

“Active subscriber” definition, 300Actuarial decisions, data quality for, 43–44Affinity relationships, 189Aftermarket data, 70Agent data, insurance, 42–43AML as sponsor case study, 28Analytical metadata

defined, 313information governance around, 314–315managing, 313–315See also Metadata

Application consolidationgovernment cross-agency, 119–120information technology operations,

204–205Application retirement, 119–120Approval, workflow, 94Asset data

defense, 131governance case study, 79information governance case study, 168oil and gas, 141parts-standardization example, 79RACI matrix, 80standardization, 78–80travel and transportation, 112–113

Asset hierarchies, utilities, 169Asset management, 165Asset Management in the Utilities Industry,

163Authorization, 221–222Authorized signatories, 28–29Automated data validation, workflow, 92–93

BBaggage handling, data reliability, 109Bangladesh case study, 197Banking and financial markets

best practices, 12business environment, 11complexity costs, 11contact information, 16contacts, 15cost-to-income ratio lowering, 26–27credit risk, 15–18critical data elements identification, 292customer information management (CIM)

department, 13–15data quality improvement, 12–15data reliability improvement, 15–18demographics, 14emerging markets growth, 11hierarchy management, 16industry classification, 15–16information governance organization

establishment, 29–31information identity, 13needed transformation, 11party relationships, 14–15product hierarchy consistency, 25–26RACI matrix, 12–13regulation compliance, 27–29risk management information

trustworthiness, 19–25stewardship, 13success requirements, 11summary, 31total customer review provision, 18–19

Basel II, 16, 20-22, 24, 45Basel III, 20, 24Best practices

banking and financial markets, 11–31business case, 333–342

Index

Business Intelligence Competency Centers (BICCs), 288

business metadata, 298cross-agency, 117, 118–123data discovery, 298defense, 118, 129–132education, 118, 132–134finance, 193–199government, 117–134health and human services (HHS), 117–

118, 123–125healthcare, 51–66human resources, 225–228information security and privacy, 209–223information technology operations,

201–208insurance, 33–49legal and compliance, 229–243manufacturing, 67–82maturity assessment, 319–331metadata, 297metrics, 291–296NPI, 92oil and gas, 135–145operations, 245–252product management, 261–268retail, 83–103roles and responsibilities, 271–290sales and marketing, 179–192security, 118, 126–129supply chain, 253–259technical metadata, 298telecommunications, 147–161travel and transportation, 105–115utilities, 163–175

Billing addresses, 150Bill of materials (BOM)

case study, 72defined, 71responsibilities, 75

Business benefitsdetailed, identifying, 335qualitative, 335quantifiable, 335top-level, aligning, 336top-level, identifying, 334See also specific business benefits

Business casealigning to strategic corporate

initiatives, 334best practices, 333customer master data case study, 338detailed business benefits

identification, 335importance of, 333improvement impact on KPIs, 336–337information lifecycle governance case

study, 340–341key performance indicators (KPIs),

335–336project prioritization, 337–341security and privacy case study, 339summary, 342top-level business benefits

identification, 334Business customers

information governance over, 108single view of, 107–108

Business glossariesdeploying, 299IBM InfoSphere, 303, 304jumpstarting, 300–301maintaining, 302making active, 304scoping, 300

Business glossary manager, 315Business insight, 6Business intelligence (BI), 344Business Intelligence Competency Centers

(BICCs)advice and consultancy, 287

best practices and standards, 288business strategy alignment, 288centralization of infrastructure, 289communication and evangelism, 288community services, 288defined, 287education, 288enterprise technical architecture, 288establishing, 287–290functions, 287–289higher levels of self-service, 289–290information governance alignment, 288IT governance alignment, 288organizational structures, 290shared service centers, 289standardization, 289successful business case drivers, 289–290support, 288

Business metadatabest practices, 298business glossary, jumpstarting, 300–301business glossary, maintaining, 302business glossary, making it active, 304business glossary, scoping, 300business term linkage with technical

artifacts, 305history of definitions for terms, 302–303lifecycle management, 301rights management, 299See also Metadata

Business rules improvement case study, 257Business terms, linking with technical

artifacts, 305Business-to-business information, 87

CCall centers, 251Capability Maturity Model (CMM)

defined, 319illustrated, 320levels, 320–321

See also Maturity assessmentCard verification value (CVV), 215Case studies

“active subscriber” definition, 300AML as sponsor, 28asset data governance, 79Bangladesh, 197BOM governance, 72business case for governance of customer

master data, 338business case for information lifecycle

governance and security and privacy, 340–341

business case for security and privacy, 339business rules improvement, 257Christopher Columbus funding

request, 1–2combat-ready soldiers, 129counterparty exposure, 19credit risk management, 17–18custodians identification, 234customers-in-common data ownership, 71customers with multiple roles, 88data growth management, 204data protection at human services

department, 119data stewardship at software company, 82data stewardship over chart of

accounts, 195demand planning, 255DLP, 221drug movement, 77dynamic pricing, 268EMPI establishment, 57–58employee location data, 227employees, 226European Union Cosmetics Directive, 267flexible pricing of time deposits, 25–26FTEs by province, 120hierarchy information governance, 18–19

householding to reduce marketing spend, 87

Humpty Dumpty problem, 26–27improved retention rates, 41information governance around agent

