A Mechanism of Maturity Improvement for

Data Quality Management in PT. ABC

Rizki Romodhon Widi Setia Cahyani Dewi Putri Siagian
Fakultas Ilmu Komputer Fakultas Ilmu Komputer Fakultas Ilmu Komputer
Universitas Indonesia Universitas Indonesia Universitas Indonesia
Jakarta, Indonesia Jakarta, Indonesia Jakarta, Indonesia
rizki.romodhon@ui.ac.id widi.setia@ui.ac.id dewi.putri01@ui.ac.id

Yova Ruldeviyani Achmad Nizar Hidayanto

Fakultas Ilmu Komputer Fakultas Ilmu Komputer
Universitas Indonesia Universitas Indonesia
Jakarta, Indonesia Jakarta, Indonesia
yova@cs.ui.ac.id nizar@cs.ui.ac.id

Abstract— PT. ABC is an extension of the state's arm in
charge of distributing compensation funds for road traffic
accidents and public transport passengers. To realize the best
service, integrated information technology is needed in order to
provide accurate and reliable information in decision making.
As a customer satisfaction-oriented company, it should pay
attention to data governance, especially in data quality
management. However, based on the results of interviews,
observations and document searches related to the data used for
the compensation settlement process, PT. ABC is faced with
data quality management problems including incompleteness,
inconsistency and accessibility of data. Therefore, it is necessary
to measure the maturity of data quality management.
Comparison has been made to choose the suitable model of data
quality assessment in PT ABC. Based on the comparison, Data
Management Maturity Model is the most suitable model to
measure data quality management in PT ABC. The results of
this study are the maturity level of data quality management in
the data quality strategy, data profiling, data quality
assessment, data cleansing and their recommendations.
Keywords— Data Quality Management; Maturity Assessment;
Data Governance; CMMI DMM; DMBOK
I. INTRODUCTION
The joining of PT. ABC in BUMN Holding Insurance and
Guarantee or better known as the Indonesia Financial Group
(IFG) in accordance with the mandate of Government
Regulation (PP) Number 20 of 2020 [1], is a strategic step
taken to ensure optimal service quality to the community. The
focus on service quality is certainly in line with the need for
improving data quality management owned by the company
to support the decision-making process in every activity, both
at the operational, management and strategic levels.
Currently ABC has implemented organizational governance
strategies and information technology governance.
However, the problems faced related to data are data and
information management which are still inadequate because
organizational governance focuses on stakeholders, while
information technology governance focuses on the
implementation and investment of information technology
infrastructure. Meanwhile, the expected data governance is
more about how companies can manage data assets,
especially ensuring that the company's data assets are always
available accurately, completely and have reliable data
consistency and security. This condition raises several data
issues, such as the information difference in some application
that the information becomes unreliable. Therefore, the
urgency of data governance, especially data quality
management at PT. ABC is considered very important to
solve data problems that continue to emerge such as data
duplication and inconsistency of information, and will
provide an expectation value to companies that data is a very
valuable asset because it is the foundation of business
information, knowledge and policies in decision making [2].
To achieve business goals, companies must develop data
management strategies so that data integrity is maintained.
Referring to the results of a survey conducted by Experian, a
business service company focusing on information solutions
analysis and data processing, in “The 2018 Global Data
Management Benchmark Report” which is described in Table
1 that 52% indicate that organizations choose a strategy to
maintain high quality data basically driven by the need to
improve efficiency, and 40% of respondents said to save costs
[3]. Samitsch stated in his research that quality data and
information is one of the important factors in making
effective decisions, however, not all dimensions of data and
information quality have a major contribution to decision
making [4]. The quality of the data is dependent on the
considerations and the level of demand based on the data
needs at the time [5]. Therefore, before management utilizes
data-driven methods in developing the company, the data
used must be of high quality. The term in data quality can be
understood as a multidimensional measure of the suitability
of a data in meeting the objectives achieved.
In line with the company's vision and mission, business
strategy refers to the Data Driven Company. This means that
every policy taken is based on available data, but what
happens is that the data held is often inconsistent and unclear
such as traffic accident data and claim data. This is due to the
absence of data quality management standards due to the
limited information resources selected. In addition, there is
no assessment in data quality management has been carried
out before throughout the organization. This study is expected
to provide information on how the current maturity level of
data quality management in the data quality strategy, data
profiling, data quality assessment, data cleansing and
recommendations to improve the maturity level.
 Table 1 Strategic enabler to maintain high quality data
Strategies Percentage
Help the environment 20%
Comply with regulation 29%
Create a single customer view 30%
Accelerate data initiatives 31%
Capitalize in opportunities with customer 36%
profiling
Enhance customer or citizen satisfaction 37%
Reduce risk or fraud 37%
Enable more informed decisions 37%
Protec the organization's reputation and brand 39%
Improve cost savings 40%
Increase efficiency 52%
II. LITERATURE REVIEW
This section will discuss the literature reference related to
the study.
A. Data Management Body Of Knowledge (DMBOK)
DMBOK framework is used by data management
professionals to support them in carrying out their daily work.
Over time, DAMA DMBOK v2 was published, which is an
