Record Details

Improving Decision Making in an ISP through Business Intelligence

Asian Journal of Business and Management

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Field Value
 
Title Improving Decision Making in an ISP through Business Intelligence
 
Creator Moturi, Christopher
Mutungi, Kendi
 
Subject Business Intelligence
ISP
Internet Service Provider
ISP Service Management
Predictive Analytics
Predictive Model
 
Description In order to attract subscribers and increase revenue in a very competitive   Internet Service Provider (ISP) industry, the players make great effort to improve their service management. The ability to make effective decisions is crucial to survival in this dynamic business environment. This paper proposes a Business Intelligence Model for ISPs in Kenya to assist management in developing effective service management strategies. The needs and critical information requirements of the senior management of a leading ISP in Kenya were identified by conducting interviews. Using SAP Business Objects and SPSS, the Business Intelligence model was developed for verification. We explored customer usage characteristics and preference knowledge by examining monthly volume usage and the cost of bandwidth using data form the ISP covering a period of four months. Embedded OLAP tool was used to identify patterns to determine the usage value of customers. Customers were divided into clusters identifying customer value which enabled the senior management in the organization to develop direct and effective marketing strategies. Based on the model, senior management was able to learn from the past and forecast the future. The model improved information flow, increased the speed and quality of key marketing and sales decisions in the organization.
 
Publisher Asian Online Journals
 
Date 2013-06-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://ajouronline.com/index.php/AJBM/article/view/251
 
Source Asian Journal of Business and Management; Vol. 1 No. 2 (2013): June 2013
2321-2802
 
Language eng
 
Relation https://ajouronline.com/index.php/AJBM/article/view/251/164