Information Systems Outsourcing: Towards Sustainable Business Value

This book attempts to synthesize research that contributes to a better understanding of how to reach sustainable business value through information systems (IS) outsourcing. Important topics in this realm are how IS outsourcing can contribute to innovation, how it can be dynamically governed, how to cope with its increasing complexity through multi-vendor arrangements, how service quality standards can be met, how corporate social responsibility can be upheld and how to cope with increasing demands of internationalization and new sourcing models, such as crowdsourcing and platform-based cooperation. These issues are viewed from either the client or vendor perspective, or both. The book should be of interest to all academics and students in the fields of Information Systems, Management and Organization as well as corporate executives and professionals who seek a more profound analysis and understanding of the underlying factors and mechanisms of outsourcing.

Platforms and firm capabilities : a study of emerging global value chains

This paper discusses globalization’s impact on production and distribution systems in emerging economies. On one hand, globalization has resulted in an increasing number of multinational corporations to adopt a platform strategy for their customers in emerging markets. On the other hand, developing countries have witnessed the integration of an increasing number of traditional marketplaces into a powerful distribution system, characterized as a specialized market system. Consequently, an unique industrial organization has developed in emerging economies, regarded as emerging global value chains (EGVCs). They comprise a large number of small firms together with a small number of large platform providers and display the "market" type general governance patterns. Firms in EGVCs are more likely to realize functional upgrading and grow into strong lead firms.

Establishing global value chains through the liberalization of trade in services

This paper addresses the importance of establishing global value chains through the liberalization of trade in services. A database has revealed rather disconnected policy arrangements across APEC members in terms of service trade liberalization. While the economic benefits arising from harmonized and liberalized policy across APEC members are widely recognized in the business sector, relevant policy coordination seems to be missing. With this in mind, APEC could work on establishing its own harmonized "service trade commitment table" that would be centered on simple foreign capital participation criteria. This would surely contribute to forming an APEC-wide global value chain.

A constraint-based approach to quality assurance in service choreographies.

Knowledge about the quality characteristics (QoS) of service com- positions is crucial for determining their usability and economic value. Ser- vice quality is usually regulated using Service Level Agreements (SLA). While end-to-end SLAs are well suited for request-reply interactions, more complex, decentralized, multiparticipant compositions (service choreographies) typ- ically involve multiple message exchanges between stateful parties and the corresponding SLAs thus encompass several cooperating parties with interde- pendent QoS. The usual approaches to determining QoS ranges structurally (which are by construction easily composable) are not applicable in this sce- nario. Additionally, the intervening SLAs may depend on the exchanged data. We present an approach to data-aware QoS assurance in choreographies through the automatic derivation of composable QoS models from partici- pant descriptions. Such models are based on a message typing system with size constraints and are derived using abstract interpretation. The models ob- tained have multiple uses including run-time prediction, adaptive participant selection, or design-time compliance checking. We also present an experimen- tal evaluation and discuss the benefits of the proposed approach.

