2012 IEEE Network Operations and Management Symposium, 2012
Multi-domain IT services are delivered by technicians with a variety of expert knowledge in diffe... more Multi-domain IT services are delivered by technicians with a variety of expert knowledge in different areas. Their skills and availability are an important property of the service. However, most organizations do not have a consistent view of this information because creation and maintenance of a skill model is a difficult task, especially in light of privacy regulations, changing service catalogs
To serve a large number of enterprise customers, enterprise supplier needs to set up many custom ... more To serve a large number of enterprise customers, enterprise supplier needs to set up many custom B2B stores, each personalized with special promotions and dedicated contracts. The custom store needs to empower business buyers to shop in the following fashions: 1) buyers visit the custom store, make direct decisions on product selection, based on entitled pricing, and check out orders; 2) buyers use their own company's procurement software, perform catalog shopping on one or more remote custom stores, return an order quote locally for approval, and subsequently send approved orders to supplier for fulfillment; 3) buyers shop with own company's procurement software, using catalog pre-loaded with product and pricing information extracted from supplier's custom stores, and then place purchase orders. This paper describes a practical implementation experience, on how these shopping paradigms can be accommodated effectively and efficiently using a unified commerce server archi...
Proceedings of the 5th international conference on Electronic commerce - ICEC '03, 2003
ABSTRACT Enterprise suppliers are faced with increasing complex tasks of enabling B2B stores to s... more ABSTRACT Enterprise suppliers are faced with increasing complex tasks of enabling B2B stores to serve their enterprise customers for direct purchases and to support a large number of protocols in order to interoperate with various procurement systems. In this paper, we present a unified B2B solution that separates the integration process into two protocol-dependent and independent tasks with a 2-tier architecture to simplify the support of commerce functions for diverse access points. The first tier B2B gateway system handles all protocol related tasks such as handshaking with external networks and message format conversion. The second tier commerce engine executes commerce related tasks and provides protocol-independent shopping and ordering support for the B2B stores. Using a single sign-on mechanism and a unified shopping cart format in the commerce engine, our solution has streamlines the administrative processes associated with supporting and boarding new B2B buyers into the commerce engine.
2008 IEEE International Conference on e-Business Engineering, 2008
... Gift Center Solution [7], client can choose from three readily available reference deployment... more ... Gift Center Solution [7], client can choose from three readily available reference deployments with user interfaces for an online Web site ... existing in-store services, such as location services, inventory services, can be included to add extra level of personalization for gift shopping. ...
2008 IEEE International Conference on e-Business Engineering, 2008
Abstract This paper presents a new approach to designing business process management solutions le... more Abstract This paper presents a new approach to designing business process management solutions leveraging the principles of service-oriented computing and representational state transfer. We discuss the IT artifacts that underpin this new design, illustrate the design ...
ABSTRACT Service infrastructure management requires the matching of tasks to technicians with a v... more ABSTRACT Service infrastructure management requires the matching of tasks to technicians with a variety of expert knowledge in different areas. Most Service Delivery organizations do not have a consistent view of the evolution of the technician skills because in a dynamic environment the creation and maintenance of a skill model is a difficult task, especially in light of privacy regulations, changing service catalogs and worker turnover. In addition, as services expand, new technical support groups for the same type of services are created and also new technicians may be added, either into a new group or into existing groups. To tackle this problem we evolve a method for ranking technicians on their expected performance according to their suitability for receiving the assignment of a service request. This method makes use of similarities between the technicians and previous tasks performed by them. We propose a strategy for incorporating new technicians and delivery team reorganizations into the method and we present experimental results demonstrating the efficacy of the strategy. Applying this strategy to new teams yields on average acceptable accuracy within 4 hours, though with a wide variation across teams for the first 12 hours. Accuracy and its variability approach the quality of accuracy on older teams over 24 hours.