data, 43information governance around

asset data, 168information governance around customer

data privacy, 251information governance around date of

birth, 36information governance around direct-

marketing consents, 39information governance around equipment

run times, 247information governance around fragmented

customer data, 149information governance around gender, 37information governance around hazardous

materials, 142information governance around high-value

guests, 106–107information governance around marital

status, 38information governance around net

worth, 37information governance around “next best

offer,” 185information governance around policy

expiration date, 45information governance around property

values, 248information governance around single

view of customer, 191–192information governance around small set

of business terms, 197information governance around

telecommunications network data, 155–156

information governance around value of loan collateral, 21–22

information governance around VMI, 258information governance charter, 277–278information governance for cruise ship

hierarchies, 111information governance maturity

assessment, 324–325information governance over business

customers, 108information governance over date of death

and mailing address, 124information governance to support citizen-

centricity, 125information governance versus information

management, 5inventory based on consistent barcoding

practices, 258job classifications, 226linking jumbo life insurance policies, 35managing test data, 206market segmentation at packaged food

manufacturer, 180materials data improvement, 256metadata value for telecommunications

network operations, 156multiple definitions of “child,” 121network performance for customer

churn, 152nutritional information governance, 73offshoring human resource

applications, 227one-time data stewardship, 252operational risk, 24planned lead time accuracy, 256privacy of customer churn data, 159privacy regulations, 212product development, 263–264protected health information, 212provider information governance, 56

rationalization of maintenance and logistics systems, 131

records management, 241records retention management, 240reference data governance, 357revenue assurance around number of calls,

158scorecard, 294ship-to-addresses, 69skunkworks information governance, 276store operations versus marketing, 85“underwear bomber,” 127vendor information governance around

payment terms, 198vendor SLAs, 99Virtual Lifetime Electronic Record

(VLER), 130volatility scores, 23

Categorization, workflow, 94CGOC process maturity model

collection and review, 237–238defined, 235legal holds, 236–237retention and information management,

238–239Chart of accounts consistency, 194–195Chief data officer

information trustworthiness, 281–283organizational chart for, 281reporting functions, 282

Chief data steward, 286Chief information security officer (CISO),

209Christopher Columbus funding request case

study, 1–2CMM. See Capability Maturity ModelCombat-ready soldiers case study, 129Commodities, in market risk, 23Consumer insight, 67Contact information

banking and financial markets, 15–16

healthcare, 53healthcare provider, 55insurance, 36manufacturing, 68–69retail, 86–87sales and marketing, 185supply chains, 258–259

Controller support, 194–195Corporate hierarchies,

telecommunications, 150Costing

manufacturing, 75retail, 98

Cost reductiongovernment cross-agency, 119–120telecommunications, 157

Cost-to-income ratiobanking and financial markets, 26–27case study, 26–27defined, 26

Counterparty exposure case study, 19Country-specific localization, 265Credit risk

defined, 20department, 21in hierarchy management, 16management case study, 17–18scores, 20

Crew scheduling, 250Cross-agency best practices

application consolidation, retirement, and data archiving, 119–120

armed forces, 121child welfare services agency, 121cost reduction, 119–120data definitions consistency, 120–121defined, 117department of defense, 121information governance organization

establishment, 121–123provincial health system, 121

sensitive information safeguards, 118–119social services agency, 121veterans agency, 122See also Government

Current Good Manufacturing Practice (CGMP), 78

Custodians identification case study, 234Customer churn data privacy case study, 159Customer data

customer integration department, 184improved retention rates and, 41integration, 183privacy case study, 251reliability in corporate banking, 15–18sales and marketing, 179–180

Customer duplicates, managing, 186–187Customer hierarchies, 160Customer information files (CIFs)

information technology operations, 204insurance, 35, 39

Customer information management (CIM) department, 13–15

Customersdata reliability, 15–18experience, 149–152integration, 180–184manufacturing, 67preferences, 150privacy, protecting, 186profitability, 38

Customers-in-common data ownership case study, 71

Customers with multiple roles case study, 88Cyber-attack prevention, 218–219

DData architecture, 4Database monitoring

access policies, 218banks, 217

change tracking, 216credit card companies, 217cyber-attack prevention, 218–219exception policies, 218extrusion policies, 218health plans, 217industry examples, 217periodic log reviews versus, 216–217pre-configured policy, 219privileged users, 216retailers, 217telecommunications carriers, 217unauthorized access, 215–218See also Information security and privacy

Data consolidation, 204–205Data custodian

defined, 286job description, 286–287

Data definition consistencygovernment cross-agency, 120–121healthcare, 60–61

Data discoverybest practices, 298for entity-relationship (ER) diagrams, 305inconsistencies and exceptions, 308lineage, 306–308process, 305by reverse-engineering primary-foreign

key relationships, 305–306sensitive data location identification, 306software tools, 346–347tools, age of, 305See also Metadata

Data governancebusiness insight, 6coalescence around, 7owners of, 6term limitation, 6types of content, 6See also Information governance

Data growth management case study, 204

Data inconsistencies and exceptions, 308Data integration, 4Data lineage

administrator role, 316discovery, 306–308leveraging metadata for, 309–310

Data Loss Prevention (DLP) strategiescase study, 221defined, 351implementing as last line of defense,

