Building Connections to Enhance Customer Base and Achieve Positive Results

The provided content discusses the importance of identifying solutions to problems in order to bring positive results and enhance customer base within an organization. The articles highlight the significance of system thinking, critical thinking, and sustainable innovation in achieving organizational excellence. By applying these concepts, organizations can improve their performance evaluation, reduce negative repetitive thinking, and enhance online consumer approach behavior. The content also touches on the Internet of Things (IoT) and its impact on our future.

System Thinking

Table of Contents
INTRODUCTION...........................................................................................................................1
1. Describing the problem situation............................................................................................1
2. Capturing the problem situation..............................................................................................1
3. Stakeholder analysis................................................................................................................2
4. Data structuring.......................................................................................................................3
5. Developing an Inter-relationship diagram..............................................................................3
6. Developing interventions that can change these drivers and address the concern..................4
7. Addressing the interventions...................................................................................................5
8. Identifying small wins to indicate and implement the answers..............................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

Illustration Index
Illustration 1: Affinity Diagram.......................................................................................................3
Illustration 2: Inter-relationship diagram.........................................................................................4

INTRODUCTION
Internet of things (IOT) is considered as the nature of transforming everyday physical
objects that are surrounded near us and involves in the rapidly changing ecosystem. It assesses
that adopting such technology helps individual in making better opportunities in their daily
routine lives (Goetsch and Davis, 2014). For instance, firms are focusing upon involving more
and more items into the digital fold every day and thus assists in tracking everything humans do
on daily basis. Here, MTN Group has been selected which is operating its functions in
telecommunications sector and carries out its business in different African, European and Asian
countries.
1. Describing the problem situation
Here, it assesses that MTN business unveils its internet of things (IOT) platform and thus
provides greater control and advanced management features for their connected devices and SIM
cards. Main issue faced by business is that they are thinking of launching new platform to
connect IOT instruments and systems (Pratkanis, Breckler and Greenwald, 2014). However, it is
a new network that entire African continent will benefit from it in regard to enhance the number
of people connected and minimize the cost. Introducing such revolutionary innovation helps
business to change individual's life and thus design smart devices in order to connect to different
systems and help society. Business also develops such connections in order to maintain privacy
and thus develop security in order to advent internet of things. Main challenges faced by IOT is
that it signifies simplicity, cheapness and efficiency in order to provide a network of internet of
things device connections. Business aim is to strengthen its network in regard to make the
devices smarter, cheaper and efficient. MTN needs to focus upon its future and identify the
challenges they might face in order to find solutions so that best results can be attained (Ben‐Zvi‐
Assaraf and Orion, 2010).
2. Capturing the problem situation
It can be evaluated that adopting IOT innovation helps in facing problems for MTN as it
requires huge investment because of its efficiency. Here, business focuses upon looking to
connect and manage machines across African continent and provide Internet of Things platform
so that it could become a dedicated network in order to connect devices and systems removing
significant cost and accessibility barriers that helps in ultimately enabling development upon a
1

broader scale (D’Anna and Cascini, 2011). Business also focuses upon identifying a number of
global IOT connections and expects firm to grow its revenues in near future. Hence, obtaining
significant business opportunities helps in identifying aspiring developers in African continent
and provide open platform so that individual can exchange and perform actions in order to
respond intelligently to their environments without the intervention of human beings. Main
problem situation faced by company was Internet of Things and MTN's future to grow and attain
success in such digital world (Galea, Riddle and Kaplan, 2010).
3. Stakeholder analysis
MTN operates in a mobile communication industry that helps in regulating within
different countries and thus it provides different infrastructure that is essential to economic
development and thus provides effective communication services to their clients. Developing
stakeholder framework helps in adopting better track and formalise stakeholder engagement and
input so that they can operate effectively (Cezarino, Junior and Correa, 2012). Firm also takes
into account different policies and principles in order to carry out best results. Following are the
different stakeholders which helps in playing a crucial role within firm's operations-
 Employees- MTN launches a new employee value proposition in order to develop a new
approach that helps in managing leadership talent. It also helps in containing information
in the people and remuneration so that IOT can be developed and communicated to
people (Fisher, 2011).
 Government bodies- MTN closely helps in guarding its independence. However, it also
helps in recognising the significance of balancing this with appropriate engagement with
the key government bodies and involve right people from MTN. Main importance of such
engagement helps in increasing IOT usage within African continent (Kapferer, 2012).
 Shareholders- Here, it assesses that MTN establishes a new format of engagement with
their investors and thus practice effective operations within firm. Company needs to
attract different investors so that they invest huge amount within its operations and thus
overcome the problem situation (Cusumano, 2010).
 Competitors- There are different businesses operating in the market and thus it is
essential for firm to provide the best solutions towards IOT in order to help people to
choose the same and overcome competition from market (Rexford and Dovrolis, 2010).
2

