A. Chotimongkol, N. Thatphithakkul, Passakon Prathombutr
{"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}
{"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
{"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}
{"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}
{"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}
{"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}
{"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}
Sujoy Basu, S. Singhal, Jun Yu Li, Bryan Stephenson, W. Yao
{"title":"Governance Framework for IT Transformation Projects in Outsourcing","authors":"Sujoy Basu, S. Singhal, Jun Yu Li, Bryan Stephenson, W. Yao","doi":"10.1109/SRII.2012.31","DOIUrl":"https://doi.org/10.1109/SRII.2012.31","url":null,"abstract":"In the IT Outsourcing industry, a complex transition and transformation process is required for on-boarding large enterprise customers. The process begins after the customer signs a contract, and ends when steady-state operation is attained by the service provider. Large outsourcing deals may last several years, involve several hundred million dollars, and are traditionally highly customized. In this paper, we provide recommendations for a governance framework that can manage the on-boarding stage of large, customized deals. There are no existing governance frameworks that work well from the perspective of the service provider, at the scale and diversity observed in these deals. The framework must standardize a set of processes to direct, control, and measure on-boarding activities and enable a governance organization to create and maintain a single data, process and program management instance for each customer. It must also maintain a well-defined and comprehensive view of the key entities in the transition and transformation process, and their relationships. These entities may include projects, people, roles and responsibilities, process metrics, services, and the multiple internal and partner organizations and their operational level agreements (OLAs). Finally, the framework must improve repeatability across service deals, enforce adoption of best practices that are distilled from historical deals, and better avoid known problems and issues.","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":"123481081","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}
{"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}
{"title":"Applicability of Industrial Manufacturing Innovations and Concepts for the Industrialization of IT","authors":"Harirajan Padmanabhan, M. Kamath","doi":"10.1109/SRII.2012.90","DOIUrl":"https://doi.org/10.1109/SRII.2012.90","url":null,"abstract":"Together with cloud computing, service orientation has the capability to industrialize IT such that IT can be exploited by businesses in much the same way that industrial manufacturing technology has been exploited. This paper critically examines how IT solutions are built today and highlights some of the benefits that service-oriented architecture (SOA) and cloud computing have brought in recent years. This is followed by a brief examination of key innovations that occurred in the evolution of industrial manufacturing from fitting to assembly of interchangeable parts to mass production/customization. We then argue that some of the remaining barriers to the industrialization of IT can be overcome if the innovations and concepts behind the evolution of industrial manufacturing are adapted for the IT domain. These innovations and concepts could serve as catalysts that accelerate the industrialization of IT.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"109 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":"125260881","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}