Firms operating in emerging markets face high transaction costs due to the absence of well-functioning market intermediaries. These, referred to as institutional voids, have to be overcome for buyers and sellers to come together and transact efficiently. In this paper, we examine how six IT based service innovations have helped bridge institutional voids in talent, capital and product markets. We begin with an analysis of these new service offerings and describe how they helped bridge institutional voids. We later analyze the case studies on three dimensions - source of innovation and role of technology, acquiring resources and capabilities for innovation, and scaling of the services.
{"title":"Bridging Institutional Voids through New Services: Case Studies and Analysis","authors":"A. Ashwin","doi":"10.1109/ICSEM.2012.9","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.9","url":null,"abstract":"Firms operating in emerging markets face high transaction costs due to the absence of well-functioning market intermediaries. These, referred to as institutional voids, have to be overcome for buyers and sellers to come together and transact efficiently. In this paper, we examine how six IT based service innovations have helped bridge institutional voids in talent, capital and product markets. We begin with an analysis of these new service offerings and describe how they helped bridge institutional voids. We later analyze the case studies on three dimensions - source of innovation and role of technology, acquiring resources and capabilities for innovation, and scaling of the services.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128037945","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}
While employees of the Industrial Revolution were manual workers, employees of the Information Age were considered as knowledge workers, employees of the Technological era are a new breed of generation known as Digital Natives. Employee profile since the Industrial revolution has changed from being workers who performed repetitive and limited range of physical tasks, to those performing roles involving the creation and utilization of information for the purpose of gaining business advantage. The Digital native generation, however, has altered our perception about how employees need to be engaged and challenged at their workplace. This new generation also pose and additional challenge to heads of the organizations in general and HR managers in particular on how to manage them effectively as they bring with them unique work skills and attitudes. As such it has become imperative for organizations and HR managers to particularly invest money, time and energy to understand and leverage on the different ways in which digital natives think and behave. In this paper, the authors share their experience and data of applying an innovative approach of using online social tools and gamification for successfully engaging and training new employees at a world's leading Fortune 100 organization.
{"title":"Application of Online Gamification to New Hire Onboarding","authors":"K. Depura, M. Garg","doi":"10.1109/ICSEM.2012.29","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.29","url":null,"abstract":"While employees of the Industrial Revolution were manual workers, employees of the Information Age were considered as knowledge workers, employees of the Technological era are a new breed of generation known as Digital Natives. Employee profile since the Industrial revolution has changed from being workers who performed repetitive and limited range of physical tasks, to those performing roles involving the creation and utilization of information for the purpose of gaining business advantage. The Digital native generation, however, has altered our perception about how employees need to be engaged and challenged at their workplace. This new generation also pose and additional challenge to heads of the organizations in general and HR managers in particular on how to manage them effectively as they bring with them unique work skills and attitudes. As such it has become imperative for organizations and HR managers to particularly invest money, time and energy to understand and leverage on the different ways in which digital natives think and behave. In this paper, the authors share their experience and data of applying an innovative approach of using online social tools and gamification for successfully engaging and training new employees at a world's leading Fortune 100 organization.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126424618","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}
While emerging economies present business opportunities for global organizations, the differences and challenges in extending the existing business processes to the emerging economies are significant. These differences come from new strategies adopted for emerging economies, by the firm, the business environment of the host country and the existence of institutional voids. It is critical to examine the how business processes can be modelled to handle these requirements. A specific business process designed for the same objectives can turn out to be very different in a developed and an emerging economy. These differences are even more pronounced for the service industries. In this paper, we discuss the several characteristics of emerging economies which can influence the process design, architecture and infrastructure. We use the example of a citizen service, viz. 'passport issue process in India' to illustrate the differences. The element of manual work involved in this example helps to highlight many aspects which may not be so apparent if a completely IT-enabled industry were chosen. Here the e-government services help identify the issues of modelling services process and the challenges of an emerging economy.
