Review of Data Management

Maturity Models

Alan McSweeney
Objectives

Review existing data management maturity models to identify core

set of characteristics of an effective data maturity model
DMBOK (Data Management Book of Knowledge) from DAMA (Data
Management Association) -
http://www.dama.org/i4a/pages/index.cfm?pageid=3345
MIKE2.0 (Method for an Integrated Knowledge Environment) Information
Maturity Model (IMM) -
http://mike2.openmethodology.org/wiki/Information_Maturity_QuickScan
IBM Data Governance Council Maturity Model -
http://www.infogovcommunity.com/resources
Enterprise Data Management Council Data Management Maturity Model -
http://edmcouncil.org/downloads/20130425.DMM.Detail.Model.xlsx
Not intended to be comprehensive

October 23, 2013 2

Maturity Models (Attempt To) Measure Maturity Of
Processes And Their Implementation and Operation
Processes breathe life into the organisation
Effective processes enable the organisation to operate
efficiently
Good processes enable efficiency and scalability
Processes must be effectively and pervasively
implemented
Processes should be optimising, always seeking
improvement where possible

October 23, 2013 3

Basis for Maturity Models

Greater process maturity should mean greater business

benefit(s)
Reduced cost
Greater efficiency
Reduced risk

October 23, 2013 4

Proliferation of Maturity Models

Growth in informal and ad hoc maturity models

Lack rigour and detail
Lack detailed validation to justify their process structure
Not evidence based
Lack the detailed assessment structure to validate
maturity levels
Concept of a maturity model is becoming devalued
through overuse and wanton borrowing of concepts from
ISO/IEC 15504 without putting in the hard work

October 23, 2013 5

Issues With Maturity Models

How to know you are at a given level?

How do you objectively quantify the maturity level scoring?
What are the business benefits of achieving a given maturity level?
What are the costs of achieving a given maturity level?
What work is needed to increase maturity?
Is the increment between maturity levels the same?
What is the cost of operationalising processes?
How do you measure process operation to ensure maturity is being
maintained?
Are the costs justified?
What is the real value of process maturity?
October 23, 2013 6
ISO/IEC 15504 Original Maturity Model - Structure
Part 1 Part 9
Concepts and Introductory
Vocabulary
Guide

Part 6 Part 7 Part 8

Guide to Qualification of Guide for Use in Process Guide for Determining
Assessors Improvement Supplier Process Capacity

Part 3 Part 4
Guide to Performing
Performing an Assessment
Assessments

Part 2 Part 5
A Reference Model for
An Assessment Model and
Processes and Process
Indicator Guidance
Capability

October 23, 2013 7

ISO/IEC 15504 Original Maturity Model

Originally based on Software process Improvement and

Capability Determination (SPICE)
Detailed and rigorously defined framework for software
process improvement
Validated
Defined and detailed assessment framework

October 23, 2013 8

ISO/IEC 15504 - Relationship Between Reference
Model and Assessment Model

Process Dimension Capability Dimension

Process Category Reference Capability Levels

Processes Model Process Attributes

Indicators of Process Assessment Indicators of Process

Performance Indicators Capability

Base Practices Management Practices

Work Practices and Indicators of

Practice Attribute Indicators
Characteristics
Performance

October 23, 2013 9

ISO/IEC 15504 - Relationship Between Reference
Model and Assessment Model
Parallel process reference model and assessment model
Correspondence between reference model and
assessment model for process categories, processes,
process purposes, process capability levels and process
attributes

October 23, 2013 10

ISO/IEC 15504 - Indicator and Process Attribute
Relationships
Process Attribute Ratings

Based On

Evidence of Process Performance Evidence of Process Capability

Provided By Provided By

Indicators of Process Performance Indicators of Process Capability

Consist Of Consist Of

Best Practices Management Practices

Assessed By Assessed By
Practice Resources and
Work Product Characteristics Performance Infrastructure
Characteristics Characteristics
October 23, 2013 11
ISO/IEC 15504 - Indicator and Process Attribute
Relationships
Two types of indicator
Indicators of process performance
Relate to base practices defined for the process dimension
Indicators of process capability
Relate to management practices defined for the capability dimension

