José Marcelo A. P. Cestari

Interoperability Assessment Approaches for Enterprise and Public Administration

The need for collaboration among organizations is a reality with which systems, managers and other stakeholders must deal. But this is not an exclusive concern of private administrations, once the increasing need for information exchange among government agencies, the supply of online services to citizens, and the cost reduction of public operations and transactions demand that the government organizations must be ready to provide an adequate interface to their users. This paper presents basic concepts of Enterprise Interoperability, some assessment models and eGovernment practices, models, definitions and concepts, providing an initial analysis of their basic properties and similarities, verifying some possible gaps that may exist.

An Overview of Attributes Characterization for Interoperability Assessment from the Public Administration Perspective

The government interoperability frameworks GIFs are mainly centered on technical perspective neglecting important actual issues in Public Administration PA as the performance of their services and process as well its strategic, legal and politic positioning. This wide spectrum of organizational knowledge demands specific interoperability assessment IA methods based on a preliminary step of identifying and organizing adequate attributes that allow a wider view on the PA domain regarding interoperability requirements. This paper proposes a knowledge discovering and extraction method from PA and IA literature, presenting a rationality through a conceptual model in order to identify and organize attributes that will be used as input for an IA model. A preliminary set of attributes is presented, as well as a future approach of how to deal with these attributes using AHP Analytic Hierarchy Process in order to evaluate them with experts through a specific structure suited to the IA process itself.

APPLICATION OF PROCESS MINING IN AFTER-SALES ON AN AUTOMOTIVE INDUSTRY

This article aims to accomplish a process mining, using the DISCO software to obtain information, trends and patterns in after-sales data between 2011 and 2016, from a vehicle assembled by an automotive industry. First of all, data structuring techniques are developed to suit the raw data provided by the industry in a most adequate process mining pattern. Then, analysis are carried out aiming to find out similarities on the vehicle behaviour in customer´s hands in two perspectives: An evolution of each problem related by the customers in revision mileage (10.000 km, 20.000 km, etc.) and the type of problem found by dealerships basing on the key words said by the customers when they complain. The results are shown in tables and charts, developed in data analysis software that exemplify the importance of process mining to find out hidden information on the great amount of data generated by a multinational company.

SCENARIO PRIORITIZATION FOR AUTOMOTIVE ASSEMBLY SYSTEM SIMULATION: AN APPROACH BASED ON AHP

Abstract Simulation methods that strive to faithfully depict possible models of the actual reality faced are increasingly used in industries. Designing scenarios, defining plans and strategies, making decisions based on situations presented by models currently are important facilitators enabled by simulations. In contrast, problems with complex models require deeper studies that may result in failure to identify effective solutions using only this tool. One proposal to provide more assertive solutions is the use of simulations linked to decision support methods. Based on criteria of relevance, these methods can perform pairwise comparisons among the alternatives identified in the problem statement. In addition, these work with the execution of multi-criteria analyzes at the same time, helping in decision-making and also in prioritizing needs / actions. The objective of this paper is to demonstrate the applicability of the AHP (Analytic Hierarchy Process) decision making method for the purpose of prioritizing and directing efforts in possible solutions identified for the problem. The case study chosen is in an automotive assembly plant where the rising interaction between Logistics and Assembly workstations results in the need for complex, multi-variable decisions (sizing of packages, number of operators allocated, takt time/line speed, process type definition, ergonomic issues, among others). After defining the priority criteria, a simulation is developed to present the scenario and behaviors indicated by AHP that the production line being studied can apply. The conclusions offer a discussion of the decisions made by deploying the method and of the scenario depicted. This paper presents the formulation of a model for the development of factory layouts, including the effective contributions that can be achieved through the deployment of decision support aids in prioritizing criteria linked to the scenario simulations with positive outcomes on problems of the manufacturing sector.

Performance Measurement Systems for Designing and Managing Interoperability Performance Measures: A Literature Analysis

In a globalized and networked market, organizational interoperability has a major role, defining how companies rethink their organizational processes to assess the collaboration and cooperation level their partner companies exert over their productive processes. Classical approaches on Enterprise Interoperability Assessment (EIA) do not identify (clearly) structural elements regarding the composition of their performance measures. Not all frameworks assess a set of specific measures for their respective models regarding the interoperability perspectives and also the organizational performance. The Performance Measurement Systems (PMS) have reached a higher level and maturity, and the implementation of such recommendations in EIA measurement systems may contribute to a better qualification, foreseeability, and standardization of the measures’ composition. The objective of this paper is propose a PMS-based model, in which a set of recommendations, applied to the EIA, enables the superqualification of these performance measures, contributing to a better relationship with the business layers and maintaining the original structures prescribed in the EIA literature.

