When companies have poor information quality practices, it’s hard to miss. The issues mostly manifest themselves in customer service (
Starting with this week’s blog entry, I’m going to nominate companies who either exemplify to me the epitome of good data governance with thumbs up, or show signs of data governance inefficiencies with thumbs down.
I traveled often to
Still, I am quite satisfied with the apparent knowledge that
Thumbs Down: Hewlett-Packard
Conversely, from my perspective, HP seems to have a data governance problem. Every quarter or so, HP sends me a catalog, listing home office store products. But every catalog comes in duplicate. Sometimes two, sometimes more. This time, one of the catalogs says that I'm "Steve Sarsfield" and the other calls me "Steven Sarsfield". For some reason, the one addressed to Steven also has a line that identifies the street that intersects my address. Not sure why, since that doesn't have anything to do with my official postal address.
So, I'm going to throw some numbers at you HP. Let's say conservatively, you send out 500,000 catalogs each quarter. Let's estimate that 20% of your database contains duplicates - a fairly conservative number. Finally, I'm going to estimate the catalog postage and printing costs at $1 ea.
That would be 20% of 500,000 = 100,000 catalogs that you send unnecessarily. At $1 each, that's $100,000 per mailing wasted. You mail it every quarter? 4 x $100,000 = $400,000 per year.
I know margins on computer hardware are very slim these days. How many computers do you have to sell to add $400k directly to the bottom line? In this one division in this very large company, there seems to be inefficiencies.Besides that, it’s mildly irksome to receive duplicate catalogs – just more paper that I have to make sure goes into the recycle bin and not into a landfill.
Now, don’t get me wrong. I’ve been very, very happy with my HP printer and PC. Heed this, HP. Despite making some of the best products in the world, I believe that poor data governance is stealing away your goodwill.