Analysis of service-oriented computing systems

La computación basada en servicios (Service-Oriented Computing, SOC) se estableció como un paradigma ampliamente aceptado para el desarollo de sistemas de software flexibles, distribuidos y adaptables, donde las composiciones de los servicios realizan las tareas más complejas o de nivel más alto, frecuentemente tareas inter-organizativas usando los servicios atómicos u otras composiciones de servicios. En tales sistemas, las propriedades de la calidad de servicio (Quality of Service, QoS), como la rapídez de procesamiento, coste, disponibilidad o seguridad, son críticas para la usabilidad de los servicios o sus composiciones en cualquier aplicación concreta. El análisis de estas propriedades se puede realizarse de una forma más precisa y rica en información si se utilizan las técnicas de análisis de programas, como el análisis de complejidad o de compartición de datos, que son capables de analizar simultáneamente tanto las estructuras de control como las de datos, dependencias y operaciones en una composición. El análisis de coste computacional para la composicion de servicios puede ayudar a una monitorización predictiva así como a una adaptación proactiva a través de una inferencia automática de coste computacional, usando los limites altos y bajos como funciones del valor o del tamaño de los mensajes de entrada. Tales funciones de coste se pueden usar para adaptación en la forma de selección de los candidatos entre los servicios que minimizan el coste total de la composición, basado en los datos reales que se pasan al servicio. Las funciones de coste también pueden ser combinadas con los parámetros extraídos empíricamente desde la infraestructura, para producir las funciones de los límites de QoS sobre los datos de entrada, cuales se pueden usar para previsar, en el momento de invocación, las violaciones de los compromisos al nivel de servicios (Service Level Agreements, SLA) potenciales or inminentes. En las composiciones críticas, una previsión continua de QoS bastante eficaz y precisa se puede basar en el modelado con restricciones de QoS desde la estructura de la composition, datos empiricos en tiempo de ejecución y (cuando estén disponibles) los resultados del análisis de complejidad. Este enfoque se puede aplicar a las orquestaciones de servicios con un control centralizado del flujo, así como a las coreografías con participantes multiples, siguiendo unas interacciones complejas que modifican su estado. El análisis del compartición de datos puede servir de apoyo para acciones de adaptación, como la paralelización, fragmentación y selección de los componentes, las cuales son basadas en dependencias funcionales y en el contenido de información en los mensajes, datos internos y las actividades de la composición, cuando se usan construcciones de control complejas, como bucles, bifurcaciones y flujos anidados. Tanto las dependencias funcionales como el contenido de información (descrito a través de algunos atributos definidos por el usuario) se pueden expresar usando una representación basada en la lógica de primer orden (claúsulas de Horn), y los resultados del análisis se pueden interpretar como modelos conceptuales basados en retículos. ABSTRACT Service-Oriented Computing (SOC) is a widely accepted paradigm for development of flexible, distributed and adaptable software systems, in which service compositions perform more complex, higher-level, often cross-organizational tasks using atomic services or other service compositions. In such systems, Quality of Service (QoS) properties, such as the performance, cost, availability or security, are critical for the usability of services and their compositions in concrete applications. Analysis of these properties can become more precise and richer in information, if it employs program analysis techniques, such as the complexity and sharing analyses, which are able to simultaneously take into account both the control and the data structures, dependencies, and operations in a composition. Computation cost analysis for service composition can support predictive monitoring and proactive adaptation by automatically inferring computation cost using the upper and lower bound functions of value or size of input messages. These cost functions can be used for adaptation by selecting service candidates that minimize total cost of the composition, based on the actual data that is passed to them. The cost functions can also be combined with the empirically collected infrastructural parameters to produce QoS bounds functions of input data that can be used to predict potential or imminent Service Level Agreement (SLA) violations at the moment of invocation. In mission-critical applications, an effective and accurate continuous QoS prediction, based on continuations, can be achieved by constraint modeling of composition QoS based on its structure, known data at runtime, and (when available) the results of complexity analysis. This approach can be applied to service orchestrations with centralized flow control, and choreographies with multiple participants with complex stateful interactions. Sharing analysis can support adaptation actions, such as parallelization, fragmentation, and component selection, which are based on functional dependencies and information content of the composition messages, internal data, and activities, in presence of complex control constructs, such as loops, branches, and sub-workflows. Both the functional dependencies and the information content (described using user-defined attributes) can be expressed using a first-order logic (Horn clause) representation, and the analysis results can be interpreted as a lattice-based conceptual models.

Qualitative operational value at risk for an electric utility based on the guidelines of the basel committee

This paper presents a model for determining value at operational risk ?OpVaR? in electric utilities, with the aim to confirm the versatility of the Bank for International Settlements (BIS) proposals. The model intends to open a new methodological approach in risk management, paying special attention to underlying operational sources of risk.

