edge to enterprise midtermdraft 2

7/29/2019 Edge to Enterprise MidtermDraft 2

http://slidepdf.com/reader/full/edge-to-enterprise-midtermdraft-2 1/19

Partnership for Performance

CSE 788.10 - Spring ‘12

EDGE TO ENTERPRISE

Midterm Presentation

Team: Arati Mahimane, Rachit Sood, Cynthea Godwin

Sponsor: Chaitanya Shivade



Idea


Enterprise providingService

Bridge theGap !

People voicing their opinions



Feedback Loop




Details


PROBLEM STATEMENT

The project deals with building a tool that would allow an enterprise to gainperspective into the as-is condition of its services , based on feedback on each service

obtained from real world sources.

VISION

We envision the tool as one that allows the enterprise to process the real world sourcesand extract pertinent information about its services , which will show how the

enterprise is doing as a provider of a particular service.

SCOPE

To limit the scope of this exercise , we present a methodology to extract pertinentinformation from the Letters to editor section in a local newspaper (feedback source)

about services provided in the Healthcare (service sector) by the City of Columbus

(enterprise).



Innovation


Our research answers the age old question that troubles every decision maker in a large

service oriented enterprise:How is the company doing and where can we improve?

We use the “letters to the editor” section of the newspaper to gain the as-is perspective

because it accurately represents how the public feels about a service that the city

(enterprise) provides.

There are multiple facets of this exercise where innovative approaches are needed:

• Extending existing CBM.

• Natural Language Processing: to process the letters.

• Sentiment Analysis: to get the intent of the letter.

• Processing the outputs into a format that is usable by other applications.

• Extensibility into other services of the enterprise.

• Scalability when dealing with large enterprises and complex services.



Stakeholders


• Gain greater insight into various health related problems faced by the citizens.

• Study of service feedback helps improve the treatment provided.

• Channel resources into the sector that needs most attention.• Helps identify services that need immediate attention.

Healthcareproviders

• Helps determine health of current systems.

• High-level, prioritized view of what needs attention in the enterprise.

• The city can model its services better and utilize resources in a better way.

• Aids in decision making at a high level.

City of Columbus

• The people of the city would feel that their voices are heard and that someaction was taken to alleviate their grievances which in turn would lead tosatisfaction.

Citizens / Public /

Population

• The newspaper could become the official mode of communication betweenthe city and the citizens. There could be some incentives for the newspaper asa direct consequence.

ColumbusDispatch



Examples




So what do people generally talk about?

• Politics

• Sports• Drug Problems

• Medicare / Obamacare

• Rising fuel costs

• Recent incidents

• Female Rights• Inabilities of the newspaper

• Other letters in the newspaper

• Achievements

• City services

• Experiences with healthcare / doctors

• Health hazards



Framework

City Of Columbus


Accountability Levels:

A simple framework for separating strategic decisions

(direct), management checks (control) and business

actions (execute).

Business components:

individual business modules that play a

defined role within the organization.

Core competencies of the enterprise



IDEF0

A0

Classifier Tool +

Sentiment Analyzer

NODE: NO.:TITLE:

CBM

Newsletter for citizens

Web Application /

Information System for

Enterprise

Services provided

by the Enterprise

Letters to the Editor

Initial CBM model

OntologiesDomain Specific / Open

World Standards

Enhance

CBM




IDEF3

Using Openworld

standards

Using Part-Of-Speech Tagger

Using Wordnet

By calculatingsentiment score




Risks

Risks Resolved:

Future Risks:


Incorrect Source

• Letters may notbe acomprehensivesource of information

Copyright Issues

• Newspaperrefuses to co-operate due tocopyrightissues

Trust Issues

• There may betrust issuesfrom the clientside i.e. thehealthcareprovider

False Indicator

• Citizenresponses maynot reflectactual serviceperformance

Correctness of Results

• Analysis maygo wrong or wemight not beable toconclude thesentiment

Scope not welldefined

• Scopenarrowed tohealthcaredomain

Visualization notclear

• HCI finalized



Output

The output will be in the form of :

1) Newsletter for citizens

2) Web Application / Information System for the Healthcare provider

3) Enhanced Component Business model for the City of Columbus




Basic Structure of the Newsletter which is sent out by the enterprise to the public

What the public is talking about?

Will this affect you directly or Indirectly ?

Why is this important to your health?

What will we do next ?

Output #1 Newsletter




facebook like structured data( shows the events and latest news )

multi level real time ticker

will show facilities,

current statistics


Output #2



each level would show you

how the feedback relates to

your enterprise

The enterprise looks at the

page to see what is being saidand what they are doing aboutit right now so this is more of a AS IS /planning tool




Project Plan

Tasks Accomplished:

1. Literature Survey

2. Finalized HCI

3. Defined Overall System Flow

4. Decided the tools to be used for analysis

Tasks Planned:

1. Implementation and Testing

2. Final revisions to the Project Report




References

[1] Identifying what should be changed - How public officials and military leaders can choose

wisely : IBM Corporation

[2] Chaitanya Shivade, Farha Mukri, Rajiv Ramnath, Jay Ramanathan. Method for Continous Generation of CBM Heat Map Using Execution Data for Complex Service Enterprise.

[3] Feedback Statement 11/2 in Summary. Consumer complaints: Feedback on DP10/1: Financial

Services Authority.

[4] Brendan O’Connor , Ramnath Balasubramanyan, Bryan R. Routledge, Noah A. Smith. From Tweets to Polls: Linking Text Sentiment to Public Opinion Time Series.

[5] Rhian Silvestro. Applying gap analysis in the health service to inform the service improvement agenda

[6] Aron Culotta. Towards detecting influenza epidemics by analyzing Twitter messages.

[7] Gregg G. Van Ryzin. Expectations, Performance, and Citizen Satisfaction with Urban Services.

[8] Michael J. Paul and Mark Dredze. You Are What You Tweet: Analyzing Twitter for Public Health




Thank you!


edge to enterprise midtermdraft 2

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