update to improve several functions in data management and
also to finalize information on data governance. DAMA
DMBOK v2 is consist of ten areas. One of them is data
quality management which helps professionals to define,
monitor and improve data quality. In data management
strategy, one of the components that should be taken into
consideration is short term data management program
objective that are SMART (Specific, measurable, actionable,
realistic and time-bound). [2]
B. Data Quality
Research on data quality began around the 90s and until
now there are many understandings about data quality and the
division of data quality dimensions. A study defines data
quality as determining something that is suitable or in
accordance with one's taste [6]. There are various categories
for data quality, including data content quality, data definition
quality, information architecture quality, and data
presentation quality. For each category, a detailed list of
quality attributes is prepared. These attributes overlap and
there is no description of the many connections and
dependencies between these attributes [7]. Data can be said
to be of high quality if the data in question meets the needs of
its users [8].
According to research by Glowalla et al, poor data quality
in an organization can affect 10-20% of the organization's
income [9]. Poor data quality can have an impact on low data
utilization efficiency and can even lead to serious decision-
making errors [10]. The high quality of data is the key to
interpretable and reliable data analysis in making a decision
[11]. The decision covers various fields such as industrial
robots, government fields to cars capable of self-driving in an
emergency in the field of artificial intelligence [11,12,13].
C. Data Quality Measurement
The biggest challenge in data quality research is how to
find the right way to measure data quality [14]. Measurement
of data quality has traditionally been described through a set
of predefined data quality metrics and dimensions [11].
According to Cichy and Rass, data quality can be measured
subjectively as well as asking customer data to assess the
quality level of the dimensions [15]. The results of this data
quality measurement affect the state of the company by
looking at the high and low levels of data quality [16].
D. Data Quality Dimensional
The data quality dimension consists of a set of data quality
attributes that represent an aspect or building of data quality
[6]. The data dimensions that are generally used to measure
and analyze data quality are completeness, suitability,
consistency, accuracy, integrity and uniqueness [17]. Where
the meaning of each dimension is described in table 2 [18].
Table 2 Data quality dimension and definition
Dimension Definition
Completeness the data stored must include all details and
100% proportional. Like giving a postal code
to the address data.
Compatibility the data must comply with the existing
standards specifically (format, type, range).
Consistency data must not have conflicts. For example, a
3-year-old child is recorded as having a
family.
Accuracy existing data must be checked periodically for
updates.
Uniqueness data must not have exactly the same recorded
similarities.
Integrity where the quality, nature, or state of the data
that shows a unified whole with one another.
In practice, the definition of certain data quality metrics is
often mentioned to apply the dimensions of data quality [7].
A metric is a function that maps a dimension to a numeric
value that can interpret the fulfillment of the dimension.
Metrics can be measured at different aggregation levels such
as value level, attribute/column level, tuple level, relation
level and database level [19]. There are five proposed metric
requirements to ensure reliable decision making according to
Heinrich: presence of minimum and maximum metric values,
provision of metric value interval scaling, quality of
configuration parameters and determination of metric values,
aggregation of metric values votes, and economic efficiency
of metrics [20].
E. Previous Research
Previous research has been reviewed to be used as a reference
in this study. Thomas has assessed data management maturity
in public sector agencies using DMM. This research
examines the maturity of data management practices in
government institutions and provides guidance for carrying
out systematic measurements in an enterprise-wide [26].
Related research has also been carried out at BPS Bengkulu
which refers to “The Practitioner Guide to Data Quality
Improvement”, which produces maturity values in each
dimension of data quality management [27]. In addition,
Loshin's data quality management has also been implemented
by BMKG with the aim of increasing the maturity of
Government-Owned Property (GOP) management by
referring to DQM activities from DMBOK [28].
F. Comparative Perspective Table 4 Questionnaire Distribution
To measure the maturity level of data quality, the researcher
No Process Area Question amount
compared two methodologies, namely the Stanford Maturity
1 Data Quality Strategy 21
Measurement Tool and the CMMI Institute Data
2 Data Profiling 19
Management Maturity Model (DMM) [17]. Stanford focuses
3 Data Quality Assessment 16
on the foundations and aspects of data governance and
4 Data Cleansing 16
measures data capabilities and resource development. The
Total question 72
Stanford model has five maturity levels and three
dimensional attributes while the DMM has five maturity
Questionnaires were given to two subject matter experts
levels with two level attributes, six categorical attributes
in the compensation services division at PT. ABC who has
broken down into twenty-five different process areas.
been given information on the procedures for filling out the
Researchers also compared the maturity level of data quality
questionnaire. The questionnaire was given by email in
management based on Stanford, DMM and four other
Microsoft Excel format. The form of the questionnaire given
maturity levels that have been compared in the research of
is a closed question with a choice of 'yes' or 'no'. A 'yes'
Rela, Satrio and Achmad [12] in table 3.
answer is given if the criteria in the questionnaire have been
Table 3 Comparison of maturity level in data quality management