Indicators are attributes whose existence that practices

are being performed
Collect evidence of indicators during assessments

October 23, 2013 12

Structure of Maturity Model
Maturity Model

Maturity Level 1 Maturity Level 2 Maturity Level N

Process Area 1 Process Area 2 Process Area N

Process 1 Process N Process 1 Process N Process N Process N

Generic Goals Specific Goals

Generic Practices Specific Practices

Generic Practice 1 Generic Practice N Specific Practice 1 Specific Practice N

Sub-Practice 1.1 Sub-Practice N.1

Sub-Practice 1.M Sub-Practice N.M

October 23, 2013 13

Structure of Maturity Model

Set of maturity levels on an ascending scale

5 - Optimising process
4 - Predictable process
3 - Established process
2 - Managed process
1 - Initial process
Each maturity level has a number of process areas/categories/groupings
Maturity is about embedding processes within an organisation
Each process area has a number of processes
Each process has generic and specific goals and practices
Specific goals describes the unique features that must be present to satisfy the process
area
Generic goals apply to multiple process areas
Generic practices are applicable to multiple processes and represent the activities
needed to manage a process and improve its capability to perform
Specific practices are activities that are contribute to the achievement of the specific
goals of a process area

October 23, 2013 14

Approach to Improving Maturity Using Maturity
Models
Use sub-practices and practices to assess current state of key capabilities and
identify gaps
Allows effective decisions to be made on capabilities that need improvement

Assess Current Status and

Implement Sub-Practices Sub-Practice(s)
Assign Score

Assess Current Status and

Implement Practices Practice(s)
Assign Score

Assess Current Status and

Implement Goals Goal(s)
Assign Score

Achieve Process Assign Overall Capability

Processes
Competency Status Score
October 23, 2013 15
Hierarchy of Maturity Model Practices, Goals,
Processes and Maturity Levels
Evolution
Maturity Level To Greater
Process Contributes To Maturity
Achievement Of
Maturity Level
Processes
Defined Goals Must Be
Achieved to Ensure
Fulfilment of Process
Goal(s)

Practices Contribute to
the Achievement of Practice(s) Implement Practices
Goals

Sub-Practice(s) Implement Sub-Practices

October 23, 2013 16

Achieving a Maturity Level
Improvement

Maturity Level Maturity Level Maturity Level

Process Process Process

Goal Goal Goal

Practice Practice Practice

Sub-Practice Sub-Practice Sub-Practice

October 23, 2013 17
Maturity Levels

Maturity levels are intended to be a way of defining a

means of evolving improvements in processes associated
with what is being measured

October 23, 2013 18

Means of Improving and Measuring Improvements

Staged or continuous
Staged method uses the maturity levels of the overall model to
characterise the state of an organisations processes
Spans multiple process areas
Focuses on overall improvement
Measured by maturity levels
Continuous method focuses on capability levels to characterise
the state of an organisations processes for process areas
Looks at individual process areas
Focuses on achieving specific capabilities
Measured by capability levels

October 23, 2013 19

Staged and Continuous Improvements

Level Continuous Improvement Staged Improvement

Capability Levels Maturity Levels
Level 0 Incomplete

Level 1 Performed Initial

Level 2 Managed Managed
Level 3 Defined Defined
Level 4 Quantitatively Managed

Level 5 Optimising

October 23, 2013 20

 Continuous Improvement Capability Levels
Level Capability Levels Key Characteristics
Level 0 Incomplete Not performed or only partially performed
Specific goals of the process area not being satisfied
Process not embedded in the organisation
Level 1 Performed Process achieves the required work
Specific goals of the process area are satisfied
Level 2 Managed Planned and implemented according to policy
Operation is monitored, controlled and reviewed
Evaluated for adherence to process documentation
Those performing the process have required training, skills, resources and
responsibilities to generate controlled deliverables
Level 3 Defined Process consistency maintained through specific process descriptions and
procedures being customised from set of common standard processes using
customisation standards to suit given requirements
Defined and documented in detail roles, responsibilities, measures, inputs,
outputs, entry and exit criteria
Implementation and operational feedback compiled in process repository
Proactive process measurement and management
Process interrelationships defined
October 23, 2013 21
Achieving Capability Levels For Process Areas

Common
Standards
Exist That
Are
Policies Exist Customised
For Ensuring
Processes Consistency