210, 221Data masking, 220Data modeling

defined, 4software tools, 346

Data profiling, 6Data protection at human services department

case study, 119Data quality improvement

for actuarial decisions, 43–44banking and financial markets, 12–15defense, 130employee data, travel and transportation,

113–114finance, 197–198health, safety, and environmental (oil and

gas), 142–143health and human services (HHS),

124–125human resources, 227insurance, 34–42insurance agent, 42–43location data, travel and transportation,

113–114oil and gas, 138–139, 142–143operations, 250product management, 266–267supply chains, 259telecommunications, 154–158underground data (oil and gas), 138–139

Data quality software tools, 347–348

Data reliability improvementbanking and financial markets, 19–25insurance policy administration, 44–45travel and transportation, 109–110

Data standardization, 139–140Data stewards

appointing, 295–296assigning, 302as de facto operator, 280roles and responsibilities, 285–286

Data stewardshipaligned by IT system, 279aligned by master data entity, 279aligned by organization, 279business benefits, 82case study, 82chart of accounts case study, 195combination configuration, 280community, 81configuration by IT system, organization,

master data entity, or a combination, 278–280

executive sponsor role, 280as first seeds, 278identifying, 302information governance charter, 277–278maturity model, 278oil and gas, 144one-time, case study, 252role importance, 280

Data trustworthinesschief data officer management of, 281–283for claims adjudication, 44finance, 196–197risk management, 19–25travel and transportation, 110utilities, 171–174

Data warehousing, 6Date of birth, 35–36Decentralized information governance, 274

Defense best practicesactive-duty personnel view

consistency, 129data quality improvement, 130defined, 118governance and naming convention

consistency, 131parts inventory management, 132veterans’ quality of life, 130See also Government

Defense in depth, 210Definition consistency, 60–61Delivery operations, 110Demand planning, 255Demand signal repositories (DSRs), 75–76Demographic information, 86Demographics

banking and financial markets, 14telecommunications, 150

Detecting Insider Threat and Collusion with IBM InfoSphere Entity Analytic Solutions, 114

Document retention, 28Downstream operations, oil and gas, 141Drug movement case study, 77Drug traceability, 76–77Dynamic pricing case study, 268

EEducation

alumni contact information benefits, 134best practices, 118Business Intelligence Competency Centers

(BICCs), 288information governance organization

establishment, 133–134student view establishment, 132–133See also Government

Effective dates reliability, 228Electronic Medical Records (EMRs), 60–61

Employee location data case study, 227Employees case study, 226Encryption, sensitive data, 214–215Energy reserves accounting, 140Enrichment, workflow, 94Enterprise architectures

information security and privacy, 213software tools, 346

Enterprise asset management, 346Enterprise assets, 3, 6Enterprise master patient index (EMPI)

case study, 57–58in data quality improvement, 57defined, 57HHS establishment, 125illustrated example, 58implementation, 57

Enterprise Resource Planning (ERP), 345–346Environmental Protection Agency (EPA), 143Equipment data, 139–140European Union Cosmetics Directive, 267Evolving topics, 189Executive data stewardship sponsor, 285Executive sponsorship

importance of, 333role in data stewardship, 280

eXtensible Business Reporting Language (XBRL), 196

FFinance

best practices, 194budgeting and planning, 196–197CFO, 193–194chart of accounts consistency, 194–195controller support, 194–195global accounting standards, 196information accuracy enhancement,

195–196information integration, 193

information quality improvement, 197–198information trustworthiness, improving,

196–197organizational chart, 194purchasing support, 198–199regulatory compliance, 195–196roles, 193–194summary, 199vendor information quality, 198–199See also Banking and financial markets

Firmographic informationmanufacturing, 68telecommunications, 150

Fleet management, 109Flexible pricing of time deposits case

study, 25–26Fraud, monitoring applications for, 219FTEs by province case study, 120Fuel operations, 109

GGender, 37Geography, in market risk, 22–23Geospatial information, 169Global Distribution System (GDS)

providers, 110Global manufacturer PIM solution case

study, 266Global Trade Item Number (GTIN), 96–97Government

best practices, 117–118critical data elements identification, 293cross-agency best practices, 117, 118–123defense best practices, 118, 129–132education best practices, 118, 132–134health and human services (HHS) best

practices, 117–118, 123–125security best practices, 118, 126–129summary, 134

Group information, healthcare, 53

HHardware security modules (HSMs), 215Hazardous materials

chemical manufacturer case study, 142manufacturing, 75retail, 97

Health and human services (HHS) best practices

data quality improvement, 124–125defined, 117–118enterprise master patient index

(EMPI), 125waste, fraud, and abuse prevention,

123–124See also Government

Healthcareasset governing, 62–63best practices, 52business models, 51–52chief medical information officer

(CMIO), 65contact information, 53critical data elements identification, 293database monitoring, 217data reliability improvement, 54–56definition and data consistency, 60–61enterprise master patient index

(EMPI), 57–58group information, 53health and wellness information, 53–54HIE support, 61ICD-9 to ICD-10 transition, 59–60identity information, 53information governance organization

establishment, 63–64information governance organization for

alignment, 65payers, 51producers, 63prospect information, 52–53

summary, 66360-degree view of producer, 63unauthorized access guard, 59

Healthcare providerscost and quality information, 55credentialing, 55data aspects, 54–56defined, 51enterprise asset management, 62–63governing asset use within, 62–63information governance case study, 56ownership information, 56