New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid

Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of service lead to greater use of public transport and lower traffic pollution. Until now, Intelligent Transportation System (ITS) enhancements in public transport have traditionally included fleet management systems based on Automatic Vehicle Location (AVL) technologies, which can be used to optimize routing and scheduling, and to feed real-time information into passenger information channels. However, surveys of public transport users could also benefit from the new information technologies. As most customers carry their smartphones when traveling, Quick Response (QR) codes open up the possibility of conducting these surveys at a lower cost.This paper contributes to the limited existing literature by developing the analysis of QR codes applied to CSS in public transport and highlighting their importance in reducing the cost of data collection and processing. The added value of this research is that it provides the first assessment of a real case study in Madrid (Spain) using QR codes for this purpose. This pilot experience was part of a research project analyzing bus service quality in the same case study, so the QR code survey (155 valid questionnaires) was validated using a conventional face-to-face survey (520 valid questionnaires). The results show clearly that, after overcoming a few teething troubles, this QR code application will ultimately provide transport management with a useful tool to reduce survey costs

The effects of health changes on projections of health service needs for the elderly population of the United States

The 1982–1994 National Long-Term Care Surveys indicate an accelerating decline in disability among the U.S. elderly population, suggesting that a 1.5% annual decline in chronic disability for elderly persons is achievable. Furthermore, many risk factors for chronic diseases show improvements, many linked to education, from 1910 to the present. Projections indicate the proportion of persons aged 85–89 with less than 8 years of education will decline from 65% in 1980 to 15% in 2015. Health and socioeconomic status trends are not directly represented in Medicare Trust Fund and Social Security Administration beneficiary projections. Thus, they may have different economic implications from projections directly accounting for health trends. A 1.5% annual disability decline keeps the support ratio (ratio of economically active persons aged 20–64 to the number of chronically disabled persons aged 65+) above its 1994 value, 22:1, when the Hospital Insurance Trust Fund was in fiscal balance, to 2070. With no changes in disability, projections indicate a support ratio in 2070 of 8:1—63% below a cash flow balance.

Multiple Perspectives on Academic Service-Learning Partnerships at the American University in Cairo: A Mixed Method Study

This mixed method study aimed to redress the gap in the literature on academic service-learning partnerships, especially in Eastern settings. It utilized Enos and Morton's (2003) theoretical framework to explore these partnerships at the American University in Cairo (AUC). Seventy-nine community partners, administrators, faculty members, and students from a diverse range of age, citizenship, racial, educational, and professional backgrounds participated in the study. Qualitative interviews were conducted with members of these four groups, and a survey with both close-ended and open-ended questions administered to students yielded 61 responses. Qualitative analyses revealed that the primary motivators for partners' engagement in service-learning partnerships included contributing to the community, enhancing students' learning and growth, and achieving the civic mission of the University. These partnerships were characterized by short-term relationships with partners' aspiring to progress toward long-term commitments. The challenges to these partnerships included issues pertaining to the institution, partnering organizations, culture, politics, pedagogy, students, and faculty members. Key strategies for improving these partnerships included institutionalizing service-learning in the University and cultivating an institutional culture supportive of community engagement. Quantitative analyses showed statistically significant relationships between students' scores on the Community Awareness and Interpersonal Effectiveness scales and their overall participation in community service activities inside and outside the classroom, as well as a statistically significant difference between their scores on the Community Awareness scale and department offering service-learning courses. The study's outcomes underscore the role of the local culture in shaping service-learning partnerships, as well as the role of both curricular and extracurricular activities in boosting students' awareness of their community and interpersonal effectiveness. Cultivating a culture of community engagement and building support mechanisms for engaged scholarship are among the critical steps required by public policy-makers in Egypt to promote service-learning in Egyptian higher education. Institutionalizing service-learning partnerships at AUC and enhancing the visibility of these partnerships on campus and in the community are essential to the future growth of these collaborations. Future studies should explore factors affecting community partners' satisfaction with these partnerships, top-down and bottom-up support to service-learning, the value of reflection to faculty members, and the influence of students' economic backgrounds on their involvement in service-learning partnerships.

Internalization of quality management in service organizations

Purpose – The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry. Design/methodology/approach – The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique. Findings – The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization. Originality/value – As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes by advancing the understanding of these issues through the case of a specific standard for the hotel industry.

