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Monday, October 21, 2013

4:00 p.m. - 4:30 p.m.
Track: Master Data Management: CDI Track View Track

CASE STUDY: THE MANY MDM FACES OF THE CUSTOMER

Jason O'Meara, Director of Enterprise Information Management, QUEST DIAGNOSTICS
April Reeve, Advisory Consultant, EMC

There is a rather perplexing enigma that we do not have a singular “Customer” in health care. In general, the customer is usually the individual or organization that pays for products and services delivered to them. However, in the U.S., those who pay for health care services (insurers, employers, the government, patients) are frequently not the same as those to whom health care solutions are marketed (doctors) or the ultimate receiver of the health care (patients). Also, there are many types of individuals and organizations that are considered providers of health care, such as doctors, health networks, hospitals, technicians, therapists, nurses, public health organizations, etc. Our “Customer” therefore has many faces! Quest Diagnostics is the world's leading provider of diagnostic information services-- touching the lives of 30 percent of American adults each year, and serving almost half of the physicians and hospitals in the U.S. The different types of Customers listed above vary in how they interact with Quest Diagnostics, and how they utilize the company’s diagnostics information services. Quest Diagnostics discovered that MDM solutions appropriate for one customer domain, do not necessarily fit another. Therefore, over its six year MDM journey, the company selectively adopted different MDM approaches and technologies depending on the type of data being mastered. The portfolio of MDM deployments now includes patient registries, multi-domain MDM operational hubs, and relational database solutions to address the many faces of the Customer. Key findings to be shared in this case study include:

  • Determining the key considerations for selecting an appropriate MDM technology for a given master data domain.
  • Understanding the necessary approaches for ensuring a consistent Master Data platform across varying technologies.
  • Keeping Data Governance whole, even if MDM technology solutions vary.

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