Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nina Rizun ◽  
Aleksandra Revina ◽  
Vera G. Meister
Keyword(s):  
Information Technology ◽  
Language Processing ◽  
Business Process ◽  
Real World ◽  
Content Type ◽  
Real World Application ◽  
Starting Point ◽  
Two Samples ◽  
Textual Data ◽  
Cognitive Attention

PurposeThis study aims to draw the attention of business process management (BPM) research and practice to the textual data generated in the processes and the potential of meaningful insights extraction. The authors apply standard natural language processing (NLP) approaches to gain valuable knowledge in the form of business process (BP) complexity concept suggested in the study. It is built on the objective, subjective and meta-knowledge extracted from the BP textual data and encompassing semantics, syntax and stylistics. As a result, the authors aim to create awareness about cognitive, attention and reading efforts forming the textual data-based BP complexity. The concept serves as a basis for the development of various decision-support solutions for BP workers.Design/methodology/approachThe starting point is an investigation of the complexity concept in the BPM literature to develop an understanding of the related complexity research and to put the textual data-based BP complexity in its context. Afterward, utilizing the linguistic foundations and the theory of situation awareness (SA), the concept is empirically developed and evaluated in a real-world application case using qualitative interview-based and quantitative data-based methods.FindingsIn the practical, real-world application, the authors confirmed that BP textual data could be used to predict BP complexity from the semantic, syntactic and stylistic viewpoints. The authors were able to prove the value of this knowledge about the BP complexity formed based on the (1) professional contextual experience of the BP worker enriched by the awareness of cognitive efforts required for BP execution (objective knowledge), (2) business emotions enriched by attention efforts (subjective knowledge) and (3) quality of the text, i.e. professionalism, expertise and stress level of the text author, enriched by reading efforts (meta-knowledge). In particular, the BP complexity concept has been applied to an industrial example of Information Technology Infrastructure Library (ITIL) change management (CHM) Information Technology (IT) ticket processing. The authors used IT ticket texts from two samples of 28,157 and 4,625 tickets as the basis for the analysis. The authors evaluated the concept with the help of manually labeled tickets and a rule-based approach using historical ticket execution data. Having a recommendation character, the results showed to be useful in creating awareness regarding cognitive, attention and reading efforts for ITIL CHM BP workers coordinating the IT ticket processing.Originality/valueWhile aiming to draw attention to those valuable insights inherent in BP textual data, the authors propose an unconventional approach to BP complexity definition through the lens of textual data. Hereby, the authors address the challenges specified by BPM researchers, i.e. focus on semantics in the development of vocabularies and organization- and sector-specific adaptation of standard NLP techniques.

Business process model patterns: state-of-the-art, research classification and taxonomy

2019 ◽  
Vol 25 (5) ◽  
pp. 972-994 ◽  
Author(s):  
Michael Fellmann ◽  
Agnes Koschmider ◽  
Ralf Laue ◽  
Andreas Schoknecht ◽  
Arthur Vetter
Keyword(s):  
Business Process ◽  
Process Model ◽  
Pattern Language ◽  
Future Research ◽  
Business Process Model ◽  
Content Type ◽  
Research Activities ◽  
Starting Point ◽  
Research Classification

Purpose Patterns have proven to be useful for documenting general reusable solutions to a commonly occurring problem. In recent years, several different business process management (BPM)-related patterns have been published. Despite the large number of publications on this subject, there is no work that provides a comprehensive overview and categorization of the published business process model patterns. The purpose of this paper is to close this gap by providing a taxonomy of patterns as well as a classification of 89 research works. Design/methodology/approach The authors analyzed 280 research articles following a structured iterative procedure inspired by the method for taxonomy development from Nickerson et al. (2013). Using deductive and inductive reasoning processes embedded in concurrent as well as joint research activities, the authors created a taxonomy of patterns as well as a classification of 89 research works. Findings In general, the findings extend the current understanding of BPM patterns. The authors identify pattern categories that are highly populated with research works as well as categories that have received far less attention such as risk and security, the ecological perspective and process architecture. Further, the analysis shows that there is not yet an overarching pattern language for business process model patterns. The insights can be used as starting point for developing such a pattern language. Originality/value Up to now, no comprehensive pattern taxonomy and research classification exists. The taxonomy and classification are useful for searching pattern works which is also supported by an accompanying website complementing the work. In regard to future research and publications on patterns, the authors derive recommendations regarding the content and structure of pattern publications.

