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Data-Driven Decisions in Service Engineering and Management 服务工程与管理中的数据驱动决策
Pub Date : 2014-06-01 DOI: 10.18417/emisa.9.1.7
Thomas Setzer
Today, the frontier for using data to make business decisions has shifted, and high-performing service companies are building their competitive strategies around data-driven insights that produce impressive business results. In principle, the ever-growing amount of available data would allow for deriving increasingly precise forecasts and optimised input for planning and decision models. However, the complexity resulting from considering large volumes of high-dimensional, fine-grained, and noisy data in mathematical models leads to the fact that dependencies and developments are not found, algorithms do not scale, and traditional statistics as well as data-mining techniques collapse because of the well-known curse of dimensionality. Hence, in order to make big data actionable, the intelligent reduction of vast amounts of data to problemrelevant features is necessary and advances are required at the intersection of economic theories, service management, dimensionality reduction, advanced analytics, robust prediction, and computational methods to solve managerial decisions and planning problems.
如今,使用数据进行业务决策的前沿已经发生了变化,高绩效的服务公司正在围绕数据驱动的洞察力构建竞争战略,从而产生令人印象深刻的业务成果。原则上,不断增长的可用数据量将允许为规划和决策模型提供越来越精确的预测和优化的输入。然而,在数学模型中考虑大量高维、细粒度和噪声数据所产生的复杂性导致无法找到依赖关系和开发,算法无法扩展,传统统计以及数据挖掘技术由于众所周知的维度诅咒而崩溃。因此,为了使大数据具有可操作性,必须将大量数据智能地简化为与问题相关的特征,并且需要在经济理论、服务管理、降维、高级分析、稳健预测和计算方法的交叉领域取得进展,以解决管理决策和计划问题。
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引用次数: 0
Big Data Management and Analysis for Business Informatics - A Survey 商业信息学中的大数据管理与分析——综述
Pub Date : 2014-06-01 DOI: 10.18417/emisa.9.1.6
S. Marchand-Maillet, B. Hofreiter
Modern communication networks have fueled the creation of massive volumes of data that may be valued as relevant information for business activities. In this paper, we review technologies for enabling and empowering business activities, leveraging the content of this big data. We distinguish between data- and user-related technologies, and study the parallel brought by the overlap of these categories. We show how the trend of Big Data is related to data security and user privacy. We then investigate automated ways of performing data analysis for Business Intelligence. We finally review how groups of users may be seen as a workforce in business through the notion of human computation or crowdsourcing, associated with the notions of trust and reputation. We conclude by discussing emerging trends in the domain.
现代通信网络推动了大量数据的产生,这些数据可能被视为商业活动的相关信息。在本文中,我们回顾了支持和授权业务活动的技术,利用这些大数据的内容。我们区分了与数据相关的技术和与用户相关的技术,并研究了这些类别重叠所带来的并行性。我们展示了大数据趋势如何与数据安全和用户隐私相关。然后,我们研究为商业智能执行数据分析的自动化方法。最后,我们回顾了用户群体如何通过人类计算或众包的概念,与信任和声誉的概念相关联,被视为商业中的劳动力。最后,我们讨论了该领域的新兴趋势。
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引用次数: 3
Enabling Front-Office Transformation and Customer Experience through Business Process Engineering 通过业务流程工程实现前台转换和客户体验
Pub Date : 2014-06-01 DOI: 10.18417/emisa.9.1.4
J. Sanz
The scope of business processes has been traditionally circumscribed to the industrialisation of enterprise operations. Indeed, Business Process Management (BPM) has focused on relatively mature operations, with the goal of improving performance through automation. However, in today’s world of customer-centricity and individualised services, the richest source of economic value-creation comes from enterprise-customer contacts beyond transactions. The need to make sense of a mass of such touch-points makes process a prevalent and emerging concept in the Front- Office of enterprises, including organisational competences such as marketing operations, customer-relationship management, campaign creation and monitoring, brand management, sales and advisory services, multichannel management, service innovation and management life-cycle, among others. While BPM will continue to make important contributions to the factory of enterprises, the engineering of customer-centric business processes defines a new field of multi-disciplinary work focused on serving customers and improving their experiences. This new domain has been dubbed Business Process Engineering (BPE) in the concert of IEEE Business Informatics. This paper addresses the main characteristics of BPE in comparison with traditional BPM, highlights the importance of process in customer experience as a key goal in Front-Office transformation and suggests a number of new research directions. In particular, the domains of process and information remain today disconnected. Business Informatics is about the study of the information process in organisations and thus, reuniting business process and information in enterprises is a central task in a Business Informatics approach to engineering processes. Among other activities, BPE is chartered to close this gap and to create a suitable business architecture for Front-Office where organisational and customer behaviour should guide and benefit from emerging data analytics techniques.