2012 IEEE 19th International Conference on Web Services, 2012
ABSTRACT In this paper we describe a scalable service for customized data validation and content ... more ABSTRACT In this paper we describe a scalable service for customized data validation and content assistance by means of domain-independent, user-provided sets of complex data constraints. We present an integrated architecture and a particular implementation that combines the use of existing grammar- and rule-based schema languages that allows providers to specify rules in a declarative manner. The integrated architecture provides a way to semi-automatically fill in form fields by calling the proposed service, which enumerates domains from the previously stored data validation constraints. Additionally, better error reporting can be achieved by leveraging structure from the rules' definitions. The proposed architecture has been shown to be practical and is in production use by a large organization, successfully fulfilling its role.
Proceedings of the 19th ACM SIGKDD international conference on Knowledge discovery and data mining - KDD '13, 2013
ABSTRACT The competitive business climate and the complexity of IT environments dictate efficient... more ABSTRACT The competitive business climate and the complexity of IT environments dictate efficient and cost-effective service delivery and support of IT services. These are largely achieved by automating routine maintenance procedures, including problem detection, determination and resolution. System monitoring provides an effective and reliable means for problem detection. Coupled with automated ticket creation, it ensures that a degradation of the vital signs, defined by acceptable thresholds or monitoring conditions, is flagged as a problem candidate and sent to supporting personnel as an incident ticket. This paper describes an integrated framework for minimizing false positive tickets and maximizing the monitoring coverage for system faults. In particular, the integrated framework defines monitoring conditions and the optimal corresponding delay times based on an off-line analysis of historical alerts and incident tickets. Potential monitoring conditions are built on a set of predictive rules which are automatically generated by a rule-based learning algorithm with coverage, confidence and rule complexity criteria. These conditions and delay times are propagated as configurations into run-time monitoring systems. Moreover, a part of misconfigured monitoring conditions can be corrected according to false negative tickets that are discovered by another text classification algorithm in this framework. This paper also provides implementation details of a program product that uses this framework and shows some illustrative examples of successful results.
Seventh IEEE International Conference on E-Commerce Technology (CEC'05), 2005
Today's Internet-era shoppers expect product information, promotions, order entri... more Today's Internet-era shoppers expect product information, promotions, order entries, and services fully integrated across customer touch points and sales channels. A multi-channel strategy by retailers allows shoppers to leverage different channels, such as Web, in-store and catalog/call center, for superior shopping experiences and ultimately increased store sales. This paper takes a further step in answering shoppers' needs for collaboration/coordination amongst
Siena lets users design web applications using commonly available PowerPoint as the modeling/deve... more Siena lets users design web applications using commonly available PowerPoint as the modeling/development tool. From PowerPoint, users can model business artifacts and processes, transform applications to a standard representation and then immediately deploy and execute these composite applications on a model execution engine.
ICPS '05. Proceedings. International Conference on Pervasive Services, 2005., 2005
ABSTRACT Retailers are constantly in search for ways to enhance customer satisfaction so as to di... more ABSTRACT Retailers are constantly in search for ways to enhance customer satisfaction so as to differentiate with the competition and increase revenue. This paper describes an in-store commerce server implementation that leverages pervasive computing technologies to redefine the in-store shopping experience. The server evolves the existing point-of-sale systems into a store integration platform complete with reusable in-store solution building blocks. The paper illustrates how customer touch points such as cart-mounted Web pads can be supported to enable location-sensitive, personalized shopping assistance, and incremental self-checkout. New collaborative shopping paradigms can be created by service-oriented process choreography with other sales channels.