Estimating numerical scale ratings from text-based service reviews

2020 ◽  
Vol 31 (2) ◽  
pp. 187-202
Author(s):  
Hsiu-Yuan Tsao ◽  
Ming-Yi Chen ◽  
Colin Campbell ◽  
Sean Sands
Keyword(s):  
Language Processing ◽  
Text Analysis ◽  
Design Methodology ◽  
Survey Methods ◽  
Content Type ◽  
Consumer Review ◽  
Numerical Scale ◽  
Analysis Technique ◽  
Textual Data ◽  
Practical Implications

PurposeThis paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data from service reviews. The method is demonstrated using topic and sentiment analysis along dimensions of an existing scale: lodging quality index (LQI).Design/methodology/approachThe method induces numerical scale ratings from text-based data such as consumer reviews. This is accomplished by automatically developing a dictionary from words within a set of existing scale items, rather a more manual process. This dictionary is used to analyze textual consumer review data, inducing topic and sentiment along various dimensions. Data produced is equivalent with Likert scores.FindingsPaired t-tests reveal that the text analysis technique the authors develop produces data that is equivalent to Likert data from the same individual. Results from the authors’ second study apply the method to real-world consumer hotel reviews.Practical implicationsResults demonstrate a novel means of using natural language processing in a way to complement or replace traditional survey methods. The approach the authors outline unlocks the ability to rapidly and efficiently analyze text in terms of any existing scale without the need to first manually develop a dictionary.Originality/valueThe technique makes a methodological contribution by outlining a new means of generating scale-equivalent data from text alone. The method has the potential to both unlock entirely new sources of data and potentially change how service satisfaction is assessed and opens the door for analysis of text in terms of a wider range of constructs.

Using Twitter sentiment and emotions analysis of Google Trends for decisions making

2017 ◽  
Vol 51 (3) ◽  
pp. 322-350 ◽  
Author(s):  
Ernesto D’Avanzo ◽  
Giovanni Pilato ◽  
Miltiadis Lytras
Keyword(s):  
Web Service ◽  
Language Processing ◽  
Real World ◽  
Consumer Electronics ◽  
Google Trends ◽  
Search Query ◽  
Content Type ◽  
Monitoring Task ◽  
Twitter Users ◽  
Google Search

Purpose An ever-growing body of knowledge demonstrates the correlation among real-world phenomena and search query data issued on Google, as showed in the literature survey introduced in the following. The purpose of this paper is to introduce a pipeline, implemented as a web service, which, starting with recent Google Trends, allows a decision maker to monitor Twitter’s sentiment regarding these trends, enabling users to choose geographic areas for their monitors. In addition to the positive/negative sentiments about Google Trends, the pipeline offers the ability to view, on the same dashboard, the emotions that Google Trends triggers in the Twitter population. Such a set of tools, allows, as a whole, monitoring real-time on Twitter the feelings about Google Trends that would otherwise only fall into search statistics, even if useful. As a whole, the pipeline has no claim of prediction over the trends it tracks. Instead, it aims to provide a user with guidance about Google Trends, which, as the scientific literature demonstrates, is related to many real-world phenomena (e.g. epidemiology, economy, political science). Design/methodology/approach The proposed experimental framework allows the integration of Google search query data and Twitter social data. As new trends emerge in Google searches, the pipeline interrogates Twitter to track, also geographically, the feelings and emotions of Twitter users about new trends. The core of the pipeline is represented by a sentiment analysis framework that make use of a Bayesian machine learning device exploiting deep natural language processing modules to assign emotions and sentiment orientations to a collection of tweets geolocalized on the microblogging platform. The pipeline is accessible as a web service for any user authorized with credentials. Findings The employment of the pipeline for three different monitoring task (i.e. consumer electronics, healthcare, and politics) shows the plausibility of the proposed approach in order to measure social media sentiments and emotions concerning the trends emerged on Google searches. Originality/value The proposed approach aims to bridge the gap among Google search query data and sentiments that emerge on Twitter about these trends.

