Designing data-driven collaboration in service systems

Yong Peng, Youakim Badr, Frédérique Biennier

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

Firms compete by the skills and knowledge of their employees to deliver a range of customized solutions to meet their clients' needs. Knowledgeable workers thereby play a pivotal role in today's knowledge-based economy. In knowledge-intensive business service (KIBS) firms, service providers exchange explicit knowledge with service customers through various delivery channels. The collaboration between service actors is an ad hoc and human-driven process that does not follow a predefined workflow. Further, exchange data or explicit knowledge are sometimes unstructured and difficult to process with activitybased processes. In this paper, we propose a data-driven collaborative approach integrating business artifacts, collaboration patterns, and business rules to model dynamic and ad hoc collaboration within the service delivery channel. We also present a generic service system framework and provide an ontological representation of service systems to reason about service entities and their characteristics.

Original languageEnglish (US)
Title of host publicationNISS2010 - 4th International Conference on New Trends in Information Science and Service Science
PublisherIEEE Computer Society
Pages47-53
Number of pages7
ISBN (Print)9788988678183
StatePublished - Jan 1 2010

Publication series

NameNISS2010 - 4th International Conference on New Trends in Information Science and Service Science

Fingerprint

Service system
Ad hoc
Explicit knowledge
Employees
Service provider
Knowledge-based economy
Service firms
Service delivery
Knowledge-intensive business services
Customer service
Data exchange
Business rules
Workers

All Science Journal Classification (ASJC) codes

  • Information Systems and Management

Cite this

Peng, Y., Badr, Y., & Biennier, F. (2010). Designing data-driven collaboration in service systems. In NISS2010 - 4th International Conference on New Trends in Information Science and Service Science (pp. 47-53). [5488647] (NISS2010 - 4th International Conference on New Trends in Information Science and Service Science). IEEE Computer Society.
Peng, Yong ; Badr, Youakim ; Biennier, Frédérique. / Designing data-driven collaboration in service systems. NISS2010 - 4th International Conference on New Trends in Information Science and Service Science. IEEE Computer Society, 2010. pp. 47-53 (NISS2010 - 4th International Conference on New Trends in Information Science and Service Science).
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Peng, Y, Badr, Y & Biennier, F 2010, Designing data-driven collaboration in service systems. in NISS2010 - 4th International Conference on New Trends in Information Science and Service Science., 5488647, NISS2010 - 4th International Conference on New Trends in Information Science and Service Science, IEEE Computer Society, pp. 47-53.

Designing data-driven collaboration in service systems. / Peng, Yong; Badr, Youakim; Biennier, Frédérique.

NISS2010 - 4th International Conference on New Trends in Information Science and Service Science. IEEE Computer Society, 2010. p. 47-53 5488647 (NISS2010 - 4th International Conference on New Trends in Information Science and Service Science).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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AB - Firms compete by the skills and knowledge of their employees to deliver a range of customized solutions to meet their clients' needs. Knowledgeable workers thereby play a pivotal role in today's knowledge-based economy. In knowledge-intensive business service (KIBS) firms, service providers exchange explicit knowledge with service customers through various delivery channels. The collaboration between service actors is an ad hoc and human-driven process that does not follow a predefined workflow. Further, exchange data or explicit knowledge are sometimes unstructured and difficult to process with activitybased processes. In this paper, we propose a data-driven collaborative approach integrating business artifacts, collaboration patterns, and business rules to model dynamic and ad hoc collaboration within the service delivery channel. We also present a generic service system framework and provide an ontological representation of service systems to reason about service entities and their characteristics.

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M3 - Conference contribution

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Peng Y, Badr Y, Biennier F. Designing data-driven collaboration in service systems. In NISS2010 - 4th International Conference on New Trends in Information Science and Service Science. IEEE Computer Society. 2010. p. 47-53. 5488647. (NISS2010 - 4th International Conference on New Trends in Information Science and Service Science).