A. Chotimongkol, N. Thatphithakkul, Passakon Prathombutr
The traditional IVR or Interactive Voice Response is a voice interface with a computer over a phone line. To avoid the burden to hold the IVR hardware and software, we introduce the Smart IVR which is organized in the same concept with a cloud computing. It includes an IaaS, a PaaS and a SaaS platform. The designed architecture of the IVR composes of APIs for a developer like a Text-to-Speech API in the PaaS layer. In the SaaS layer, one may build their own IVR dialog in a snap over a Dialog Management module. Unlike other cloud IVRs, the proposed IVR smartly handles the text information with the Dialog Management. It could link a dialog to a text message from various platforms such as RSS, Twitter, Facebook, Google Maps and database. The real case of IVR service innovations have been presented in the show case section and the discussion on Service Innovation is provided.
{"title":"Smart IVR Service Platform","authors":"A. Chotimongkol, N. Thatphithakkul, Passakon Prathombutr","doi":"10.1109/SRII.2012.53","DOIUrl":"https://doi.org/10.1109/SRII.2012.53","url":null,"abstract":"The traditional IVR or Interactive Voice Response is a voice interface with a computer over a phone line. To avoid the burden to hold the IVR hardware and software, we introduce the Smart IVR which is organized in the same concept with a cloud computing. It includes an IaaS, a PaaS and a SaaS platform. The designed architecture of the IVR composes of APIs for a developer like a Text-to-Speech API in the PaaS layer. In the SaaS layer, one may build their own IVR dialog in a snap over a Dialog Management module. Unlike other cloud IVRs, the proposed IVR smartly handles the text information with the Dialog Management. It could link a dialog to a text message from various platforms such as RSS, Twitter, Facebook, Google Maps and database. The real case of IVR service innovations have been presented in the show case section and the discussion on Service Innovation is provided.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128314095","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The management and coordination of cross-enterprise collaboration is changing due to globalization, specialization and innovation; furthermore, it is changing also due to the adoption of service-oriented cloud computing (SOCC). SOCC provides means for value-chain automation that is supported by many service-oriented industry standards. In this new environment, enterprises face new challenges. Firstly, they need to semi-automatically find collaboration parties and learn about their identity, services, and reputation. Second, they need to source Business-Processes-as-a-Service (BPaaS) from these newly found third parties to provide them service value that they do not create in-house due to lack of resources or know-how. The contribution of this paper is twofold. First, it proposes a BPaaS-HUB architecture that enables speedy business-partner discovery and support for on-the-fly background checking. The architecture addresses the domain-independent requirements of the functionality, data-exchange protocol, and system behavior. Second, it indicates how to populate the architecture with existing services, thus, illustrating a rapid domain-specific instantiation of the BPaaS-HUB. The existence of BPaaS-HUB-type of services as "rendezvous locations" is required for the broad adoption of cross-enterprise collaboration (CeC) in a SOCC environments.
{"title":"A Cloud HUB for Brokering Business Processes as a Service: A \"Rendezvous\" Platform that Supports Semi-automated Background Checked Partner Discovery for Cross-Enterprise Collaboration","authors":"A. Norta, L. Kutvonen","doi":"10.1109/SRII.2012.40","DOIUrl":"https://doi.org/10.1109/SRII.2012.40","url":null,"abstract":"The management and coordination of cross-enterprise collaboration is changing due to globalization, specialization and innovation; furthermore, it is changing also due to the adoption of service-oriented cloud computing (SOCC). SOCC provides means for value-chain automation that is supported by many service-oriented industry standards. In this new environment, enterprises face new challenges. Firstly, they need to semi-automatically find collaboration parties and learn about their identity, services, and reputation. Second, they need to source Business-Processes-as-a-Service (BPaaS) from these newly found third parties to provide them service value that they do not create in-house due to lack of resources or know-how. The contribution of this paper is twofold. First, it proposes a BPaaS-HUB architecture that enables speedy business-partner discovery and support for on-the-fly background checking. The architecture addresses the domain-independent requirements of the functionality, data-exchange protocol, and system behavior. Second, it indicates how to populate the architecture with existing services, thus, illustrating a rapid domain-specific instantiation of the BPaaS-HUB. The existence of BPaaS-HUB-type of services as \"rendezvous locations\" is required for the broad adoption of cross-enterprise collaboration (CeC) in a SOCC environments.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128711826","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
C. Huemer, G. Kappel, Philipp Krenn, P. Liegl, D. Mayrhofer, R. Schuster, Mario Topf, H. Werthner, M. Zapletal
In this paper we present the ERPEL approach towards executing on-the-fly e-business transactions between semantically enabled ERP systems. By on-the-fly e-business transactions we understand transactions that are conducted between companies, that are not yet in a partnership and dynamically find each other to engage in e-business transactions. Finding an appropriate business partner requires to know his business capabilities or in other words which products or services he offers. For this purpose, we develop a seamless integration of the product portfolios, held in the ERP systems, into the ERPEL registry. A search in the registry has to disclose the technical capabilities of a potential business partner to ensure interoperability. Overloaded business document standards and a variety of different communication protocols hamper an effective communication between enterprises. Thus, ERPEL follows a bottom-up approach starting from core documents with well-defined extension mechanisms. Furthermore, ERPEL comes with a default communication protocol specifically targeting SMEs. These unambiguous specifications allow the development of business service interfaces (BSI) that are integrated into the ERP systems.
