CONTINUOUS IMPROVEMENT OF GLOBAL SERVICE DELIVERY AUGMENTED WITH SOCIAL NETWORK ANALYSIS

摘要

Improving global service delivery by augmenting with social network analysis, may comprise identifying social network metrics and key performance indicator metrics; collecting data associated with the social network metrics and the key performance indicator metrics, from on-going work performed in the global service delivery and a social network of practitioners; transforming the data into measurable metric data; determining whether a deviation exists in the measurable metric data; and generating an actionable recommendation in response to determining that the deviation exists.

主权项

1. A system for improving global service delivery by augmenting with social network analysis, comprising:
one or more processors; a data collection subsystem operable to execute on the one or more processor, and further operable to instrument code to collect data associated with pre-identified social network metrics and key performance indicator metrics; a data transformation subsystem operable to execute on the one or more processor, and further operable to transform the data into measurable metric data; a data analysis subsystem operable to execute on the one or more processor, and further operable to determine whether a deviation exists in the measurable metric data; and a recommendation subsystem operable to execute on the one or more processor, and further operable to generate an actionable recommendation in response to determining that the deviation exists.