Toward learning organization in a telecom operator network operation center

Abstract

In new ICT ecosystem, telecom operators need to be adaptive in order to survive in turbulent market environment. The changes in competition, shifting customer preference and rapid technology development force the operator to be adaptive and learn faster than the competitor. The operator needs to be a learning organization. To established profound change, the learning organization (LO) shall start with pilot of small unit of the organization. This study is exploration research in Network Operation Center Department (NOC) in one of telecom operator in Qatar. The study consider three building blocks of learning organization based on Garvin's framework: supportive learning environment, concrete learning processes & practices and leadership that reinforces learning. A survey was administered to collect staff's perspectives using the Learning Organization Survey (LOS). The research will use mixed methodology. The results from the assessment were used to formulate questions for interviews to NOC top management in semi-structural way. Observation was used to analyze and correlate the qualitative and quantitative data and information. The study concludes that NOC still need to develop further to have expected LO and leadership is the key factor on learning organization development at NOC. As implication to organizational development the initiative in people, process and technology expected to fill this gap. (C) 2017 The Authors. Published by IASE. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).