Improving Decision Making in an ISP through Business Intelligence

Authors

  • Christopher Moturi School of Computing and Informatics University of Nairobi Kenya
  • Kendi Mutungi School of Computing and Informatics University of Nairobi Kenya

Keywords:

Business Intelligence, ISP, Internet Service Provider, ISP Service Management, Predictive Analytics, Predictive Model

Abstract

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.

References

Altmann, J., Goel, D. (2006). Economizing ISP Interconnections at Internet Exchange Points. Transactions of the SDPS, 10(4).

Anandarajan, M., Anandarajan, A. & Srinivasan, C.A. (2004). Business Intelligence Techniques: A Perspective from Accounting and Finance. Springer-Verlag, Heidelberg.

Berry, M.J.A. and Linoff, G.S. (2004). Data Mining Techniques. John Wiley & Sons

Cody, W.F., Kreulen, J.T., Krishna, V. Spangler, W.S. (2002). The Integration of Business Intelligence and Knowledge Management. IBM Systems Journal, 41(4), 697-713.

Cooper, L.F. (2102). International Business Intelligence and Analytics Survey. BizTechReport.

Gartner (2012). Business Intelligence & Information Management. http://www.gartner.com/

Gartner (2011). BI Platforms User Survey, Gartner Business Intelligence Reports. http://www.gartner.com/

Jui-Yu Wu (2010). Computational Intelligence-Based Intelligent Business Intelligence System: Concept and Framework. Proceedings of the 2nd International Conference on Computer and Network Technology, ICCNT, 334-338.

Li, S.-T., Shue, L.-Y., and Lee, S.-F. (2008). Business Intelligence Approach to Supporting Strategy-making of ISP Service Management. Expert Systems with Applications (SCI), 35(3), 739–754.

Liautand, B. (2001). E-Business Intelligence: Turning Information into Knowledge into Profit. Mc-Graw Hill, USA.

Normile, C. (2008). Business Intelligence for the Telecommunications Industry Ingres. Corporation, California, USA.

Oliveira, M. C. F., & Levkowitz, H. (2003). From visual data exploration to visual data mining:

A Survey. IEEE Transactions on Visualization and Computer Graphics, 9(3), 378–394.

Olszak, C. and Ziemba E. (2007). Approach to Building and Implementing Business Intelligence Systems. Interdisciplinary Journal of Information, Knowledge, and Management, 2, 135-148.

Oracle Corporation (2006). Customer Loyalty: The New Competitive Advantage. VoIP Research Librar.

Roth, M. A., Wolfson, D. C., Kleewein, J. C. & Nelin, C. J. (2002). Information integration: a New Generation of Information Technology. IBM Systems Journal, 41(4), 563-577.

Sittha, S. and Siriluck, R. (2010). Internet Bandwidth Network Quality Management: The Case Study of Telecom Organization of Thailand. World Academy of Science, Engineering and Technology, 40, 509-515.

Yeoh, W. and Koronios, A. (2009). Critical Success Factors for Business Intelligence Systems, Journal of Computer Information Systems, 50(3), 23-32.

Wiig, K.M. (1993). Knowledge Management Foundations: Thinking about Thinking – How People and Organizations Create, Represent, and Use Knowledge. Knowledge Management

Series, Arlington, TX: Schema Press.

Wiig, K. M. (1997). Knowledge Management: An Introduction and Perspective. Journal of

Knowledge Management, 1(1), 6-14.

Downloads

Published

2013-06-20

How to Cite

Moturi, C., & Mutungi, K. (2013). Improving Decision Making in an ISP through Business Intelligence. Asian Journal of Business and Management, 1(2). Retrieved from https://ajouronline.com/index.php/AJBM/article/view/251

Issue

Vol. 1 No. 2 (2013): June 2013

Section

Articles

License

  • Papers must be submitted on the understanding that they have not been published elsewhere (except in the form of an abstract or as part of a published lecture, review, or thesis) and are not currently under consideration by another journal published by any other publisher.
  • It is also the authors responsibility to ensure that the articles emanating from a particular source are submitted with the necessary approval.
  • The authors warrant that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required.
  • The authors ensure that all the references carefully and they are accurate in the text as well as in the list of references (and vice versa).
  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
  • The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author.