1. Information & Knowledge
Management
Real-Time Information & Knowledge Management
Marielba Zacarias
Prof. Auxiliar DEEI
FCT I, Gab 2.69, Ext. 7749
mzacaria@ualg.pt
http://w3.ualg.pt/~mzacaria
3. The need for
“real-time” cycles
Complex, dynamic, uncertain world
WWW, bandwith
Nothing new for industrial processes
...but for services
4. “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?
5. RTE Activities
Data capture
automatic (RFID) & manual (data entry)
high data volume
filtering/selection, storage
Data Monitorization
Early detection of anomalous data
Which data should be monitorized?
6. RTE Activities
Data 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
12. RTE Activities
Feedback and continuous improvement
Iterative processes
Gradual Improvement
Performance metrics about
data
processes
technology
people
13. RTE Activity Cycle
data capture &
monitorization
data analysis &
visualization
interpretation
& action
feedback &
continuous
improvement
20. 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
22. 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
23. 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
24. Pull model
Overall Business Performance
Strategy as the driving force in selecting
and adapting processes, activities and IT
Careful IT selection
26. 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
37. Extending RTE to
qualitative information
Action
Capture
Context
Visualization
Context
Integration
Context
Analysis
Context
Discovery
Bootstrapping
Contexts
Actions
Tasks-Resources
38. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Action Capture
nº Date foll. Subject
Action
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
39. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discovery
nº 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
40. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discovery
nº 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
41. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = travel arrangements
43. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = travel arrangements
Prof. Smith Payment Context Support to POSI management Context
Alice Alice's boss
payment, 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
12
13
14
context switches
44. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
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 Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = travel arrangements
Prof. Smith Payment Context Support to POSI management Context
Alice Alice's boss
payment, 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
12
13
14
context switches
45. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
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 Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = 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 boss
payment, 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
12
13
14
context switches
46. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
POSI budget ellaboration
a3/
lxx
POSI budget training and supervision
POSI meetings
PM courses
calls for boss
Prof. Smith
a1/
pSxx
Context Integration
47. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
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
Check
Requirements
Alice's Strategy: payments
ok? Order
Payment
Inform
Payment
Request
Requirement
Inform about
Requirements
no
yes
Acknowledge
reception
Professor
Receive
request
Request
Payment
Send
Requirements
Receive
Payment
Acceptance
Receive
Request Ack.
april, 2004
tools (excel)
48. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
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
Check
Requirements
Alice's Strategy: payments
ok? Order
Payment
Inform
Payment
Request
Requirement
Inform about
Requirements
no
yes
Acknowledge
reception
Professor
Receive
request
Request
Payment
Send
Requirements
Receive
Payment
Acceptance
Receive
Request 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
reports
student
invoices
candidate
students
budgetinginformation
budgeting
information
coordination
decisions
course proposalsBoss
professors'
performance
49. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
a1/
abxx
a8/
lxx
a6/
lyy
a9/
jmxx
a2/
abyy
a7/
mxx
Alice
Luisa
Prof. JM
Prof. M
Boss
a10/
myy
prof. Smith payment
POSI document handling
POSI candidate students
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
Check
Requirements
Alice's Strategy: payments
ok? Order
Payment
Inform
Payment
Request
Requirement
Inform about
Requirements
no
yes
Acknowledge
reception
Professor
Receive
request
Request
Payment
Send
Requirements
Receive
Payment
Acceptance
Receive
Request 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
reports
student
invoices
candidate
students
budgetinginformation
budgeting
information
coordination
decisions
course proposalsBoss
professors'
performance
50. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Work Practices
0
12.5
25.0
37.5
50.0
JoãoCardoso
MariaAlvega
PedroCabrita
SandraPereira
SusanaGomes
SusanaPauleta
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 Cardoso
Maria Alvega
Pedro Cabrita
Sandra Pereira
Susana Gomes
Susana Pauleta
employ
to--do
list
personal
activation
rules
person
inter-personal
rules
action
Pattern
action
types
human
resources
event
personal
rules
update
trigger
time point
happensAt
flowOf
tools
dyad
information
items
shared
activation
rules
interaction
Pattern
communicative
action types
shared
commitments
interactions
(de)Activate
use
use
use/produce
update
update
trigger
IS-A
choose
choose
employ
employedIn
memberOf
perform
governedBy
hasNested
flowOf
hasType
communicative
actions
hasTwo
dueAt
obligation
createdBy
IS-A
relatedTo
constrain
or change
activate
has
participateIn
employedIn
governedBy
resource
task
outputOf
RelatedTo
RelatedTo
inputOf
actions
IS-A
groupingOf
inter-personal
context
Personal
context
IS-A
dueAt
share
nº of actions vs contexts
resource usage
personalized action patterns