传统上,业务流程的范围仅限于企业运营的工业化。实际上,业务流程管理(BPM)关注的是相对成熟的操作,其目标是通过自动化来提高性能。然而,在当今以客户为中心和个性化服务的世界里,最丰富的经济价值创造来源来自于交易之外的企业与客户的接触。对大量接触点的理解需求使得流程成为企业前厅中一个流行的新兴概念,包括组织能力,如营销运营、客户关系管理、活动创建和监控、品牌管理、销售和咨询服务、多渠道管理、服务创新和管理生命周期等。虽然BPM将继续为企业工厂做出重要贡献,但以客户为中心的业务流程的工程定义了一个多学科工作的新领域,专注于服务客户并改善他们的体验。在IEEE商业信息学的协调下,这个新领域被称为业务过程工程(BPE)。本文阐述了BPE与传统BPM相比的主要特点,强调了流程在客户体验中的重要性,并提出了一些新的研究方向。特别是,过程领域和信息领域今天仍然是分离的。商业信息学是关于组织中的信息过程的研究,因此,重新统一企业中的业务过程和信息是商业信息学方法中工程过程的中心任务。在其他活动中,BPE被授权缩小这一差距,并为前厅创建合适的业务架构,在该架构中,组织和客户行为应该指导并从新兴的数据分析技术中受益。
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引用次数: 3
Bridging the Gap from a Multi-View Modelling Method to the Design of a Multi-View Modelling Tool 弥合从多视图建模方法到多视图建模工具设计的差距
Pub Date : 2013-10-01 DOI: 10.18417/emisa.8.2.2
D. Bork, Elmar J. Sinz
Effectiveness of comprehensive modelling methods considerably benefits by the availability of appropriate tool support. However, there is a significant semantic gap between a multi-view modelling method and the design of a corresponding modelling tool. The paper at hand contributes to bridge that gap by means of explicitly focusing the early steps in the design process of a modelling tool. The approach presented here comprises three steps: Starting with (1) a modelling scenario, which centres the human modeller, (2) a multi-view modelling principle and use cases of the tool are derived and (3) the conceptual design of a multi-view modelling tool is specified. The approach is introduced in an abstract manner before it is applied to a concrete scenario. This scenario is outlined for the Semantic Object Model (SOM) business process modelling method, depicting a straight way to the design of an appropriate multi-view modelling tool.
综合建模方法的有效性很大程度上得益于适当工具支持的可用性。然而,多视图建模方法与相应建模工具的设计之间存在显著的语义差距。手头的论文通过明确地关注建模工具设计过程中的早期步骤,有助于弥合这一差距。这里提出的方法包括三个步骤:从(1)建模场景开始,以人类建模者为中心,(2)推导出多视图建模原则和工具的用例,(3)指定多视图建模工具的概念设计。该方法在应用于具体场景之前以抽象的方式进行介绍。此场景概述了语义对象模型(SOM)业务流程建模方法,描述了设计适当的多视图建模工具的直接方法。
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引用次数: 15
A Maturity Model for Enterprise Data Quality Management 企业数据质量管理的成熟度模型
Pub Date : 2013-10-01 DOI: 10.18417/emisa.8.2.1
Martin Ofner, B. Otto, H. Österle
Enterprises need high-quality data in order to meet a number of strategic business requirements. Permanent maintenance and sustainable improvement of data quality can be achieved by an enterprise-wide approach only. The paper presents a Maturity Model for Enterprise Data Quality Management (Enterprise DQM), which aims at supporting enterprises in their eff ort to deliberately design and establish organisation-wide data quality management. The model design process, which covered a period of fi ve years, included several iterations of multiple design and evaluation cycles and intensive collaboration with practitioners. The Maturity Model is a hierarchical model comprising, on its most detailed level, 30 practices and 56 measures that can be used as concrete assessment elements during an appraisal. Besides being used for determining the level of maturity of Enterprise DQM in organisations, the results of the paper contribute to the ongoing discussion in the information systems (IS) community about maturity model design in general.