4. Data structuring
It assesses that the affinity diagram helps in organizing a large number of ideas into their
natural relationship. Such method assists in developing team's creativity and intuition. However,
such diagram is developed at the time of controlling different facts or ideas in apparent chaos.
Also, issues seem too large and complex to understand. It is essential for business to use
effective affinity diagram in order to record each idea separately and thus structure it well so that
notes can be prepared effectively (Leping, 2010). Affinity diagram involves different categories
such as maintenance costs, overtime costs, material costs, utility cost, safety and hours downtime
etc. Affinity is used within firm in order to organise and record data and ideas. MTN uses such
tool in regard to group data as per their natural relationship so that best results can be attained. It
also assists business to note very important data so that it helps them to determine the categories
or headings effectively (Newby, Williams and Andrews, 2014).
Illustration 1: Affinity Diagram
(Source: Vinitzky and Mazursky, 2011)
5. Developing an Inter-relationship diagram
Inter-relationship diagram can be stated as it helps in showcasing different issues which
are related to one another. It also assists in identifying the issues that are causing issues and that
3

are result of different actions. It also helps in showcasing the strength of each influence. Further,
inter-relationship diagram consists of different factors such as set of boxes, one representing each
problem. However, arrows show direct relationship and thus distinguishes causes effects
(Newby, Williams and Andrews, 2014). It can be effectively useful at the time of trying to sort
out possible causes of particular issue. Although they do not assess detailed reasons for the issue
and allows broader issues that affects one another. It involves organizational communication,
performance management, workforce and knowledge management, portfolio and project
management and data integration.
Illustration 2: Inter-relationship diagram
(Source: Liu and et.al., 2011)
6. Developing interventions that can change these drivers and address the concern
It can be assessed that business is required to develop intervention which helps in
changing different drivers and address the issues so that best results can be attained. Moreover, it
helps firm to identify the problem and thus provide proper solution so that such drivers can help
in attaining desired results. Identifying intervention and addressing the concern assists in
influencing each other so that better opportunities can be enhanced up to a great extent
4

(Abousena, 2015). Here, it is essential for firm to assess the problem and thus solve them
through analysing different factors and thus produce different solutions such as brainstorming in
order to overcome issues in an effective way. Analysing the problems and providing the best
solutions helps in attaining desired results (Goetsch and Davis, 2014).
7. Addressing the interventions
Here, it can be evaluated that business is required to effectively address the concern
through social media and attracts people towards the innovation. Introducing Internet of Things
helps firm to develop digitalization so that people can be attracted towards it in order to
overcome the issues and attain better results (D’Anna and Cascini, 2011). Further, introducing
different factors will help in addressing the concern so that better solutions can be developed. It
also helps in improving the opportunity of firm in market and thus bring positive outcomes.
Hence, it also assists in identifying appropriate solutions to the problems so that positive results
can be attained. MTN effecti9vely addresses the solutions and intervene in between in order to
bring positive results.
8. Identifying small wins to indicate and implement the answers
It can be assessed that identifying small wins helps firm to enhance their opportunities
and thus implement the results in order to attain solutions. MTN focuses upon implementing
Internet of Things and thus enhance their technology by providing the best solutions to
individual. It also helps firm to bring positive results in the form of innovation and thus obtain
desired results (Cezarino, Junior and Correa, 2012). Hence, cited firm introduces internet of
things and produce better options to individual in order to enhance their telecommunication
market.
CONCLUSION
It can be concluded from the study that internet on things is a digital technology adopted
by firms in order to provide visual world to people. Therefore, MTN undertakes such approach
so that they can provide innovative services by using Internet on Things and connect with people
in order to improve results. Thus, it can be assessed that identifying the solution to the problems
helps firm to bring positive results and enhance customer base within firm.
5

REFERENCES
Books and Journals
Ben‐Zvi‐Assaraf, O. and Orion, N., 2010. Four case studies, six years later: Developing system
thinking skills in junior high school and sustaining them over time. Journal of Research in
Science Teaching. 47(10). pp. 1253-1280.
Cezarino, L.O., Junior, F.H. and Correa, H.L., 2012. Organization performance evaluation using
system thinking: a study in Brazilian chemical organizations models. Systemic Practice
and Action Research. 25(1). pp. 81-92.
Cusumano, M., 2010. Technology strategy and management The evolution of platform thinking.
Communications of the ACM. 53(1). pp. 32-34.
D’Anna, W. and Cascini, G., 2011. Supporting sustainable innovation through TRIZ system
thinking. Procedia Engineering. 9. pp. 145-156.
Fisher, A., 2011. Critical thinking: An introduction. Cambridge University Press.
Galea, S., Riddle, M. and Kaplan, G.A., 2010. Causal thinking and complex system approaches
in epidemiology. International Journal of Epidemiology. 39(1). pp. 97-106.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
Pearson.
Kapferer, J.N., 2012. The new strategic brand management: Advanced insights and strategic
thinking. Kogan page publishers.
Leping, W., 2010. Thinking on Strategy and Tactics for Development of Next Generation
Internet. Telecommunications Science. 26(6). pp. 1-7.
Liu, T.C. and et.al., 2011. Problematic Internet use and health in adolescents: data from a high
school survey in Connecticut. The Journal of clinical psychiatry.72(6). pp. 836-845.
Newby, J.M., Williams, A.D. and Andrews, G., 2014. Reductions in negative repetitive thinking
and metacognitive beliefs during transdiagnostic internet cognitive behavioural therapy
(iCBT) for mixed anxiety and depression. Behaviour research and therapy. 59. pp. 52-60.
Pratkanis, A.R., Breckler, S.J. and Greenwald, A.G., 2014. Attitude structure and function.
Psychology Press.
Rexford, J. and Dovrolis, C., 2010. Future Internet architecture: clean-slate versus evolutionary
research. Communications of the ACM. 53(9). pp. 36-40.
6

Vinitzky, G. and Mazursky, D., 2011. The effects of cognitive thinking style and ambient scent
on online consumer approach behavior, experience approach behavior, and search
motivation. Psychology & Marketing. 28(5). pp. 496-519.
Online
Abousena, M., 2015. Internet of Things (IoT) and our future. [Online]. Available through:
<http://blogs.cisco.com/perspectives/internet-of-things-iot-and-our-future>. [Accessed on
3rd August 2016].
7