The Tele-Tech Services Quality Story: A Journey in Discovery of the Good, the Bad, and the Big Q
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  Stephanie Fetchen   Stephanie Fetchen
Co-President
KFR Services, Inc.
 
  Kimberly Russo   Kimberly Russo
Co-President
KFR Services, Inc.
 


 

Wednesday, September 24, 2008
08:30 AM - 09:45 AM

Level:  Introductory


What happens when a company with data as its product sets out to prove that it has the most accurate data in its industry? How should accuracy be measured? Can a Service Level Agreement on the quality of the data sold be offered to customers? These are just some of the questions that Tele-Tech Services set out to answer as it started its data quality journey. Follow the journey of this telecommunications data provider from its roots to its current results which out-perform six-sigma results, including how its executives:
• Define how to measure accuracy
• Determine what customers really want
• Communicate accuracy to customers
• Continue to improve data accuracy


Stephanie graduated magna cum laude from Ohio State University with a Bachelor of Science degree in Business Administration. She began working for KFR Services as a programmer in 1991. Positions held since then include Director of MIS, Director of Operations, Vice President of MIS, and Vice President of Operations. Among Stephanie's current responsibilities is the oversight of all software development activities, including program specification and design, scheduling, coding and testing. She also developed and champions the data quality program that has enabled accuracy exceeding 99.98% for product delivered to customers.

Stephanie is an IAIDQ Charter Member.

Kimberly Russo is a writer and speaker on telecommunications regulatory issues, Kimberly has been a contributing editor to Phones Plus Magazine, a regular columnist for Telecommunications Magazine, and a contributor to The Network Manager's Handbook. She has also presented on telecom regulatory issues at conferences organized by the Institute for International Research. Kimberly is currently serving as the co-chair of the Order and Billing Forum of the Alliance for Telecommunications Industry Solutions. As Co-President at KFR Services, Kimberly responds to customer inquiries, designs marketing materials, manages our web site, and develops new product ideas.


   
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