2006 IEEE International Conference on e-Business Engineering (ICEBE'06), 2006
Enterprise telesales is most different from consumer sales by having a prolonged sales cycle, in ... more Enterprise telesales is most different from consumer sales by having a prolonged sales cycle, in weeks or months, in order to integrate various internal supports to validate and satisfy complex client demands and needs. Managers of such telesales centers are often challenged by the elaborate tasks of tracking the subtle progress of these pipelines of sales opportunities. Thus, an on-demand
In this paper, we describe our experience in separating workspaces, using the IBM VisualAge for J... more In this paper, we describe our experience in separating workspaces, using the IBM VisualAge for Java development tool, for multiple web storefronts development for several major IBM public and private commerce sites. There was a need to create multiple workspaces since different storefronts may be developed at the same time. In addition, we wanted to keep the completed software packages
2012 IEEE Network Operations and Management Symposium, 2012
Multi-domain IT services are delivered by technicians with a variety of expert knowledge in diffe... more Multi-domain IT services are delivered by technicians with a variety of expert knowledge in different areas. Their skills and availability are an important property of the service. However, most organizations do not have a consistent view of this information because creation and maintenance of a skill model is a difficult task, especially in light of privacy regulations, changing service catalogs
To serve a large number of enterprise customers, enterprise supplier needs to set up many custom ... more To serve a large number of enterprise customers, enterprise supplier needs to set up many custom B2B stores, each personalized with special promotions and dedicated contracts. The custom store needs to empower business buyers to shop in the following fashions: 1) buyers visit the custom store, make direct decisions on product selection, based on entitled pricing, and check out orders; 2) buyers use their own company's procurement software, perform catalog shopping on one or more remote custom stores, return an order quote locally for approval, and subsequently send approved orders to supplier for fulfillment; 3) buyers shop with own company's procurement software, using catalog pre-loaded with product and pricing information extracted from supplier's custom stores, and then place purchase orders. This paper describes a practical implementation experience, on how these shopping paradigms can be accommodated effectively and efficiently using a unified commerce server archi...
Proceedings of the 5th international conference on Electronic commerce - ICEC '03, 2003
ABSTRACT Enterprise suppliers are faced with increasing complex tasks of enabling B2B stores to s... more ABSTRACT Enterprise suppliers are faced with increasing complex tasks of enabling B2B stores to serve their enterprise customers for direct purchases and to support a large number of protocols in order to interoperate with various procurement systems. In this paper, we present a unified B2B solution that separates the integration process into two protocol-dependent and independent tasks with a 2-tier architecture to simplify the support of commerce functions for diverse access points. The first tier B2B gateway system handles all protocol related tasks such as handshaking with external networks and message format conversion. The second tier commerce engine executes commerce related tasks and provides protocol-independent shopping and ordering support for the B2B stores. Using a single sign-on mechanism and a unified shopping cart format in the commerce engine, our solution has streamlines the administrative processes associated with supporting and boarding new B2B buyers into the commerce engine.
2008 IEEE International Conference on e-Business Engineering, 2008
... Gift Center Solution [7], client can choose from three readily available reference deployment... more ... Gift Center Solution [7], client can choose from three readily available reference deployments with user interfaces for an online Web site ... existing in-store services, such as location services, inventory services, can be included to add extra level of personalization for gift shopping. ...
2008 IEEE International Conference on e-Business Engineering, 2008
Abstract This paper presents a new approach to designing business process management solutions le... more Abstract This paper presents a new approach to designing business process management solutions leveraging the principles of service-oriented computing and representational state transfer. We discuss the IT artifacts that underpin this new design, illustrate the design ...
ABSTRACT Service infrastructure management requires the matching of tasks to technicians with a v... more ABSTRACT Service infrastructure management requires the matching of tasks to technicians with a variety of expert knowledge in different areas. Most Service Delivery organizations do not have a consistent view of the evolution of the technician skills because in a dynamic environment the creation and maintenance of a skill model is a difficult task, especially in light of privacy regulations, changing service catalogs and worker turnover. In addition, as services expand, new technical support groups for the same type of services are created and also new technicians may be added, either into a new group or into existing groups. To tackle this problem we evolve a method for ranking technicians on their expected performance according to their suitability for receiving the assignment of a service request. This method makes use of similarities between the technicians and previous tasks performed by them. We propose a strategy for incorporating new technicians and delivery team reorganizations into the method and we present experimental results demonstrating the efficacy of the strategy. Applying this strategy to new teams yields on average acceptable accuracy within 4 hours, though with a wide variation across teams for the first 12 hours. Accuracy and its variability approach the quality of accuracy on older teams over 24 hours.
