scholarly journals Analysing meta-organizations with embedded brokering services performance modelled as a call-centre for supporting dynamic reconfigurability of networked and virtual organizations

2020 ◽  
Vol 48 (4) ◽  
pp. 725-732
Author(s):  
Goran Putnik ◽  
Diana Rodrigues ◽  
Cátia Alves ◽  
Paulo Ávila ◽  
Hélio Castro ◽  
...  
Keyword(s):  
Service Level ◽  
Virtual Organizations ◽  
Call Centre ◽  
Virtual Enterprises ◽  
Traffic Intensity ◽  
Functional Requirements ◽  
Call Centres ◽  
New Type ◽  
And Performance ◽  
High Level

Various companies choose to outsource the delivery of part of their services, so as not to deviate from its core business and improve the service level. This approach leads to a new type of organizations, so-called networked and virtual enterprises, where possibly a great number of companies work together without having direct contact but through a broker, as an intermediary, that streamlines the relationships between them. To enable high level efficiency, as well as some other functional requirements, the meta-organizations and brokering services are conceived as environments and services for networked and virtual enterprises operation and dynamic reconfigurations, representing a model of organizations-of-organizations, as an implementation of one of the Industry 4.0 models and ecosystem for networked and virtual enterprises dynamic reconfiguration. In this paper, the meta-organizations with embedded brokering services, modelled as call centres, are analyzed. Various simulations are presented, based on Erlang's formulas for some of design and performance measures parameters evaluation, such as service level, average waiting time, agent occupancy and service traffic intensity.

scholarly journals A LAYERED FRAMEWORK FOR CONNECTING CLIENT OBJECTIVES AND RESOURCE CAPABILITIES

2006 ◽  
Vol 15 (03) ◽  
pp. 391-413 ◽  
Author(s):  
ASIT DAN ◽  
KAVITHA RANGANATHAN ◽  
CATALIN L. DUMITRESCU ◽  
MATEI RIPEANU
Keyword(s):  
Service Provider ◽  
Large Scale ◽  
Service Management ◽  
Service Level ◽  
Performance Criteria ◽  
Management Scenarios ◽  
Levels Of Abstraction ◽  
Resource Requirements ◽  
And Performance ◽  
High Level

In large-scale, distributed systems such as Grids, an agreement between a client and a service provider specifies service level objectives both as expressions of client requirements and as provider assurances. From an application perspective, these objectives should be expressed in a high-level, service or application-specific manner rather than requiring clients to detail the necessary resources. Resource providers on the other hand, expect low-level, resource-specific performance criteria that are uniform across applications and can be easily interpreted and provisioned. This paper presents a framework for service management that addresses this gap between high-level specification of client performance objectives and existing resource management infrastructures. The paper identifies three levels of abstraction for resource requirements a service provider needs to manage, namely: detailed specification of raw resources, virtualization of heterogeneous resources as abstract resources, and performance objectives at an application level. The paper also identifies three key functions for managing service-level agreements, namely: translation of resource requirements across abstraction layers, arbitration in allocating resources to client requests, and aggregation and allocation of resources from multiple lower-level resource managers. One or more of these key functions may be present at each abstraction layer of a service-level manager. Thus, layering and the composition of these functions across abstraction layers enables modeling of a wide array of management scenarios. The framework we present uses service metadata and/or service performance models to map client requirements to resource capabilities, uses business value associated with objectives to arbitrate between competing requests, and allocates resources based on previously negotiated agreements. We instantiate this framework for three different scenarios and explain how the architectural principles we introduce are used in the real-word.

scholarly journals Tecnologies of defining the indicators of call centre

2020 ◽  
pp. 58-67
Author(s):  
Ana Kobiashvili ◽  
◽  
Ketevan Kutateladze ◽  
Nodar Darchiashvili ◽  
◽  
...  
Keyword(s):  
Service Level ◽  
Optimal Number ◽  
Call Centre ◽  
Treatment Service ◽  
Level Indicator ◽  
Call Centres ◽  
Operational Level ◽  
Criteria For Selection ◽  
Selection Of

A great number of calls enter call centres daily. It is difficult to determine the state of the call cenre without evaluation of the indicators of the call centre operational level. In order to control all significant indicators it is necessary to have software, which will allow a real-time monitoring of various data. The paper describes all significant indicators of operational level of the call centre, such as the duration of waiting for the answer; volume of calls; the duration of call treatment; service level indicator; the percentage of those calls, which helped to fix the problem; the quality of conducted services. The assignments of each of them are discussed, definatory formulae and examples of some indicators are given, criteria for selection of an optimal number of call centre operators are analyzed, theoretical and practical assessments of various indicators of calls are conducted and necessary recommendations for improving the performance of a call cenre are formed as well.