企业需要高质量的数据来满足许多战略业务需求。数据质量的永久维护和可持续改进只能通过企业范围的方法来实现。本文提出了企业数据质量管理(Enterprise DQM)的成熟度模型,该模型旨在支持企业有意识地设计和建立组织范围的数据质量管理。模型设计过程涵盖了5年的时间,包括多个设计和评估周期的几个迭代,以及与实践者的密集合作。成熟度模型是一个层次模型,在其最详细的层次上,包含30个实践和56个度量,这些度量可以在评估期间用作具体的评估元素。除了用于确定组织中企业DQM的成熟度水平外,本文的结果还有助于信息系统(IS)社区中关于成熟度模型设计的持续讨论。
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引用次数: 20
Developing Graphical Model Editors for Meta-Modelling Tools - Requirements, Conceptualisation, and Implementation 开发元建模工具的图形化模型编辑器——需求、概念化和实现
Pub Date : 2013-10-01 DOI: 10.18417/emisa.8.2.3
Hanns-Alexander Dietrich, Dominic Breuker, Matthias Steinhorst, Patrick Delfmann, J. Becker
Meta-modelling tools have been proposed to facilitate the development and adoption of domain-specific modelling languages (DSMLs). These languages specify a set of domain-specific concepts and assign diagrammatic representations to them. A considerable amount of work has been done to develop metamodelling tools ensuring syntactical correctness of models created with DSMLs. However, little has been published about the challenges of developing a graphical model editor for meta-modelling tools. Specifying how conceptual elements of a DSML are to be represented graphically is often cumbersome. Moreover, tools are sometimes too inflexible to handle advanced features beyond displaying static icons. Furthermore, graphical representations must be kept consistent in case of reuse in multiple, potentially integrated DSMLs. This paper’s aim is to carve out a set of requirements for graphical model editors as used in meta-modelling tools. We present a conceptual model considering these requirements. Furthermore, we discuss an exemplary software implementation of a model editor.
元建模工具的提出是为了促进领域特定建模语言(dsml)的开发和采用。这些语言指定了一组特定于领域的概念,并为它们分配了图表表示。为了开发元建模工具,确保使用dsml创建的模型的语法正确性,已经做了相当多的工作。然而,关于为元建模工具开发图形化模型编辑器所面临的挑战的文章很少。指定如何以图形方式表示DSML的概念元素通常很麻烦。此外,工具有时过于不灵活,无法处理除显示静态图标之外的高级功能。此外,图形表示必须保持一致,以便在多个可能集成的dsml中重用。本文的目的是为元建模工具中使用的图形模型编辑器划分出一组需求。我们提出了一个考虑到这些要求的概念模型。此外,我们还讨论了模型编辑器的示例性软件实现。
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引用次数: 3
Integrating IT Portfolio Management with Enterprise Architecture Management 将IT投资组合管理与企业架构管理集成
Pub Date : 2013-10-01 DOI: 10.18417/emisa.8.2.4
Daniel Simon, K. Fischbach, D. Schoder
The management of information technology (IT) as a business has become a crucial factor in today’s complex and dynamic environments. Many firms thus have implemented IT portfolio and enterprise architecture (EA) management practices, and academic research has paid increasing attention to these concepts. However, their integration seems poorly substantiated; this article therefore seeks to answer two main questions: (1) What are differences and common characteristics of IT portfolio and EA management, and in what way can they be integrated? and (2) what factors and types might describe an integrated process design of EA management and project portfolio management in particular? To answer these questions, this study synthesises previous research and surveys EA practitioners to propose an EA management process map, as well as three descriptive factors and four clusters, which provide an integrated process design with project portfolio management. The interrelations with organisational aspects and software tool support are also explored. This article thereby clarifies and systematises the subject area while also offering advice for researchers and practitioners.
在当今复杂和动态的环境中,信息技术(IT)管理作为一项业务已经成为一个至关重要的因素。因此,许多公司已经实现了IT投资组合和企业架构(EA)管理实践,学术研究也越来越关注这些概念。然而,他们的整合似乎缺乏证据;因此,本文试图回答两个主要问题:(1)IT投资组合和EA管理的区别和共同特征是什么,以及以何种方式将它们集成?(2)哪些因素和类型可以描述EA管理和项目组合管理的集成过程设计?为了回答这些问题,本研究综合了以往的研究和对EA从业者的调查,提出了一个EA管理过程图,以及三个描述性因素和四个集群,它提供了一个与项目组合管理相结合的过程设计。还探讨了与组织方面和软件工具支持的相互关系。这篇文章因此澄清和系统的主题领域,同时也为研究人员和从业者提供建议。
{"title":"Integrating IT Portfolio Management with Enterprise Architecture Management","authors":"Daniel Simon, K. Fischbach, D. Schoder","doi":"10.18417/emisa.8.2.4","DOIUrl":"https://doi.org/10.18417/emisa.8.2.4","url":null,"abstract":"The management of information technology (IT) as a business has become a crucial factor in today’s complex and dynamic environments. Many firms thus have implemented IT portfolio and enterprise architecture (EA) management practices, and academic research has paid increasing attention to these concepts. However, their integration seems poorly substantiated; this article therefore seeks to answer two main questions: (1) What are differences and common characteristics of IT portfolio and EA management, and in what way can they be integrated? and (2) what factors and types might describe an integrated process design of EA management and project portfolio management in particular? To answer these questions, this study synthesises previous research and surveys EA practitioners to propose an EA management process map, as well as three descriptive factors and four clusters, which provide an integrated process design with project portfolio management. The interrelations with organisational aspects and software tool support are also explored. This article thereby clarifies and systematises the subject area while also offering advice for researchers and practitioners.","PeriodicalId":186216,"journal":{"name":"Enterp. Model. Inf. Syst. Archit. Int. J. Concept. Model.","volume":"177 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114432333","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}
引用次数: 5
Second Workshop on Security in Business Processes - A workshop report 关于业务流程中的安全性的第二次研讨会-研讨会报告
Pub Date : 2013-10-01 DOI: 10.18417/emisa.8.2.5
R. Accorsi, Raimundas Matulevičius
The second workshop on Security in Business Processes (SBP’13) was organised in conjunction with the 11th international conference on Business Process Management (BPM 2013). Over 20 participants attended the workshop to present and discuss 6 papers, the insights they offered and the issues they raised. During the half-day workshop, a number of important and emerging issues in this area were discussed from the perspectives of formal methods and security modelling and importance of security properties and requirements in the business processes.
