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In this paper we argue that in order to capture customer experiences for generating organizational intelligence, there is a need to define objectives. In this paper we present an approach, Value Focused Thinking, for identifying and articulating objectives, which help in informing organizational intelligence. The paper makes a call for structuring stakeholder experiences that enable organizational intelligence in the context of IT service competence. Structured experiences form the basis for defining knowledge and hence organizational intelligence.

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Capturing Experiences to Inform Organizational Intelligence: The Case of IT Service Competence

In this paper we argue that in order to capture customer experiences for generating organizational intelligence, there is a need to define objectives. In this paper we present an approach, Value Focused Thinking, for identifying and articulating objectives, which help in informing organizational intelligence. The paper makes a call for structuring stakeholder experiences that enable organizational intelligence in the context of IT service competence. Structured experiences form the basis for defining knowledge and hence organizational intelligence.