Data Quality and Knowledge/Information Management in Service Operations Management: Regional Supermarket Case Study

Alan D. Smith and William T. Rupp
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Alan D. Smith: Department of Management and Marketing, Robert Morris University, Pittsburgh, PA, USA
William T. Rupp: Department of Management, Austin Peay State University, Clarksville, TN, USA

International Journal of Knowledge-Based Organizations (IJKBO), 2013, vol. 3, issue 3, 35-52

Abstract: The concepts of managing data quality assurance by promoting proper safeguards to manage data quality, employee buy-in, and support from top management were illustrated in a case study of Giant Eagle, one of the largest, privately owned and family-operated companies in the U.S. and regional headquartered in Pittsburgh, PA. Specific aspects of data quality assurance, types of access, application examples (especially with its loyalty-card collection and data-mining uses that allow customers to accumulate savings specials and rewards through the fuelperks!™ and foodperks!™ incentive programs), as well as requirements for entry into knowledge-management systems were discussed through the paper. There are significant benefits, costs, and potential risks for maintaining reliable corporate data, and many organizations do not display the appropriate attitude about ensuring high-quality data, as some management may accept data errors as a cost of doing business. This present study documents the success of high volume, low profit margin grocery-based business that hinges on quality driven in product accuracy, data management, and service levels.

Date: 2013
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