Health Information Exchange (HIE)advantages, 61–62defined, 51HHS support, 125information governance, 62support, 61–62

Health Insurance Portability and Accountability Act (HIPAA), 59, 64

Health plan membersdefined, 51implementation business benefits, 54

HHS. See Health and human services best practices

Hierarchiesasset, 113common definition in travel and

transportation, 110–111corporate, telecommunications, 150customer, telecommunications, 160product, telecommunications, 160product management, 265–266supply chains, 259

Hierarchy information governance case study, 18–19

Hierarchy managementbanking and financial markets, 16credit risk in, 16insurance, 44product, 71products, 265–266

History of definitions for terms, 302–303Hot buttons, 7Householding information, 87Householding to reduce marketing spend case

study, 87Household structure, 151Human resources

best practices, 225effective dates reliability, 228employee information safeguards, 227employee location data quality, 227information governance around employee

type, 226job classification code updating, 226social media analytics, 228as steward for employee data, 225summary, 228

Humpty Dumpty problem case study, 26–27Hydrocarbon accounting, 140–141

IIBM Atlas, 349IBM Atlas eDiscovery Policy Federation

Framework, 350IBM Classification Module, 350IBM Cognos Business Viewpoint,

313–314, 348IBM Content Analytics, 344IBM Content Collector, 349IBM Database Encryption Expert, 351IBM Datacap, 349IBM eDiscovery Management Solution, 349IBM FileNet Capture, 349, 350IBM Information Governance and Disposal

for IT, 350IBM Information Governance Council

Maturity ModelAudit Information Logging and Reporting,,

322, 331Business Outcomes, 321, 325categories, 321–322

Classification and Metadata, 322, 330Data Architecture, 321, 330Data Quality Management, 321, 328Data Risk Management, 321, 326–327defined, 321illustrated, 322Information Lifecycle Management, 321,

328–329Information Security and Privacy, 321, 329inter-related groups, 322Organizational Structures and Awareness,

321, 325Policy, 321, 327–328sample use of, 323in scoping maturity assessment, 324Stewardship, 321, 326system of record (SOR), 323See also Maturity assessment

IBM InfoSphereBusiness Glossary, 303, 304, 348Data Architect, 305, 346Discovery, 306, 308, 346–347Discovery Transformation Analyzer, 307Gardium Data Redaction, 351Information Analyzer, 346–347Master Data Management for Product

Information Management, 351Master Data Management Server, 351Metadata Workbench, 310, 311, 348Optim Data Growth Solution, 349Optim Data Masking Solution, 351Optim Test Data Management

Solution, 350QualityStage, 348

IBM Initiate Master Data Service, 351IBM Maximo Asset Management, 346IBM Rational System Architect, 346IBM Records and Retention Management

Solution, 349IBM Retention Policy and Schedule

Management, 350, 351

IBM Retention Policy Federation Framework, 350

IBM Smart Archive, 349IBM SPSS, 344IBM Tivoli Access Manager, 351IBM Tivoli Federated Identity Manager, 351IBM Tivoli Identity, 351IBM Tivoli Security Information and Event

Manager (TSIEM), 351IBM Unica, 346IBM/World Wide Retail Exchange

(WWRE), 89Identity-based authorization, 221–222Identity information

healthcare, 53healthcare provider, 54insurance, 34–35in market risk, 22retail, 85telecommunications, 149

Impact analysis, 310–311Industries

classification, 15–16in market risk, 23See also specific industries

Informationarchitecture consistency, 207defined, 4disciplines, 4as enterprise asset, 3identity, 13lack of business ownership, 4

Information accuracyfinance, 195–196product data, 89–98

Information-centric applicationsanalytics, 344business intelligence and performance

management, 344enterprise asset management, 346enterprise resource planning, 345–346

marketing automation, 346overview, 343summary, 357

Information governanceagent data case study, 43business customers case study, 108charter formalization, 276–278citizen-centricity support case study, 125cruise ship hierarchies case study, 111customer data privacy, 251date of birth case study, 36date of death and mailing address case

study, 124defined, 2direct-marketing consents case study, 39equipment run times, 247fragmented customer data case study, 149gender case study, 37by geography, 273hazardous materials case study, 142healthcare provider case study, 56high-value guests case study, 106–107hot buttons, 7information management versus, 3–4, 5introduction to, 1–7large telecommunications operator, 275marital status case study, 38maturity assessment. see maturity

assessmentmedia conglomerate, 274multi-tier structure, 272–276net worth case study, 37“next best offer,” 185policy expiration date case study, 45poor, 1prerequisites, 2–3property values, 248regulatory drivers, 241–242single view of customer, 191–192small set of business terms, 197

telecommunications network data case study, 155–156

value of loan collateral case study, 21–22vendor, 198–199vendor payment terms, 198VMI, 258

Information governance charteraspects, 276case study, 277–278defined, 276formalizing, 276–278

