Issuu on Google+

The ARISTOTELE Project for Governing Human Capital Intangible Assets: A Service Science and Viable Systems Perspective S. Salerno, P. Piciocchi, C. Bassano, P. Ritrovato, G. Santoro

1st International Conference on Human Side of Service Engineering @AHFE2012 21-25 July 2012 San Francisco (USA)

Pierluigi Ritrovato


Talk Outline 

Overview of the ARISTOTELE project 

The ARISTOTELE vision and approach

Service Science Management Engineering + Design (SSME+D) and Viable Systems Approach (VSA)

ARISTOTELE key elements 

ARISTOTELE Models

ARISTOTELE Methodologies

ARISTOTELE tools

Some distinctive features 

Workers’ relevance analysis based on VSA

Competencies and profile based tab suggestions

Competencies and Trust based Team building

Curriculum Vitae analysis

Adaptive learning experience generation

How to facilitate Adoption, Acceptance and Assimilation of the ARISTOTELE platform

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

2


General Information

Scientific Coordinator

Challenging results with clear value for money

High strategic impact thanks to a strong business orientation and commitment    

Proven complementarities and experience

6.4 M€ (4.5M€ funding by the EC) for 3 years 

Best combination for research and exploitation success

8 partners with end-user involvement 

Technical Manager

FP7 EU funded Integrated Project Coordinated by CRMPA with a key-role of MOMA from technical and exploitation point-of-view 

Project Coordinator

Two pilot partners involved in different domains (PHI and AMIS) Starting from an existing solution (Intelligent Web Teacher) Build on top of market leader enterprise & collaborative platform (Microsoft Sharepoint 20120) Presence of a partner with a role of innovator/early adopter (ENG)

Innovative approach to conceive relations among knowledge flows, learning objectives, and creativity within the organization Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

3


ARISTOTELE Partners

Academic

Research

ARISTOTELE

Industrial

Pilot

4


What ARISTOTELE is about In Enterprise contexts, organizational, learning, and social collaboration processes are often managed independently ARISTOTELE aims to coordinate  them through a sort of virtuous  cycle where intangible values  (creativity, competences, and  knowledge) are tracked and  collected in order to:  Be exploited in other  processes  Improve/innovate other  processes

Central to this virtuous cycle are:  The worker  The enabling role of  technologies Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

5


What ARISTOTELE is about (1/2) • Target • large size Knowledge intensive organisation • Support Knowledge Workers (Drucker 1999, Reinhardt et al., 2011) in collaborative knowledge sharing, learning and innovation development • through a bottom-up reconstruction of best practices and processes adopted in every-day activities

• ARISTOTELE Key points: • Enable Learning Organisation and support Organisational Learning • Providing a new way to establish and enhance relations among knowledge flows, organizational and learning objectives, work practices, and creativity within knowledge intensive organizations

Propose a novel methodological and modelling ground, consisting of •

Conceptual Models representing organizational assets in a machineunderstandable way •

formalisation of knowledge using semantic schema and correlation among key assets

Innovative Methodologies operating on conceptual models •

achievement of organizational and performance objectives Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

6


What ARISTOTELE is about (2/2)  Key points of ARISTOTELE (cont.):  Provide a set of “ARISTOTELE business Process Patterns” related to knowledge intensive organisations work practices  Processing (i.e. transforming , updating, …) assets available in the semantic models  Representing the dynamicity of the conceptual models

 Supported by ARISTOTELE methodologies

 Develop an advanced service oriented platform  Human-centric  Models & methodologies driven (in contrast to technology-driven)  Built on top of state-of-the-art technologies (i.e. IWT – Intelligent Web Teacher, Microsoft Sharepoint 2010)

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

7


ARISTOTELE enabling building blocks and research areas (1/2)

 

The top level is the starting point: inputs (organizational objectives and worker needs, preferences, …) “influencing” the key ARISTOTELE processes The middle level embraces the key ARISTOTELE processes centred on collaboration:   

Building of personalized learning experiences Creation of Innovation Factory for collaborative innovation boosting Management and sharing of personal knowledge to be “reused” in different domains and tasks

The bottom level includes features supporting update and reuse of organizational knowledge Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

8


ARISTOTELE enabling building blocks and research areas (2/2)

Modelling using Semantics

 

