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Information & Knowledge Management
Real-Time Information & Knowledge Management
Marielba ZacariasProf. Auxiliar DEEI
FCT I, Gab 2.69, Ext. 7749mzacaria@ualg.pt
http://w3.ualg.pt/~mzacaria
Summary
Real-time processes
Information Management
Knowledge Management
Enterprise Dashboards
Real-time management of qualitative information
The need for “real-time” cycles
Complex, dynamic, uncertain world
WWW, bandwith
Nothing new for industrial processes
...but for services
“Real-time”Real-time Enterprise (RTE)
information about the right processes for the right people at the right time and price
real-time is not necessarily instantaneous
entails answering
critical information?
latency requirements?
ROI?
RTE ActivitiesData capture
automatic (RFID) & manual (data entry)
high data volume
filtering/selection, storage
Data Monitorization
Early detection of anomalous data
Which data should be monitorized?
RTE ActivitiesData analysis
Analytical methods and techiques
Data visualization
dashboards
facilitate metric measurement and management through a unique interface
friendly and consolidated views show, performance indicators
graphic, typically web-based
visualization + effective than reports
Some definitionsMeasurement
Body temperature
Car temperature
Metric
Cold/Hot
Indicator
If temp > 38.5 give medicine
If temp > ? stop car, pour water in radiator
Dashboards
Dashboards
Dashboards
RTE Activities
Interpretation and Action
interpretation in a given context
prioritization
appropriate and timely action
RTE ActivitiesFeedback and continuous improvement
Iterative processes
Gradual Improvement
Performance metrics about
data
processes
technology
people
RTE Activity Cycle
data capture & monitorization
data analysis & visualization
interpretation & action
feedback & continuous
improvement
RTE OTISpresident
regionalo!ces
zonedirectors
districto!ces
field o!ces
president
regionalo!ces
zonedirectors
districto!ces
field o!ces
OTISLINE
Information Flows
before
after
Real-Time Knowledge Management
Immediate access and sharing of up-to-date operational information
Concurrent interaction among actors
Immediate action when needed
Action-Learning OODA Cycle
Observation
Anomalous situations, changes
Orientation
Threat & Opportunity Interpretation
Decision (decide answer)
Action (execute answer)
OODA Cycle
digital dashboardsbusiness intelligence
human interventionknowledge sharing
scheduled & organized meetings
Western-DigitalSupply Chain
billsdevolutions
backloginventory
POSdeliveries
client/channel
materialsproductsbacklog
efficiency
Real time?(push model)
Push Model
Reactive & corrective feedback loops
Organization logic and information presentation pre-defined, pre-configured and pre-programmed
Hinders multiple interpretation or answers over the the same information base
Real time?(pull model)
Real-time Knowledge Management!1
Deals with critical adaptation, survival and competency issues with organizations facing radical & discontinuous environmental changes
Involves processes that combine IT & creative and innovative information processing of human actors
Push model
Knowledge Management = Information Management
Focus on IT + repositories
right information at the right time and place
Focus on
Good practices, training and learning,
Change culture, collaboration & virtual organizations
automatization, redesign & process improvement
Pull model
Overall Business Performance
Strategy as the driving force in selecting and adapting processes, activities and IT
Careful IT selection
Enterprise Architectures
Valuable...if properly used
Real-time in numbers
Airline Operations: from 20 min to 30 sec
Commercial transaction analysis: 30 min to 5 sec
Supply Chain updating: 1 day to 15 min
Telephone activation: 3 days to 1 hour
Finance Monitorization: 1 day to 5 min
Document transfers: 3 days to 45 sec