Maturity Level
Reference
1 2 3 4 5
Paulk et al [12] Initial Repeatable Defined Managed Optimized
Ryu et al [12] Initial Defined Managed Optimized -
Loshin [12] Initial Repeatable Defined Managed Optimized
Person dependent Policies, standards Defined and Managed and Continues
Kirikoglu [12]
and basic and procedures stable standardized improvement
Quantitatively
Stanford [21] Initial Managed Defined Optimizing
Managed
DMM [22] Performed Managed Defined Measured Optimized

implemented, and conversely a 'no' answer is used if the

Paulk et al, Ryu et al, Loshin, and Kirikoglu provide a
maturity level to assess data quality. However, DMM and
Stanford maturity model provide a framework to assess data
quality management process. Therefore, Stanford and DMM
will be a suitable option of maturity model for this research.
Stanford only provides simple assessment on people,
process, and technology. Meanwhile, DMM provide holistic
approach from strategic consideration to operational process
of data quality management. Therefore, DMM was chosen as
the methodology for measuring the maturity level of data
quality management in this study because of its approach and
it also allows organizations to self-evaluate against
documented best practices, define gaps, and improve data
management across functional, business, and geographic
boundaries.
In DMM, there are four process areas for the category of
data quality management that need to be measured to
determine the level of maturity. The process areas are (1) data
quality strategy, (2) data profiling, (3) data quality
assessment, and (4) data cleansing.
III. RESEARCH METHODOLOGY
This section will discuss the data collection methods and
research procedures that will be used.
A. Research Instrument
Data was collected using a questionnaire to answer the
problems that underlie this research. The questionnaire was
adopted from the CMMI Data Management Maturity Model
[22] and consists of 72 questions spread over 4 process areas
in data quality management. Table 4 shows the questions
structure and areas of data quality management.
criteria in the questionnaire have not been implemented. The
answers to the questionnaire were then re-validated to ensure
compliance with conditions in the company. Re-validation is
carried out by Head of Compensation Services Division.
After getting validation, a comparison of the total 'yes'
answers to the total questions at each level is carried out so
that the percentage of implementation is obtained.
Furthermore, the percentage of implementation is used as the
basis for measuring the level of maturity.
B. Research Procedure
Research procedure is explained in figure 1.
Data Collection
Data Processing and Analysis
Result or Conclussion of Study
Figure 1 Research procedure
1. The first step is to collect data through a questionnaire.
Questionnaires were given to subject matter experts in
the work unit for compensation services in the form of
'yes' and 'no' answers. After getting the answers to the
questionnaire, validation was carried out through
analysis on company document, interviews, and
observation to ensure the suitability of the answers with
actual conditions.
2. The next stage is data processing and analysis. After
getting the data needed for research, data processing is
carried out using references related to the assessment of
 data quality maturity.
3. The results of data processing from the previous stage
are then analyzed to obtain results or research
conclusions and are used as the basis for providing
recommendations to PT. ABC.
criteria for being largely implemented or fully implemented
at level 2 and fully implemented at level 1.
With this understanding, mapping the maturity level of the
process area on data quality management at PT. ABC can be
summed up as table 6.

