dc.creator | Estrada Torres, Bedilia | es |
dc.creator | Piccoli Richetti, Pedro Henrique | es |
dc.creator | Río Ortega, Adela del | es |
dc.creator | Araujo Baiao, Fernanda | es |
dc.creator | Resinas Arias de Reyna, Manuel | es |
dc.creator | Santoro, Flavia María | es |
dc.creator | Ruiz Cortés, Antonio | es |
dc.date.accessioned | 2021-02-26T12:22:13Z | |
dc.date.available | 2021-02-26T12:22:13Z | |
dc.date.issued | 2019 | |
dc.identifier.citation | Estrada Torres, B., Piccoli Richetti, P.H., Río Ortega, A.d., Araujo Baiao, F., Resinas Arias de Reyna, M., Santoro, F.M. y Ruiz Cortés, A. (2019). Measuring Performance in Knowledge Intensive Processes. ACM Transactions on Internet Technology, 19 (1) | |
dc.identifier.issn | 1533-5399 | es |
dc.identifier.uri | https://hdl.handle.net/11441/105513 | |
dc.description.abstract | Knowledge-Intensive Processes (KIPs) are processes whose execution is heavily dependent on knowledge
workers performing various interconnected knowledge-intensive decision-making tasks. Among other characteristics,
KIPs are usually non-repeatable, collaboration-oriented, unpredictable and, in many cases, driven
by implicit knowledge, derived from the capabilities and previous experiences of participants. Despite the
growing body of research focused on understanding KIPs and on proposing systems to support these KIPs, the
research question on how to define performance measures thereon remains open. In this paper, we address this
issue with a proposal to enable the performance management of KIPs. Our approach comprises an ontology
that allows us to define process performance indicators (PPIs) in the context of KIPs, and a methodology
that builds on the ontology and the concepts of lead and lag indicators to provide process participants with
actionable guidelines that help them conduct the KIP in a way that fulfills a set of performance goals. Both the
ontology and the methodology have been applied to a case study of a real organization in Brazil to manage
the performance of an Incident Troubleshooting Process within an ICT (Information and Communications
Technology) Outsourcing Company. | es |
dc.description.sponsorship | European Union's Horizon 2020 No 645751 (RISE_BPM) | es |
dc.description.sponsorship | Junta de Andalucía P12-TIC-1867 (COPAS) | es |
dc.description.sponsorship | Ministerio de Economía y Competitividad TIN2015-70560-R (BELI) | es |
dc.format | application/pdf | es |
dc.format.extent | 31 | es |
dc.language.iso | eng | es |
dc.publisher | ACM Digital Library | es |
dc.relation.ispartof | ACM Transactions on Internet Technology, 19 (1) | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Process performance indicators | es |
dc.subject | Knowledge-intensive processes | es |
dc.subject | Performance measure | es |
dc.title | Measuring Performance in Knowledge Intensive Processes | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/submittedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Lenguajes y Sistemas Informáticos | es |
dc.relation.projectID | No 645751 (RISE_BPM) | es |
dc.relation.projectID | P12-TIC-1867 (COPAS) | es |
dc.relation.projectID | TIN2015-70560-R (BELI) | es |
dc.relation.publisherversion | https://dl.acm.org/doi/10.1145/3289180 | es |
dc.identifier.doi | 10.1145/3289180 | es |
dc.contributor.group | Universidad de Sevilla. TIC205: Ingeniería del Software Aplicada | es |
dc.journaltitle | ACM Transactions on Internet Technology | es |
dc.publication.volumen | 19 | es |
dc.publication.issue | 1 | es |
dc.identifier.sisius | 21706300 | es |
dc.contributor.funder | European Union (UE) | es |
dc.contributor.funder | Junta de Andalucía | es |
dc.contributor.funder | Ministerio de Economía y Competitividad (MINECO). España | es |