Innovation InnovationFactory: factory: •Web 2.0 paradigm, collective intelligence •Collective intelligence, •Methodologies and process to exploit collaborative network and to foster the innovation factories Personalized learning: •Methodologies supporting formal/informal collabroative learning •Methodologies to access to learning offers starting from requests in natural language PWLE: •Methodologies to capitalize knowledge elicited through informal and informal activities Knowledge management: Innovation factory: Methodologies and algorithms enabling: •Collective intelligence, •Semi-automatic taxonomy construction •Alignment and mapping of domain ontologies ontology extraction organizational objectives•Semi-automatic and worker needs, of knowledge •Capture and formalisation exchange key ARISTOTELE processes

The top level is the starting point: preferences, … to “influence” the Methodologies for DSS for Human Innovation factory: The middle level embraces the key ARISTOTELE processes: Resource Management  

•Collective intelligence, Building of personalized learning experiences on the basis of the top level inputs Creation of Innovation Factory (for collaborative innovation boosting) leaded by needs arising from personalized learning experiences and customized according to the organizational objectives Management and sharing of personal knowledge to be “reused” in different domains and tasks

The bottom level includes features supporting update and reuse of organizational knowledge

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

9


Linking Strategic and Operational levels  Mapping of ARISTOTELE models, tools and methodologies on the Kaplan & Norton closed loop management system

10


How Fit Everithing Together

11


SSME+D&VSA: a new trans-disciplinary approach Both investigate on complex human systems to ensure a viable quality of services: “ increasingly quality of life depends both on the quality of service we receive from these systems as customers, but also the types of job roles we find in these systems as working professionals” (Spohrer, 2010; Golinelli, 2010)

Service Science view the fit skill requirements in meeting the demands of variable service economy (Spohrer et al., 2009);

Viable Systems Approach the interdependencies and the challenges of socio-economic contexts in which organizations try to survive and to be viable (Golinelli, 2010)

More flexibility in knowledge to be suitable to cooperate and collaborate in service systems as well as to improve subjective and organizational skills and processes for “living in complex changing scenarios”


The ARISTOTELE Project in SSME+D & VSA perspectives (1) the connectivity between consonant and resonant entities (2) value co-creation mechanisms used by entities according to internal and external networks • ARISTOTELE is a complex integrated service oriented architecture • • •

useful to enrich organization environment improving effectiveness and efficiency supporting social collaborative teams Supporting transaction from managerial strong specialization of professional profile – I-Shaped professional – to managerial multidisciplinary variety knowledge, based on consonant subjective specialization of new professional profile – T-Shaped professional

13


ARISTOTELE Models 

Knowledge Model (KM)  provides constructs for the representation of enterprise knowledge entities, enterprise domain vocabulary, educational vocabulary

Competence Model (CM)  provides constructs for the representation of competences and their relations to other concepts such as context, activities, and objectives

Worker Model (WM)  provides constructs for the representation of worker including social, learning, working and personal goals

Learning Experience Model (LEM)  provides constructs for the learning experience needed to achieve a new competence or fill a competence gap.

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

14


How ARISTOTELE uses semantic schemas

15


Role of the Models: Integrated Schemas

16


The Knowledge Model

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

17


Competence Model

18


Worker Model

19


Learning Experience Generation Model

20


A Knowledge model instance example

21


The Tools  Knowledge Management (KM) Tool, exploiting methodologies and techniques supporting organizational knowledge building and maintenance (matching, merging) in a semi-automatic way using knowledge extraction techniques as well.  Human Resource Management (HRM) Tool, exploiting methodologies and techniques supporting competence gap analysis, team and group formation, relevance analysis, internal resources competence development, and recruitment.  Social Collaboration and Networking (CN) Tool, aiming at supporting the innovation process within the organization.  Learning Experience Generation (LEG) Tool, exploiting methodologies and techniques to recommend suitable contents and didactic approaches to the workers, to generate, adapt and manage personalized learning experiences tailored to the organizational objectives.  Personal Working and Learning Environment (PWLE) tool, acting as a methodological and technological integrator for all the other tools. SOA-KME Workshop @ CISIS 2012 Palermo 4th-6th, 2012

22


Resources’ Relevance Analysis based on VSA Framework (1/2)  Objective: to provide a systemic way to map relevant human resources and support HRM informed decisions  Relevance is the combination of Criticality and Influence  In VSA, relevance can then be interpreted as the ability of an outside system (e.g. an human resource) to condition the survival prospects of a viable system (e.g. the organisation) Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

