A Service Science and Viable Systems Perspective. ARISTOTELE presentation at the 1st International Conference on Human Side of Service Engineering, July 2012 San Francisco (USA)

1. The ARISTOTELE Project for
Governing Human Capital
Intangible Assets: A Service
Science and Viable Systems
Perspective
1st International Conference on
Human Side of Service Engineering
@AHFE2012 21-25 July 2012
San Francisco (USA)
Pierluigi Ritrovato
S. Salerno, P. Piciocchi, C. Bassano,
P. Ritrovato, G. Santoro

2.  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
Talk Outline
2Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

3.  FP7 EU funded Integrated Project Coordinated by CRMPA with a key-role of
MOMA from technical and exploitation point-of-view
 Best combination for research and exploitation success
 8 partners with end-user involvement
 Proven complementarities and experience
 6.4 M€ (4.5M€ funding by the EC) for 3 years
 Challenging results with clear value for money
 High strategic impact thanks to a strong business orientation and commitment
 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
General Information
3
Scientific
Coordinator
Project
Coordinator
Technical
Manager
Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

4. ARISTOTELE Partners
ARISTOTELE
Academic
Industrial
Pilot
Research
4

5. In Enterprise contexts, organizational, learning, and social
collaboration processes are often managed independently
What ARISTOTELE is about
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
5Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

6. • 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 machine-
understandable way
• formalisation of knowledge using semantic schema and correlation among key
assets
• Innovative Methodologies operating on conceptual models
• achievement of organizational and performance objectives
What ARISTOTELE is about (1/2)
6Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

7.  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)
What ARISTOTELE is about (2/2)
7Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

8.  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
ARISTOTELE enabling building blocks
and research areas (1/2)
8Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

9.  The top level is the starting point: organizational objectives and worker needs,
preferences, … to “influence” the key ARISTOTELE processes
 The middle level embraces the key ARISTOTELE processes:
 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
ARISTOTELE enabling building blocks and research
areas (2/2)
Modelling using Semantics
Innovation factory:
•Collective intelligence,
Innovation Factory:
•Web 2.0 paradigm, 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
Innovation factory:
•Collective intelligence,
Knowledge management:
Methodologies and algorithms enabling:
•Semi-automatic taxonomy construction
•Alignment and mapping of domain ontologies
•Semi-automatic ontology extraction
•Capture and formalisation of knowledge
exchange
Innovation factory:
•Collective intelligence,
Methodologies for DSS for Human
Resource Management
9Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

10. Linking Strategic and Operational levels
 Mapping of
ARISTOTELE
models, tools
and
methodologies
on the Kaplan
& Norton
closed loop
management
system
10

11. How Fit Everithing Together
11

12. 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”
SSME+D&VSA: a new trans-disciplinary
approach

13. The ARISTOTELE Project in
SSME+D & VSA perspectives
13
(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 multi-
disciplinary variety knowledge, based on consonant subjective
specialization of new professional profile – T-Shaped professional

14.  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.
ARISTOTELE Models
14Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

15. How ARISTOTELE uses semantic schemas
15

16. Role of the Models: Integrated Schemas
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17. The Knowledge Model
17Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

18. Competence Model
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19. Worker Model
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20. Learning Experience Generation Model
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21. A Knowledge model instance example
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22.  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.
The Tools
22SOA-KME Workshop @ CISIS 2012
Palermo 4th-6th, 2012

23.  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)
Resources’ Relevance Analysis based
on VSA Framework (1/2)
Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco
23

24.  The approach:
 Qualification and quantification of Criticality and Influence
 Clustering of the human resources
 Definition of possible strategies
Resources’ Relevance Analysis based
on VSA Framework (2/2)
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25. Available tools
25

26. Available tools
26

27.  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
Towards Adoption, Acceptance and
Assimilation of the ARISTOTELE Platform
27Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

28.  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
ARISTOTELE references
28
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!
Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

29. Backup
29

30. 30
What is a Service System? What is Service Science?
…customers just name <your favorite provider> …researchers just name <your favorite discipline>
Economics & Law
Design/
Cognitive Science Systems
Engineering
Operations
Computer Science/
Artificial Intelligence
Marketing
“a service system is a human-made system
to improve customer-provider interactions,
or value-cocreation between stakeholders”
“service science is
the interdisciplinary study of
service systems &
value-cocreation”
Source: IBM Univesity Programs

31. 31
Service Science (Spohrer & Maglio)
 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
Nation
State/Province
City/Region
Educational
Institution
Healthcare
Institution
Other
Enterprises
(job roles)
Family
(household)
Person
(professional)

32. Premises of service science: What service systems do
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
S A
P C
Physical
Not-Physical
Rights No-Rights
2. Technology
4.. Shared
Information
1. People
3. Organizations
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?
Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In
Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken,
NJ..
32

33. Resources’ Relevance Analysis based
on VSA Framework (2/4)
Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco

34.  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)
 …
Resources’ Relevance Analysis based on VSA
Framework (4/4)
Pierluigi Ritrovato
@HSSE 25 July 2012 San Francisco