DEVELOPING ORGANIZATIONAL AGILITY TO ALIGN WITH ORGANIZATION DIRECTION: THE CASE OF SERVICE OPERATIONS CENTER, OOREDOO QATAR

• Main Author: Yophi Prayuda, Riza
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/76897
• Institution: Institut Teknologi Bandung

Due to intense competition in the business environment, organizational agility is essential for the organization to stay competitive. Providing excellent customer experience is crucial to winning the competition. The Service Operation Center (SOC) in Ooredoo Qatar, which monitors the telecom network and service, and resolves customer technical issues, plays an important role in increasing customer satisfaction. Hence, the study aims to develop the SOC's organizational agility and align it with its direction in achieving customer experience excellence. The study adopted a mixed research methodology through the survey of all SOC employees (quantitative) and interviews with the SOC management team (qualitative). The survey was conducted to assess the current organizational agility maturity level. Based on the survey result, the study is further explored to identify the gaps and strategic initiatives to bridge those gaps through interviews with the management team. Then, the relevant solutions are proposed to address the identified gaps. According to the survey, the SOC's current organizational agility maturity level is Agility Transition. However, some agility practices need to be improved in the workforce capabilities dimension, namely multi-skilled, technological capabilities, ability to re-organize, motivation, and responsibility. Therefore, three solutions are proposed to develop an agile workforce: Organizational Learning (OL), Knowledge Management (KM), and Vertical Job Loading (VJL). It is expected to increase workforce agility and subsequently increase organizational agility.