{"title":"Process Modeling Challenges in Emerging Economies: A Case of Citizen Services in India","authors":"S. Goel, S. Vaidya","doi":"10.1109/ICSEM.2012.19","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.19","url":null,"abstract":"While emerging economies present business opportunities for global organizations, the differences and challenges in extending the existing business processes to the emerging economies are significant. These differences come from new strategies adopted for emerging economies, by the firm, the business environment of the host country and the existence of institutional voids. It is critical to examine the how business processes can be modelled to handle these requirements. A specific business process designed for the same objectives can turn out to be very different in a developed and an emerging economy. These differences are even more pronounced for the service industries. In this paper, we discuss the several characteristics of emerging economies which can influence the process design, architecture and infrastructure. We use the example of a citizen service, viz. 'passport issue process in India' to illustrate the differences. The element of manual work involved in this example helps to highlight many aspects which may not be so apparent if a completely IT-enabled industry were chosen. Here the e-government services help identify the issues of modelling services process and the challenges of an emerging economy.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125196711","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}
It is observed that there are processes with multiple sub-processes which are being executed by multiple applications and their monitoring becomes difficult without creating a single end-to-end process. We propose to use transaction logs of these applications along with correlation IDs to identify and connect particular instances of activity execution to a particular transaction execution in the end-to-end process and to use this data for monitoring processes. By using data logs we avoid extensive core changes in multiple applications thus reduce cost, time and risks. When working with activities conducted in SAP we perform an RFC using JCo as connector to call a function module implemented in SAP which retrieves the data required for the processes monitoring.
{"title":"Visibility of End-to-End Business Process in Case of Execution in Multiple Applications","authors":"G. Fernandez, A. Dubey, S. S. Payyavula, M. Kumar","doi":"10.1109/ICSEM.2012.24","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.24","url":null,"abstract":"It is observed that there are processes with multiple sub-processes which are being executed by multiple applications and their monitoring becomes difficult without creating a single end-to-end process. We propose to use transaction logs of these applications along with correlation IDs to identify and connect particular instances of activity execution to a particular transaction execution in the end-to-end process and to use this data for monitoring processes. By using data logs we avoid extensive core changes in multiple applications thus reduce cost, time and risks. When working with activities conducted in SAP we perform an RFC using JCo as connector to call a function module implemented in SAP which retrieves the data required for the processes monitoring.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133308158","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}
Outsourcing brings in new challenges to business service management. From the Outsourcer perspective it is important that the outsourced service produces an assured quality of service. From the Outsourcee perspective it is important that the service delivery processes are engineered-in to produce desired quality of service. Towards this end, we introduce the concept of Quality Models for Business Services (QM-BS). A QM-BS provides a comprehensive and rigorous definition of quality for a business service as well as a finegranular quality view of business service components. As such it serves as reference for (i) Outsourcer and Outsourcee to create appropriate service level agreements, (ii) Service designer to engineer a business process for desired Quality of Service (QoS), and (iii) Service agent and quality-assurer to build and control quality in service delivery steps. We use a real life case-study to explain and illustrate the concepts used in construction of QM-BS.
{"title":"Quality Models for Outsourced Business Services","authors":"Vikram Jamwal, Hema S. Meda","doi":"10.1109/ICSEM.2012.20","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.20","url":null,"abstract":"Outsourcing brings in new challenges to business service management. From the Outsourcer perspective it is important that the outsourced service produces an assured quality of service. From the Outsourcee perspective it is important that the service delivery processes are engineered-in to produce desired quality of service. Towards this end, we introduce the concept of Quality Models for Business Services (QM-BS). A QM-BS provides a comprehensive and rigorous definition of quality for a business service as well as a finegranular quality view of business service components. As such it serves as reference for (i) Outsourcer and Outsourcee to create appropriate service level agreements, (ii) Service designer to engineer a business process for desired Quality of Service (QoS), and (iii) Service agent and quality-assurer to build and control quality in service delivery steps. We use a real life case-study to explain and illustrate the concepts used in construction of QM-BS.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"92 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126194972","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}
Health and well being of employees are of great concern for most of the large organizations. In addition to paying most of the health insurance premium for the employees, the employer also provide few in house doctors to take care of employees health at work place. In this paper we present the system iHealth, a decision support system that can reduce the cost of employee healthcare and increase health awareness of the work force. To the best of our knowledge no healthcare DSS has been implemented inside any public or private company.
