Starting point:

Client had multiple IT systems to manage customer information. Integration architecture regarding customer data was not fully serving the needs of the organization.

Management processes for customer information had evolved to the current state “on their own” and thus after several independent system implementations the data maintenance responsibilities were not clear. Requirements and needs for the quality of the customer information vary between different actors of the client.

Quality deviations of the customer data are fixed in the background, usually not by the data creator.

End results:

Focal customer information management processes were described as well as customer information life cycle events.

Customer information standard descriptions were created. The standard described the elements of customer information that is shared on group level between different actors. What is the purpose and definition of these elements and how they should be used in operative processes.

What we did?

IT management of the hospital district decided to order a customer master data description project. During the project it was discovered, that customer information – both person and community – was not understood the same way between organizational branches involved in customer data management. Different use cases were studied in different systems during data maintenance and usage processes. Simultaneously both person and community core information elements were screened.