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Data Governance - For Improved Customer Service and Better Decision Making
Data Governance - For Improved Customer Service and Better Decision Making

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This is an age of growing next gen e-commerce platforms.

Whether it's online car selling or food delivery or online insurance, all such business models strive for excellence in their customer experience

But often it has been observed that some of the teams really outperform others when it comes to customer experience.

Let's assume you enquired about selling your old car via a similar platform, and the agent calls you back and asks for details (  name, location, car registration, year of purchase, current location, expected price, availability of documents, clearance from authorities). 

You provide them with all the details and are eager to close the deal with the best price 

But due to some reasons, you wish to keep this selling decision on hold for a few months. 

And after a few months, you call them again.

You would expect that since all the details have been shared earlier, they must be maintaining a database/repository to track every customer inquiry.

But imagine they ask you for the same details again, you provide them again and they assign an agent for physical verification.

The verification agent calls you the next day and again asks for the same details.

At a point in time, you feel a bit irritated as a customer.

 “Different teams and different agents with no common Data access and policy ultimately irritate the customer.”

It seems they do not have a consolidated profile of a customer's interaction with the company.

Such challenges call for a focus on Data Governance

By the way, what is Data Governance?

 “A system of decision rights and accountabilities for information-related processes, executed according to agreed-upon models which describe who can take what actions with what information, and when, under what circumstances, using what methods."

Or a simple one: “Data Governance is the exercise of decision-making and authority for data-related matters"

(Ref: Data Governance Institute)


Or even simpler: "Data Governance is the cross-functional discipline of managing, improving, monitoring, maintaining and protecting data

Data Governance Framework: 

A data governance framework is a collection of rules, processes, and role delegations that ensure privacy and compliance in an organization's enterprise data management. It broadly includes following

  • Policy 
  • Rules to implement Policy
    1. Data Protection Rules
    2. Governance Rules
  • Classification of the rules
    1. Business Term
    2. Data Classes

 

 

"Data Governance is going to be the focus in coming future for businesses who plan to improve their customer experience and decision making."

 

 

 


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Navjyot Mitter is Co-Founder of OPTIMISTIK INFOSYSTEMS, serving Learning needs of IT Companies since last 10 years. My core interest lies in designing and organizing professional level training programs for IT Teams, helping in their Technology Readiness Journey. In free time I don the hat of a Yoga Practitioner and like to be with my Yoga group.

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