{"title":"ERPEL: Enabling Seamless Ad Hoc Cross Enterprise Collaborations","authors":"C. Huemer, G. Kappel, Philipp Krenn, P. Liegl, D. Mayrhofer, R. Schuster, Mario Topf, H. Werthner, M. Zapletal","doi":"10.1109/SRII.2012.59","DOIUrl":"https://doi.org/10.1109/SRII.2012.59","url":null,"abstract":"In this paper we present the ERPEL approach towards executing on-the-fly e-business transactions between semantically enabled ERP systems. By on-the-fly e-business transactions we understand transactions that are conducted between companies, that are not yet in a partnership and dynamically find each other to engage in e-business transactions. Finding an appropriate business partner requires to know his business capabilities or in other words which products or services he offers. For this purpose, we develop a seamless integration of the product portfolios, held in the ERP systems, into the ERPEL registry. A search in the registry has to disclose the technical capabilities of a potential business partner to ensure interoperability. Overloaded business document standards and a variety of different communication protocols hamper an effective communication between enterprises. Thus, ERPEL follows a bottom-up approach starting from core documents with well-defined extension mechanisms. Furthermore, ERPEL comes with a default communication protocol specifically targeting SMEs. These unambiguous specifications allow the development of business service interfaces (BSI) that are integrated into the ERP systems.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125173286","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this paper, we present a framework to model and measure the quality of an information technology (IT) service solution in services outsourcing domain. Our three main contributions in this paper are as follows. First, we present a systematic method to identify the drivers of Information Technology (IT) service solution quality based on the lifecycle phases of IT services projects; Second, we present ten service quality measurement dimensions and the associated metrics for measuring these dimensions organized as Value Driver Trees (VDTs); Third, we present a qualitative and quantitative analytical approach for modeling IT service quality metrics and for predicting the quality of service solutions using Value Driver Trees (VDTs). To the best of our knowledge our work is the first of its kind for measuring IT service solution quality in services outsourcing projects from IT service provider point-of-view. We are currently implementing these metrics at a large IT services outsourcing services provider.
{"title":"Measuring Service Solution Quality in Services Outsourcing Projects Using Value Driver Tree Approach","authors":"R. Akkiraju, Ruoyi Zhou","doi":"10.1109/SRII.2012.30","DOIUrl":"https://doi.org/10.1109/SRII.2012.30","url":null,"abstract":"In this paper, we present a framework to model and measure the quality of an information technology (IT) service solution in services outsourcing domain. Our three main contributions in this paper are as follows. First, we present a systematic method to identify the drivers of Information Technology (IT) service solution quality based on the lifecycle phases of IT services projects; Second, we present ten service quality measurement dimensions and the associated metrics for measuring these dimensions organized as Value Driver Trees (VDTs); Third, we present a qualitative and quantitative analytical approach for modeling IT service quality metrics and for predicting the quality of service solutions using Value Driver Trees (VDTs). To the best of our knowledge our work is the first of its kind for measuring IT service solution quality in services outsourcing projects from IT service provider point-of-view. We are currently implementing these metrics at a large IT services outsourcing services provider.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125329365","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In general, it is difficult for enterprises to establish adequate knowledge transparency in their internal organization and to cope with the knowledge development occurring in the external environment. Furthermore, when the external knowledge is acquired and stored, the organization should share it with the staff for knowledge extension, transformation, and eventually innovative creation. Thus, how to enhance the external knowledge acquired through knowledge management capability for improving the corporate performance has become a significant issue. However, there is few literatures on the relationship among external knowledge, knowledge management capability and corporate performance. Hence, this research applies the following methods such as literature review, case analysis, and collecting opinions from the experts to propose a conceptual framework to illustrate the relationship among external knowledge, knowledge management capability and corporate performance. Moreover, this study investigates how enterprises apply this framework to enhance their corporate performance.
