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Contract Renewal Decisions in IT-Outsourcing: A Survey in the Netherlands 1

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10th Global Sourcing Workshop

作者： Beulen, Erik TIAS Sch Business & Soc Warandelaan 2 POB 90153 NL-5000 LE Tilburg Netherlands

ISBN: (数字)9783319470092

ISBN: (纸本)9783319470092;9783319470085

Increasingly, outsourcing companies decline to renew their contracts automatically at the end of their duration [1, 2]. Furthermore, only a very few contracts are renewed in sole-source contract negotiations. Switching IT outsourcing suppliers is becoming more common [3]. Organizations send out Requests for Proposal instead and may select a new provider for their information Technology (IT) services. The costs of selection and knowledge transfer processes, switching costs, are substantial [4-6]. Service delivery continuity is also under pressure when a transfer to a new provider is made [8, 9]. What are the considerations in contract renewal decisions for IT services? The findings presented will be useful for client companies facing contract renewal decisions. In the current, increasingly mature outsourcing market, qualitative factors are considered most important in deciding contract renewal versus switching suppliers, as outsourcing companies are now well capable of negotiating a market-conform price [10]. In this research project, we focus on qualitative as well as financial factors related to switching suppliers. Furthermore, termination provisions in contracts are important. How can service delivery continuity be assured while switching your supplier? This results in a framework for contract renewal decision making in IT outsourcing containing motives, switching costs, risks and contract good practices. This research presents the findings of a survey on contract renewal decisions in IT outsourcing. Dutch-based customer organizations participated in this research project. The data for this research is collected via survey.

关键词： Contract renewal Exit management IT outsourcing Switching costs and transition

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Using User-Generated Content to Explore Hotel Service Quality Dimensions 7th

Using User-Generated Content to Explore Hotel Service Qualit...

引用

7th International Workshop on Exploring Service Science (IESS)

作者： Migueis, Vera L. Novoa, Henriqueta Univ Porto Fac Engn Oporto Portugal

ISBN: (纸本)9783319326894;9783319326887

A better evaluation and understanding of the client's perception of the service provided by hotels is critical for hotel managers, especially in the "Travel 2.0" era, where tourists not only access but also actively review the service provided. This paper analyses data automatically collected from TripAdvisor reviews regarding 2 star and 5 star hotels in Porto. TripAdvisor user generated content is explored through text mining techniques with the purpose of creating word clouds, synthesizing and prioritizing the aspects of the service raised by customers. Furthermore, this content is analyzed using the SERVQUAL model to identify the service quality dimensions most valued by guests of the two types of hotels. The results of the preliminary study demonstrate that the methodology proposed allows us to identify service perceptions with reasonable effectiveness, highlighting the potential of the procedure to become a complementary tool for hotel management.

关键词： Hotel service quality User-generated content SERVQUAL Text mining

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Towards a Formal Framework for business Process Re-Design Based on Data Mining 17th

Towards a Formal Framework for Business Process Re-Design Ba...

引用

17th International Conference on business Process Modeling, Development, and Support / 21st International Conference on Exploring Modeling Methods for Systems Analysis and Design Held at Conference on Advanced information Systems Engineering

作者： Thai-Minh Truong Lam-Son Le Ho Chi Minh City Univ Technol Fac Comp Sci & Engn Ho Chi Minh City Vietnam

ISBN: (纸本)9783319394299;9783319394282

In today's ever changing world, business processes need to be dynamic. Data accumulated as the processes operate capture the meaning of transactions in the past, which opens a door for the dynamics of the business processes in question. Mining the operational data to explicitly represent this meaning could lead to process re-design to make the business processes more efficient. In this paper, we propose a formal framework for redesigning business processes taking data mining rules and business rules as the driver. We formally represent business processes using the artifact-centric approach put forward by the IBM Research. We devise redesigning algorithms that take classification rules extracted from data mining together with business rules and transform the business process in question by eliminating redundant tasks and/or re-ordering inefficiently placed tasks. We illustrate our algorithms and report experiments that were conducted using a proof-of-concept case-study.

