Building an organizational decision support system for Korea Telecom: A process redesign approach

Organizational decision support systems (ODSSs) are a new type of decision support systems (DSSs) focusing on organization-wide issues rather than individual, group, or departmental issues. Because of its organization-wide scope, a typical ODSS cuts across organizational functions or hierarchical layers. Thus, seamless integration with organization's diverse IS applications running on heterogeneous platforms becomes a critical issue for building a successful ODSS. In this paper, we analyzed the Korea Telecom's (KT) Operations & Maintenance (O & M) division focusing on its investment strategies. We developed a conceptual framework through process redesign, which links O & M investment decisions to performance of its operational branches across the nation. To support the above framework, we also developed a prototype for the KTOM-ODSS with an EIS-like user-friendly interface. When a complete ODSS is implemented on top of various KT transaction processing systems, it will become a critical component of the O & M Integrated Decision Support Environment (IDSE).