1. Information & Knowledge
Management
Real-Time Information & Knowledge Management
Marielba Zacarias
Prof. Auxiliar DEEI
FCT I, Gab 2.69, Ext. 7749
mzacaria@ualg.pt
http://w3.ualg.pt/~mzacaria

2. Summary
Real-time processes
Information Management
Knowledge Management
Enterprise Dashboards
Real-time management of qualitative information

3. The need for
“real-time” cycles
Complex, dynamic, uncertain world
WWW, bandwith
Nothing new for industrial processes
...but for services

4. “Real-time”
Real-time Enterprise (RTE)
information about the right processes for the
right people at the right time and price
real-time is not necessarily instantaneous
entails answering
critical information?
latency requirements?
ROI?

5. RTE Activities
Data capture
automatic (RFID) & manual (data entry)
high data volume
filtering/selection, storage
Data Monitorization
Early detection of anomalous data
Which data should be monitorized?

6. RTE Activities
Data analysis
Analytical methods and techiques
Data visualization
dashboards
facilitate metric measurement and management
through a unique interface
friendly and consolidated views show, performance
indicators
graphic, typically web-based
visualization + effective than reports

7. Some definitions
Measurement
Body temperature
Car temperature
Metric
Cold/Hot
Indicator
If temp > 38.5 give medicine
If temp > ? stop car, pour water in radiator

8. Dashboards

9. Dashboards

10. Dashboards

11. RTE Activities
Interpretation and Action
interpretation in a given context
prioritization
appropriate and timely action

12. RTE Activities
Feedback and continuous improvement
Iterative processes
Gradual Improvement
Performance metrics about
data
processes
technology
people

13. RTE Activity Cycle
data capture & data analysis &
monitorization visualization
feedback &
interpretation
continuous
& action
improvement

14. RTE OTIS
president
before president
O
regional
o!ces
T regional
o!ces
I
Information Flows
zone
directors
S zone
directors
L
district
o!ces
I district
o!ces
N
field E field
o!ces
after o!ces

15. Real-Time Knowledge
Management
Immediate access and sharing of up-to-
date operational information
Concurrent interaction among actors
Immediate action when needed

16. Action-Learning OODA Cycle
Observation
Anomalous situations, changes
Orientation
Threat & Opportunity Interpretation
Decision (decide answer)
Action (execute answer)

17. OODA Cycle
digital dashboards scheduled & organized
business intelligence meetings
human intervention
knowledge sharing

18. bills
devolutions
materials
backlog
products
inventory
backlog
POS
efficiency
deliveries
client/channel
Western-Digital
Supply Chain

19. Real time?
(push model)

20. Push Model
Reactive & corrective feedback loops
Organization logic and information
presentation pre-defined, pre-configured
and pre-programmed
Hinders multiple interpretation or
answers over the the same information
base

21. Real time?
(pull model)

22. Real-time Knowledge
Management!1
Deals with critical adaptation, survival
and competency issues with
organizations facing radical &
discontinuous environmental changes
Involves processes that combine IT &
creative and innovative information
processing of human actors

23. Push model
Knowledge Management = Information Management
Focus on IT + repositories
right information at the right time and place
Focus on
Good practices, training and learning,
Change culture, collaboration & virtual organizations
automatization, redesign & process improvement

24. Pull model
Overall Business Performance
Strategy as the driving force in selecting
and adapting processes, activities and IT
Careful IT selection

25. Enterprise
Architectures
Valuable...if properly used

26. Real-time in numbers
Airline Operations: from 20 min to 30 sec
Commercial transaction analysis: 30 min to 5 sec
Supply Chain updating: 1 day to 15 min
Telephone activation: 3 days to 1 hour
Finance Monitorization: 1 day to 5 min
Document transfers: 3 days to 45 sec
PCs on-demand: 6 weeks to 1 day

27. Various Tools

28. Artificial Intelligence
Business Intelligence
Data Mining
Text Mining
Expert Systems
Neural Networks
Genetic Algorithms

29. Business Intelligence

30. Data Mining
Clustering
Classification
Association
diaper + beers + football games
Sequence analysis
Recurrent sequences

31. Classification

32. Text Mining

33. Expert Systems

34. Neural networks

35. Genetic Algorithms

36. Tools in research

37. Extending RTE to
qualitative information
Action Context
Bootstrapping
Capture Discovery
Actions
Contexts
Tasks-Resources
Context Context Context
Visualization Integration Analysis

38. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Action Capture
Object Description| Action
Action Nested ..supporting Resources
nº Date foll. Subject Type Receiver Action Main resource-related items (tools, people, information items)
... ... ... ... ... ... ... ... ...
20 1-Apr 0 Prof. Smith request Alice pay course X e-mail
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sente-mail
24 1-Apr 23 Prof. Smith request Alice pay without payment requirements e-mail
25 1-Apr 24 Prof. Smith inform Alice reason for not sending requirements
26 1-Apr 25 Prof. Smith inform Alice promise requirements for date D e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
29 2-Apr 28 Alice's boss analyze payment request and reason given
30 2-Apr 29 Alice's boss suggest Alice accept payment request of Prof. Smith telefone
31 2-Apr 30 28 inform Alice prof. Smith is a good professor telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail

39. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discovery
Object Description| Action
Action Nested ..supporting Resources
nº Date foll. Subject Type Receiver Action Main resource-related items (tools, people, information items)
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sent e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail
8 1-Apr 7 Alice verify last POSI meeting minute word, POSI minute file
9 1-Apr 8 Alice inform Miguel last POSI meeting is OK e-mail
17 1-Apr Alice order Luisa pay March-April IT support e-mail, March-April invoices
19 1-Apr 0 Alice send TR software CDs for installation snail mail, CDs
2 1-Apr 1 Alice request Luisa search travels folder
4 1-Apr 3 Alice request Luisa register invoice data in travels file
5 1-Apr 4 Alice request Luisa compare invoice value with budgeted value excel, travels budget file
6 1-Apr 5 Alice request Luisa register invoice data in travels file excel, travels folder, travels file
13 1-Apr 12 Alice print PM course proposal file word, PM course proposal file
14 1-Apr 13 Alice store PM course proposal in short courses folder
word, course folder
11 1-Apr 1 Alice schedule outlook
when to provide information about POSI to bank

40. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Discovery
Object Description| Action
Action Nested ..supporting Resources
nº Date foll. Subject Type Receiver Action Main resource-related items (tools, people, information items)
21 1-Apr 20 Alice check Prof. Smith's payment requirements excel, payment requirement records
22 1-Apr 21 Alice request Prof. Smith send Prof. Smith's payment requirements e-mail
23 1-Apr 22 Alice inform pay will proceed when requirements are sent e-mail
27 2-Apr 26 Alice analyze payment request and reason given
28 2-Apr 0 Alice request Boss analyze accept or reject Prof. Smith's request telefone
32 2-Apr 27 Alice accept Prof. Smith pay course X e-mail
33 2-Apr 32 Alice order Luisa pay course X to Prof. Smith
34 2-Apr 33 Alice inform Prof. Smith pay is ordered e-mail
8 1-Apr 7 Alice verify last POSI meeting minute word, POSI minute file
9 1-Apr 8 Alice inform Miguel last POSI meeting is OK e-mail
17 1-Apr Alice order Luisa pay March-April IT support e-mail, March-April invoices
19 1-Apr 0 Alice send TR software CDs for installation snail mail, CDs
2 1-Apr 1 Alice request Luisa search travels folder
4 1-Apr 3 Alice request Luisa register invoice data in travels file
5 1-Apr 4 Alice request Luisa compare invoice value with budgeted value excel, travels budget file
6 1-Apr 5 Alice request Luisa register invoice data in travels file excel, travels folder, travels file
13 1-Apr 12 Alice print PM course proposal file word, PM course proposal file
14 1-Apr 13 Alice store PM course proposal in short courses folder
word, course folder
11 1-Apr 1 Alice schedule outlook
when to provide information about POSI to bank
context name

41. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = travel arrangements

42. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
a1 = prof. Smith payment
a2 = contacts & calls
a3 = course budget
a4 = student scholarship
a5 = travel arrangements
5 a4
2
a3 1,3 a2 4 8
6 a5 7,9 a6 10 a10
a8
12
13
a9 11
14
context switches

43. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
recurrent information items & interactions
a1 = prof. Smith payment Prof. Smith Payment Context Support to POSI management Context
a2 = contacts & calls
a3 = course budget
a4 = student scholarship Alice
payment, payment requirements Alice's boss
a5 = travel arrangements request-accept inform-acknowledge
5 a4
2
a3 1,3 a2 4 8
6 a5 7,9 a6 10 a10
a8
12
13
a9 11
14
context switches

44. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
recurrent information items & interactions
a1 = prof. Smith payment Prof. Smith Payment Context Support to POSI management Context
a2 = contacts & calls
a3 = course budget
a4 = student scholarship Alice
payment, payment requirements Alice's boss
a5 = travel arrangements request-accept inform-acknowledge
context-based networks
a1/
pSxx
POSI document handling
prof. Smith payment a8/
5 a4 Prof. Smith a1/ lxx
abxx s
ent
2 a6/ tud Luisa
t es
a2/ lyy ida
Boss and
1,3 4
abyy SI c
a3 a2 8 calls for boss PO
a7/ a3/
mxx lxx
6 a5 7,9 a6 10 a10 POSI budget training and supervision
PM courses
a8
12
13
a10/ a9/
a9 11 myy Alice jmxx
14 Prof. M POSI meetings POSI budget ellaboration
Prof. JM
context switches

45. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Analysis
recurrent information items & interactions
a1 = prof. Smith payment Prof. Smith Payment Context Support to POSI management Context
a2 = contacts & calls
a3 = course budget
a4 = student scholarship Alice
payment, payment requirements Alice's boss
a5 = travel arrangements request-accept inform-acknowledge
context-based networks
a1/
pSxx
POSI document handling
prof. Smith payment a8/
5 a4 Prof. Smith a1/ lxx
abxx s
ent
2 a6/ tud Luisa
t es
a2/ lyy ida
Boss and
1,3 4
abyy SI c
a3 a2 8 calls for boss PO
a7/ a3/
mxx lxx
6 a5 7,9 a6 10 a10 POSI budget training and supervision
PM courses
a8
12
13
a10/ a9/
a9 11 myy Alice jmxx
14 Prof. M POSI meetings POSI budget ellaboration
Prof. JM
context switches
(1) request payment
recurrent action sequences (2) check payment requirements
(3) accept payment

46. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Integration
a1/
pSxx
POSI document handling
prof. Smith payment a8/
Prof. Smith a1/ lxx
abxx ts
a6/ den
lyy didate
stu Luisa
a2/
Boss abyy I ca
n
P OS
calls for boss a3/
a7/
mxx lxx
PM courses POSI budget training and supervision
a10/ a9/
myy Alice jmxx
Prof. M POSI meetings POSI budget ellaboration
Prof. JM

47. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Integration
a1/
pSxx
POSI document handling
prof. Smith payment a8/
Prof. Smith a1/ lxx
abxx ts
a6/ den
lyy didate
stu Luisa
a2/
Boss abyy I ca
n
P OS
calls for boss a3/
a7/
mxx lxx
PM courses POSI budget training and supervision
a10/ a9/
myy Alice jmxx
Prof. M POSI meetings POSI budget ellaboration
Prof. JM
recurrent action sequences:
(1) request payment
(2) check payment requirements tools (excel)
(3) accept payment
Alice's Strategy: payments
april, 2004
Receive Acknowledge Check Order Inform
ok? yes
request reception Requirements Payment Payment
no
Inform about Request
Requirements Requirement
Professor
Request Receive Receive
Send
Payment Request Ack. Payment
Requirements
Acceptance

48. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Integration
recurrent resource-related items
payment requirements
a1/ times = 6
pSxx
POSI document handling
prof. Smith payment a8/
Prof. Smith a1/ lxx
abxx ts
a6/ den
Luisa
Boss a2/
abyy
lyy didate
I ca
n
stu
resources
OS
a7/
calls for boss P
a3/
lxx
course grades and report
mxx
PM courses POSI budget training and supervision
co
ur
a10/ a9/ se
gr
myy Alice jmxx ad
Prof. M POSI meetings POSI budget ellaboration Prof. Smith
es
an
nt
Prof. JM d
re de s
tu oice Luisa
recurrent action sequences: po
rts
s v
in ate
did nts
professo n
(1) request payment performa
rs'
nce
ca ude
st
(2) check payment requirements
budgeting
tools (excel) Boss
pr opo
sals information
(3) accept payment cou
rse
coordina
tion Alice
budg
infor eting
mati
decisions on
Alice's Strategy: payments
april, 2004
Prof. M
Resource Network Prof. JM
Receive Acknowledge Check Order Inform
ok? yes
request reception Requirements Payment Payment
no
Inform about Request
Requirements Requirement
Professor
Request Receive Receive
Send
Payment Request Ack. Payment
Requirements
Acceptance

49. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Context Integration
recurrent resource-related items
payment requirements
a1/ times = 6
pSxx
POSI document handling
prof. Smith payment a8/
Prof. Smith a1/ lxx
abxx ts
a6/ den
Luisa
Boss a2/
abyy
lyy didate
I ca
n
stu
resources
OS
a7/
calls for boss P
a3/
lxx
course grades and report
mxx
PM courses POSI budget training and supervision
co
ur
a10/ a9/ se
gr
myy Alice jmxx ad
Prof. M POSI meetings POSI budget ellaboration Prof. Smith
es
an
nt
Prof. JM d
re de s
tu oice Luisa
recurrent action sequences: po
rts
s v
in ate
did nts
professo n
(1) request payment performa
rs'
nce
ca ude
st
(2) check payment requirements
budgeting
tools (excel) Boss
pr opo
sals information
(3) accept payment cou
rse
coordina
tion Alice
budg
infor eting
mati
decisions on
Alice's Strategy: payments
april, 2004
Prof. M
Resource Network Prof. JM
tasks:
Receive Acknowledge Check Order Inform
ok? yes
request reception Requirements Payment Payment
no
Inform about Request
(1) pay professors
Requirements Requirement
(2) manage relationship with professors
Professor
Request Receive Receive
Send
Payment Request Ack. Payment
Requirements
Acceptance

50. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Work Practices
inputOf task RelatedTo
governedBy
outputOf
resource inter-personal
RelatedTo context inter-personal constrain
rules or change
(de)Activate
share
employedIn
shared
choose
employ dyad activation
rules
interaction IS-A
Pattern memberOf
choose
trigger
relatedTo personal
flowOf employ person
activation
rules shared
commitments
action participateIn
communicative Pattern trigger
action types has
activate update
flowOf to--do update
IS-A Personal list
hasNested context
information employedIn
perform interactions
items
nº of actions vs contexts
update
groupingOf
obligation
use/produce action hasTwo
use types
event createdBy
hasType actions
IS-A
use happensAt communicative
IS-A
governedBy actions
dueAt
human
tools personal time point
resources
Telefone Email Email (printed) Fax Fax (printed)
rules dueAt
Others
Client Claims
Publicity 50.0
Joao Cardoso
Supplier Price Proposals
Substitute Products resource usage
Pending Orders 37.5
Maria Alvega
Pedro Cabrita Order Sales
Sandra Pereira Incomplete Supplies
Susana Gomes 25.0
Susana Pauleta Damaged Supplies
Order Status
New Orders
Containers 12.5
Supplier Contacts
Catalog Product Queries
0
Product Codes
João Cardoso
Maria Alvega
Pedro Cabrita
Susana Gomes
Susana Pauleta
Sandra Pereira
Provisioning
0
62.5
125.0
187.5
250.0
personalized action patterns

51. Introduction - Problem - Contributions - Methodology - Model - Method - Applications - Support - Conclusions
Human Multitasking
inputOf
task RelatedTo
inter-personal constrain
governedBy
outputOf rules or change
source
RelatedTo
inter-personal
(de)Activate
employedIn context
share
choose shared
employ dyad activation
rules
interaction participateIn IS-A
patterns
memberOf choose
trigger
relatedTo personal
flowOf employ person
activation
rules shared
commitments
action has
communicative patterns (de)activate trigger
action types update
Personal
to-do update
IS-A employedIn list
hasNested context perform
information flowOf interactions
items groupingOf update
hasTwo
use/produce action
hasType actions events
use types IS-A ObligationOf
use governedBy happensAt communicative
IS-A
actions
human dueAt
personal time point
resources tools
rules dueAt
switches
cgd team inform test results 19 m1
18 m011
17 m1
day 10 16 m3
15 m1 m8
14 m3 m81 m81
m1 4 13 m1 m5 m5 m3 m9
1 12 m4 m3 m51 m1 m81
11 m1 m6 m5 m6 m81 m8
10 m3 m5 m1 m5 m51 m1 m81 m3 m81
4 9 m4 m3 m3 m1 m3 m81 m6 m011 m8 m9 m8 m9
m5 m3 8 m1 m5 m5 m3 m51 m5 m81 m2 m5 m81 m1 m5 m10
7 m011 m012 m6 m1 m8 m8 m8 m1 m81 m81 m9 m8 m9 m8
6 m3 m4 m3 m3 m81 m2 m8 m81 m81 m3 m6 m10 m8 m1 m8 m5
5 m1 m5 m6 m1 m51 m81 m81 m3 m81 m011 m10 m81 m81 m81 m9 m8
4 m2 m4 m3 m3 m8 m3 m8 m81 m81 m8 m2 m8 m5 m8 m8 m81
3 m3 m5 m6 m1 m1 m81 m81 m3 m81 m3 m10 m81 m9 m1 m9 m8
2 m2 m1 m3 m3 m8 m1 m3 m8 m1 m8 m6 m1 m81 m10 m8 m81
1 m1 m3 m2 m1 m7 m3 m81 m81 m81 m81 m10 m10 m9 m9 m9 m9
6 7 9 10 14 15 16 17 20 21 22 23 27 28 29 30
DAYS
personal contexts
m1 = project management
m3 = integration tests
m5 = document association functions Activation Rules
if <conditions> then <updates>
Subject Nº Event Time Activate (Action To-do)
Mariana 2 antónio (-) request ellaborate report m1 ellaborate report
3 Every week weekly (6,10,15,23, 28) m1 propose team meeting
7 cg team(-) inform or request m3 perform test

52. Action Capture

53. Context Discovery

54. Context Visualization
carla's contexts
context statistics
keywords
(team meetings)
online messaging

55. Context Analysis
(dashboards)
Context Analysis

56. Context Analysis
(dashboards)
Context Analysis