2012 IEEE 19th International Conference on Web Services, 2012
ABSTRACT In this paper we describe a scalable service for customized data validation and content ... more ABSTRACT In this paper we describe a scalable service for customized data validation and content assistance by means of domain-independent, user-provided sets of complex data constraints. We present an integrated architecture and a particular implementation that combines the use of existing grammar- and rule-based schema languages that allows providers to specify rules in a declarative manner. The integrated architecture provides a way to semi-automatically fill in form fields by calling the proposed service, which enumerates domains from the previously stored data validation constraints. Additionally, better error reporting can be achieved by leveraging structure from the rules' definitions. The proposed architecture has been shown to be practical and is in production use by a large organization, successfully fulfilling its role.
Proceedings of the 19th ACM SIGKDD international conference on Knowledge discovery and data mining - KDD '13, 2013
ABSTRACT The competitive business climate and the complexity of IT environments dictate efficient... more ABSTRACT The competitive business climate and the complexity of IT environments dictate efficient and cost-effective service delivery and support of IT services. These are largely achieved by automating routine maintenance procedures, including problem detection, determination and resolution. System monitoring provides an effective and reliable means for problem detection. Coupled with automated ticket creation, it ensures that a degradation of the vital signs, defined by acceptable thresholds or monitoring conditions, is flagged as a problem candidate and sent to supporting personnel as an incident ticket. This paper describes an integrated framework for minimizing false positive tickets and maximizing the monitoring coverage for system faults. In particular, the integrated framework defines monitoring conditions and the optimal corresponding delay times based on an off-line analysis of historical alerts and incident tickets. Potential monitoring conditions are built on a set of predictive rules which are automatically generated by a rule-based learning algorithm with coverage, confidence and rule complexity criteria. These conditions and delay times are propagated as configurations into run-time monitoring systems. Moreover, a part of misconfigured monitoring conditions can be corrected according to false negative tickets that are discovered by another text classification algorithm in this framework. This paper also provides implementation details of a program product that uses this framework and shows some illustrative examples of successful results.
Seventh IEEE International Conference on E-Commerce Technology (CEC'05), 2005
Today's Internet-era shoppers expect product information, promotions, order entri... more Today's Internet-era shoppers expect product information, promotions, order entries, and services fully integrated across customer touch points and sales channels. A multi-channel strategy by retailers allows shoppers to leverage different channels, such as Web, in-store and catalog/call center, for superior shopping experiences and ultimately increased store sales. This paper takes a further step in answering shoppers' needs for collaboration/coordination amongst
Siena lets users design web applications using commonly available PowerPoint as the modeling/deve... more Siena lets users design web applications using commonly available PowerPoint as the modeling/development tool. From PowerPoint, users can model business artifacts and processes, transform applications to a standard representation and then immediately deploy and execute these composite applications on a model execution engine.
ICPS '05. Proceedings. International Conference on Pervasive Services, 2005., 2005
ABSTRACT Retailers are constantly in search for ways to enhance customer satisfaction so as to di... more ABSTRACT Retailers are constantly in search for ways to enhance customer satisfaction so as to differentiate with the competition and increase revenue. This paper describes an in-store commerce server implementation that leverages pervasive computing technologies to redefine the in-store shopping experience. The server evolves the existing point-of-sale systems into a store integration platform complete with reusable in-store solution building blocks. The paper illustrates how customer touch points such as cart-mounted Web pads can be supported to enable location-sensitive, personalized shopping assistance, and incremental self-checkout. New collaborative shopping paradigms can be created by service-oriented process choreography with other sales channels.
2006 IEEE International Conference on e-Business Engineering (ICEBE'06), 2006
Enterprise telesales is most different from consumer sales by having a prolonged sales cycle, in ... more Enterprise telesales is most different from consumer sales by having a prolonged sales cycle, in weeks or months, in order to integrate various internal supports to validate and satisfy complex client demands and needs. Managers of such telesales centers are often challenged by the elaborate tasks of tracking the subtle progress of these pipelines of sales opportunities. Thus, an on-demand
In this paper, we describe our experience in separating workspaces, using the IBM VisualAge for J... more In this paper, we describe our experience in separating workspaces, using the IBM VisualAge for Java development tool, for multiple web storefronts development for several major IBM public and private commerce sites. There was a need to create multiple workspaces since different storefronts may be developed at the same time. In addition, we wanted to keep the completed software packages
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Papers by Florian Pinel