PCs on-demand: 6 weeks to 1 day
Various Tools
Artificial Intelligence
Business Intelligence
Data Mining
Text Mining
Expert Systems
Neural Networks
Genetic Algorithms
Business Intelligence
Data Mining
Clustering
Classification
Association
diaper + beers + football games
Sequence analysis
Recurrent sequences
Classification
Text Mining
Expert Systems
Neural networks
Genetic Algorithms
Tools in research
Extending RTE to qualitative information
ActionCapture
Context Visualization
Context Integration
ContextAnalysis
ContextDiscovery
Bootstrapping
Contexts
Actions
Tasks-Resources
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Action Capture
nº Date foll. SubjectAction Type Receiver
Nested Action Main resource-related items
..supporting Resources (tools, people, information items)
... ... ... ... ... ... ... ... ...20 1-Apr 0 Prof. Smith request Alice pay course X e-mail
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sente-mail
24 1-Apr 23 Prof. Smith request Alice pay without payment requirements e-mail
25 1-Apr 24 Prof. Smith inform Alice reason for not sending requirements
26 1-Apr 25 Prof. Smith inform Alice promise requirements for date D e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
29 2-Apr 28 Alice's boss analyze payment request and reason given
30 2-Apr 29 Alice's boss suggest Alice accept payment request of Prof. Smith telefone
31 2-Apr 30 28 inform Alice prof. Smith is a good professor telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail
Object Description| Action
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discoverynº Date foll. Subject
Action Type Receiver
Nested Action Main resource-related items
..supporting Resources (tools, people, information items)
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sent e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail
8 1-Apr 7 Alice verify last POSI meeting minute word, POSI minute file
9 1-Apr 8 Alice inform Miguel last POSI meeting is OK e-mail
17 1-Apr Alice order Luisa pay March-April IT support e-mail, March-April invoices
19 1-Apr 0 Alice send TR software CDs for installation snail mail, CDs
2 1-Apr 1 Alice request Luisa search travels folder
4 1-Apr 3 Alice request Luisa register invoice data in travels file
5 1-Apr 4 Alice request Luisa compare invoice value with budgeted value excel, travels budget file
6 1-Apr 5 Alice request Luisa register invoice data in travels file excel, travels folder, travels file
13 1-Apr 12 Alice print PM course proposal file word, PM course proposal file
14 1-Apr 13 Alice store PM course proposal in short courses folderword, course folder
11 1-Apr 1 Alice schedule when to provide information about POSI to bankoutlook
Object Description| Action
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discoverynº Date foll. Subject
Action Type Receiver
Nested Action Main resource-related items
..supporting Resources (tools, people, information items)
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sent e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail
8 1-Apr 7 Alice verify last POSI meeting minute word, POSI minute file
9 1-Apr 8 Alice inform Miguel last POSI meeting is OK e-mail
17 1-Apr Alice order Luisa pay March-April IT support e-mail, March-April invoices
19 1-Apr 0 Alice send TR software CDs for installation snail mail, CDs
2 1-Apr 1 Alice request Luisa search travels folder
4 1-Apr 3 Alice request Luisa register invoice data in travels file
5 1-Apr 4 Alice request Luisa compare invoice value with budgeted value excel, travels budget file
6 1-Apr 5 Alice request Luisa register invoice data in travels file excel, travels folder, travels file
13 1-Apr 12 Alice print PM course proposal file word, PM course proposal file
14 1-Apr 13 Alice store PM course proposal in short courses folderword, course folder
11 1-Apr 1 Alice schedule when to provide information about POSI to bankoutlook