Surveys in business process management – a literature review

2015 ◽  
Vol 21 (3) ◽  
pp. 692-718 ◽  
Author(s):  
Tobias Roeser ◽  
Eva-Maria Kern
Keyword(s):  
Literature Review ◽  
Survey Research ◽  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Research Field ◽  
Analysis Framework ◽  
Systematic Analysis ◽  
Content Type ◽  
Starting Point

Purpose – The purpose of this paper is to conduct a literature review to provide an overview of surveys focussing on business process management (BPM)/business process orientation (BPO) or on BPM-related topics in order to describe the status quo, uncover trends, classify survey contributions and assess the possible further development of survey research. Design/methodology/approach – In order to achieve the research goals, the authors conduct a literature review. The authors analyze the retrieved literature by means of a developed analysis framework which allows the authors to examine the surveys from the meta-perspective and content-based perspective. Findings – A lot of surveys focussing on BPM/BPO or on BPM-related topics have been published in German- and English-speaking literature over the last years. Nevertheless, the authors find out that while some topics, countries/regions and industries are well explored others were neglected in the past. Moreover, the authors provide first evidence that companies have a different BPM demand. Finally, the authors conclude that although the implications of the incorporated surveys provide a good starting point for practitioners they seem to be too abstract to be helpful for them. Thus, the authors recommend the conduction of qualitative research endeavors to develop adaptable theories for practitioners. Research limitations/implications – This literature review focusses on survey research in BPM. It could be repeated in order to verify the findings and moreover to track progress. However, although the authors followed the steps proposed for a literature review, the selection of relevant articles might be a limitation of this paper. Originality/value – The literature review provides an overview of surveys focussing on BPM/BPO or on BPM-related topics that have been published so far. The developed and strictly applied analysis framework supports a systematic analysis of survey research and could therefore provide a detailed picture of the current state of this research field. To the best of the authors’ knowledge, no comparable literature review has been undertaken until now.

Study on the vibrational comfort of aircraft in formation flight

2020 ◽  
Vol 92 (8) ◽  
pp. 1307-1316
Author(s):  
Yaolong Liu
Keyword(s):  
Real World ◽  
Formation Flight ◽  
Comfort Level ◽  
Wake Flow ◽  
Dominant Factor ◽  
Mass Center ◽  
Content Type ◽  
Passenger Comfort ◽  
The Real ◽  
Real World Application

Purpose The purpose of this paper is to investigate the passenger comfort changes due to the wake turbulence impact from the formation flight (FF) leading aircraft, which can be a showstopper for the real application of FF to airliners. Design/methodology/approach Taking advantage of the overall aircraft design and optimization framework, as well as the module for FF assessment, the comfort level has been quantified for aircraft in solo flight and in FF according to ISO 2631–1 specifications concerning vibration total value. Findings The results showed that atmospheric turbulence intensity is the dominant factor in determining the passenger ride quality in comparison to the impact of formation wake flow. According to the preliminary results of this study, passengers seated away from the aircraft mass center encounter larger discomfort. In comparison to mass center, seats away from mass center also experience slightly stronger discomfort due to FF. The current simulation results show that FF is feasible without remarkably degrading passenger comfort level, which agrees well with the flight test results. Practical implications As passenger comfort is crucial for civil transport application of FF, the study carried out within this manuscript can give a preliminary indication to the showstopper of FF real-world application. Originality/value The proposed strategy can provide quantitative values for judging the possible drawbacks of FF, i.e. passenger comfort issues as mentioned in the literature. On the other hand, the aircraft level study based on reliable data and methods can give important insight for this interesting topic and further help the real-world application of FF for commercial aircraft. In addition, it can serve as preliminary studies for further design and operation modifications for aircraft in FF.

Business analysis techniques in business reengineering

2016 ◽  
Vol 22 (1) ◽  
pp. 75-88 ◽  
Author(s):  
Delvin Grant
Keyword(s):  
Case Studies ◽  
Business Process ◽  
Credit Union ◽  
Small Sample ◽  
Problem Situation ◽  
Project Risk ◽  
Content Type ◽  
Analysis Techniques ◽  
Starting Point ◽  
Business Analysis