关键词： Artifact-centric processes Process redesign Process modeling Data mining Formal methods

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User Involvement in Applications of the PoN 28th

User Involvement in Applications of the PoN

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28th International Conference on Advanced information Systems Engineering (CAiSE)

作者： van der Linden, Dirk Hadar, Irit Univ Haifa Dept Informat Syst Haifa Israel EE Network Luxembourg Luxembourg

ISBN: (纸本)9783319395647;9783319395630

In a previous paper [12] we argued for more user-centric analysis of modeling languages' visual notation quality. Here we present initial findings from a systematic literature review on the use of the Physics of Notations (PoN) to further that argument. Concretely, we show that while the PoN is widely applied, these applications rarely actively involve intended users of a visual notation in setting the requirements for the notation, nor in evaluating its improvement or design according to the PoN's criteria. We discuss the potential reasons for this lack of user involvement, and what can be gained from increasing user involvement.

关键词： Visual notation Cognitive effectiveness User involvement

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What Have We Unlearned Since the Early Days of the Process Movement? 17th

What Have We Unlearned Since the Early Days of the Process M...

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作者： Regev, Gil Hayard, Olivier Wegmann, Alain Ecole Polytech Fed Lausanne Sch Comp & Commun Sci CH-1015 Lausanne Switzerland Itecor Av Paul Ceresole 24Cp 568 CH-1800 Vevey 1 Switzerland

ISBN: (纸本)9783319394299;9783319394282

The vision brought forth by Michael Hammer in the late 1980s was to save struggling American companies by getting them to focus on the creation of value for clients by reorganizing their operations and structure around the use of IT systems. This was the business Process Reengineering (BPR) movement. It spawned most if not all the business process work since then, including BPMDS. The main principle behind BPR was to design the envisioned process around outcomes (value), not tasks. In this paper, we show that this principle was not heeded by the followers of BPR. This is plainly visible when you look into any example of a process model done with modern process modeling notations, such as BPMN. What one sees is mostly a set of interconnected tasks, with mostly an implicit outcome. It is about time we went back to the early principles of BPR and connected people by explicitly showing the collaboration between the actors of the process, the outcome of the process, and only then designing the activities and their sequence.

关键词： Reengineering

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Outsourcing and Innovation: A Comparative Study of Italy and the UK 1

引用

10th Global Sourcing Workshop

作者： Vaia, Giovanni Oshri, Ilan Ca Foscari Univ Venice Italy Loughborough Res Ctr Global Sourcing & Serv Loughborough Leics England

ISBN: (数字)9783319470092

ISBN: (纸本)9783319470092;9783319470085

Italy is known for bringing to the world some of the greatest inventions and arts. Indeed, creativity and innovation are not strange phrases in many Italian sectors such as fashion, automotive and leather. But challenges to achieve innovation in the Italian service outsourcing sector still lay ahead. Recent reports have highlighted the complexity involved in fostering collaborative innovation between a client firm and a supplier, often resolving is unsatisfactory results. Hence, in this report, we seek to unveil whether the long innovative tradition plays a role in its local service outsourcing industry. A study of 150 British and Italian Service Outsourcing executives was carried out to examine their comparative innovation performance and the mechanisms that support innovation in each country. The results show that Italian client firms reported more satisfaction with the quality, frequency and impact of innovation delivered by suppliers than their British counterparts. The main differences between the Italian and British cases that may explain our results were (i) Italian client firms' strategic intent has been revolving around the objective to increase the pace of innovation within the firm while their British counterparts have been focusing on cost reduction, (ii) Italian client firms have mainly been using outcome base pricing model while British client firms have mainly been using fixed-price model and (iii) Italian client firms have been using advisory firms to a far more extent than their British counterparts. We conclude by offering a practical framework to achieve innovation through outsourcing.

关键词： IT outsourcing Innovation Relational and contractual governance Survey

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An Event-Driven Service-Oriented Architecture for Performing Actions on business Organization Items 7th

An Event-Driven Service-Oriented Architecture for Performing...

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7th International Workshop on Exploring Service Science (IESS)

作者： Puiu, Vasilica-Georgiana Alexandrescu, Adrian Gheorghe Asachi Tech Univ Iasi Fac Automat Control & Comp Engn 27 Prof Dr Doc Dimitrie Mangeron Iasi Romania

ISBN: (纸本)9783319326894;9783319326887

In order to improve the client experience but also to increase revenue, there are single-point access websites which offer services belonging to multiple business organizations, and which employ ad services to entice the potential clients by presenting related products. This paper presents a generic business model that uses an event-driven service-oriented architecture for performing actions on organization items (e.g., reserving a room at a hotel or a table at a restaurant, making a doctor's appointment, or purchasing a product). The system can be viewed as an aggregator of organizations to which businesses can adhere and offer their services to potential clients. There is also proposed a novel method that uses service composition in order to allow scheduling algorithms to be efficiently implemented. Due to its modularization, flexibility and extensibility, the proposed model is an effective tool for enhancing the user experience by offering the clients easy access to items from different business organizations and by making suggestions for other related organization items depending on the user's actions and preferences.