23


Resources’ Relevance Analysis based on VSA Framework (2/2)  The approach:  Qualification and quantification of Criticality and Influence  Clustering of the human resources  Definition of possible strategies

24


Available tools

25


Available tools

26


Towards Adoption, Acceptance and Assimilation of the ARISTOTELE Platform  Adoption: (the decision of an organisation or any individual to make use of an innovation. Rogers 1995)

 Software Architecture based on accepted SOA framework for Information Management Systems design (MIKE 2.0 - Method for an Integrated Knowledge Environment)  Definition of Business Process Patterns and description of how ARISTOTELE impact on their activities  Definition of Startp processes for automatic population of models

 Acceptance (the demonstrable willingness within a user group to employ information technology for the tasks it is designed to support. Dillon and Morris 1996)

 Analysis of well known Frameworks and best practices in the 5 ARISTOTELE areas (i.e. L&T and HRM People Capability Maturity Model - Curtis et al., 2009)  Leverage on market leader product for Enterprise collaboration

 Assimilation: (the extent to which the use of a technology diffuses across organisational work processes and becomes routinized in the activities associated with those processes Chatterjee, Grewal & Sambamurthy 2002)

 analysis of common work-practices and empirical validation  Use of Open standards and Open Liked data approach Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

27


ARISTOTELE references Visit our web site to learn more on how to support knowledge workers in knowledge sharing, social collaboration, learning and innovation with an integrated platform Stay tuned!  Web site: http://www-aristotele-eu.org  Follow us on twitter: (@Aristotele_ip) URL: http://twitter.com/#!/Aristotele_ip  LinkedIn: ID Group - ARISTOTELE  Facebook: ARISTOTELE Project

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco

28


Backup

29


What is a Service System? What is Service Science? …customers just name <your favorite provider>

…researchers just name <your favorite discipline>

Design/ Cognitive Science “service science is the interdisciplinary study of service systems & value-cocreation” Marketing

Systems Engineering

“a service system is a human-made system to improve customer-provider interactions, or value-cocreation between stakeholders”

Computer Science/ Artificial Intelligence

Economics & Law

Source: IBM Univesity Programs

Operations 30


Service Science (Spohrer & Maglio)

 Service system entities dynamically configure (transform) four types of resources

Nation State/Province City/Region

Educational Institution

Healthcare Institution

Family (household)

Person (professional)

 Service system entities calculate value from multiple stakeholder perspectives

Other Enterprises (job roles)

 Service system entities reconfigure access rights to resources by mutually agreed to value propositions

31


Premises of service science: What service systems do

Rights 1. People

2. Technology

3. Organizations

4.. Shared Information

Physical

Not-Physical

No-Rights

Stakeholder Perspective

Measure Impacted

Pricing

Questions

Reasoning

1.Customer

Quality

Value Based

Should we?

Model of customer: Do customers want it?

2.Provider

Productivity

Cost Plus

Can we?

Model of self: Does it play to our strengths?

3.Authority

Compliance

Regulate d

May we?

Model of authority: Is it legal?

4.Competito r

Sustainable Innovation

Strategic

Will we?

Model of competitor: Does it put us ahead?

S

P

C

A

Service system entities dynamically configure (transform) four types of resources Service system entities calculate value from multiple stakeholder perspectives Service system entities reconfigure access rights to resources by mutually agreed to value propositions

Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken, NJ..

32


Resourcesâ&#x20AC;&#x2122; Relevance Analysis based on VSA Framework (2/4)

Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco


Resources’ Relevance Analysis based on VSA Framework (4/4) 

Items that characterize the “Criticality” and “Influence” (our elaboration from Barile, Nigro, Trunfio, 2006)  the easier one measurable with ARISTOTELE Criticality  Degree of core competences of a worker(e.g. ratio between # of core competences of the worker / total # of organisation core competences)  Degree of substitutability (e.g. ratio between # of similar workers / total # of organisation workers )  Degree of usefulness or innovation of the worker delivery  Ability to increase the # of relationships  …

Influence  Rising Star (e.g. function of the # of promotions and/or rewards of the worker in a time period)  # of colleague following ideas or proposals (e.g. # of answers to a blog discussion of a worker)  Capability to capture interesting information (e.g. # of external documents found by the worker and adopted by the colleague) ��� … Pierluigi Ritrovato @HSSE 25 July 2012 San Francisco


The ARISTOTELE Project for Governing Human Capital Intangible Assets