Table 6 Maturity level of each process area

IV. RESULT AND DISCUSSION
This section describes the results of the research including Process Area Maturity Level
the identification of maturity levels, gap analysis, and Data Quality Strategy Level 1
recommendations for PT. ABC in order to make Data Profiling Level 1
improvements to data quality management. Data Quality Assessment Level 2
Data Cleansing Level 1
A. Maturity Level Identification
After getting a response to the questionnaire given, the
next step is to process the data obtained from the results of B. Gap Analysis
the questionnaire to determine the level of implementation of Referring to the DMM, a process can be categorized as
functional practices according to DMM. Measurement of the consistently applied or consistently implemented if the
level of implementation is done by dividing the number of maturity level reaches level 3 and above [22]. Based on the
"yes" answers by the number of questions at a certain identification of the maturity level that has been done
maturity level and presented in percentage form. Based on the previously, it is known that PT. ABC gets a maturity level at
results of the questionnaire, the percentage of implementation level one for data quality strategy, data profiling, and data
of functional practices at each maturity level can be seen from cleansing and level two for data quality assessment. Thus, the
table 5. data quality management process at PT. ABC has not been
categorized as consistently applied. Map of the maturity level
Table 5 Percentage of functional practice implementation of data quality management at PT. ABC's current and
expected maturity level is illustrated in Figure 2.
Maturity Data Data Data Data
Level Quality Profiling Quality Cleans-
Strategy Assessment ing
1 66.67% 100% 100% 100%
2 50% 40% 66.67% 33.33%
3 16.67% 33.33% 40% 60%
4 25% 25% 0% 0%
5 50% 66.67% 0% 50%