SLA and Performance Efficient Heuristics for Virtual Machines Placement in Cloud Data Centers

2017 ◽  
Vol 9 (3) ◽  
pp. 17-33 ◽  
Author(s):  
Oshin Sharma ◽  
Hemraj Saini
Keyword(s):  
Energy Consumption ◽  
Data Centers ◽  
Virtual Machines ◽  
Service Level Agreement ◽  
Service Level ◽  
Consolidation Process ◽  
Cloud Data ◽  
Trade Offs ◽  
And Performance ◽  
High Level

Cloud computing has revolutionized the working models of IT industry and increasing the demand of cloud resources which further leads to increase in energy consumption of data centers. Virtual machines (VMs) are consolidated dynamically to reduce the number of host machines inside data centers by satisfying the customer's requirements and quality of services (QoS). Moreover, for using the services of cloud environment every cloud user has a service level agreement (SLA) that deals with energy and performance trade-offs. As, the excess of consolidation and migration may degrade the performance of system, therefore, this paper focuses the overall performance of the system instead of energy consumption during the consolidation process to maintain a trust level between cloud's users and providers. In addition, the paper proposed three different heuristics for virtual machine (VM) placement based on current and previous usage of resources. The proposed heuristics ensure a high level of service level agreements (SLA) and better performance of ESM metric in comparison to previous research.

Low-Overhead Development of Scalable Resource-Efficient Software Systems

2014 ◽  
pp. 81-105
Author(s):  
Wei-Chih Huang ◽  
William J. Knottenbelt
Keyword(s):  
Large Scale ◽  
Resource Constraints ◽  
Service Level ◽  
Software Systems ◽  
Functional Requirements ◽  
And Performance ◽  
Core Storage ◽  
Resource Aware ◽  
Efficient Software ◽  
Self Adaptive

As the variety of execution environments and application contexts increases exponentially, modern software is often repeatedly refactored to meet ever-changing non-functional requirements. Although programmer effort can be reduced through the use of standardised libraries, software adjustment for scalability, reliability, and performance remains a time-consuming and manual job that requires high levels of expertise. Previous research has proposed three broad classes of techniques to overcome these difficulties in specific application domains: probabilistic techniques, out of core storage, and parallelism. However, due to limited cross-pollination of knowledge between domains, the same or very similar techniques have been reinvented all over again, and the application of techniques still requires manual effort. This chapter introduces the vision of self-adaptive scalable resource-efficient software that is able to reconfigure itself with little other than programmer-specified Service-Level Objectives and a description of the resource constraints of the current execution environment. The approach is designed to be low-overhead from the programmer's perspective – indeed a naïve implementation should suffice. To illustrate the vision, the authors have implemented in C++ a prototype library of self-adaptive containers, which dynamically adjust themselves to meet non-functional requirements at run time and which automatically deploy mitigating techniques when resource limits are reached. The authors describe the architecture of the library and the functionality of each component, as well as the process of self-adaptation. They explore the potential of the library in the context of a case study, which shows that the library can allow a naïve program to accept large-scale input and become resource-aware with very little programmer overhead.

Running the electronic sweatshop: Call centre managers' views on call centres

2007 ◽  
Vol 13 (3) ◽  
pp. 249-263 ◽  
Author(s):  
George Robinson ◽  
Clive Morley
Keyword(s):  
Work Environments ◽  
First Century ◽  
Call Centre ◽  
Call Centres ◽  
Simplistic Notion ◽  
Twenty First Century ◽  
The One ◽  
High Level

AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring, the simplistic notion that they are electronic sweatshops, or that the metaphor of the Panopticon applies, is rejected.

Running the electronic sweatshop: Call centre managers' views on call centres

2007 ◽  
Vol 13 (3) ◽  
pp. 249-263 ◽  
Author(s):  
George Robinson ◽  
Clive Morley
Keyword(s):  
Work Environments ◽  
First Century ◽  
Call Centre ◽  
Call Centres ◽  
Simplistic Notion ◽  
Twenty First Century ◽  
The One ◽  
High Level

AbstractCall centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring, the simplistic notion that they are electronic sweatshops, or that the metaphor of the Panopticon applies, is rejected.

https://imsciences.edu.pk/files/journals/vol12_2/New%201%20MA.864.pdf

2020 ◽  
Vol 12 (2) ◽  
pp. 19-50 ◽  
Author(s):  
Muhammad Siddique ◽  
Shandana Shoaib ◽  
Zahoor Jan
Keyword(s):  
Organizational Performance ◽  
Structural Equation ◽  
High Performance ◽  
Service Sector ◽  
Performance Outcomes ◽  
Theory And Practice ◽  
Relational Coordination ◽  
Multiple Sources ◽  
And Performance ◽  
High Level

A key aspect of work processes in service sector firms is the interconnection between tasks and performance. Relational coordination can play an important role in addressing the issues of coordinating organizational activities due to high level of interdependence complexity in service sector firms. Research has primarily supported the aspect that well devised high performance work systems (HPWS) can intensify organizational performance. There is a growing debate, however, with regard to understanding the “mechanism” linking HPWS and performance outcomes. Using relational coordination theory, this study examines a model that examine the effects of subsets of HPWS, such as motivation, skills and opportunity enhancing HR practices on relational coordination among employees working in reciprocal interdependent job settings. Data were gathered from multiple sources including managers and employees at individual, functional and unit levels to know their understanding in relation to HPWS and relational coordination (RC) in 218 bank branches in Pakistan. Data analysis via structural equation modelling, results suggest that HPWS predicted RC among officers at the unit level. The findings of the study have contributions to both, theory and practice.

