Accelerating collaboration in task assignment using a socially enhanced resource model

Authors:
Rong Liu;Shivali Agarwal;Renuka R. Sindhgatta;Juhnyoung Lee
Affiliations:
IBM T.J. Watson Research Center, New York;IBM Research --- India, Bangalore, India;IBM Research --- India, Bangalore, India;IBM T.J. Watson Research Center, New York
Venue:
BPM'13 Proceedings of the 11th international conference on Business Process Management
Year:
2013

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Abstract

Knowledge-intensive business processes require knowledge workers to collaborate on complex activities. Social network analysis is increasingly being applied in organizations to understand the underlying interaction patterns between teams and foster meaningful collaboration. The social positions of a worker, i.e. the role played in working with others, can be identified through analyzing process logs to assist effective collaboration. In this paper, we present a novel resource model that incorporates the concepts of resource communities and social positions. We demonstrate our resource model through a real industry process - IT incident management process. This socially enhanced resource model is also used to accelerate the collaboration between various work groups by dedicating collaborative units in the task of incident resolution.