{"title":"A Study on External Knowledge, Knowledge Management Capability and Corporate Performance","authors":"S. Tseng, Chun-I Wu","doi":"10.1109/SRII.2012.104","DOIUrl":"https://doi.org/10.1109/SRII.2012.104","url":null,"abstract":"In general, it is difficult for enterprises to establish adequate knowledge transparency in their internal organization and to cope with the knowledge development occurring in the external environment. Furthermore, when the external knowledge is acquired and stored, the organization should share it with the staff for knowledge extension, transformation, and eventually innovative creation. Thus, how to enhance the external knowledge acquired through knowledge management capability for improving the corporate performance has become a significant issue. However, there is few literatures on the relationship among external knowledge, knowledge management capability and corporate performance. Hence, this research applies the following methods such as literature review, case analysis, and collecting opinions from the experts to propose a conceptual framework to illustrate the relationship among external knowledge, knowledge management capability and corporate performance. Moreover, this study investigates how enterprises apply this framework to enhance their corporate performance.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127608223","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Social media have become a global phenomenon affecting people in their private lives and in their personal interactions, particularly among younger people. It is thus not surprising that social media are also being explored in professional contexts such as in large enterprises, where a number of social media platforms and social extensions to existing workgroup and collaboration systems have been emerging. In this paper, we consider one such platform that was developed for the internal use in a large global enterprise. We present data and their analysis for how this social media platform has been used in HP over the past five years. We then present conclusions from this analysis and relate them to work patterns in enterprises with the goal to better adapt social media platforms to the enterprise domain such that they better integrate with the work context people have as well as with IT systems that are used by them. The contribution of the paper is two-fold. First, we present data and usage analysis of our social media platform over the past five years. Second, based on this analysis, we derive enhancements for social media platforms to better fit the work context and that can turn social media into a new generation of productivity platforms for the enterprise.
{"title":"Evolving Social Media into Productivity Platforms","authors":"S. Graupner, C. Bartolini, H. M. Nezhad, J. Erbes","doi":"10.1109/SRII.2012.29","DOIUrl":"https://doi.org/10.1109/SRII.2012.29","url":null,"abstract":"Social media have become a global phenomenon affecting people in their private lives and in their personal interactions, particularly among younger people. It is thus not surprising that social media are also being explored in professional contexts such as in large enterprises, where a number of social media platforms and social extensions to existing workgroup and collaboration systems have been emerging. In this paper, we consider one such platform that was developed for the internal use in a large global enterprise. We present data and their analysis for how this social media platform has been used in HP over the past five years. We then present conclusions from this analysis and relate them to work patterns in enterprises with the goal to better adapt social media platforms to the enterprise domain such that they better integrate with the work context people have as well as with IT systems that are used by them. The contribution of the paper is two-fold. First, we present data and usage analysis of our social media platform over the past five years. Second, based on this analysis, we derive enhancements for social media platforms to better fit the work context and that can turn social media into a new generation of productivity platforms for the enterprise.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"162 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132574711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Due to the anonymity and low pay of workers in crowd sourcing platforms, there may be concerns regarding reliability and privacy-preservation when using such platforms to deliver services. This paper describes a technique for jointly providing privacy and reliability through stochastic perturbation of micro task definitions and fusion rules to combine the work of several workers. A mathematical model of a crowd sourcing system using this technique is proposed and precise threshold conditions on loss of privacy when workers collude are provided. Tradeoffs between privacy, reliability, and cost are determined.
