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Activity Number:
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16
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Type:
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Topic Contributed
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Date/Time:
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Sunday, August 6, 2006 : 2:00 PM to 3:50 PM
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Sponsor:
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Section on Physical and Engineering Sciences
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| Abstract - #306650 |
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Title:
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Improving Service Delivery Process
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Author(s):
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Wen-Hua Ju*+ and Lorraine Denby and James M. Landwehr
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Companies:
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Avaya Labs Research and Avaya Labs Research and Avaya Labs Research
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Address:
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233 Mt. Airy Road, Basking Ridge, NJ, 07920,
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Keywords:
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Abstract:
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A primary goal is to understand the actual flow of multiple processes to resolve problems in a large, complicated service environment from detailed event log data. Based on these flows and their comparisons with the intended---or ideal---process maps, we measure appropriate process components and use the results to monitor and help improve the overall service delivery process. We developed specialized algorithms to process data extracted from the underlying databases and turned the results into useful, relevant information. We also developed many graphical tools to display the information at various levels of granularity appropriate for audiences interested in different aspects of the multiple processes.
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