Process Are Level 3

Planned And
Monitored Level 2 Defined
Processes
Are
Performed Level 1 Managed

Level 0 Performed

Incomplete

October 23, 2013 22

Staged Improvement Maturity Levels
Level Maturity Key Characteristics
Levels
Level 1 Initial Ad hoc, inconsistent, unstable, disorganised, not repeatable
Any success achieved through individual effort
Level 2 Managed Planned and managed
Sufficient resources assigned, training provided, responsibilities allocated
Limited performance evaluation and checking of adherence to standards
Level 3 Defined Standardised set of process descriptions and procedures used for creating individual processes
Defined and documented in detail roles, responsibilities, measures, inputs, outputs, entry
and exit criteria
Proactive process measurement and management
Process interrelationships defined
Level 4 Quantitatively Quantitative objectives defined for quality and process performance
Managed Performance and quality defined and managed throughout the life of the process
Process-specific measures defined
Performance is controlled and predictable
Level 5 Optimising Emphasis on continual improvement based on understanding of organisation business
objectives and performance needs
Performance objectives are continually updated to reflect changing business objectives and
organisational performance
Focus on overall organisational performance and defined feedback loop between
measurement and process change
October 23, 2013 23
Achieving Maturity Levels
Process Link
to Overall
Organisation
Objectives

Processes Are Continual Self-

Common Controlled Improvement
Standards and
Exist That Are Predictable
Customised
Ensuring
Consistency
Level 5
Standard
Approach To Level 4
Optimising
Measurement
Quantitat-
Disciplined Level 3 ively
Approach Managed
To Defined
Processes Level 2

Level 1 Managed

Initial

October 23, 2013 24

 Staged Improvement Measurement and
Representation

Maturity Model
Seeks to Gauge Overall
Organisation Maturity Across All
Process Areas Maturity Level 1 Maturity Level 2 Maturity Level N

Process Area 1 Process Area 2 Process Area N

Process 1 Process N Process 1 Process N Process N Process N

Generic Goals Specific Goals

Generic Practices Specific Practices

Generic Practice Specific Practice

Generic Practice 1 Specific Practice 1
N N

Sub-Practice 1.1 Sub-Practice 1.M Sub-Practice N.1 Sub-Practice N.M

October 23, 2013 25
Maturity Model

Maturity
Model
To be at Maturity
Level N means
that all processes
Maturity Maturity Maturity Maturity Maturity
Level 1 Level 2 Level 3 Level 4 Level 5 in previous
maturity levels
have been
Process 2.1 Process 3.1 Process 4.1 Process 5.1
implemented

Process 2.2 Process 3.2 Process 4.2 Process 5.2

Process 2.3 Process 3.3 Process 4.3

Process 2.4 Process 4.4

October 23, 2013 26

Achieving Maturity Levels
Level 5
Optimising

Level 4
Quantitat-
ively Process
Managed
Process
Level 3
Process Process
Defined
Process Process

Level 2 Process
+ Process

Level 1
Managed Process
Process + Process
Process
Process
Process

Initial
Process
Process + Process
Process
Process
Process
Process
Process
October 23, 2013 27
Achieving Maturity Levels
What Are The Real Benefits of Achieving a Higher
Maturity Level?
Level 5
What Is The Real Cost of Achieving a Higher Maturity
Level? Optimising

What Is The Real Cost of Maintaining The Higher Level 4

Maturity Level?
Quantitat-
ively Process
Managed
Process
Level 3
Process Process
Defined
Process Process

Level 2 Process
+ Process

Level 1
Managed Process
Process + Process
Process
Process
Process

Initial
Process
Process + Process
Process
Process
Process
Process
Process
October 23, 2013 28
Continuous Improvement Measurement and
Representation
Seeks to Gauge
The Condition Of Maturity Model
One Or More
Individual
Maturity Level 1 Maturity Level 2 Maturity Level N
Process Areas

Process Area 1 Process Area 2 Process Area N

Process 1 Process N Process 1 Process N Process N Process N

Generic Goals Specific Goals

Generic Practices Specific Practices

Generic Practice Generic Practice Specific Practice Specific Practice

1 N 1 N

October 23, 2013 29

 Generalised Information Management Lifecycle
Architect, Budget, Plan,
Design and Specify
Get This Right and Your
Implement Underlying Information Management
Technology
Maturity is High
De Enter, Create, Acquire,
fi ne
,D Derive, Update,
esi Integrate, Capture
gn
, Im
ple Secure, Store, Replicate
Ad men and Distribute
mi t, M
nis e
ter asu
, S re, Present, Report,
tan M Analyse, Model
da an
a
rds ge
,G ,M
ov on Preserve, Protect and
ern it
o
a n r, Recover
ce Co
, F nt
un rol
d ,S Archive and Recall
taf
f, T
rai
na
nd
Delete/Remove
October 23, 2013 30
Generalised Information Management Lifecycle