Information governance council, 284Information governance officer, 283–284Information governance organization(s)

airline, 115banking and financial markets, 29–31decentralized, 274European operations of oil and gas

company, 145European telecommunications carrier, 160financial service subsidiary, 102government cross-agency, 121healthcare, 63–64insurance, 48at major retailer, 103manufacturing, 80–82mid-sized bank, 29at mid-size non-teaching health system, 65multi-line insurer, 48multinational bank, 30multiple, by business unit, 273–274multiple, by function, 275multiple, by geography, 273at non-for-profit university, 133oil and gas, 143–145retail, 101–103single, at corporate level, 272single, global ERP instance

manufacturer, 81smart meter roll-out, 174tax and revenue department, 123

telecommunications, 159–160travel and transportation, 114–115U.S. health plan, 64utilities, 174

Information governance software toolsdata discovery and profiling, 346–347data modeling, 346data quality, 347–348enterprise architecture, 346information lifecycle management,

348–350master data management (MDM), 352–355metadata, 348overview, 344reference data management, 356–357security and privacy, 350–351summary, 357

Information governance working group, 285Information leveraging

in case study, 6defined, 3sales and marketing, 184–186

Information lifecycle governancebeneficiaries of, 232clear objectives, 231–233defined, 230departmental silos plaguing, 233emergence as discipline, 230as enterprise initiative, 232–233executive sponsorship drivers, 232importance of, 229–230maturity assessment, 235–239

Information lifecycle managementcontent collection and classification,

349–350defined, 4, 348ERP, 345integrated disposition enablement, 350inventory of obligations, 348legal, retention, and privacy policy

syndication, 350

legal holds and evidence collection, 349platform components, 348–350records and retention management, 349software tools, 348–350test data management, 350value-based archiving, 349

Information managementinformation governance versus, 3–4information governance versus case

study, 5telecommunications, 157

Information optimizationin case study, 5defined, 2–3

Information securityin case study, 6defined, 3

Information security and privacyauthentication, authorization and audit

facilities, 221–222best practices, 210–211business and regulatory drivers, 211–212CISO, 209data-at-rest/data-in-motion encryption,

214–215database monitoring (attack prevention),

218–219database monitoring (unauthorized access),

215–218Data Loss Prevention (DLP)

strategies, 210data masking, 220defense in depth, 210DLP strategy, 221fraud monitoring, 219information-centric, 210information governance participation, 213intrusion detection, 223security information and event

management (SIEM), 222–223sensitive data discovery, 214

sensitive information safeguards, 219, 220stakeholders, 213summary, 223

Information Technology Infrastructure Library (ITIL), 222

Information technology operationsapplication consolidation, 204–205archiving strategy, 202–203best practices, 201–202CIOs, 201data consolidation, 204–205information architecture consistency, 207legacy applications retirement, 202storage cost reduction, 202–203summary, 208test data sets support, 205–207

Institute of Asset Management, 140Insurance

best practices, 34capital adequacy regulations compliance,

45–47contact information, 36critical data elements identification, 292customer information management, 33customer profitability, 38data quality enhancement, 42–43data quality for actuarial decisions, 43–44data quality improvement, 34–42data reliability improvement, 44–45data trustworthiness, 44date of birth, 35–36gender, 37growth challenges, 33identity information, 34–35information governance organization

establishment, 48–49IT and business interests alignment, 48net worth, 37policy administration, 44–45privacy preferences, 38–39products, 34

rules of visibility, 39summary, 49

Internal audit management, 243International Classification of Diseases (ICD)

defined, 59ICD-9 to ICD-10 transition, 59–60

International Financial Reporting Standards (IFRS), 196

Intrusion detection system (IDS), 223Inventory based on consistent barcoding

practices case study, 258Item retrieval, NPI best practice, 92Item review, workflow, 93

JJob classifications case study, 226

KKey performance indicators (KPIs)

actionable, 293aligning to top-level business benefits, 336auditable, 293best practices, 291defined, 291digestible, 293maturity impact improvement on, 336–337in quantifying business value, 335–336timely, 293

Know Your Customer (KYC), 27–28

LLead management, 190Legacy applications, retiring, 202Legal and compliance

best practices, 231clear objectives for information lifecycle

governance, 231–233country-specific regulations, 241–242industry-specific regulations, 241–242internal audit management, 243

legal holds as enterprise, 234maturity assessment, 235–239records management strategy, 239–241sensitive information safeguards, 243summary, 243traceability, 243

Leverage job descriptionschief data steward, 286data custodian, 286–287data steward, 285–286executive data stewardship sponsor, 285information governance council, 284information governance officer, 283–284information governance working

group, 285See also Roles and responsibilities

Lifecycle management, 301Linking jumbo life insurance policies, 35Liquidity risk

assessment, 25data quality in accessing, 24–25defined, 24management, 24proxy for, 25

Location dataemployee, 227travel and transportation, 111–112

Low voltage concentrator (LVC), 173

MMaintenance change requests, 249–250Maintenance data, 169Maintenance steering committee, 249Manufacturing

aftermarket data, 70asset nomenclature standardization, 78–80attribute responsibilities, 74–75attributes, 72best practices, 68commonalities, 67–68consumer insight, 67

contact information, 68–69contractual terms, 70critical data elements identification, 292customer attributes, 68–70customer-centric initiatives, 68–71customer duplicates and hierarchies, 69customers, 67demand signal repositories, 75–76firmographic information, 68hazardous materials, 75industries, 67information governance organization

establishment, 80–82plant operations, 75pricing, 70, 75product development, 67product management, 74–75product management support, 71–76regulation compliance, 68, 76–78service after sales, 68summary, 82supply chain, 68, 75territory alignment, 70trade promotions, 67vendors, 75warranty data, 70

