Description
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.
Recommended Citation
Caldeira, Mario; Dhillon, Gurpreet; and Dhillon, Simran, "Capturing Experiences to Inform Organizational Intelligence: The Case of IT Service Competence" (2015). AMCIS 2015 Proceedings. 7.
https://aisel.aisnet.org/amcis2015/IntelSys/GeneralPresentations/7
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.