Data Quality Programme
Category: Strategic Vision; Award: GOLD
Entrant: Bank of New Zealand
Credits:
Susan Needham, Head of Analytical Marketing - BNZ
Peter Sidoruk, National Quality-Black belt - BNZ
Chris Black, Group General Manager, National Quality - BNZ
Rachel Harrison, Senior Marketing Statistician - BNZ
Bonnie Law, Manager, Customer Intelligence - BNZ
Aruna Chitgopeker, Data Quality Champion - BNZ
David Evison, Area Manager North Shore - BNZ
Entry rationale: It’s difficult to get people across an organisation passionate about the accuracy of our customer data but that’s what we’ve managed to do at Bank of New Zealand. From frontline staff to the managing director, a focus on data quality has become ingrained into our business. We view our customer data as an asset.
It wasn’t always this way. We used to be like most organisations, where data quality was always “someone else’s job” and resources to fix it were rarely available. With about a million customers, this wasn’t a job for the fainthearted.
Some of us knew it shouldn’t be like this, and championed the cause to put a data quality programme in place – managed by a cross-functional committee. This work has resulted in a dramatic improvement in the accuracy of our customer data. There has also been a significant cultural change where people are now passionate about “getting it right the first time”.
So how did we achieve this? A key factor was customer research that showed how much customer’s valued us “getting it right”. And as we place a great importance on improving our customer satisfaction, this meant that more focus got put on improving the accuracy of our customer data.
Key components of our strategy included detailed reporting showing data quality programs, a data quality “scorecard” for each part of the Bank and a focus on a cultural change. We’ve also recruited a Data Quality Champion to organise it all.
Benefits of having good quality customer data include being able to proactively contact customers, contacting them to cross-sell or up-sell appropriate products or services, and obviously improved customer satisfaction.
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