{"title":"A Decision Support System for Employee Healthcare","authors":"Chinmoy Mukherjee, K. Gupta, R. Nallusamy","doi":"10.1109/ICSEM.2012.25","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.25","url":null,"abstract":"Health and well being of employees are of great concern for most of the large organizations. In addition to paying most of the health insurance premium for the employees, the employer also provide few in house doctors to take care of employees health at work place. In this paper we present the system iHealth, a decision support system that can reduce the cost of employee healthcare and increase health awareness of the work force. To the best of our knowledge no healthcare DSS has been implemented inside any public or private company.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123352467","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}
We present a virtualized setup of a Hadoop cluster that provides greater computing capacity with lesser resources, since a virtualized cluster requires fewer physical machines. The master node of the cluster is set up on a physical machine, and slave nodes are set up on virtual machines (VMs) that may be on a common physical machine. Hadoop configured VM images are created by cloning of VMs, which facilitates fast addition and deletion of nodes in the cluster without much overhead. Also, we have configured the Hadoop virtualized cluster to use capacity scheduler instead of the default FIFO scheduler. The capacity scheduler schedules tasks based on the availability of RAM and virtual memory (VMEM) in slave nodes before allocating any job. So instead of queuing up the jobs, they are efficiently allocated on the VMs based on the memory available. Various configuration parameters of Hadoop are analyzed and the virtualized cluster is fine-tuned to ensure best performance and maximum scalability.
{"title":"Enhancement of Hadoop Clusters with Virtualization Using the Capacity Scheduler","authors":"A. Raj, K. Kaur, U. Dutta, V. K. Sandeep, S. Rao","doi":"10.1109/ICSEM.2012.15","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.15","url":null,"abstract":"We present a virtualized setup of a Hadoop cluster that provides greater computing capacity with lesser resources, since a virtualized cluster requires fewer physical machines. The master node of the cluster is set up on a physical machine, and slave nodes are set up on virtual machines (VMs) that may be on a common physical machine. Hadoop configured VM images are created by cloning of VMs, which facilitates fast addition and deletion of nodes in the cluster without much overhead. Also, we have configured the Hadoop virtualized cluster to use capacity scheduler instead of the default FIFO scheduler. The capacity scheduler schedules tasks based on the availability of RAM and virtual memory (VMEM) in slave nodes before allocating any job. So instead of queuing up the jobs, they are efficiently allocated on the VMs based on the memory available. Various configuration parameters of Hadoop are analyzed and the virtualized cluster is fine-tuned to ensure best performance and maximum scalability.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115117603","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 outsourcing of IT Service Management (ITSM) processes is now a common and established phenomenon. Traditional outsourcing models were centered on off-shoring. Greater shift towards strategic and transformational forms of outsourcing has led to emergence of global delivery models, shared service models, and multi vendor delivery models. While these models have great potential, the realization of these models on the ground is often suboptimal. Security issues and constraints have forced these systems to work in silos leading to fragmentation of ITSM processes and systems across the client and vendor environments. The need is to create an eco-system where the client systems can be integrated seamlessly with vendor systems to drive service improvements and enable better collaboration, decision making and overall governance of the outsourced services. Addressing security challenges is a key to implementation of these emerging service delivery models. The primary challenges are around data security and privacy, secure network isolation, secure integration of shared services, federated identity management, strong authentication and access control related challenges. In this paper we present the key challenges of integration in these emerging outsourcing models and present security considerations that need to be addressed to realize these models.
