Relational Service Quality Modeling

2011 ◽  
pp. 172-193
Author(s):  
Vladimir A. Shekhovtsov ◽  
Roland Kaschek ◽  
Christian Kop ◽  
Heinrich C. Mayr
Keyword(s):  
Normal Form ◽  
Service Quality ◽  
Conceptual Design ◽  
Business Processes ◽  
Requirements Elicitation ◽  
Application System ◽  
Service Orchestration ◽  
Quality Requirements ◽  
Requirements Modeling ◽  
Quality Modeling

The paper argues that using non-first-normal-form (NF2) tables for requirements modeling is a suitable approach for communicating application system issues to stakeholders who have a business background. In particular, such tables are used in an intermediate predesign step residing between requirements elicitation and conceptual design for modeling functional and quality requirements of services and business processes. This approach extends to quality requirements of business processes used for service orchestration.

Pengembangan SIA Terintegrasi: Pengaturan Pembelian Kredit di PT Toyonaga Indonesia

2019 ◽  
Vol 4 (1) ◽  
pp. 142-148
Author(s):  
Dealin Mahaputri Leonika
Keyword(s):  
Qualitative Research ◽  
Internal Control ◽  
Business Processes ◽  
System Development ◽  
Application System ◽  
Development Life Cycle ◽  
Descriptive Approach ◽  
System Information ◽  
Main Support ◽  
Developing System

Abstract-- PT Toyonaga Indonesia is a manufacturing company engaged in the automotive field, the importance of purchasing activities as the main support in the process production and as revenue company , it is very necessary for  system that is mutually integrated computerized between one part and another. PT Toyonaga Indonesia has no system that can integrate between parts to facilitate internal control of the company. This study using method a qualitative research with a descriptive approach, which developing system design using a system development, system structured cycle due to SDLC is a recognized method and is used a lot of system development, steps structured and practical, tools from SDLC using more diagrams so easy to understand, the stages are related to each other. The results show that the system has been running well in PT Toyonaga Indonesia, but the system has not run effectively and efficiently so it is designed with an application system called Entrepreneurial Purchasing System to facilitate the company's business processes, especially in the field of credit purchases.   Keywords-- System Information Accounting In Purchase Credit   Abstrak--PT Toyonaga Indonesia adalah perusahaan manufaktur yang bergerak dibidang otomotif, karena begitu pentingnya kegiatan pembelian sebagai penunjang utama dalam proses produksi dan perolehan profit perusahaan maka sangat dibutuhkannya sistem yang saling terintegrasi secara komputerisasi antara satu bagian dengan bagian lain. PT Toyonaga Indonesia belum terdapat sistem yang dapat berintegrasi antar bagian untuk memudahkan pengendalian internal perusahaan. Penelitian ini menggunakan metode penelitian kualitatif dengan pendekatan deskriptif yaitu dengan mengembangkan perancangan sistem dengan menggunakan sistem tersturktur System Development Life Cycle karena SDLC merupakan metode yang diakui dan digunakan banyak pengembangan sistem, alur tahapannya terstruktur dan praktis, tools alat-alat dari SDLC menggunakan diagram yang lebih mudah dimengerti, tahapannnya terkait satu sama lainnya. Hasil penelitian menunjukan bahwa sistem yang berjalan pada PT Toyonaga Indonesia sudah berjalan dengan baik, namun sistem belum berjalan secara efektif dan efisien maka dirancang dengan sistem aplikasi dengan nama Purchasing Entris System agar memudahkan proses bisnis perusahaan khususnya dalam bidang pembelian kredit.   Kata Kunci--Sistem Informasi Akuntansi Pembelian Kredit    

scholarly journals How Robot/human Orchestration Can Help in an HR Department: A Case Study From a Pilot Implementation

Organizacija ◽  
2019 ◽  
Vol 52 (3) ◽  
pp. 204-217 ◽  
Author(s):  
Dalibor Šimek ◽  
Roman Šperka
Keyword(s):  
Business Process ◽  
Business Processes ◽  
Current Trend ◽  
Case Study Research ◽  
Multinational Company ◽  
Research Approach ◽  
Structured Interviews ◽  
Service Orchestration ◽  
Study Research

