http://dl.gi.de/handle/20.500.12116/3436 2026-07-23T05:56:09Z http://dl.gi.de/handle/20.500.12116/3467 Big Data Management and Analysis for Business Informatics - A Survey Marchand-Maillet, Stéphane; Hofreiter, Birgit Modern communication networks have fueled the creation of massive volumes of data that may be valued as relevant information for business activities. In this paper, we review technologies for enabling and empowering business activities, leveraging the content of this big data. We distinguish between data- and user-related technologies, and study the parallel brought by the overlap of these categories. We show how the trend of Big Data is related to data security and user privacy. We then investigate automated ways of performing data analysis for Business Intelligence. We finally review how groups of users may be seen as a workforce in business through the notion of human computation or crowdsourcing, associated with the notions of trust and reputation. We conclude by discussing emerging trends in the domain. 2014-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/3468 Data-Driven Decisions in Service Engineering and Management Setzer, Thomas Today, the frontier for using data to make business decisions has shifted, and high-performing service companies are building their competitive strategies around data-driven insights that produce impressive business results. In principle, the ever-growing amount of available data would allow for deriving increasingly precise forecasts and optimised input for planning and decision models. However, the complexity resulting from considering large volumes of high-dimensional, fine-grained, and noisy data in mathematical models leads to the fact that dependencies and developments are not found, algorithms do not scale, and traditional statistics as well as data-mining techniques collapse because of the well-known curse of dimensionality. Hence, in order to make big data actionable, the intelligent reduction of vast amounts of data to problemrelevant features is necessary and advances are required at the intersection of economic theories, service management, dimensionality reduction, advanced analytics, robust prediction, and computational methods to solve managerial decisions and planning problems. 2014-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/3465 Enabling Front-Office Transformation and Customer Experience through Business Process Engineering Sanz, Jorge L. The scope of business processes has been traditionally circumscribed to the industrialisation of enterprise operations. Indeed, Business Process Management (BPM) has focused on relatively mature operations, with the goal of improving performance through automation. However, in today’s world of customer-centricity and individualised services, the richest source of economic value-creation comes from enterprise-customer contacts beyond transactions. The need to make sense of a mass of such touch-points makes process a prevalent and emerging concept in the Front- Office of enterprises, including organisational competences such as marketing operations, customer-relationship management, campaign creation and monitoring, brand management, sales and advisory services, multichannel management, service innovation and management life-cycle, among others. While BPM will continue to make important contributions to the factory of enterprises, the engineering of customer-centric business processes defines a new field of multi-disciplinary work focused on serving customers and improving their experiences. This new domain has been dubbed Business Process Engineering (BPE) in the concert of IEEE Business Informatics. This paper addresses the main characteristics of BPE in comparison with traditional BPM, highlights the importance of process in customer experience as a key goal in Front-Office transformation and suggests a number of new research directions. In particular, the domains of process and information remain today disconnected. Business Informatics is about the study of the information process in organisations and thus, reuniting business process and information in enterprises is a central task in a Business Informatics approach to engineering processes. Among other activities, BPE is chartered to close this gap and to create a suitable business architecture for Front-Office where organisational and customer behaviour should guide and benefit from emerging data analytics techniques. 2014-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/3466 Service Innovation for the Digital World Chew, Eng K. The foundational principles and conceptual building blocks of customer-centric service innovation (SI) practice are explained, and a resultant integrated framework of SI design practices for customer value co-creation is synthesised. The nexus of service strategy, service concept and business model is identified to assure SI commercialisation. The requisite SI models and processes to systematise the innovation practice are reviewed. The emergent practices of customer and community participation, in a digital world, across the firm’s entire SI lifecycle are explicated, together with the requisite strategic management practices for successful service innovation. 2014-01-01T00:00:00Z