Paper Info
Title
Business conversation manager: facilitating people interactions in outsourcing service engagements
Abstract
People involved in outsourcing services work through collaboration, conversations and ad-hoc activities and often follow guidelines that are described in best practice frameworks. There are two main issues hindering the efficient support of best practice frameworks in outsourcing services: lack of visibility into how the work is done that prevents repeatability, and conducting best practice processes that are ad-hoc and dynamically defined and refined. In this paper, we present Business Conversation Manager (BCM) that enables and drives business conversations among people around best practice processes. It supports the dynamic definition and refinement of a process in a collaborative and flexible manner. The ad-hoc processes are backed with a semiformal process model that maintains the model of interactions and an execution engine. We present the implementation of a prototype BCM and its application in outsourcing services. It supports making processes from best practices among people more transparent, repeatable and traceable.
Year
DOI
Venue
2010
10.1007/978-3-642-13911-6_32
ICWE
Keywords
Field
DocType
semiformal process model,prototype bcm,best practice process,ad-hoc process,business conversation manager,people interaction,ad-hoc activity,best practice,outsourcing service,outsourcing service engagement,present business conversation manager,drives business conversation,best practice framework,process model,outsourcing services,business process
Artifact-centric business process model,Visibility,World Wide Web,Conversation,Best practice,Computer science,Knowledge management,Outsourcing,Knowledge process outsourcing
Conference
Volume
ISSN
ISBN
6189
0302-9743
3-642-13910-8
Citations 
PageRank 
References 
3
0.40
7
Authors
3
Name
Order
Citations
PageRank
Hamid R. Motahari-Nezhad11277.19
Sven Graupner219524.72
sharad singhal31211150.87