Accelerating collaboration in task assignment using a socially enhanced resource model

Rong Liu, Shivali Agarwal, Renuka R. Sindhgatta, Juhnyoung Lee

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

11 Scopus citations

Abstract

Knowledge-intensive business processes require knowledge workers to collaborate on complex activities. Social network analysis is increasingly being applied in organizations to understand the underlying interaction patterns between teams and foster meaningful collaboration. The social positions of a worker, i.e. the role played in working with others, can be identified through analyzing process logs to assist effective collaboration. In this paper, we present a novel resource model that incorporates the concepts of resource communities and social positions. We demonstrate our resource model through a real industry process - IT incident management process. This socially enhanced resource model is also used to accelerate the collaboration between various work groups by dedicating collaborative units in the task of incident resolution.

Original languageEnglish
Title of host publicationBusiness Process Management - 11th International Conference, BPM 2013, Proceedings
Pages251-258
Number of pages8
DOIs
StatePublished - 2013
Event11th International Conference on Business Process Management, BPM 2013 - Beijing, China
Duration: 26 Aug 201330 Aug 2013

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume8094 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference11th International Conference on Business Process Management, BPM 2013
Country/TerritoryChina
CityBeijing
Period26/08/1330/08/13

Keywords

  • BPM
  • resource model
  • social compute unit
  • social network

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