To get a maturity value at a certain level, a process area

must implement comprehensive functional practices at that
level and levels below it [22]. For example, to achieve
maturity level 3, the process area must achieve
comprehensive implementation of functional practices at
levels 1, 2 and 3.
Referring to the maturity level assessment which was first
introduced through ISO 15504 [24], the implementation
achievement is divided into 4 criteria [25], namely:
- Fully implemented.
The criteria for fully implemented is if the achievement
of implementation is in the range of 86%-100%
- Largely implemented
The criteria for mostly implemented are the results of
the assessment of implementation achievements in the
range of 51% -85%
- Partially implemented
The process is said to be partially implemented if the
implementation achievement is in the range of 16%-
50%.
- Not implemented.
It is said not implemented if the achievement of
implementation is in the range of 0% -15%.
In order to be said to be fully implemented at a level, the
process must reach the criteria of being fully implemented or
largely implemented at that level and fully implemented at
the previous level [25]. For example, for a process to be said
to be fully implemented at level 2, the process must meet the
Figure 2 Mapping of gap analysis
Overall, each process areas in data quality management have
a fairly wide gap in maturity level. This gap is caused by
functional practices that have not been implemented by PT.
ABC. Based on the results of the analysis, there are twenty-
six functional practices that have not been implemented by
PT. ABC. The results of this gap will then be used as the basis
for developing recommendations.
C. Recommendations
In order to achieve the expected maturity level so that the
process can be categorized as fully implemented with a
minimum maturity level at level three, the recommendations
given are to complement functional practices that have not
been carried out at level one, level two and level three. There
are twenty-six points of recommendation for four process
areas in data quality management. Details of
recommendations for PT. ABC is described in table 7.
 Table 7 Recommendation based on gap analysis No Process Recommendation
Area
No Process Recommendation 14 Data Establish a plan for profiling the data
Area profiling store to ensure the profiling activities
1 Data Defines rules of data quality such as are aligned with the business needs
Quality control processing and metrics of error 15 Data Report the results of data profiling and
Strategy rates and data quality threshold profiling recommendations to stakeholders
2 Data Defines data quality criteria and regularly
Quality monitor the criteria to ensure whether 16 Data Ensure the availability of records
Strategy the data quality criteria already met profiling related to metadata documentation,
3 Data Establish guidelines for implementing a physical data and data quality rules
Quality data quality strategy as guidance on 17 Data Ensure the consistency of Profiling
Strategy how data quality activities are profiling process by performing regular
conducted to achieve organization’s monitoring
goals
4 Data Involve the executive level in the 18 Data Define the SDLC flow and ensure that
Quality approval of the data quality strategy to profiling the SDLC flow includes data profiling
Strategy ensure the alignment of the data quality activities with adjustments to criteria,
strategy with the goals and plans of PT. guidelines and governance
ABC 19 Data Conduct periodic data quality
5 Data Supervise or monitor the achievement Quality assessments per semester
Quality of the data quality strategy per semester Assessment
Strategy 20 Data Develop methods to assess business
6 Data Designing data governance and Quality impact (including cost, benefit, risks)
Quality ensuring that data governance covers: Assessment and apply them consistently at PT.
Strategy 1. Manage the duties and ABC
7 Data responsibilities of the data 21 Data Develop reporting standards for data
Profiling; governance group Quality quality measurement integrated with
8 Data 2. Cover the entire data cycle Assessment SDLC and compliance processes
Quality (create, store, use, share, 22 Data Define the scope of data cleansing
Assessment achieved, destroy) Cleansing
9 Data 3. Ensuring data governance is 23 Data Define the data cleansing
Cleansing involved in the identification Cleansing implementation process that may be
of shared data and profiling of documented in data cleansing policy
related data storage and 24 Data Develop policies related to data
periodic monitoring Cleansing cleansing
4. Assign key attributes based 25 Data Develop methods to improve data.
on subject area for data Cleansing Methods may include repository
quality assessment comparison, logic checks, verification
5. Establish a data quality policy against valid source.
that include a guidance for 26 Data Define the standard for data cleansing
data profiling, cleansing, Cleansing results reports
assessment and
monitoring Through this research, the company can find out the
mechanism for increasing the maturity of data quality
6. Ensuring the governance
management in the settlement of compensation at PT. ABC.
group has established,
maintained and ensured V. CONCLUSION
compliance with data
It can be concluded that the maturity level of data quality
cleansing rules
management, especially the data used for the process of
10 Data Establish mechanisms for calculating
completing compensation for victims of road traffic accidents
Quality costs and benefits of data quality
Strategy initiatives and public transportation at PT. ABC is at level one for the
11 Data Ensuring the suitability of data data quality strategy, data profiling, and data cleansing
Quality profiling, data assessment and risk process areas and level two for data quality assessment. The
Strategy assessment with business needs by achievement of this maturity level is still not in accordance
performing regular monitoring and with the expected maturity level, namely at level three. This is
evaluation on data quality strategy because there are twenty-seven functional practices for the
12 Data Supervise and maintain data quality four process areas that have not been implemented at PT.
Quality improvement plans ABC. For that PT. ABC needs to make improvements to each
Strategy process area in order to close the gap so that it can reach the
13 Data Establish data profiling methodology expected maturity level.
profiling (may include the planning and scoping Recommendations for improvement to reach maturity
process, profiling techniques, report level at level three consist of a total of twenty-six
template) and ensure consistency of recommendation points spread over four areas of the data
implementation quality management process. With details of nine
recommendations for the data quality strategy process, seven
recommendations for data profiling, four recommendation
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