Marketing automation, 346Marketing campaigns

customer data improvement, 186effectiveness, 184–186leads, real-time monitoring, 186in leveraging information, 184

Marketing expenditures, 84–88Market risk

defined, 22key attributes, 22–23

Market segmentationpackaged foods manufacturer case

study, 180sales and marketing, 179–180

Master data management (MDM)activities, 353–355architectural approaches, 352–353data stewardship, 279defined, 4master data, 352master data domain, 352software tools, 352–355virtual, 125

Materials data improvement case study, 256Maturity assessment

best practices, 319Capability Maturity Model (CMM),

319–321case study, 324–325CGOC process maturity model, 235,

236–239conducting, 319defined, 319IBM Information Governance Council

Maturity Model, 321–323information lifecycle governance

processes, 235–239levels, 235sample, 323scoping to manageable size, 324–325summary, 331

Maturity assessment questionnaireAudit Information Logging and

Reporting, 331Business Outcomes, 325Classification and Metadata, 330Data Architecture, 330Data Quality Management, 328Data Risk Management, 326–327Information Lifecycle Management,

328–329Information Security and Privacy, 329Organizational Structures and

Awareness, 325Policy, 327–328

Stewardship, 326Medical Loss Ratio (MLR), 60, 61Metadata

administrator role, 315analytical, 313–315best practices, 297–298business, 298–305business case for supporting, 316–317business glossary manager role, 315data discovery, 298, 305–308data lineage administrator role, 316defined, 297enterprise sources and processes, 297initiative benefits, 317management, 345–346operational, 312roles for managing, 315–316software tools, 348summary, 317technical, 298, 308–311telecommunications network operations

case study, 156Metrics

best practices, 291–292critical data elements identification,

292–293data stewards for improving, 295–296improving over time, 295–296information governance charter, 277key performance indicators (KPIs), 291scorecard, refreshing, 296scorecard monitoring, 294–295summary, 296

Micro-merchandising, 265Microsoft SharePoint, 350Multiple definitions of “child” case study, 121Multi-tier structure

decentralized by business unit, 274establishing, 272–276multiple organizations by business unit,

273–274

multiple organizations by function, 275multiple organizations by geography, 273single organization, corporate level, 272skunkworks organization, 275–276

NNational Information Exchange Model

(NIEM)components reuse within, 129defined, 128

Nationwide Health Information Network (NHIN), 125

Network performancecustomer churn case study, 152telecommunications, 151

Net worth, 37New production introduction (NPI)

best practices, 92defined, 89inefficiencies, 89–90item retrieval, 92PIM benefits, 91publication, 95–98solutions, that cause problems, 90–91workflow, 92–94

Nuclear document security, 171Nuclear industry

document security, 171quality assurance documentation, 171

Nutritional information, manufacturing, 72–73

OObjectives alignment

in case study, 6defined, 3

Offshoring human resource applications case study, 227

Oil and gasaccounting of energy reserves, 140

as asset-intensive industry, 137, 139best practices, 138downstream operations, 141energy demand, 135environmental footprint, reducing, 136equipment data, 139equipment data standardization, 139–140exploration improvement, 135–136health, safety, and environmental data

quality improvement, 142–143hydrocarbon accounting, 140–141information governance organization

establishment, 143–145information integration, 136product, customer, and asset data, 141recovery enhancement, 136regulatory compliance, 143summary, 145support functions, 137underground data quality, 138–139value chain, 137vendor data, 141

One-time data stewardship case study, 252Operational efficiencies, 251–252Operational metadata, 312Operational risk, 23–24Operations

asset availability, 250asset data quality improvement, 246–250best practices, 245–246call center, 251crew scheduling, 250customer service environments, 250data quality improvement, 250defined, 245electronic catalog, 248information governance use, 247mailings and fulfillment, 252maintenance, repair and operations (MRO)

inventory, 246maintenance change requests, 249–250

maintenance steering committee, 249nonmenclature standardization, 246–250operational efficiencies, 251–252parts inventory management, 248route planning, 252scope of functions, 245summary, 252

Order management, 190Organizational buy-in, 7

PPackaging, retail, 98Parts inventory management, 248Party relationships, 14–15Payment Card Industry (PCI) regulations, 100Payment Card Industry Data Security

Standard (PCI DSS), 212Performance management

telecommunications, 154–157tools, 344

Planned lead time accuracy, 256Policy formulation

in case study, 5defined, 2

Power outage reporting, 172–174Practice information, healthcare provider, 55Predictive analytics tools, 344Pricing

dynamic, case study, 268manufacturing, 75negotiations, supply chains, 258–259real-time, 267retail, 98

Prioritization, project, 337–341Privacy preferences, 38–39Privacy regulations case study, 212Private keys, 214Product catalogs

functional areas, 152–153sanitized business benefits of, 154

telecommunications operators, 153Product data

accuracy, 89–98inefficiencies, 89–90See also Retail

Product hierarchiesbanking and financial markets, 25–26retail, 96telecommunications, 160

