Hill, G. (2009) A Framework for Valuing the Quality of Customer Information

This thesis addresses a widespread, significant and persistent problem in Information Systems practice: under-investment in the quality of customer information. Many organisations require clear financial models in order to undertake investments in their information systems and related processes. However, there are no widely accepted approaches to rigorously articulating the costs and benefits of potential quality improvements to customer information. This can result in poor quality customer information which impacts on wider organisational goals.

To address this problem, I develop and evaluate a framework for producing financial models of the costs and benefits of customer information quality interventions. These models can be used to select and prioritise from multiple candidate interventions across various customer processes and information resources, and to build a business case for the organisation to make the investment.

@phdthesis{hill2009framework,
address = {Melbourne, Australia},
author = {Hill, Gregory},
pages = {1--194},
school = {University of Melbourne},
title = {{A Framework for Valuing the Quality of Customer Information}},
type = {Doctoral Thesis},
url = {http://ghill.customer.netspace.net.au/docs/summary.html},
year = {2009}
}

Design Science Research, Doctor of Philosophy