Purpose – Using 12 case studies, the purpose of this paper is to investigate the use of business analysis techniques in BPR. Some techniques are used more than others depending on the fit between the technique and the problem. Other techniques are preferred due to their versatility, easy to use, and flexibility. Some are difficult to use requiring skills that analysts do not possess. Problem analysis, and business process analysis and activity elimination techniques are preferred for process improvement projects, and technology analysis for technology problems. Root cause analysis (RCA) and activity-based costing (ABC) are seldom used. RCA requires specific skills and ABC is only applicable for discrete business activities. Design/methodology/approach – This is an exploratory case study analysis. The author analyzed 12 existing business reengineering (BR) case studies from the MIS literature. Cases include, but not limited to IBM Credit Union, Chase Manhattan Bank, Honeywell Corporation, and Cigna. Findings – The author identified eight business analysis techniques used in business process reengineering. The author found that some techniques are preferred over others. Some possible reasons are related to the fit between the analysis technique and the problem situation, the ease of use-of-use of the chosen technique, and the versatility of the technique. Some BR projects require the use of several techniques, while others require just one. It appears that the problem complexity is correlated with the number of techniques required or used. Research limitations/implications – Small sample sizes are often subject to criticism about replication and generalizability of results. However, this research is a good starting point for expanding the sample to allow more generalizable results. Future research may investigate the deeper connections between reengineering and analysis techniques and the risks of using various techniques to diagnose problems in multiple dimensions. An investigation of fit between problems and techniques could be explored. Practical implications – The author have a better idea which techniques are used more, which are more versatile, and which are difficult to use and why. Practitioners and academicians have a better understanding of the fit between technique and problem and how best to align them. It guides the selection of choosing a technique, and exposes potential problems. For example RCA requires knowledge of fishbone diagram construction and interpreting results. Unfamiliarity with the technique results in disaster and increases project risk. Understanding the issues helps to reduce project risk and increase project success, benefiting project teams, practitioners, and organizations. Originality/value – Many aspects of BR have been studied but the contribution of this research is to investigate relationships between business analysis techniques and business areas, referred to as BR dimensions. The author try to find answers to the following questions: first, are business analysis techniques used for BR project, and is there evidence that BR affects one or more areas of the business? Second, are BR projects limited to a single dimension? Third, are some techniques better suited for diagnosing problems in specific dimensions and are some techniques more difficult to use than others, if so why?; are some techniques used more than others, if so why?

scholarly journals The Business Process Design Space for exploring process redesign alternatives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Steven Gross ◽  
Katharina Stelzl ◽  
Thomas Grisold ◽  
Jan Mendling ◽  
Maximilian Röglinger ◽  
...  
Keyword(s):  
Conceptual Model ◽  
Business Process ◽  
Real World ◽  
Process Design ◽  
Business Processes ◽  
Design Space ◽  
Business Process Design ◽  
Content Type ◽  
Process Redesign ◽  
Design Alternatives

PurposeProcess redesign refers to the intentional change of business processes. While process redesign methods provide structure to redesign projects, they provide limited support during the actual creation of to-be processes. More specifically, existing approaches hardly develop an ontological perspective on what can be changed from a process design point of view, and they provide limited procedural guidance on how to derive possible process design alternatives. This paper aims to provide structured guidance during the to-be process creation.Design/methodology/approachUsing design space exploration as a theoretical lens, the authors develop a conceptual model of the design space for business processes, which facilitates the systematic exploration of design alternatives along different dimensions. The authors utilized an established method for taxonomy development for constructing the conceptual model. First, the authors derived design dimensions for business processes and underlying characteristics through a literature review. Second, the authors conducted semi-structured interviews with professional process experts. Third, the authors evaluated their artifact through three real-world applications.FindingsThe authors identified 19 business process design dimensions that are grouped into different layers and specified by underlying characteristics. Guiding questions and illustrative real-world examples help to deploy these design dimensions in practice. Taken together, the design dimensions form the “Business Process Design Space” (BPD-Space).Research limitations/implicationsPractitioners can use the BPD-Space to explore, question and rethink business processes in various respects.Originality/valueThe BPD-Space complements existing approaches by explicating process design dimensions. It abstracts from specific process flows and representations of processes and supports an unconstrained exploration of various alternative process designs.

Knowledge Sharing Across Organizational Boundaries with Application to Distributed Engineering Processes

2011 ◽  
pp. 166-174
Author(s):  
Gerd Frick ◽  
Eric Sax ◽  
Klaus D. Muller-Glaser
Keyword(s):  
Information Technology ◽  
Knowledge Sharing ◽  
Real World ◽  
Solution Concept ◽  
Application Domain ◽  
Organizational Boundaries ◽  
Real World Application ◽  
The Status ◽  
Virtual Project ◽  
Future Work

Collaborative engineering processes with more than one company involved raise the need for knowledge sharing across organizational boundaries. The problem is analyzed in general, but on the background of this real-world application domain encountered, e.g., in automotive industry. A solution concept called virtual project database is presented; deficits in the status quo of information technology are hinted at as well as directions of future work for implementing the solution concept.