SOA-Based Model for Value-Added ITS Services Delivery

Integration is currently a key factor in intelligent transportation systems (ITS), especially because of the ever increasing service demands originating from the ITS industry and ITS users. The current ITS landscape is made up of multiple technologies that are tightly coupled, and its interoperability is extremely low, which limits ITS services generation. Given this fact, novel information technologies (IT) based on the service-oriented architecture (SOA) paradigm have begun to introduce new ways to address this problem. The SOA paradigm allows the construction of loosely coupled distributed systems that can help to integrate the heterogeneous systems that are part of ITS. In this paper, we focus on developing an SOA-based model for integrating information technologies (IT) into ITS to achieve ITS service delivery. To develop our model, the ITS technologies and services involved were identified, catalogued, and decoupled. In doing so, we applied our SOA-based model to integrate all of the ITS technologies and services, ranging from the lowest-level technical components, such as roadside unit as a service (RS S), to the most abstract ITS services that will be offered to ITS users (value-added services). To validate our model, a functionality case study that included all of the components of our model was designed.

The differentiated effects of CSR actions in the service industry

Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms compared to manufacturing firms. CSR is becoming a common strategy, hence its extensive research. Central to it is the analysis of the effect of CSR on a firm’s performance, whose outcome depends on firm-specific and industry-related factors. Design/methodology/approach – The event study methodology is applied to all the 248 companies that have ever traded on the Spanish Stock Market between 1990 and 2007. A regression analysis examines potential different effects of CSR on service and goods firms. Findings – The results show that CSR activities have a positive impact on firm performance that is higher for service firms than for manufacturing firms. Actions related to the environment, responsible labor relationships and good corporate governance are especially important in the service context. Research limitations/implications – This research is focused on shareholders’ performance, but it does not consider other stakeholders, such as real consumer behavior or employees’ commitment and productivity. Practical implications – Service firms are likely to gain from focusing on some CSR activities (environment, employees and good corporate governance) and should use their responsible behavior as a valuable tool for public relations and differentiation in the market. Originality/value – This article is the first attempt to empirically test and explain why the relationship between CSR and firm performance may be different (more positive) for service vs manufacturing firms.

Smart Monitoring Embedded Service for Energy-Efficient and Sustainable Management in Data Centers

Information technologies (IT) currently represent 2% of CO2 emissions. In recent years, a wide variety of IT solutions have been proposed, focused on increasing the energy efficiency of network data centers. Monitoring is one of the fundamental pillars of these systems, providing the information necessary for adequate decision making. However, today’s monitoring systems (MSs) are partial, specific and highly coupled solutions. This study proposes a model for monitoring data centers that serves as a basis for energy saving systems, offered as a value-added service embedded in a device with low cost and power consumption. The proposal is general in nature, comprehensive, scalable and focused on heterogeneous environments, and it allows quick adaptation to the needs of changing and dynamic environments. Further, a prototype of the system has been implemented in several devices, which has allowed validation of the proposal in addition to identification of the minimum hardware profile required to support the model.

Radiology Service Bus: Interoperabilidade semântica para Radiologia

A integração de sistemas é um tema sempre actual na temática das tecnologias de informação. Desde há muito tempo que as grandes empresas identificaram a necessidade de integrar dados de diferentes sistemas, criando mais valor para os seus negócios. Alguns sectores da indústria estão claramente mais avançados do que outros no que diz respeito à integração de sistemas. Alguns factores, como a concorrência e competitividade mais agressiva em alguns mercados, foram os catalisadores desses avanços tecnológicos. A indústria da saúde não foi, infelizmente, um dos sectores onde se registaram grandes avanços na integração de sistemas. Foi, no entanto, onde se registou uma explosão de normas e protocolos que suportam as diversas disciplinas da medicina, como por ex, a Radiologia. Essas normas e protocolos permitiram dotar a medicina de meios mais rigorosos de produzir diagnósticos e encontrar curas para as mais diversas patologias. Existem muitos produtos que adoptam estas normas. As organizações foram, progressivamente, adquirindo esses produtos mas sem grande preocupação da eventual necessidade da integração. A disciplina da Radiologia é uma das disciplinas onde se verifica, ainda hoje, uma enorme diversidade de equipamentos e sistemas de informação mas onde se encontra desafios consideráveis no que diz respeito à integração. Foram esses desafios que despoletaram o interesse de investigação e cujos resultados se partilham nesta dissertação.

A users' guide to ride service programs. Final report.

National Highway Traffic Safety Administration, Washington, D.C.