TY - CHAP
T1 - Service delivery resource management using a socially enhanced resource model
AU - Liu, Rong
AU - Agarwal, Shivali
AU - Sindhgatta, Renuka R.
AU - Lee, Juhnyoung
N1 - Publisher Copyright:
© 2015, IGI Global. All rights reserved.
PY - 2015/8/12
Y1 - 2015/8/12
N2 - Executing knowledge-intensive business processes often requires knowledge workers to collaborate effectively on complex activities. Social network analysis is increasingly being applied to understand the underlying interaction patterns between teams and foster meaningful collaboration. The social positions of workers in such networks can be identified and used to assist effective collaboration. Resource synergies are another important factor considered during team formulation. In this chapter, we present a novel resource model that incorporates the concept of communities, social positions, and resource synergies together. We demonstrate our model and approach through real industry processes - IT incident management and software development projects. This resource model can be used to accelerate the collaboration between work groups by dedicating a collaborative unit to each incoming incident during incident resolution. For software development projects, this extended resource model can be used to formulate a synergetic team to handle tasks with a complex dependency structure.
AB - Executing knowledge-intensive business processes often requires knowledge workers to collaborate effectively on complex activities. Social network analysis is increasingly being applied to understand the underlying interaction patterns between teams and foster meaningful collaboration. The social positions of workers in such networks can be identified and used to assist effective collaboration. Resource synergies are another important factor considered during team formulation. In this chapter, we present a novel resource model that incorporates the concept of communities, social positions, and resource synergies together. We demonstrate our model and approach through real industry processes - IT incident management and software development projects. This resource model can be used to accelerate the collaboration between work groups by dedicating a collaborative unit to each incoming incident during incident resolution. For software development projects, this extended resource model can be used to formulate a synergetic team to handle tasks with a complex dependency structure.
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U2 - 10.4018/978-1-4666-8496-6.ch006
DO - 10.4018/978-1-4666-8496-6.ch006
M3 - Chapter
AN - SCOPUS:84957061717
SN - 1466684968
SN - 9781466684966
SP - 148
EP - 177
BT - Maximizing Management Performance and Quality with Service Analytics
ER -