Evaluating analytics maturity in a regional airline
Kurkinen, Elina (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060116953
https://urn.fi/URN:NBN:fi:amk-2023060116953
Tiivistelmä
In this master’s thesis, the maturity level of a Finnish airline (Nordic Regional Airlines, Norra) was investigated both in terms of organizational as well as data analytics maturity.
The company launched an analytics project in early 2022 and the purpose of this thesis study was to discover the current level of analytics maturity and to serve as an eye-opener for possible process changes that could be implemented with the help of analytics tools. In the context of this study, maturity refers to the organization's ability to develop and renew its processes. Several maturity models, most notably the DELTA model, were employed as the source literature for the research, the main part of which dealt with analytics maturity.
The level for both organizational and analytics maturity were determined with an online survey, which was sent to the Norra office staff in November 2022. The survey was sent to 104 people and 42 people answered the survey making the response rate approximately 44%. The respondents had two (2) weeks to answer the survey.
In addition to the survey, the research was supplemented with four (4) interviews to gain a comprehensive view of both the company's organizational and analytics maturity levels. The interviews proved to be a valuable insight into the topic as basing a study only on the maturity model theories could be considered slightly superficial.
The organizational maturity level of the Norra office staff was at a good level and the desire to develop one's skills while adapting to the challenges of the transforming work environment was clearly visible, which is one of the most significant characteristics of a mature organization. The level of Norra’s analytics maturity was slightly below the mid-level on the five-step DELTA model. However, it is considered a good result for an organization that has only recently launched an analytics project. On the DELTA model, Norra ranks between levels two (2) "Localized analytics" and three (3) "Analytics aspirations". Judging by the respondents’ comments in the open-ended responses on analytics in general, it can be stated that the positive attitudes towards analytics can be seen as an opportunity to raise the analytics maturity level in the near
future.
As said previously, the Norra office organization's interest in analytics was considerable and many saw it as a development that could both save time and increase performance in daily tasks.
The company launched an analytics project in early 2022 and the purpose of this thesis study was to discover the current level of analytics maturity and to serve as an eye-opener for possible process changes that could be implemented with the help of analytics tools. In the context of this study, maturity refers to the organization's ability to develop and renew its processes. Several maturity models, most notably the DELTA model, were employed as the source literature for the research, the main part of which dealt with analytics maturity.
The level for both organizational and analytics maturity were determined with an online survey, which was sent to the Norra office staff in November 2022. The survey was sent to 104 people and 42 people answered the survey making the response rate approximately 44%. The respondents had two (2) weeks to answer the survey.
In addition to the survey, the research was supplemented with four (4) interviews to gain a comprehensive view of both the company's organizational and analytics maturity levels. The interviews proved to be a valuable insight into the topic as basing a study only on the maturity model theories could be considered slightly superficial.
The organizational maturity level of the Norra office staff was at a good level and the desire to develop one's skills while adapting to the challenges of the transforming work environment was clearly visible, which is one of the most significant characteristics of a mature organization. The level of Norra’s analytics maturity was slightly below the mid-level on the five-step DELTA model. However, it is considered a good result for an organization that has only recently launched an analytics project. On the DELTA model, Norra ranks between levels two (2) "Localized analytics" and three (3) "Analytics aspirations". Judging by the respondents’ comments in the open-ended responses on analytics in general, it can be stated that the positive attitudes towards analytics can be seen as an opportunity to raise the analytics maturity level in the near
future.
As said previously, the Norra office organization's interest in analytics was considerable and many saw it as a development that could both save time and increase performance in daily tasks.