Product information management (PIM)alerts, 262country-specific localization with, 265defined, 261global manufacturer case study, 266micro-merchandising with, 265retail business benefits, 264retail implementation, 91time-to-market benefits, 264

Product managementbest practices, 262bill of materials (BOM), 71–72concepts and development, 74–75country-specific localization, 265defined, 261hierarchies, 265–266lifecycle, 74manufacturing attributes, 72micro-merchandising, 265nutritional information, 72–73out-of-stocks reduction, 264PIM and, 261product data quality improvement,

266–267product data standardization, 265–266product hierarchies, 71, 75product introductions, 262–264productivity increase, 264reporting and analytics, 265–266sales enhancement, 264sensitive information safeguards, 266summary, 268

support, 71–76workflows, 267–268

Productsbusiness rules approval, 267–268descriptions, 97development, 67development case study, 263–264images, 98new introduction of, 262–263relationship, 98standardization, 152–154status, 98types, 97

Promotions, 98Prospect information, healthcare, 52–53Protected health information case study, 212Publication

costing and pricing, 98Global Trade Item Number (GTIN), 96–97hazardous materials, 97NPI process, 95–98packaging, 98product description, 97product hierarchies, 96product images, 98product relationships, 98product status, 98product type, 97promotions, 98RACI matrix, 95vendor certifications, 97vendor name and identifier, 97weight and dimensions, 97See also New production introduction

(NPI)Publicly Available Specification (PAS)

55, 140Public Utilities Commission (PUC), 172Purchase history information, 88

RRACI (responsible, accountable, consulted,

informed) matrixasset data, 80manufacturing, 73–74retail, 95–96retail bank customer data, 12–13

Rationalization of maintenance and logistics systems case study, 131

Recharge data, telecommunications, 152Records management

departmental silos plaguing, 230–240importance of, 239insurance company case study, 241life sciences case study, 240strategy, 239–241

Reference data managementcase study, 357data examples, 356defined, 4software tools, 356–357

Regulation complianceauthorized signatories, 28–29banking and financial markets, 27–29document retention, 28global financial crisis, 28insurance, 45–47Know Your Customer (KYC), 27–28legal and compliance, 241–242manufacturing, 68oil and gas, 143product management, 266–267security and privacy, 27Solvency II, 45–47utilities, 171–174

Regulatory drivers, information governance, 241–242

Retailbest practices, 84business-to-business information, 87

as competitive business, 84contact information, 86–87critical data elements identification, 292custom-centric program benefits, 88customer data attributes, 85–88database monitoring, 217demographic information, 86Global Trade Item Number (GTIN), 96–97householding information, 87identity information, 85information generation, 83information governance organization

establishment, 101–103information quality improvement, 100–101marketing expenditure optimization, 84–88Payment Card Industry (PCI)

regulations, 100PIM, 91PIM business benefits, 264product hierarchies, 96purchase history information, 88RACI (responsible, accountable, consulted,

informed) matrix, 95–96sensitive information safeguards, 100store location information quality, 100–101success, 83summary, 103systems environments, 90vendor information reliability, 98–99

Retention rates case study, 41Revenue assurance

number of calls case study, 158telecommunications, 157–158

Rights management, 299Risk management

Basel II, 20chief risk officer, 20credit risk, 20–22, 198factors, 19–20information quality improvement, 197–198information trustworthiness, improving, 19

liquidity risk, 24–25market risk, 22–23operational risk, 23–24vendor risk, 197See also Banking and financial markets

Roles and responsibilitiesbest practices, 271–272Business Intelligence Competency Centers

(BICCs), 287–290charter formalization, 276–278data stewardship configuration, 278–280information trustworthiness, 281–283leverage job descriptions, 283–287multi-tier structure, 272–276questions, 271summary, 290

Routing planning, 252Rules of visibility, insurance, 39

SSales and marketing

affinity relationships, 189best practices, 179centralized marketing, 181–182commissions, 191contact information, 185credit limits, 190–191customer data quality, 179–180customer duplicates management, 186–187customer integration, 180–184customer integration department, 183customer view, 180–184data leveraging, 184–186email marketing, 180–181evolving topics, 189inside sales, 190integrated data requirement, 182integrated multichannel communications

strategy, 182lead management, 190

marketing campaign effectiveness, 184–186

market segmentation improvement, 179–180

order management, 190productivity improvement, 190–192sentiment analysis, 189silos, 182social media, 188–189success stakes, 179summary, 192territory alignment, 190

Sales and operations planning (S&OP), 254–255

Sarbanes-Oxley (SOX), 195, 309–310Scorecarding, 258Scorecards

case study, 294–295developing, 294–295illustrated example, 295refreshing, 296

Securitycyber threats, 172defined, 118fragmented data, linking, 126–129National Information Exchange Model

(NIEM), 128, 129nuclear documentation, 171relationships between data, 126–129smart grid, 3, 171See also Government

Security and privacyERP, 345regulation compliance, 27software tools, 350–352

Security information and event management (SIEM)

defined, 222information governance policies, 223platform, 222–223

Sensitive datacompounded with other elements, 214discovery, 214encryption, 214–215

Sensitive information safeguardsgovernment cross-agency, 118–119human resources, 227information security and privacy, 219, 220legal and compliance, 243operations, 250–251product management, 266retail, 100telecommunications, 158–159travel and transportation, 108