General set of information-related skills required of the IT

function to ensure effective information management and
use
Transcends specific technical and technology skills and
trends
Technology change is a constant
Data management maturity is about having the
overarching skills to handle change, perform research,
adopt suitable and appropriate new technologies and
deliver a service and value to the underlying business
There is no point in talking about Big Data when your
organisation is no good at managing little data

October 23, 2013 31

 Generalised Information Management Lifecycle
Architect, Budget, Plan,
Design and Specify
What Processes Are Needed
Implement Underlying To Implement Effectively
Technology
the Stages in the
De
fi ne
Enter, Create, Acquire, Information Lifecycle?
,D Derive, Update,
esi Integrate, Capture
gn
, Im
ple Secure, Store, Replicate
Ad men and Distribute
mi t, M
nis e
ter asu
, S re, Present, Report,
tan M Analyse, Model
da an
a
rds ge
,G ,M
ov on Preserve, Protect and
ern it
o
a n r, Recover
ce Co
, F nt
un rol
d ,S Archive and Recall
taf
f, T
rai
na
nd
Delete/Remove
October 23, 2013 32
Dimensions of Information Management Lifecycle
Information Type Dimension
Operational Master and Analytic Unstructured
Data Reference Data Data Data
Architect, Budget, Plan, Design and Specify

Implement Underlying Technology

Enter, Create, Acquire, Derive, Update,

Integrate, Capture
Lifecycle Dimension

Secure, Store, Replicate and Distribute

Present, Report, Analyse, Model

Preserve, Protect and Recover

Archive and Recall

Delete/Remove

Define, Design, Implement, Measure, Manage,

Monitor, Control, Staff, Train and Administer,
Standards, Governance, Fund
October 23, 2013 33
Dimensions of Information Management Lifecycle

Information lifecycle management needs to span different

types of data that are used and managed differently and
have different requirements
Operational Data associated with operational/real-time
applications
Master and Reference Data maintaining system of record or
reference for enterprise master data used commonly across the
organisation
Analytic Data data warehouse/business intelligence/analysis-
oriented applications
Unstructured Data documents and similar information

October 23, 2013 34

Linking Generalised Information Management
Lifecycle to Assessment of Information Maturity
How well do you implement information management?
Where are the gaps and weaknesses?
Where do you need to improve?
Where are your structures and policies sufficient for your
needs?

October 23, 2013 35

Dimensions of Data Maturity Models
MIKE2.0 Information IBM Data Governance
Maturity Model (IMM) Council Maturity Model
People/Organisation Organisational Structures &
Awareness
Policy Stewardship
Technology Policy
Compliance Value Creation
Measurement Data Risk Management &
Compliance
Process/Practice Information Security &
Privacy
Data Architecture
Data Quality Management
Classification & Metadata
Information Lifecycle
Management
Audit Information, Logging &
Reporting
October 23, 2013
DAMA DMBOK Enterprise Data
Management Council
Data Management
Maturity Model
Data Governance Data Management Goals
Data Architecture Corporate Culture
Management
Data Development Governance Model
Data Operations Data Management Funding
Management
Data Security Management Data Requirements Lifecycle
Reference and Master Data Standards and Procedures
Management
Data Warehousing and Data Sourcing
Business Intelligence
Management
Document and Content Architectural Framework
Management
Metadata Management Platform and Integration
Data Quality Management Data Quality Framework
Data Quality Assurance
36
Data Maturity Models

All very different

All contain gaps none is complete
None links to an information management lifecycle

October 23, 2013 37

Mapping IBM Data Governance Council Maturity
Model to Information Lifecycle
Organisational Structures & Awareness Architect, Budget, Plan, Design and Specify

