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  • 1.
    Kajko-Mattsson, Miroslawa E J
    Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
    Problems within Front-End Support2004In: Journal of Software Maintenance and Evolution: Research and Practice, ISSN 1532-060X, E-ISSN 1532-0618, Vol. 16, no 4-5, p. 309-329Article in journal (Refereed)
    Abstract [en]

    Within corrective maintenance, the front-end support mainly assists the customer- and back-end maintenance organizations in the communication of corrective maintenance demands. This implies receiving problem reports from customers, transferring them on to the back-end maintenance organization/vendor, and delivering problem solutions from the back-end maintenance organization/vendor to the customers. In this paper, we identify problems as experienced within 37 front-end support organizations in Sweden. Our results show a great variety of problems within the organizations studied. The dominating problems are the complexity of applications, customer knowledge, and complexity of support organizations

  • 2. Shahzad, Khurram
    et al.
    Zdravkovic, Jelena
    Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
    Process warehouses in practice: a goal-driven method for business process analysis2012In: Journal of Software Maintenance and Evolution: Research and Practice, ISSN 1532-060X, E-ISSN 1532-0618, Vol. 24, no 3, p. 321-339Article in journal (Refereed)
    Abstract [en]

    Process analysis and improvement, one of the core phases in the business process management life cycle, is reaching the top of the agenda for many enterprises and organizations. An emerging approach to analyzing business processes involves the use of process-oriented data warehouses to collect information about executed processes to enable their detailed analysis and thereby provide bases for possible improvements. However, very little work has been carried out on employing business orientation in the design and utilization of a process warehouse. The approach presented in this study addresses that limitation by proposing a method that relates business goals to the information from the warehouse. To do so, we start by defining a desired goal structure that concerns an existing business process. The obtained goal model is firstly utilized for scoping and designing a corresponding data model for a process warehouse, and further for retrieving the information from the warehouse to examine the fulfillment of the goals of interest. The key benefits of the proposed method are the provision of the relevant and accurate business process information as well as tracing the process-related goals to the process execution data and further to the analysis of the process. As validation of the proposed method, we develop a prototype, and a healthcare process is used as an illustrative example. Also, to demonstrate the method quality, we perform an experiment on the effectiveness of the information access and retrieval.

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