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Data map

One of the potential problems in the Confirm stage is data overload and misalignment. There are numerous ways in which to measure how the client system has changed, and there is every likelihood that the confirmation team will consist of people from a range of areas. The use of such a diverse team of people can lead to political in-fighting, data discrepancy and inefficient resource allocation.

Imagine the case of a call centre computer system upgrade. The IT team might be focused on measuring system performance by monitoring the transaction speed across the network. The client will want to conform that the new system has increased the call-handling rate. You might want to ensure that the people have received effective training in the new system. Finally, the finance director has decided to use the audit team to guarantee that financial integrity has been maintained. Unless all these activity streams are managed cohesively, then it will be difficult to agree if the change has fulfilled its objectives. One solution is to trace the various measurement activities on to a common map, one that indicates the type of measurement, who owns the activity and why it is being taken.


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