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Purpose – There are various risks that can derail the adoption of business analytics (BA) practice in a telecom service provider (TSP) thereby jeopardising the possibility to increase profitability and improved customer experience. The purpose of this paper is to analyse different associated risks using situation-actor-process, learnings-actions-performance (SAP-LAP) model and build mitigation strategies for the adoption. Also the risks are ranked using the interactive ranking process (IRP) methodology and the dominating matrix provides insight to the actions and actors that need attention to improve the processes and performance. Design/methodology/approach – A case study of a TSP (X1) was analysed through close interactions with experts within the company and externals involved in setting up the BA practice in X1. Using the SAP-LAP framework risks were identified and then the IRP was used to rank the actors w.r.t performance and actions w.r.t processes. Findings – X1 has taken initiatives for setting up the BA practice in order to improve the profitability and customer experience through data insights. The suggested conceptual SAP-LAP model helps to address risk mitigation strategies for its adoption and the IRP frameworks helps in understanding the prioritisation matrix (using the ranking) to be considered to mitigate the risks. Research limitations/implications – The IRP framework is limited to certain relationships between actors, w.r.t processes and actions w.r.t performance for the prioritisation matrix of identified risks. This has scope to be further expanded to other relationships and therefore refining the findings. Also this approach could be used to study other industries too. Practical implications – SAP-LAP model identifies the risks in adopting the BA practice in a TSP. The synthesis of SAP leads to LAP, which bridges the gap by suggesting improvement actions based on the learning from the present situation, actors and processes. IRP provides the prioritisation matrix for mitigating the risks by identifying the dominating factors. Originality/value – BA practice plays a dominant role in a TSP. An approach to study the risks of its adoption using the SAP-LAP and IRP framework bridges the gap between the academic and corporate world. This paper is very relevant to managers involved in setting up a BA practice. For the academic, use of research model validates the identification of risks that are recognised in the corporate world and prioritising the risks that need to be addressed.
RESUMENEn el presente documento se expone una estrategia para disminuir el fracaso que existe en el proceso de apropiación del conocimiento para soportar la toma de decisiones en organizaciones de producción de bienes y servicios.Se evidencia la falta de hacer efectivo el conocimiento para obrar y tomar decisiones, es decir no se potencia el uso del conocimiento por Se busca mostrar un camino para hacer que las organizaciones se provean de inteligencia por lo que se propone la utilización de un sistema de aprendizaje organizacional, basado en el diseño de un operador de integración logística de conocimiento construido a partir de la unión sinérgica de sistemas de gestión de conocimiento y de sistemas de soporte a la decisión.La estrategia para construir el estado del arte parte del concepto propio de inteligencia individual, y por interacción como afecta a las estructuras organizacionales, para luego abordar los conceptos de inteligencia de negocios, inteligencia organizacional y gestión de conocimiento y su papel en el proceso de aprendizaje organizacional. Por lo que la hipótesis de la propuesta es: "Con la Integración Logística de Conocimiento, que se conFigura como la unión sinérgica de un sistema de soporte a la decisión (DSS) y la -nizaciones de producción de bienes y servicios, con capacidad para actuar exitosamente frente a procesos de toma de decisiones que no son abordados con las teorías y enfoques tradicionales." Para lo cual en primer lugar se propone determinar el estado del arte a partir de la caracterización de la estructura y el ambiente organizacional, determinando los diferentes factores y elementos, en donde se presentan problemas de decisión en la gestión de organizaciones productivas de bienes y servicios en ambientes estratégicos, tácticos y operativos y que proporcione inteligencia organizacional.
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