Multidimensional Management and Analysis of Quality Measures for CRM Applications at EDF

This paper presents an approach integrating data quality into the business intelligence chain in the context of customer-relationship management (CRM) applications at EDF (Electricite de France), the major electricity company in France. The main contribution of this paper is the definition and instantiation of a generic multi-dimensional star-like model for storing, analyzing and capitalizing data quality indicators, measurements and metadata. This approach is illustrated through one of EDF's CRM applications, implementing domain-specific quality indicators and providing quality-driven information management as a business intelligence chain. The role of the data quality expert is highly emphasized.