Building a Nascent Analytics Capability: Service Express

Invited Talk | Day 3 | 13:30:00 | 45 Minute Duration | GG-E/F
  • Omar Malik
    Grand Valley State University Graduate Student

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Building a Nascent Analytics Capability: Service Express

Invited Talk | Day 3 | 13:30:00 | 45 Minute Duration | GG-E/F

In this session, I will present interim results from BDI sponsored research on how West Michigan firms are building new analytics capabilities. This research is based upon a case study of Service Express. Service Express is a Grand Rapids-based third-party data center maintenance company. In its 26 years of existence, Service Express has grown rapidly and has gained accolades for its unique culture and management.

Two years ago, Service Express started building an in-house data-science/analytics function. This function has created a number of products that are being used across the organization with great success. Given its success in developing this new capability, much can be learned from the experiences at Service Express. In this research, I identify individual and organizational factors that have led to the successful evolution of data science and analytics within Service Express. Furthermore, I generalize initial results from this analysis to a theory regarding how firms build new capabilities.

This session is useful for managers as well as academics. Managers can learn from the Service Express experience and see how they can build a successful analytics function within their firms. Academics can gain perspective on organizational capability development processes and how they manifest in the unique case of building a new capability that is mired in organizational and technological complexity.