Building an Organizational Decision Support System for Investment Performance Management: Korea Telcom Case

Organizational decision support systems (ODSL$ are a new type of decision support systems(DSS) focusing on the 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 lqers. 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 (22)‘s Operations and Maintenance (O&11) division focusing on its investment strategies. We developed a conceptual framework which links O&M investment decisions to performance of its operational branches across the nation. In this framework, performance of each local branch is evaluated on two dimensions: quality of service (QOS) and d&f&x.&y of the local operating environment (CDI: context di$iculty index). This approach will enable O&A4 management to explicate the major causes behind differences in service quality among local branches and to determine proper scale and area of O&M investment for competing branches. 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 Supp6rt EHvironmerrt (IDS@.