Object Description| Action
context name
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysisa1 = prof. Smith paymenta2 = contacts & callsa3 = course budgeta4 = student scholarshipa5 = travel arrangements
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysisa1 = prof. Smith paymenta2 = contacts & callsa3 = course budgeta4 = student scholarshipa5 = travel arrangements
a5
a2a3
a6
a4
a10
a9
a8
1,3
2
4
5
6 7,9
8
10
11
1213
14
context switches
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysisa1 = prof. Smith paymenta2 = contacts & callsa3 = course budgeta4 = student scholarshipa5 = travel arrangements
Prof. Smith Payment Context Support to POSI management Context
Alice Alice's bosspayment, payment requirements
request-accept inform-acknowledge
recurrent information items & interactions
a5
a2a3
a6
a4
a10
a9
a8
1,3
2
4
5
6 7,9
8
10
11
1213
14
context switches
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
context-based networks
Context Analysisa1 = prof. Smith paymenta2 = contacts & callsa3 = course budgeta4 = student scholarshipa5 = travel arrangements
Prof. Smith Payment Context Support to POSI management Context
Alice Alice's bosspayment, payment requirements
request-accept inform-acknowledge
recurrent information items & interactions
a5
a2a3
a6
a4
a10
a9
a8
1,3
2
4
5
6 7,9
8
10
11
1213
14
context switches
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
context-based networks
Context Analysisa1 = prof. Smith paymenta2 = contacts & callsa3 = course budgeta4 = student scholarshipa5 = travel arrangements
(1) request payment(2) check payment requirements(3) accept payment
recurrent action sequences
Prof. Smith Payment Context Support to POSI management Context
Alice Alice's bosspayment, payment requirements
request-accept inform-acknowledge
recurrent information items & interactions
a5
a2a3
a6
a4
a10
a9
a8
1,3
2
4
5
6 7,9
8
10
11
1213
14
context switches
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
Context Integration
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
Context Integration
recurrent action sequences:(1) request payment(2) check payment requirements(3) accept payment
CheckRequirements
Alice's Strategy: payments
ok? OrderPayment
InformPayment
Request Requirement
Inform about Requirements
no
yesAcknowledge
reception
Professor
Receive request
RequestPayment
SendRequirements
ReceivePayment
Acceptance
ReceiveRequest Ack.
april, 2004
tools (excel)
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
Context Integration
recurrent action sequences:(1) request payment(2) check payment requirements(3) accept payment
CheckRequirements
Alice's Strategy: payments
ok? OrderPayment
InformPayment
Request Requirement
Inform about Requirements
no
yesAcknowledge
reception
Professor
Receive request
RequestPayment
SendRequirements
ReceivePayment
Acceptance
ReceiveRequest Ack.
april, 2004
tools (excel)
Resource Network
course grades and report
recurrent resource-related items payment requirements
resources
times = 6
Alice
Luisa
Prof. JMProf. M
Prof. Smith
course grades and reportsst
udent
invo
ices
candidate
students
budgetinginformation
budgeting
information
coordination decisions
course proposalsBoss
professors' performance
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JMProf. M
Boss
a10/
myy
prof. Smith paymentPOSI document handling
POSI candidate stu
dents
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
Context Integration
tasks:(1) pay professors(2) manage relationship with professors
recurrent action sequences:(1) request payment(2) check payment requirements(3) accept payment
CheckRequirements
Alice's Strategy: payments
ok? OrderPayment
InformPayment
Request Requirement
Inform about Requirements
no
yesAcknowledge
reception
Professor
Receive request
RequestPayment
SendRequirements
ReceivePayment
Acceptance
ReceiveRequest Ack.