Stewardship Implement Underlying Technology

Policy Enter, Create, Acquire, Derive, Update,

Integrate, Capture

Value Creation Secure, Store, Replicate and Distribute

Data Risk Management & Compliance Present, Report, Analyse, Model

Information Security & Privacy Preserve, Protect and Recover

Data Architecture Archive and Recall

Data Quality Management Delete/Remove

Define, Design, Implement, Measure, Manage,

Classification & Metadata Monitor, Control, Staff, Train and Administer,
Standards, Governance, Fund
Information Lifecycle Management

Audit Information, Logging & Reporting

October 23, 2013 38
 IBM Data Governance Council Maturity Model
Capability Areas
Organisational Stewardship Policy Value Creation Data Risk Information Data Data Quality Classification & Information Audit
Structures & Management & Security & Architecture Management Metadata Lifecycle Information,
Awareness Compliance Privacy Management Logging &
Reporting
Process Organisational Process Assets Responsibility Regulations, Business Process Semantic Quality
Maturity Awareness standards, and Process Maturity Capabilities
policies Maturity
Accountability Roles & Roles & Metrics Accountability Data asset and Data Content Process Security
& Responsibility Structures Responsibilities risk Integration Maturity
classification
Resource Standards & Measurement Quality Risk Management Data Models & Organisational Content Technology &
Commitment Disciplines Management buy-in Metadata Awareness Infrastructure
Framework Management
Communication Value Creation Processes Incident Ownership & Analytics Business Value Organisational Reporting
Response responsibility Awareness Consistency
(Format &
Semantics)
Metrics & Reporting Certification Training and Business Value Ownership
Reporting accountability (Roles &
Responsibilities)
Policies & Design Collection
Standards requirements Automation
Tools Process and Reporting
technology Automation
Metrics Access Control
Risk Status Identity
Requirements
Characteristic Integration
Organisations
Evaluation &
Measurement
Remediation &
Reporting

October 23, 2013 39

Mapping MIKE2.0 Information Maturity Model to
Information Lifecycle
People/Organisation Architect, Budget, Plan, Design and Specify

Policy Implement Underlying Technology

Technology Enter, Create, Acquire, Derive, Update,

Integrate, Capture

Compliance Secure, Store, Replicate and Distribute

Measurement Present, Report, Analyse, Model

Process/Practice Preserve, Protect and Recover

Archive and Recall

Delete/Remove

Define, Design, Implement, Measure, Manage,

Monitor, Control, Staff, Training and Administer

October 23, 2013 40

 MIKE2.0 Information Maturity Model Capability
Areas
People/ Policy Technology Compliance Measurement Process/Practice
Organisation
Audits Common Data Model B2B Data Integration Audits Data Quality Metrics Audits
Benchmarking Communication Plan Cleansing Metadata Management Dashboard (Tracking / Benchmarking
Trending)
Common Data Services Data Integration (ETL & Common Data Model Data Quality Metrics Data Analysis Cleansing
EAI)
Communication Plan Data Ownership Common Data Services Data Analysis Profiling / Measurement Common Data Model
Dashboard (Tracking / Data Quality Metrics Data Analysis Security Metadata Management Communication Plan
Trending)
Data Analysis Data Quality Strategy Data Capture Issue Identification Cleansing Dashboard (Tracking /
Trending)
Data Capture Data Standardisation Data Integration (ETL & Service Level Agreements B2B Data Integration Data Analysis
EAI)
Data Ownership Executive Sponsorship Data Quality Metrics Data Subject Area Data Capture
Coverage
Data Quality Metrics Issue Identification Data Standardisation Data Integration (ETL &
EAI)
Data Quality Strategy Master Data ManagementData Stewardship Data Ownership
Data Standardisation Platform Standardisation Data Validation Data Quality Metrics
Data Validation Privacy Master Data Management Data Standardisation
Executive Sponsorship Profiling / Measurement Metadata Management Data Stewardship
Master Data ManagementRoot Cause Analysis Platform Standardisation Executive Sponsorship
Privacy Security Profiling / Measurement Issue Identification
Security Security Master Data Management
Metadata Management
Privacy
Profiling / Measurement

October 23, 2013 41

Mapping DAMA DMBOK to Information Lifecycle
Data Governance Architect, Budget, Plan, Design and Specify