Sentiment analysis, 189Service Target Performance Incentive Scheme

(STPIS), 173Ship-to-addresses case study, 69Single view

business customers, 107–108customer, 191–192education, 132–133traveler data, 106–107

Skunkworks organization, 275–276SKU setup, workflow, 93Smart meters, utilities, 164–165Social media

human resources, 228in product business rules approval, 268sales and marketing, 188–189telecommunications, 152

Solvency IIdefined, 45, 46information governance applicability to, 47primer, 46regulation compliance, 45–47three-pillar approach, 46

Stakeholdersaccounts payable as, 99buy-in from, 7in critical elements identification, 292–293

information security and privacy, 213travel and transportation, 106–108

Storage costs, reducing, 202–203Store location information, retail, 100–101Store operations versus marketing case

study, 85Supply chains

best practices, 253contact information, 258–259contract renewals support, 258–259cost containment, 253customer intimacy, 254eco-sustainability support, 259globalization, 254growth of, 253hierarchies, 259hierarchy information, 259information quality improvement, 259information trustworthiness, 256–258manufacturing, 68, 75pricing negotiations support, 258–259risk, 254sales and operations planning (S&OP),

254–255scorecarding, 258–259summary, 259vendor groupings, 259vendor information, 258–259Vendor Managed Inventory (VMI),

257–258Vendor Master Agreements, 259visibility, 253

System Average Interruption Duration Index (SAIDI), 173

TTechnical metadata

best practices, 298defined, 308leveraging for data lineage, 309–310leveraging for impact analysis, 310–311

See also MetadataTelecommunications

best practices, 148billing address, 150business definitions, 159business process modification, 148business term consistency, 156corporate hierarchies, 150cost reduction, 157critical data elements identification, 293customer experience improvement,

149–152customer hierarchies, 160customer preferences, 150database monitoring, 217data quality challenge, 159data quality improvement, 157–158data reliability improvement, 154–157demographic data, 150firmographic information, 150household structure, 151identity information, 149industry challenges, 147–161industry convergence, 147information governance organization

establishment, 159–160information management, 157network data business benefits, 157network data flows, 156network performance, 151network probes, 155OTT service providers and, 148performance management, 154–157product catalogs, 152–153product hierarchies, 160product standardization, 152–154recharge data, 152requirements for real-time capabilities,

147–148revenue assurance support, 157–158sensitive information safeguards, 158–159

social network data, 152summary, 161usage rates, 151

Test databusiness benefits from management, 207case study, 206comparisons before/after, 206creation support, 205–207masking and transforming, 206referential integrity, 206

Top-level business benefitsaligning, 336in case studies, 338, 339identifying, 334

Total customer view, 18–19Traceability, 243Trade promotions, 67Travel and transportation

asset data standardization, 112–113baggage handling, 109best practices, 105–106core maintenance and operations support,

112–113data reliability improvement, 109–110data trustworthiness, 110delivery operations, 110employee data quality, 113–114enterprise integration, 113executive sponsorship, 106–107fleet management, 109fuel operations, 109hierarchy definition, 110–111industry segments, 105information governance organization

establishment, 114–115location data quality, 111–112optimization of spare parts inventory, 113process optimization, 112regulatory compliance, 112revenue management, 110sensitive information safeguards, 108

stakeholder identification, 106–108summary, 115tracking, 112

Traveler dataprotecting, 108single view of, 106–107

Trusted platform modules (TPMs), 215

U“Underwear bomber” case study, 127Universal Service Order Codes (USOCs), 153Usage data, telecommunications, 151Utilities

asset categories, 165, 166, 167asset condition, 169asset data improvement, 165–170best practices, 164central system, 173crew management and scheduling

efficiency, 170customer billing quality, 170distribution assets, 167electronic meter, 173energy value chain, 163–164enterprise asset management system, 170event synchronization, 173facilities, 166fleet assets, 166geospatial information, 169industry issues, 163information governance council, 174information technology, 166information trustworthiness, improving,

171–174location and asset hierarchies, 169loss of instance of outage data, 173low voltage concentrator (LVC), 173mailing cost reduction, 170maintenance data, 169nuclear document security, 171

nuclear quality assurance documentation, 171

policies to leverage, optimize, and secure data, 164–165

power outage reporting, 172–174production and delivery of assets, 166Public Utilities Commission (PUC),

165, 172regulation compliance, 171–174regulations, 172self-healing, 172Service Target Performance Incentive

Scheme (STPIS), 173smart grid3 security, 171smart meters, 164–165summary, 175System Average Interruption Duration

Index (SAIDI), 173trusted data, 170

VValue at Risk (VaR), 22Vendor Managed Inventory (VMI)

case study, 258defined, 257

Vendor Master Agreements, 259Vendors

certifications, 97information quality, 198–199information reliability, 98–99manufacturing, 75name and identifier, 97oil and gas, 141payment terms case study, 198risk, 197SLAs case study, 99

View consistency, 129Virtual Lifetime Electronic Record (VLER)

case study, 130Volatility scores case study, 23

WWarranty data, manufacturing, 70Waste, fraud, and abuse prevention (HHS),

123Workflow

approval, 94automated data validation, 92–93categorization, 94enrichment, 94item review, 93NPI process, 92–94product business rules approval, 267–268SKU setup, 93See also New production introduction

(NPI)