Towards a reference model for the cold chain

2018 ◽  
Vol 29 (3) ◽  
pp. 822-838 ◽  
Author(s):  
Peik Bremer
Keyword(s):  
Information Technology ◽  
Business Process ◽  
Business Processes ◽  
Reference Model ◽  
Dynamic Properties ◽  
Process Models ◽  
Cold Chain ◽  
Object Model ◽  
Content Type ◽  
Business Process Models

Purpose Generic business process models for the supply chain do not cover the specific requirements of the cold chain catering to the needs of temperature-sensitive, perishable goods. The purpose of this paper is to draft a reference model specific to the cold chain. Design/methodology/approach Following an object-oriented modeling approach, conceptual elements that have been synthesized from a literature review are transferred into the static view (object model) of the reference model. In addition, the reference model’s dynamic properties representing the business process view are outlined. Findings While a few atomic process steps are sufficient to model the cold chain’s dynamic properties, the complexity of the cold chain lies in the object model. The classes of the object model are highly interrelated and cover four domains: perishable product, information technology, infrastructure/equipment and regulatory framework. This technical approach is more adequate to the complex nature of cold chains than typical business process models. Research limitations/implications In the present draft status, the reference model is limited by the pure conceptual approach of this paper. As it is in the nature of things for a draft of a reference model, case studies to challenge the draft and a discourse of experts are required before detailed specifications can be added or any software implementation can be started. It is expected that the reference model is able to substantially support further research on cold chain design and optimization. Practical implications The cold chain reference model is intended to be a standard toolbox for planning and evaluating cold chains. By integrating the technical, information technology and regulatory objects behind the business processes, it allows to design and analyze cold chains from a more holistic perspective. Originality/value To the best knowledge of the author, this paper is the first to outline a reference model for the cold chain that goes beyond the business processes.

Corporate fraud and relationships: a systematic literature review in the light of research onion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Caroline de Oliveira Orth ◽  
Antônio Carlos Gastaud Maçada
Keyword(s):  
Information Technology ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Practical Implication ◽  
Data Governance ◽  
Corporate Fraud ◽  
Content Type ◽  
External Auditors ◽  
Starting Point ◽  
Relationship Of

Purpose This paper aims to investigate how the literature has been addressing the relationships between corporate fraud and executive behavior and corporate fraud and information technology (IT) controls. Design/methodology/approach A systematic literature review was performed following the planning phases proposed by Levy and Ellis (2006), illuminated by the research onion, developed by Saunders et al. (2007). Findings The main findings of the studies analyzed refer basically to models to assess the risk of fraud. These risks originate from the market, from the organization itself or from individuals and also from their relationship networks. Subsequently, the main risks identified by the authors were classified according to their origin, the main theories approached and the “solutions” for the risks presented by the authors as the product of their work. Research limitations/implications It should be noted that this study is not free of limitations, of which two stand out: the full body of articles on the subject was certainly not evaluated. Although the search has been systematic and judicious both by the combination of keywords for the searches, as well as by the use of the main databases and also by the rigor in the description of the procedures and the analysis of the articles in the light of Research Onion was based on the authors’ knowledge that may have been limited in some respect. Practical implications As a practical implication, there is the relationship of red flags and their classification by origin, as they can be very useful for planning the work of internal and external auditors. Social implications It is considered that this work can be a starting point for scholars who are interested in the corporate fraud phenomenon, given that the data was collected and organized systematically. Originality/value The analysis of the articles in relation to Research Onion shed light on the main philosophical and methodological characteristics of the studies. Also, regarding the relationships between corporate fraud and IT controls, existing scientific research appears to be limited. Searches for the terms information technology and information systems were extended, as well as search strings tested with the terms data governance and IT governance without results. This fact demonstrates that there may be (as far as the results have reached) a vast area of research on corporate fraud in the field of systems knowledge and information technology.

Sign in / Sign up

Export Citation Format

Share Document