Data Architecture Management Implement Underlying Technology

Enter, Create, Acquire, Derive, Update,

Data Development
Integrate, Capture

Data Operations Management Secure, Store, Replicate and Distribute

Data Security Management Present, Report, Analyse, Model

Reference and Master Data Management Preserve, Protect and Recover

Data Warehousing and Business Intelligence

Archive and Recall
Management

Document and Content Management Delete/Remove

Define, Design, Implement, Measure, Manage,

Metadata Management
Monitor, Control, Staff, Training and Administer

Data Quality Management

October 23, 2013 42

 DAMA DMBOK Maturity Model Capability Areas
Data Data Data Data Data Security Reference and Data Document Metadata Data Quality
Governance Architecture Development Operations Management Master Data Warehousing and Content Management Management
Management Management (RMD) and Business Management
Management Intelligence
Data Enterprise Data Modeling, Database Support Data Security and Reference and Business Documents / Metadata DQ Awareness
Management Information Analysis, and Regulatory Master Data Intelligence Records Requirements
Planning Needs Solution Design Requirements Integration Information Management
Data Enterprise Data Detailed Data Data Technology Data Security Master and DW / BI Content Metadata DQ Requirements
Management Model Design Management Policy Reference Data Architecture Management Architecture
Control
Align With Other Data Model and Data Security Data Integration Data Warehouses Metadata Profile, Analyse,
Business Models Design Quality Standards Architecture and Data Marts Standards and Assess DQ
Database Data Data Security RMD BI Tools and User Managed DQ Metrics
Architecture Implementation Controls and Management Interfaces Metadata
Procedures Environment
Data Integration Users, Passwords, Match Rules Process Data for Create and DQ Business
Architecture and Groups Business Maintain Rules
Intelligence Metadata
DW / BI Data Access Establish Tune Data Integrate DQ Requirements
Architecture Views and Golden Records Warehousing Metadata
Permissions Processes
Enterprise User Access Hierarchies and BI Activity and Metadata DQ Service Levels
Taxonomies Behaviour Affiliations Performance Repositories
Metadata Information Integration of Distribute Continuously
Architecture Confidentiality New Data Metadata Measure DQ
Audit Data Replicate and Query, Report, Manage DQ
Security Distribute RMD and Analyse Issues
Metadata
Changes to RMD Data Quality
Defects
Operational DQM
Procedures
Monitor DQM
Procedures
October 23, 2013 43
Mapping Enterprise Data Management Council Data
Management Maturity Model to Information Lifecycle
Data Management Goals Architect, Budget, Plan, Design and Specify

Corporate Culture Implement Underlying Technology

Governance Model Enter, Create, Acquire, Derive, Update,

Integrate, Capture

Data Management Funding Secure, Store, Replicate and Distribute

Data Requirements Lifecycle Present, Report, Analyse, Model

Standards and Procedures Preserve, Protect and Recover

Data Sourcing Archive and Recall

Architectural Framework Delete/Remove

Define, Design, Implement, Measure, Manage,

Platform and Integration
Monitor, Control, Staff, Training and Administer

Data Quality Framework

Data Quality Assurance

October 23, 2013 44
 EDM Council Maturity Model Capability Areas
Data Corporate Governance Data Data Standards and Data Sourcing Architectural Platform and Data Quality Data Quality
Management Culture Model Management Requirements Procedures Framework Integration Framework Assurance
Goals Funding Lifecycle
DM Objectives Alignment Governance Total Cost of Data Standards Sourcing Architectural DM Platform Data Quality Data Profiling
Structure Ownership Requirements Areas Requirements Standards Strategy
Definition Development
DM Priorities Communicatio Organisational Business Case Operational Standards Procurement Architectural Application Data Quality Data Quality
n Strategy Model Impact Promulgation & Provider Approach Integration Measurement Assessment
Management and Analysis
Scope of DM Oversight Funding Data Lifecycle Business Release Data Quality
Program Model Management Process and Management for Integration
Data Flows
Governance Data Historical Data Data Cleansing
Implementatio Depenedencie
n s Lifecycle
Human Capital Ontology and
Requirements Business
Semantics
Measurement Data Change
Management

October 23, 2013 45

Differences in Data Maturity Models

Substantial differences in data maturity models indicate

lack of consensus about what comprises information
management maturity
There is a need for a consistent approach, perhaps linked
to an information lifecycle to ground any assessment of
maturity in the actual processes needed to manage
information effectively

October 23, 2013 46

More Information

Alan McSweeney
http://ie.linkedin.com/in/alanmcsweeney

October 23, 2013 47