Abstract Background and Purpose: Motivation of this research is to explore the current trend in automating the business processes through software robots (Robotic Process Automation – RPA) and its managing within enterprise environment where most of the processes are executed by human workforce. As the RPA technology expands the demand for its coordinating grows as well. The possible solution to this challenge is shown in case study research in form of implementing orchestration platform to a concrete business process of onboarding in HR department of a multinational company. The aim of this paper is to explore the phases and activities of the pilot project implementation of Robotic Service Orchestration (RSO) in combination with RPA technology and to assess the potential benefits. Design/Methodology/Approach: Case study research approach was selected to explore the research phenomena, which is the implementation of RSO platform in combination with RPA technology and assessing incoming benefits. The case is formed with 2 companies – (1) multinational company with ongoing effort of automating onboarding process, (2) technology and consulting company delivering the automation solution. Data were collected through semi-structured interviews with respondents from two involved companies and by analysing internal documents. Results: The analysis of case provided in this paper revealed some key insights: (1) strategical position of RSO and tactical position of RPA towards the existing legacy systems, (2) need for increased focus on initial process modelling phase, (3) Application Programming Interface (API) integration is more viable solution for RPA, (4) the biggest benefit of RPA - its agility, (5) future potential of the RSO replacing the BPMS. Conclusions: First of all, there is a need of higher number of software robots adopted in a company before orchestration could pay off. On the other side, current Business Process Management Systems (BPMS) solutions don’t offer functionalities for managing human and software robots workforce altogether. RPA is expected to expand and without proper orchestration the effectivity will not grow constantly.

A Model-based Approach for Diagnosing Fault in Web Service Processes

2013 ◽  
pp. 92-116
Author(s):  
Yuhong Yan ◽  
Philippe Dague ◽  
Yannick Pencolé ◽  
Marie-Odile Cordier
Keyword(s):  
Web Services ◽  
Web Service ◽  
Business Process ◽  
Business Processes ◽  
Formal Model ◽  
Service Orchestration ◽  
Model Based ◽  
Architecture Framework ◽  
Web Service Orchestration ◽  
Business Process Execution

Web services based on a service-oriented architecture framework provide a suitable technical foundation for business process management and integration. A business process can be composed of a set of Web services that belong to different companies and interact with each other by sending messages. Web service orchestration languages are defined by standard organizations to describe business processes composed of Web services. A business process can fail for many reasons, such as faulty Web services or mismatching messages. It is important to find out which Web services are responsible for a failed business process because we could penalize these Web services and exclude them from the business process in the future. In this paper, we propose a model-based approach to diagnose the faults in a Web service-composed business process. We convert a Web service orchestration language, more specifically BPEL4WS, into synchronized automata, so that we have a formal description of the topology and variable dependency of the business process. After an exception is thrown, the diagnoser can calculate the business process execution trajectory based on the formal model and the observed evolution of the business process. The faulty Web services are deduced from the variable dependency on the execution trajectory. We demonstrate our diagnosis technique with an example.

Methodological Framework and Application Integration Services in Enterprise Information Systems

2009 ◽  
pp. 901-911 ◽  
Author(s):  
Darko Galinec ◽  
Slavko Vidovic
Keyword(s):  
Data Exchange ◽  
Business Processes ◽  
Methodological Framework ◽  
Business Systems ◽  
Enterprise Information ◽  
Application System ◽  
Technological Differences ◽  
Exchange Processes ◽  
Business Needs ◽  
New Applications

For integration of two business functions or two business systems it is necessary to connect their business processes with application support and data exchange. Processes appertaining to one application system create data which will be used by another application system. First, and the key reason for the integration of business systems’ applications, are user business needs for business processes and information flow, and changes in business processes occurring during business transactions. The next integration reason is related to the technological differences by means of which applications are constructed. Integration should be carried out to connect technologically different applications. Because of process complexity which includes breakdown of the existing business processes and applications, business processes change on the basis of business needs and user requirements, modeling of such processes, and new applications and their connection, it is necessary to shape methodological framework. The use of this framework should result in the successful completion of EAI projects.

Providing Value to Customers in E-Commerce Environments

2011 ◽  
pp. 1358-1378
Author(s):  
Shailey Minocha
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Business Processes ◽  
Web Design ◽  
Research Programme ◽  
Customer Relationship ◽  
Evaluation Instrument ◽  
Design Heuristics ◽  
To Come ◽  
Group Interviews

