Customer Relationship Management

Six sigma helps using Voice of customer (end customers) and then having a process focused delivery model in achieving value, through various releases in MDM. Black belt process owners, are associated to the CXO's to understand critical pain points existing in their industry across Customer, Company, Colleagues and Community. I am truly inspired by the Six sigma quality process, through my association with multi clients, Six sigma with its Failure Modes and Effect Analysis (FMEA) truly helps articulating failure points in a data driven MDM implementation. An MDM implementation helps creating value built around centralization of an organization core asset, the "Information".

During my consulting assignment with a Telco major, the e-ToM process was used extensively to show case value being articulated with customer as the central focus area. This level of customer focus is predominant in telecommunication, retail and banking industry but other industries are trying to catch up.

Any organization trying to create business process should not just map "existing back office operations" an articulate these as "best of breed" business process.  Additionally automation would not help resolve process bottlenecks, if the core customer business process built around MDM, is manual in nature. I.e. unless the process team takes an effort to reduce manual intervention, the MDM solution is not a silver bullet for resolving non value adding sub processes.

Six sigma is a starting point, by understanding Voice of customer metrics. E.g. for a commercial banking, should we allow "power of attorney holders" representing high value customer, to proxy on their behalf and operate a treasury account?  Should it not be ideal to track enterprise level customer data services, as utility services that can be measured and charged back for consumption by business users?  Should existing cloud investment utilize master data management solution, for processing regulatory needs rather than physically sharing customer data outside the organization DMZ? So many question, if yes, a tinge of six sigma for MDM implementation authored by  Anantharam Subramanian would be a go to reference guide for fellow MDM practitioners