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Multidimensional Management and Analysis of Quality Measures for CRM Applications in an Electricity Company

This paper presents an approach integrating data quality into the business intelligence chain in the context of 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 in one of EDF's CRM applications implementing the data quality-driven information supply chain for business intelligence where the role of the data quality expert is highly emphasized.