Knowledge-Based Performance Management Framework THESIS Presented in Partial Fulfillment of the Requirements for the Degree Master of Science in the Graduate School of The Ohio State University By Roshni Datta Graduate Program in Computer Science and Engineering The Ohio State University 2011 Master's Examination Committee: Rajiv Ramnath, Advisor Jay Ramanathan Copyright by Roshni Datta 2011 Abstract Today‟s business environments are highly complex and more prone to change than ever. With the ever-changing dynamics both within and outside an enterprise, organizations find it difficult to extract the macroscopic view of the organization‟s performance from a repository of customer requests and relevant workflow data and take actions. In this thesis we 1) develop a business-IT ontology and framework to interpret data for pro-active decision making and 2) use the framework as the basis for a performance dashboard tool. By using agent – based modeling, the tool allows the user to make processing decisions not only based on analysis of individual customer requests but also the relative importance of each request with respect to other requests and the business context. The implemented "Performance Dashboard” displays metrics that set off alarms when actions and results are not aligned with strategy. This empowers individuals through providing visibility that transforms data into useful information. ii Dedication This document is dedicated to my family, friends and my dear Radha-Natabara Temple. iii Acknowledgments I sincerely thank my professors, Dr. Jay Ramanathan and Dr. Rajiv Ramnath for guiding me throughout this research. I also thank my friends in the CETI (Centre for Enterprise Transformation and Innovation) group for all their help and cooperation. iv Vita 2002 ............................................................ Auxilium Convent. 2002 to 2006 ................................................ B.Tech, CSE, West Bengal University of Technology, India 2006-2008 ................................................... Technical Associate, Tech Mahindra Ltd 2008 to 2010 ................................................ Graduate Teaching Associate, First Year Engineering Program, The Ohio State University Fields of Study Major Field: Computer Science and Engineering v Table of Contents Abstract .......................................................................................................................... ii Table of Contents .......................................................................................................... vi List of Tables...................................................................................................................x List of Figures ............................................................................................................... xi Chapter 1: Introduction ...................................................................................................1 Chapter 2: Terminology & Business Problem ..................................................................5 2.1 Terminology...........................................................................................................5 2.2 Problem Context .................................................................................................. 10 2.3 Business Problem ................................................................................................. 10 Chapter 3: Problem Statement ....................................................................................... 12 Chapter 4: Background .................................................................................................. 14 4.1 Overview ............................................................................................................. 14 4.2 Best Practices ....................................................................................................... 15 vi 4.2.1 Enterprise Architecture .................................................................................. 15 4.2.2 ITIL ............................................................................................................... 20 4.2.3 Existing best practices .................................................................................... 23 4.2.4 Limitations of existing best practices ............................................................. 24 4.3 Related Research ............................................................................................. 26 4.3.1 ACE Model.................................................................................................... 26 4.3.2 IDEF .............................................................................................................. 31 4.3.2 BSC ............................................................................................................... 32 4.3.3 Decision support system ................................................................................ 33 4.3.4 Study of existing Performance Management Tools......................................... 37 4.3.5 Limitations of existing Performance Management Tools ................................ 40 4.3.6 Software Modeling - Agent Based and System Dynamics .............................. 41 4.3.6 Simulation Model using Anylogic .................................................................. 42 4.3.7 Importance Performance Matrix ..................................................................... 44 Chapter 5: Case Study – ODJFS, Problem Analysis ....................................................... 48 5.1 Case Study - ODJFS ............................................................................................. 48 5.1.1 Problems ........................................................................................................... 51 5.1.2 Sample CSR Data .......................................................................................... 51 vii 5.1.3 Initial Inference.............................................................................................. 53 5.2 Problem Analysis ................................................................................................. 53 Chapter 6: Research and Solution .................................................................................. 54 6.1 Research Framework ............................................................................................ 54 6.2 Research Process Flow ......................................................................................... 59 6.3 Ontology Based Categorization of Customer Data and Operational Processing..... 60 6.3.1 Data Collection Steps ..................................................................................... 63 6.3.2 Ontology-based Categorization of Customer Data and Operational Processing ............................................................................................................................... 63 6.4 Alignment of Categorized CSR to Business .......................................................... 65 6.4.1 ACE and the Balanced Score Card ................................................................. 65 6.4.2 High Level Business Goals ............................................................................ 66 6.4.3 Performance Measures based on ACE ............................................................ 67 6.4.4 Behaviors and Rules ...................................................................................... 68 6.4.5 Business Goals and Alignment ....................................................................... 69 6.5 Cognitive Rule Based Software for Decision Making ........................................... 70 6.5.1 Agent based Modeling Architecture................................................................... 70 6.6 Threefold Performance Management Framework ................................................. 73 6.6.1 VISUALIZE .................................................................................................. 73 viii 6.6.2 ANALYZE .................................................................................................... 76 6.6.3 DECIDE ........................................................................................................ 77 Chapter 7: Inference ...................................................................................................... 82 7.1 Conclusion ........................................................................................................... 82 7.2 Future Work ......................................................................................................... 83 Chapter 8: References .................................................................................................... 84 Chapter 9: Appendix ...................................................................................................... 89 ix List of Tables Table 1 - Limitations of existing frameworks and best practices .................................... 25 Table 2 – Table showing sample CSR data. ................................................................... 52 Table 3 – Example of CSR Layering.............................................................................. 57 Table 4 – Table showing Interviewee mapping .............................................................. 63 Table 5 – Table of ACE mapping and constraints .......................................................... 64 Table 6 – Performance Measures table ..........................................................................