Exploring The Effect of Visual Information Degradation on Human Perception and Performance In A Human-Telerobot System

2020 ◽  
Vol 64 (1) ◽  
pp. 1302-1307
Author(s):  
Richard Stone ◽  
Minglu Wang ◽  
Thomas Schnieders ◽  
Esraa Abdelall
Keyword(s):  
Visual Information ◽  
Human Perception ◽  
Low Level ◽  
Hit Rate ◽  
Word Level ◽  
Level Of Automation ◽  
Significant Difference ◽  
Human Operators ◽  
And Performance ◽  
High Level

Human-robotic interaction system are increasingly becoming integrated into industrial, commercial and emergency service agencies. It is critical that human operators understand and trust automation when these systems support and even make important decisions. The following study focused on human-in-loop telerobotic system performing a reconnaissance operation. Twenty-four subjects were divided into groups based on level of automation (Low-Level Automation (LLA), and High-Level Automation (HLA)). Results indicated a significant difference between low and high word level of control in hit rate when permanent error occurred. In the LLA group, the type of error had a significant effect on the hit rate. In general, the high level of automation was better than the low level of automation, especially if it was more reliable, suggesting that subjects in the HLA group could rely on the automatic implementation to perform the task more effectively and more accurately.

scholarly journals A modular design method based on TRIZ and AD and its application to cutter changing robot

2021 ◽  
Vol 13 (7) ◽  
pp. 168781402110343
Author(s):  
Mei Yang ◽  
Yimin Xia ◽  
Lianhui Jia ◽  
Dujuan Wang ◽  
Zhiyong Ji
Keyword(s):  
Modular Design ◽  
Design Method ◽  
Idea Generation ◽  
Design Parameters ◽  
Problem Analysis ◽  
Concept Design ◽  
Functional Requirements ◽  
Shield Tunneling ◽  
Structural Hierarchy ◽  
And Performance

Modular design, Axiomatic design (AD) and Theory of inventive problem solving (TRIZ) have been increasingly popularized in concept design of modern mechanical product. Each method has their own advantages and drawbacks. The benefit of modular design is reducing the product design period, and AD has the capability of problem analysis, while TRIZ’s expertise is innovative idea generation. According to the complementarity of these three approaches, an innovative and systematic methodology is proposed to design big complex mechanical system. Firstly, the module partition is executed based on scenario decomposition. Then, the behavior attributes of modules are listed to find the design contradiction, including motion form, spatial constraints, and performance requirements. TRIZ tools are employed to deal with the contradictions between behavior attributes. The decomposition and mapping of functional requirements and design parameters are carried out to construct the structural hierarchy of each module. Then, modules are integrated considering the connections between each other. Finally, the operation steps in application scenario are designed in temporal and spatial dimensions. Design of cutter changing robot for shield tunneling machine is taken as an example to validate the feasibility and effectiveness of the proposed method.

scholarly journals Towards a contemporary player learning in development framework for sports practitioners

2021 ◽  
pp. 174795412110023
Author(s):  
Mark O Sullivan ◽  
Carl T Woods ◽  
James Vaughan ◽  
Keith Davids
Keyword(s):  
Linear Process ◽  
Task Environment ◽  
Coach Education ◽  
Development Framework ◽  
Novel Approach ◽  
Non Linear ◽  
And Performance ◽  
Learning Development ◽  
High Level ◽  
User Friendly

As it is appreciated that learning is a non-linear process – implying that coaching methodologies in sport should be accommodative – it is reasonable to suggest that player development pathways should also account for this non-linearity. A constraints-led approach (CLA), predicated on the theory of ecological dynamics, has been suggested as a viable framework for capturing the non-linearity of learning, development and performance in sport. The CLA articulates how skills emerge through the interaction of different constraints (task-environment-performer). However, despite its well-established theoretical roots, there are challenges to implementing it in practice. Accordingly, to help practitioners navigate such challenges, this paper proposes a user-friendly framework that demonstrates the benefits of a CLA. Specifically, to conceptualize the non-linear and individualized nature of learning, and how it can inform player development, we apply Adolph’s notion of learning IN development to explain the fundamental ideas of a CLA. We then exemplify a learning IN development framework, based on a CLA, brought to life in a high-level youth football organization. We contend that this framework can provide a novel approach for presenting the key ideas of a CLA and its powerful pedagogic concepts to practitioners at all levels, informing coach education programs, player development frameworks and learning environment designs in sport.

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