Effective advertising, good usability, and creating value are important in an e-commerce environment to attract and retain customers. In the human–computer interaction (HCI) literature, research into the success or failure of business to consumer (B2C) e-commerce sites has primarily focussed on usability. While increasing usability is important, even if an e-commerce Web site conforms to the Web design heuristics and usability guidelines, it might not always generate a positive total customer experience (TCE). Therefore, it is important that along with usability heuristics, customer relationship management (CRM) strategies are integrated into the design of the e-commerce environments for developing robust and long-term online customer–organisation relationships. We report on a project that is part of an ongoing cross-disciplinary research programme at the Open University, United Kingdom, which aims to integrate HCI and CRM strategies into the design and evaluation of e-commerce environments. In this project, we examined the customer’s interaction with e-commerce environments and how a B2C relationship can be effectively supported from a customer’s perspective. Based on intensive research that involved collecting data from naturalistic observations of customers shopping on e-tailing environments, interviews, group interviews, and by identifying the negative incidents or obstacles that mar the customer’s TCE, we have developed E-SEQUAL (E-SErvice QUALity), a framework for online service quality. E-SEQUAL is an evaluation instrument consisting of e-CRM (CRM for e-economy) or customer relationship-enhancing heuristics and HCI heuristics which can be applied to integrate customers’ perceived dimensions of service quality into the design and development of e-commerce environments. E-SEQUAL can provide guidance to e-businesses regarding integration of front- and back-end business processes, and across different customer touch points such as phone, fax, e-mail, and so on. It can be applied by Web designers, marketing professionals, and developers to come up with requirements for integrating customers’ expectations, and perceptions of service quality and value into the design of e-commerce Web sites. Furthermore, it can be used as an evaluation instrument by usability professionals for evaluating the conformance of an e-commerce environment against HCI (usability) and e-CRM heuristics.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

PROQRASS: A PROCESS-BASED APPROACH TO QUALITY REQUIREMENTS ANALYSIS FOR SERVICE SYSTEMS

2013 ◽  
Vol 23 (07) ◽  
pp. 943-962
Author(s):  
YE WANG ◽  
XIAOHU YANG ◽  
XINYU WANG ◽  
ALEKSANDER J. KAVS
Keyword(s):  
Business Process ◽  
Business Processes ◽  
Systematic Approach ◽  
Requirements Analysis ◽  
Service Systems ◽  
Process Models ◽  
Functional Requirements ◽  
Quality Requirements ◽  
Business Process Models ◽  
Equity Trading

Satisfying quality requirements for service systems is quite crucial and challenging. However, there is a gap between quality requirements analysis and quality requirements design in service systems. In order to bridge this gap, we provide a systematic approach — ProQRASS — to model and analyze quality requirements of services based on business processes, which are frequently used to model services. ProQRASS consists of five steps: (1) constructing business process models; (2) associating quality requirements with functional requirements of services in business process models; (3) identifying potential conflicts and cooperation among quality requirements; (4) filtering out false conflicts and cooperation; (5) resolving conflicts among quality requirements. We illustrate ProQRASS through an equity trading service system. We also evaluate its capability through the comparison with other approaches and conduct a usability investigation involving industrial experts. The result shows that ProQRASS is effective and useful.

scholarly journals PECULIARITIES OF CUSTOMER RELATIONSHIPS MANAGEMENT: A CASE OF LITHUANIAN COMPANIES / SANTYKIŲ SU KLIENTAIS VALDYMO YPATUMAI: LIETUVOS ĮMONIŲ ATVEJIS

2014 ◽  
Vol 6 (1) ◽  
pp. 9-16
Author(s):  
Gintarė Bliujūtė ◽  
Renata Korsakienė
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Quality Requirements ◽  
Relationships Management

Increasing competition among companies, constantly growingproduct and service quality requirements, rapidly changing consumerbehavior, technology advancements and changes enablescustomer to make decisions which product or service to buy. Inthis context, customer relationship management is becoming animportant tool creating preconditions to maintain loyal customersand improve company’s performance. The paper analyzespeculiarities of customer relationship management in Lithuaniancompanies. In order to reveal motives and problems of customerrelationship management implementation the survey was carriedout. 82 companies participated in the survey. At the end of thepaper conclusions are presented. Didėjanti konkurencija tarp įmonių, nuolat griežtėjantys produktų ir paslaugų kokybės reikalavimai, sparčiaikintanti vartotojų elgsena, technologijų pažanga ir jų lemiami pokyčiai versle, sudaro sąlygas vartotojui rinktis – priimtisprendimus, kokią prekę ar paslaugą įsigyti. Šiame kontekste santykių su klientais valdymas tampa svarbia priemone, sudarančiaprielaidas išlaikyti vartotojus lojalius bei pagerinti įmonės veiklos rezultatus. Analizuojami santykių su klientais valdymoypatumai Lietuvos verslo įmonėse. Siekiant atskleisti santykių su klientais valdymo diegimo motyvus bei problemas,atliktas tyrimas – apklaustos 82 įmonės. Tyrimo rezultatai rodo, kad Lietuvos verslo įmonės supranta santykių su klientaisnaudą ir reikšmę, tačiau aktyvesnį santykių su klientais diegimą riboja tinkamos strategijos stoka bei darbuotojų priešiškumasgalimiems pokyčiams.

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