april, 2004
tools (excel)
Resource Network
course grades and report
recurrent resource-related items payment requirements
resources
times = 6
Alice
Luisa
Prof. JMProf. M
Prof. Smith
course grades and reportsst
udent
invo
ices
candidate
students
budgetinginformation
budgeting
information
coordination decisions
course proposalsBoss
professors' performance
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Work Practices
0
12.5
25.0
37.5
50.0
João
Car
doso
Mar
ia A
lveg
a
Pedro
Cab
rita
Sandra
Per
eira
Susa
na
Gom
es
Susa
na
Pau
leta
Telefone Email Email (printed) Fax Fax (printed)
Provisioning
Product Codes
Catalog Product Queries
Supplier Contacts
Containers
New Orders
Order Status
Damaged Supplies
Incomplete Supplies
Order Sales
Pending Orders
Substitute Products
Supplier Price Proposals
Publicity
Client Claims
Others
0
62.5
125.0
187.5
250.0
Joao CardosoMaria AlvegaPedro CabritaSandra PereiraSusana GomesSusana Pauleta
employ
to--dolist
personalactivation
rules
person
inter-personal rules
actionPattern
actiontypes
humanresources
event
personalrules
update
trigger
time point
happensAt
flowOf
tools
dyad
informationitems
sharedactivation
rules
interactionPattern
communicative action types
sharedcommitments
interactions
(de)Activate
use
useuse/produce
update
update
trigger
IS-A
choose
chooseemploy
employedIn
memberOf
perform
governedBy
hasNested
flowOf
hasType
communicativeactions
hasTwo
dueAt
obligation
createdBy
IS-A
relatedTo
constrain
or change
activatehas
participateIn
employedIn
governedBy
resource
task
outputOf
RelatedTo
RelatedTo
inputOf
actionsIS-A
groupingOf
inter-personalcontext
Personalcontext
IS-A
dueAt
share
nº of actions vs contexts
resource usage
personalized action patterns
Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Human Multitaskingswitches
19 m1
18 m011
17 m1
16 m3
15 m1 m8
14 m3 m81 m81
13 m1 m5 m5 m3 m9
12 m4 m3 m51 m1 m81
11 m1 m6 m5 m6 m81 m8
10 m3 m5 m1 m5 m51 m1 m81 m3 m81
9 m4 m3 m3 m1 m3 m81 m6 m011 m8 m9 m8 m9
8 m1 m5 m5 m3 m51 m5 m81 m2 m5 m81 m1 m5 m10
7 m011 m012 m6 m1 m8 m8 m8 m1 m81 m81 m9 m8 m9 m8
6 m3 m4 m3 m3 m81 m2 m8 m81 m81 m3 m6 m10 m8 m1 m8 m5
5 m1 m5 m6 m1 m51 m81 m81 m3 m81 m011 m10 m81 m81 m81 m9 m8
4 m2 m4 m3 m3 m8 m3 m8 m81 m81 m8 m2 m8 m5 m8 m8 m81
3 m3 m5 m6 m1 m1 m81 m81 m3 m81 m3 m10 m81 m9 m1 m9 m8
2 m2 m1 m3 m3 m8 m1 m3 m8 m1 m8 m6 m1 m81 m10 m8 m81
1 m1 m3 m2 m1 m7 m3 m81 m81 m81 m81 m10 m10 m9 m9 m9 m9
6 7 9 10 14 15 16 17 20 21 22 23 27 28 29 30
DAYS
m1
m3m5
day 10
4
41
cgd team inform test results
m1 = project managementm3 = integration testsm5 = document association functions Activation Rules
Subject Nº Event Time Activate (Action To-do)Mariana 2 antónio (-) request ellaborate report m1 ellaborate report
3 Every week weekly (6,10,15,23, 28) m1 propose team meeting
7 cg team(-) inform or request m3 perform test
if <conditions> then <updates>
(de)activate
employ
to-dolist
personalactivation
rules
person
inter-personal rules
actionpatterns
employedIn
actiontypes
humanresources
events
personalrules
update
trigger
time point
happensAt
flowOf
tools
dyad
informationitems
sharedactivation
rules
resource
taskinputOf
outputOf
interactionpatterns
communicative action types
sharedcommitments
interactions
(de)Activate
use
useuse/produce
update
update
trigger
IS-A
choose
chooseemploy
employedIn
memberOf
perform
RelatedTo
governedBy
governedBy
IS-A
flowOf
hasType
communicativeactions
hasTwo
dueAt
ObligationOf
IS-A
relatedTo
constrain
or change
has
groupingOf
RelatedTo
participateIn
actionsIS-A
inter-personalcontext
PersonalcontexthasNested
dueAt
share
personal contexts
Action Capture
Context Discovery
Context Visualization
keywords (team meetings)
context statistics
online messaging
carla's contexts
Context Analysis(dashboards)
Context Analysis
Context Analysis(dashboards)
Context Analysis
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