{"title":"Privacy and Reliability in Crowdsourcing Service Delivery","authors":"L. Varshney","doi":"10.1109/SRII.2012.17","DOIUrl":"https://doi.org/10.1109/SRII.2012.17","url":null,"abstract":"Due to the anonymity and low pay of workers in crowd sourcing platforms, there may be concerns regarding reliability and privacy-preservation when using such platforms to deliver services. This paper describes a technique for jointly providing privacy and reliability through stochastic perturbation of micro task definitions and fusion rules to combine the work of several workers. A mathematical model of a crowd sourcing system using this technique is proposed and precise threshold conditions on loss of privacy when workers collude are provided. Tradeoffs between privacy, reliability, and cost are determined.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124831377","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this paper, service transition stands for the process of taking over responsibility for management and enhancement of a client's IT applications. While more and more clients see benefits in outsourcing their IT applications, the competition between providers of application management services grows fiercer. Here, an efficient transition process provides a substantial competitive advantage, and effective knowledge transfer and management are its crucial ingredients. We have identified two potential obstacles to effective knowledge transfer: (1) the client's application knowledge may not explicitly and transparently be available, and (2) the provider's knowledge management approach may be distributed and highly fluctuating teams may lack proper technology and discipline. In this paper, we present a method to harvest, share and grow application knowledge systematically; an architecture to store, link, and access knowledge efficiently; as well as a management model to reward generation and consumption of application knowledge.
{"title":"Knowledge Management for Services Transitions","authors":"A. Martens, K. Katircioglu","doi":"10.1109/SRII.2012.27","DOIUrl":"https://doi.org/10.1109/SRII.2012.27","url":null,"abstract":"In this paper, service transition stands for the process of taking over responsibility for management and enhancement of a client's IT applications. While more and more clients see benefits in outsourcing their IT applications, the competition between providers of application management services grows fiercer. Here, an efficient transition process provides a substantial competitive advantage, and effective knowledge transfer and management are its crucial ingredients. We have identified two potential obstacles to effective knowledge transfer: (1) the client's application knowledge may not explicitly and transparently be available, and (2) the provider's knowledge management approach may be distributed and highly fluctuating teams may lack proper technology and discipline. In this paper, we present a method to harvest, share and grow application knowledge systematically; an architecture to store, link, and access knowledge efficiently; as well as a management model to reward generation and consumption of application knowledge.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125325291","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This paper describes a health care service system to care disaster survivors. The Tohoku area in Japan was hit by a big earthquake and tsunami. There were many fatalities, with survivors forced into temporary housing. First, health care service management system for them is introduced. In it, primary service consists of mental health, physical health care systems, and body and mental check systems for caring the disaster survivors in temporary housing. Second, two practical systems such as a human behavior detection using 3D infrared camera, and biosignal monitoring by air mat sensor are described. They employed for mental care and locomotive syndrome prediction. Finally, a conclusion and future system are discussed.
{"title":"A Health Care Service to Disaster Survivors","authors":"Y. Hata, H. Nakajima","doi":"10.1109/SRII.2012.77","DOIUrl":"https://doi.org/10.1109/SRII.2012.77","url":null,"abstract":"This paper describes a health care service system to care disaster survivors. The Tohoku area in Japan was hit by a big earthquake and tsunami. There were many fatalities, with survivors forced into temporary housing. First, health care service management system for them is introduced. In it, primary service consists of mental health, physical health care systems, and body and mental check systems for caring the disaster survivors in temporary housing. Second, two practical systems such as a human behavior detection using 3D infrared camera, and biosignal monitoring by air mat sensor are described. They employed for mental care and locomotive syndrome prediction. Finally, a conclusion and future system are discussed.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131882710","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
There is a nexus between information technology and the physical world, where the developments of service science intersect with the technological innovations offered by modern communication systems. When completing a business process, users rarely consume just one type of service; most business processes are a combination of both physical and electronic services. This paper examines a method for automating workflow composition from an assortment of physical and web services, and the utility of social media in recommending one composition over another based on consumer reviews.
{"title":"Optimizing Service Selection in Dynamic Workflow Composition: Using Social Media to Develop Recommendations","authors":"J. McDowall, L. Kerschberg","doi":"10.1109/SRII.2012.66","DOIUrl":"https://doi.org/10.1109/SRII.2012.66","url":null,"abstract":"There is a nexus between information technology and the physical world, where the developments of service science intersect with the technological innovations offered by modern communication systems. When completing a business process, users rarely consume just one type of service; most business processes are a combination of both physical and electronic services. This paper examines a method for automating workflow composition from an assortment of physical and web services, and the utility of social media in recommending one composition over another based on consumer reviews.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114219107","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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