Doji Samson Lokku

Value distilled: A framework based approach to establish the trace of technology value in the context of engineering management

The view that has been taken in this paper towards technology value is that of a stakeholder perception of value and how this value can be traced and realized and be made to accrue to the stakeholders in an assured manner. Is there a way to trace value of technology, from its origins thru to its realization? Here we present a framework that is based on the concept of x-matrix. Technology is an enabler and the means to realize the outcome of design. The discipline of engineering design derives value from technology, while the projects set the scope and context for management discipline. The project sponsors and the stakeholders are the ones who are supposed to experience value that translates from technology thru the discipline of engineering management. Thus these elements form the critical dimensions of an x-matrix, using which the value trace can be established. Since the topic is about technology value, the discussion in this paper is centered on how engineering and management has been able to harness the technology and transform it into value. The paper talks about how to establish this trace towards realization of technology value so that one can clearly monitor it and assure the outcomes of it.

Customer Experience Management

Customer Experience is a subjective measure of perceptions during a given servicing scenario. These perceptions are measured both with respect to service provider and also the customer. There always exists a gap with respect to expressing the perceptions and understanding the perceptions. Also, the perception can always vary over a period of time. The management aspiration is to minimize these gaps so that the overall customer experience is always positive. Accordingly, measuring perceptions turns critical in order to be able to manage customer experience. The challenges with respect to handling subjective measures and also the ever changing nature of perceptions make the task of managing customer experience vulnerable to several factors. The paper talks about an approach by which customer experience may be managed. It describes the interaction between customer and service provider as a journey with a series of touch points. Each of these touch points results in a certain customer experience, the sum of which will lead to overall customer experience. Accordingly, managing customer experience is, to be able to manage the interaction at each of the touch points.

Morphogenetic constraint-satisfaction based approach for organizational engineering

Organizations are modeled using several approaches namely behavioral-science approach, design-science approach [March and Smith 1995], classification approach [Zachman 1993], etc. Can all these different approaches be consistently reconciled? Can this reconciliation be systemic, based on principles that support analyses of organizations? We present a solution to these questions through a morphogenetic constraint-satisfaction based approach.In our view, the hallmark of this approach is that it systemically unifies the functional, cross-functional and behavioral views of organizations.

Enabling Service Business Models Through Service Processes

With increasing importance of business models in modern businesses and continuous business models innovations, it is becoming important to know whether the current processes support proposed business model or can be modified to support the proposed business model. This aspect of Business model innovation is known as business model implementation and it has received little attention in business model related research. In this paper, we explore the relationship between various business model elements with service processes, so that one can systematically assess process readiness for a business model in the future. Focus of this paper is on implementation of new or modified business model in an existing organization already delivering offerings.

Quality management and software process engineering

Assurance of software quality has been supported by evolving testing practices and technologies surrounding it. Capability Maturity Model Integration (CMMI) on the other hand has prescribed processes and managerial practices for software development as a whole contributing to managerial practices with respect to quality assurance. However these practices do not provide guidance on engineering the software process (including all stages in software life cycle) so that people playing different roles in the process are aware of their contribution to software quality and assuring it through related activities and design. In this book chapter, we present an approach to engineer software process to assure software quality. Before we describe the approach, we present our notion of processes which forms basis for the approach.

Reviewing Service Quality for IT Services Offerings: Observations in the Light of Service Quality Models & Determinants

With the shift in economy from products to services, there emerged an identical need for shift in focus in the literature from product quality to service quality. Unlike products, there are challenges associated with service quality as services are not easily identifiable and measurable. There are quite a few service quality models available in the current literature and subsequently there have been attempts to apply these service quality models in the context of IT. This paper attempts to describe some of these service quality models and captures their relevance and missing elements in the context of IT services. As part of this paper, we briefly touch upon typical IT services offerings, few important service quality models and a brief look at relevant application in the context of IT service offerings. We also outline our observations and need for further work to establish stronger services quality research for IT Services offerings.

Value Matrix: From Value to Quality and Architecture

The value matrix framework is a value-based view of software architecture that helps explain the role of architects with respect to value and qualities and the relationships between them. It is based on the premise that while the architecture of a solution creates the framework for achieving qualities, the ultimate goal of architecture is to deliver value to all stakeholders. Accordingly, the architect has to determine not only the sources of value for each stakeholder, but also the processes by which the offering produces or influences stakeholders’ value. The value matrix framework is based on insights arrived at by asking four questions that need to be answered for the software system to succeed economically: 1. What are the benefits and who are the beneficiaries of the software system? 2. How are these benefits realized, and what are the enablers for achieving these benefits? 3. What is the underlying form of the software system that enables benefits achievement, and how does one comprehend it? 4. How does one realize this benefits-delivering system, and how does one use it to enjoy the benefits? The core ideas behind value matrix are the four different perspectives arrived at by answering these questions; these perspectives are substantiated by the use of appropriate metaphors.

Systemic principles for Organizational Engineering applied to businesses

As Herbert Simon said, the essence of Engineering is the practice of Design. So also, the essence of Organizational Engineering is the practice of Organizational Design. A science underlying Organizational Engineering would have laws that all organizations should obey or satisfy. From such a science, we could cull out principles that could be used to assert the soundness of an organization which could guide the design process in producing feasible solutions. Organizations themselves are designed to exhibit worthwhile properties or characteristics. In this paper we explore principles that assert the soundness of organizations that result from every design cycle. The principles that we are concerned with relate to organizations Function, Responsibility and Evolution.