{"title":"Security Considerations in Integrating the Fragmented, Outsourced, ITSM Processes","authors":"S. Adiraju","doi":"10.1109/ICSEM.2012.33","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.33","url":null,"abstract":"The outsourcing of IT Service Management (ITSM) processes is now a common and established phenomenon. Traditional outsourcing models were centered on off-shoring. Greater shift towards strategic and transformational forms of outsourcing has led to emergence of global delivery models, shared service models, and multi vendor delivery models. While these models have great potential, the realization of these models on the ground is often suboptimal. Security issues and constraints have forced these systems to work in silos leading to fragmentation of ITSM processes and systems across the client and vendor environments. The need is to create an eco-system where the client systems can be integrated seamlessly with vendor systems to drive service improvements and enable better collaboration, decision making and overall governance of the outsourced services. Addressing security challenges is a key to implementation of these emerging service delivery models. The primary challenges are around data security and privacy, secure network isolation, secure integration of shared services, federated identity management, strong authentication and access control related challenges. In this paper we present the key challenges of integration in these emerging outsourcing models and present security considerations that need to be addressed to realize these models.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129189687","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 concept of System-of-System (SoS) is increasingly used in building large and complex software systems which essentially provide a set of required functionalities in a box to the customers. Testing System-of-Systems includes testing of individual systems, validating the interactions among the constituent systems and verifying the compliance of the service level constraints. Testing complete interactions of constituent systems and checking the compliance with service level constraints as and when they are plugged into the SoS requires significant effort. Therefore, there is a need for testing methodologies to validate such complex systems in a comprehensive and optimal way. In this paper, we propose a test framework based on knowledge characterization of constituent systems that are used to reduce the overall effort in validating the system of systems. The knowledge is characterized in terms of the different test parameters of constituent systems. A theoretical case study has been carried out on a next generation Network File System along with its constituent file systems to illustrate the efficacy of our framework.
{"title":"A Framework for Optimizing Effort in Testing of System of Systems","authors":"P. Bera, A. Pasala","doi":"10.1109/ICSEM.2012.26","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.26","url":null,"abstract":"The concept of System-of-System (SoS) is increasingly used in building large and complex software systems which essentially provide a set of required functionalities in a box to the customers. Testing System-of-Systems includes testing of individual systems, validating the interactions among the constituent systems and verifying the compliance of the service level constraints. Testing complete interactions of constituent systems and checking the compliance with service level constraints as and when they are plugged into the SoS requires significant effort. Therefore, there is a need for testing methodologies to validate such complex systems in a comprehensive and optimal way. In this paper, we propose a test framework based on knowledge characterization of constituent systems that are used to reduce the overall effort in validating the system of systems. The knowledge is characterized in terms of the different test parameters of constituent systems. A theoretical case study has been carried out on a next generation Network File System along with its constituent file systems to illustrate the efficacy of our framework.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116174376","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}
Digital piracy poses a serious threat to majority of digital content and services, whether available offline or over the Internet. To combat against piracy, various licensing models are in practice. Further, with the proliferation of smart gadgets, distribution of digital contents becomes more prudent in multiple forms. In this work, we propose a new scheme of licensing to utilize licenses at micro level and to re-utilize un-used licenses for future transactions. Our licensing scheme allows effective utilization of licenses and is especially suited in the scenarios of catering digital services.
{"title":"Credit Based Micro Licensing Scheme for Digital Services","authors":"I. Jain, N. Chauhan, A. Saxena","doi":"10.1109/ICSEM.2012.13","DOIUrl":"https://doi.org/10.1109/ICSEM.2012.13","url":null,"abstract":"Digital piracy poses a serious threat to majority of digital content and services, whether available offline or over the Internet. To combat against piracy, various licensing models are in practice. Further, with the proliferation of smart gadgets, distribution of digital contents becomes more prudent in multiple forms. In this work, we propose a new scheme of licensing to utilize licenses at micro level and to re-utilize un-used licenses for future transactions. Our licensing scheme allows effective utilization of licenses and is especially suited in the scenarios of catering digital services.","PeriodicalId":382519,"journal":{"name":"2012 Third International Conference on Services in Emerging Markets","volume":"43 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127512181","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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