关键词： Event-driven Service-oriented architecture SOA business model After-sales service

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Motivating Online Teams: An Investigation on Task Significance, Coordination and Incentive Mechanisms 11th

Motivating Online Teams: An Investigation on Task Significan...

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11th International Conference on Web information Systems and Technologies (WEBIST)

作者： Bezerra, Juliana de Melo Diniz, Lara Santos Montalvao, Victor da Silva Hirata, Celso Massaki ITA Dept Comp Sci Sao Jose Dos Campos Brazil

ISBN: (纸本)9783319309965;9783319309958

Online teams can help to increase organizational effectiveness, due to their flexibility and facility to gather resources originally dispersed. In order to gather team participation, we need to address team motivation. Belief in task significance has positive effects on moving members to participate. Coordination is a central to a successful collaboration, since it guides members' participation. Incentive mechanisms can be used to foster online participation. We then conducted an experiment to analyze the effects on motivation of task significance, quality of team coordination, and usage of incentive mechanisms. We confirm that the three aspects influence motivation positively. We discuss characteristics that make them contribute to or interfere on online motivation. We also investigate the interplay among the aspects that can increase or reduce the aspects' effect.

关键词： Online team Motivation Task significance Coordination Incentives

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Integration of Hazard Management Services 7th

Integration of Hazard Management Services

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7th International Workshop on Exploring Service Science (IESS)

作者： Ionita, Anca Daniela Eftimie, Cristina-Teodora Lewis, Grace Litoiu, Marin Univ Politehn Bucuresti Spl Independentei 313 Bucharest 060042 Romania Carnegie Mellon Software Engn Inst 4500 Fifth Ave Pittsburgh PA USA York Univ 4700 Keele St Toronto ON Canada

ISBN: (纸本)9783319326894;9783319326887

Software migration to services is composed of three important parts: source code characterization, target code modeling, and transformation of legacy artifacts to develop services. Moreover, if the same target code model is defined as a common migration target for several existing applications with similar functionality, it is also possible to support interoperation and integration, in addition to migration to software services. This method for software migration may be applied in hazard management, where the availability of systems to manage particular environmental or social hazards may be insufficient when chain reactions and correlated events have to be treated simultaneously. Existing applications for monitoring hazards and emergency response may be migrated towards service-oriented systems, capable to orchestrate decision making and response actions. The target model proposed in this paper is a process template for integrating services irrespective of the hazard type, with the possibility to reuse the realizations of visualization and notification activities. The example implemented in our study was based on process binding to services specific for water and air pollution management.

关键词： Migration to services Process modeling Modeling and design of IT-enabled service systems Hazard management

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Research Challenges of Industry 4.0 for Quality Management 4th

Research Challenges of Industry 4.0 for Quality Management

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4th International Conference on ERP Future

作者： Foidl, Harald Felderer, Michael Exceet Elect GesmbH A-6341 Ebbs Austria Univ Innsbruck Inst Comp Sci A-6020 Innsbruck Austria

ISBN: (纸本)9783319327990;9783319327983

By promising huge benefits for industries and new opportunities for a multitude of applications, Industry 4.0 is currently one of the major and most discussed topics in academia and practice. Beside this trend, today's manufacturing companies have to produce products of highest quality in order to retain competitive and satisfy the steadily increasing customer requirements. Thus, an essential prerequisite and key to sustainable economical success for any company is to focus on quality management. Through its concepts (Smart Factory, Cyber-Physical System, Internet of Things and Services), Industry 4.0 provides promising opportunities for quality management. Therefore, this paper presents research challenges of Industry 4.0 for quality management motivated by a practical insight of an Austrian electronic manufacturing services company. The presented research challenges are structured by the three key aspects of Industry 4.0 (vertical, horizontal and end-to-end engineering integration) and grounded on the DIN ISO 9000 quality management systems approach.

关键词： Industry 4.0 Smart factory Internet of Services Cyber-Physical System Internet of Things Quality management Quality Integration Research challenges Quality management systems approach

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