第二次业务流程安全研讨会(SBP ' 13)是与第11届业务流程管理国际会议(BPM 2013)一起举办的。20多名与会者出席了研讨会,并就六篇论文、他们提出的见解和问题进行了介绍和讨论。在为期半天的研讨会中,从形式化方法和安全建模以及业务流程中安全属性和需求的重要性的角度讨论了该领域的许多重要和新出现的问题。
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引用次数: 2
Construction of Productivity Models - A Tool-Supported Approach in the Area of Facility Management 生产力模型的构建——设施管理领域的工具支持方法
Pub Date : 2012-11-01 DOI: 10.18417/emisa.7.1.2
J. Becker, T. Bernhold, D. Beverungen, N. Kaling, R. Knackstedt, V. Lellek, H. Rauer
Productivity models specify input and output factors to inform productivity analyses. Current research and business practice face the challenge of developing a wide range of different productivity models. These models were created simultaneously but isolated from each other. As a consequence thereof, several practices of productivity model construction have emerged. This paper presents a unifying modelling language that lists and interrelates the essential constructs, pertinent to productivity models. Ultimately it was transferred into practice by employing a software tool. The application was conducted in the area of facility management, supporting two different approaches of productivity benchmarking. Facility management features a huge diversity of offered services and bundles. Thus, facility managers cope with various definitions of productivity that are then modelled with our approach.
生产率模型指定了投入和产出因素,为生产率分析提供信息。当前的研究和商业实践面临着开发各种不同生产力模型的挑战。这些模型是同时创建的,但彼此隔离。因此,出现了几种构建生产力模型的实践。本文提出了一种统一的建模语言,它列出了与生产力模型相关的基本结构并相互关联。最终通过使用软件工具将其转化为实践。该应用程序在设施管理领域进行,支持两种不同的生产力基准方法。设施管理提供了多种多样的服务和捆绑包。因此,设施管理人员应对各种生产力定义,然后用我们的方法建模。
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引用次数: 2
An Actor-Oriented Model of a Service Provision 面向参与者的服务提供模型
Pub Date : 2012-11-01 DOI: 10.18417/emisa.7.1.4
S. Tackenberg, S. Duckwitz, C. Schlick
The development of valid and efficient plans for service provision is a critical success factor for companies. Adequate planning assures the optimal use of resources, customer satisfaction, and the attainment of service targets in an acceptable period of time. Where these plans are incorrect or provide only a small contribution to the objectives of the company, resources are wasted and opportunities are missed. The problem of planning an efficient service provision can be described in the form of tasks that must be scheduled subject to precedence and resource constraints. Consequently, an analysis of existing scheduling models from the perspective of service providers is necessary to use them in the field of service management. The purpose of this paper is to provide a formal description of an actor-oriented model of a service provision that can be used for person-centered simulation. Such a model defines the decision variables and constraints to be determined by a person or a software tool during service management. Finally, we provide insight into the use of a formal model in case of a simulation study.
为服务提供制定有效和高效的计划是公司成功的关键因素。充分的计划确保资源的最佳利用,客户满意度,并在可接受的时间内实现服务目标。如果这些计划不正确,或者对公司目标的贡献很小,资源就会浪费,机会就会错过。规划有效的服务提供的问题可以描述为必须根据优先级和资源限制安排任务的形式。因此,有必要从服务提供者的角度对现有的调度模型进行分析,以便将其应用于服务管理领域。本文的目的是提供面向参与者的服务提供模型的正式描述,该模型可用于以人为中心的模拟。这种模型定义了在服务管理期间由人员或软件工具确定的决策变量和约束。最后,我们提供了在模拟研究中使用形式化模型的见解。
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引用次数: 0
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Enterp. Model. Inf. Syst. Archit. Int. J. Concept. Model.
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