Interoperability Frameworks in Public Administration Domain: Focus on Enterprise Assessment

For over a decade, the advent of e-Government increased the need to address its typical scenario’s issues with a significant number of interoperability conceptual frameworks, considering aspects related to social, political and regional factors. However, such frameworks rely mostly on services and technological concerns, despite the existence of works in the literature that identify different perspectives in the Public Administration (PA) and governmental aspects of interoperability. In both approaches, the literature does not have a particular contribution relating PA domains with interoperability frameworks concerning the coherent definition of models, structured interoperability assessment (IA), concerns and barriers. This paper presents a correlation analysis of the existing frameworks, considering the elements related to PA and aspects associated to the observation and assessment of an organizational interoperability. This analysis can be used by decision makers as a tool for knowledge management concerning the prioritization and selection of attributes that best support the interoperability assessment in PA domain.

A Method to Diagnose Public Administration Interoperability Capability Levels Based on Multi-Criteria Decision-Making

Interoperability is a critical factor for public administration-related entities operating in collaborative/cooperative environments. Thus, performing an interoperability diagnosis, with respect to other usual assessment approaches, provides a more adequate and extended view in establishing qualities and gaps, and helping to prioritize actions to increase performance and maturity of a government-related organization. This paper presents a diagnosis method called Public Administration Interoperability Diagnosis Method (PAIDM), using Analytic Hierarchy Process (AHP) as multi-criteria decision-making structure to calculate the capability levels diagnosed. A proposed development framework guides a systematic literature review, followed by a survey of experts and a set of quantitative and qualitative methods related to the extraction and modeling of the knowledge from the public administration domain mapped into theoretical, conceptual, and practical outputs devoted to PAIDM execution. The paper also raises a public administration interoperability capability model used as a reference for the diagnosis and presents general results of two public administration application cases regarding their capability levels.

Interoperability Assessment as Indicator of Innovation Management Effectiveness

Innovation management implies transversal manifestation of a development cycle within the organization, featuring an information flow and the coordination of processes that involve both human resources and heterogeneous systems. The complexity of this cycle leads to the concept of interoperability, which can be considered as the ability to exchange information and use them. Interoperability assessment may help the identification of the main barriers towards innovation management within an organization. This paper proposes an interoperability assessment model for innovation management in a Research & Development company, characterizing a diagnosis process on its potential interoperation. The assessment method is based on the Analytic Hierarchy Process, organizing the knowledge (innovation attributes) in interoperability perspectives and inferring the maturity level of the organization.

Information Technology Service Management Processes for Small and Medium Enterprises A Proposal for an Implementation Sequence

A survey with CIOs of 167 IT companies revealed that 90% of these organizations have one or more ITSM (IT Service Management) processes implemented. Discussions about the importance of ITSM processes are constantly on the agenda but, although the models, libraries, and references such as ISO 20000 and ITIL are worldly adopted, it is important to remind that they usually contain information of “what to do” rather than “how to do” or how to organize an implementation sequence. The challenge is to merge the best practices of these references in an implementable sequence which could be carried out in a shorter period. This paper presents a sequence, derived from a field study and survey of six Brazilian IT service providers, suggesting an order for the implementation of the practices. The proposal sequence presented was chosen as a basis for the service-oriented model of the Brazilian Program for Software Process Improvement (MPS.BR). Keywords— Information Technology Service Management; implementation sequence; process prioritization component.

Achieving maturity (and measuring performance) through model-based process improvement

This paper presents the approach adopted by a software development unit in order to achieve the maturity level 3 of CMMI-DEV and therefore obtaining better performance. Through historical research and secondary data analysis of the organization, the paper intends to answer the following research question: Could the adoption of maturity/best practices models bring better performance results to small and medium organizations? Data and analysis conducted show that, besides the creation of indicator’s based management, there are some quantitative performance improvements in indicators such as: Schedule Deviation Rate, Effort Deviation Rate, Percent Late Delivery, Productivity Deviation and Internal Rework Rate