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Why was the quality of the data poor?: Attitude of underwriters

That some underwriters did not believe that data input was part of their job and that this could have a detrimental effect on data quality was recognised in '91 (00171). In part this was because the servicing side was not seen as the glamorous or fun part of the job but also the underwriters did not see that servicing was part of their job and associated data input with servicing (00480, 00492). However this translated into a view that underwriters shouldn't use keyboards (00341, 00535), or be 'glorified processors' (00702).

In the Q&A system and later in the Multinational system there was some evidence that this atttitude of the underwriters meant they didn't particularly care about the accuracy of the data entry and 'any old thing was sometimes dumped in' (00080, 00478).

Social influence:
Organisation: Culture
Technical influence:

Commentary
Social influence
Technical influence

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© Clare Tagg 2000