Accelerating Collaboration in Task Assignment Using a Socially Enhanced Resource Model

Liu, Rong; Agarwal, Sumeet; Sindhgatta, Renuka; Lee, Juhnyoung

doi:10.1007/978-3-642-40176-3_21

Cited by 12 publications

(15 citation statements)

References 13 publications

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“…Such information can also be used to extract team structure [18]. Social network-based work allocation mechanisms that make use of the social graph of interactions among workers for making assignments have been developed in [12].…”

Section: Related Work and Theorymentioning

confidence: 99%

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Analyzing Performance of a Global Help Desk Team Operation – Country Handoffs, Efficiencies and Costs

Kumar

Liu

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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In this paper, we study the characteristics of a global help desk operation using Volvo IT support help desk. We analyze the incidents log produced by the Volvo IT department that gives the full path of an incident and the participating country and worker at each step. Our main goal is to gain a better understanding of the nature of international traffic flows that occur during the resolution of incidents. We find that increasing the number of participating countries negatively affects IT service efficiency metrics. Further, we breakdown international traffic flows (by highand low-efficiency countries) and examine the country effects and their implications in terms of efficiency and cost in considerable detail. The results and insights gained are discussed at length and can help in optimizing incident resolution workflows from a cost, efficiency and resource allocation perspective.

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Section: Related Work and Theorymentioning

confidence: 99%

“…Our work also fits into the broader area of work distribution and resource allocation studied in business process management (e.g. [4], [8], [11], [12], [16]), but our main focus lies in patterns of handoffs across countries. To enable our work, we use an IT support dataset from an international company with global operations.…”

Section: Introductionmentioning

confidence: 99%

Analyzing Performance of a Global Help Desk Team Operation – Country Handoffs, Efficiencies and Costs

Kumar

Liu

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…A few resource allocation methods have used logs, enabling dynamic resource allocation. Resource knowledge including expertise, social power, and community was mined from event logs, so a highly flexible and efficient team was created dynamically when a new task arrived [33]. Reinforcement learning was chosen to analyze the feedback at run-time and adjust resource allocation accordingly, thus streamlining the process [34].…”

Section: Dynamic Resource Optimizationmentioning

confidence: 99%

Process Mining from the Organizational Perspective

Zhang

Xudong

2014

Advances in Intelligent Systems and Computing

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Traditional researches on process mining mainly focus on the controlflow perspective, while less attention has been devoted to resources and their relationship in the organizational perspective of business processes. This paper gives an overview of process mining from the organizational perspective and describes the current studies on organizational mining that are generally divided into several main categories: organizational structure discovery, social network analysis (SNA), resource allocation, and role mining. Each category is elaborated in detail. Furthermore, possible research directions that may improve the efficiency of business processes are discussed. These improvements include cross-organizational mining, dynamic resource optimization, and process complexity analysis.

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“…Most of these approaches aim to support the identification and allocation of expertise in a social network environment for a better business process design. For example, Liu et al [15] presented a novel resource model that incorporates the concepts of resource communities and social positions to facilitate the identification of required knowledge and skills. Schall, et al [16] proposed a ranking method based on Hyperlink-Induced Topic Search algorithm to estimate the expertise of knowledge workers in a social network.…”

Section: What Is Social Bpm?mentioning

confidence: 99%

The Impact of Social Business Process Management on Policy-making in e-Government

Gong

Janssen

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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Accelerating Collaboration in Task Assignment Using a Socially Enhanced Resource Model

Cited by 12 publications

References 13 publications

Analyzing Performance of a Global Help Desk Team Operation – Country Handoffs, Efficiencies and Costs

Analyzing Performance of a Global Help Desk Team Operation – Country Handoffs, Efficiencies and Costs

Process Mining from the Organizational Perspective

The Impact of Social Business Process Management on Policy-making in e-Government

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