DIAMOND-PATH FRAMEWORK Introduction to Service Science Jan Rosecký Outline ´Introduction ´Presentation aims ´Motivation ´Service Systems Reference Model ´Organization ´Predictive behaviour ´Universal modelling ´Meta-modelling ´Context-specific classification ´See – Recognize – Organize – Do ´Reflexion ´Usability ´Follow-up Efforts ´ Presentation Aims ´Introduce Diamond-Path Framework as is ´Initiate a discourse on usefulness ´Show current follow-up efforts, state-of-the-art Diamond-Path Framework What is it? ´Paradigm aimed to help understand and act in a service-system environment ´Theoretical concept ´4 diamond-shaped models Attention Focussing Cognitive Elements Agent-Team Organization Predictive Behaviour Diamond of Agent-Team Organization Goal Activity Agent Action Flow organizer member organizer member Goal Activity Agent Action Flow organizer member organizer member Goal Activity Agent Action Flow organizer member organizer member Goal Activity Agent GBS composite Action Flow organizer member organizer member Goal Activity Agent GBS composite R22 R11 Action Flow organizer member organizer member Goal Activity Agent GBS composite R22 R11 Diamond of Organization Summary ´Matrix-based organization: Action vs. Flow ´Activity vs. Action / Flow ´R-edges Action Flow organizer member organizer member Goal Activity Agent GBS composite R22 R11 forming / formed by occuring within solved by fulfilling addressing recorded in Identified within Model records. Agent wishes, defines, does. Composites R-edges Diamond of Predictive Behaviour ´Depicts the motivation of agents to DO ´Everything can be seen as a requirement ´Forming and being formed by behavioral patterns ´Models as a system memory Universal modelling •ad hoc, •non-formal •descriptions exists •experience from the past •base for process monitoring •comparing of projects •metrics for process and products quality measurement •capability of continual process improvement CMM How long does it take for regular ISs to adjust in order to support newly optimized processes? Current Modelling Tools 1.Current CASE tools, BPMT, PMT, … allow to record only such objects and relationships, which had their creators in minds in the time when they were developing the tool. 2.Objects and relationships, we focus on when modeling various aspects of business, are continually changing. 3.Problem of effective communication within any IT project lies nearly always on boundaries of capability of a given modeling tool (… thus the model doesn’t represent the reality appropriately) 4.Except of some isolated cases, there are only few ways to extend used MT by constructs which are needed for current specific requirements. 5.A problem arises in integration of some partial views into one common view. Meta-modelling ´Ability to develop and adjust domain-specific modelling tools ´Helps to construct the domain in terms comprehensible to domain experts ´Hierarchy of modelling tools How do we model reality in our heads? ´We identify... Object -s ...we find interesting ´Then, we find... Object ...between our... Relationship -s -s ´Each relationship can connect multiple objects... Object Relationship ...and each object can be present in multiple connections. Object Object Relationship Relationship ´Each relationship can connect multiple objects... Object Relationship ...and each object can be present in multiple connections. ´Which objects do we find interesting for modelling? Category Rule Relationship Operation Category Rule Relationship Operation Object P R R R R MENTION – USE duality Category Rule Relationship Operation Object P R R R R Diamond of Attention Focussing Diamond of Attention Focussing ´Objects and relationships between them ´Mention-use duality ´Modelling a modelling tool ´Referring to itself Category Rule Relationship Operation Object P R R R R Classification example Paris Juliet Romeo In love with In love with killing killing killing ´We can see that some connections are somehow similar – they belong to the same category: Paris Juliet Romeo In love with In love with killing killing killing ´It‘s possible to classify everything we see in the diagram. But how to classify our objects? Paris Juliet Romeo In love with In love with killing killing killing ´We could certainly divide the objects to men and women: Paris Juliet Romeo In love with In love with killing killing killing ´But won‘t it be more useful to show, which chatacter belongs to the house of Montague and which one to the house of Capulet? Paris Juliet Romeo In love with In love with killing killing killing ´It probably depends on a context – a mental model we want to build. Sometimes, both categorizations may be useful: Paris Juliet Romeo In love with In love with killing killing killing Classifications are blurred Good or bad? CI-connection Category Item Certainty ´Items (= objects as such, not their constructs) belongs to a category with a given certainty CI-connection Category Item Attention ´The fact is manifested with a certain attention in a given context Context Manifestation Romeo killing Romeo Romeo belonging to Monteques Juliet killing Juliet Juliet belonging to Capulets Romeo in love with Juliet and and Resulting in Fact1 Fact2 Fact3 Story plot Belonging to ´In some cases, it might be also useful to mention non-trivial concepts – contexts, categories, classifications or manifestations R-edges CI-connection Category Item R-edges Context R R R R Manifestation CI-connection Category Item Context base Context R R R ´Context serves as a model. The base edge defines the set of categories to classify its items to R Manifestation Entity Attribute Cardinality Participants Associative entity Entity attributes Name Relationship Example modelling tool: ERD ´Forms category base for: Entity Attribute Cardinality Participants Associative entity Entity attributes Person Name Date of birth Phone no. Name Relationship ´Here is a little more complex example of a model created in modelling tool above. Entity Attribute Cardinality Participants Associative entity Entity attributes Person Name Date of birth Phone no. Name Relationship Working in Company Name Id * * Customer -name: string -address: string -invoices: Invoice[] Invoice -cust: Customer -good: string -amount: int -singlePrice: float -getTotal (): float -print(): void 0..* 1 Customer Invoice Invoice: Item Entity: Category Class: Category Invoice as Class: CI-connection Invoice as Entity: CI-connection Class diagram 1: Context ERD 1: Context Class diagram 1 ERD 1 Inv. As Class in CD1: Manifestation Inv. As Entity in ERD 1: Manifestation Interconnected models ´The same object classified to different categories, manifested in different context Diamond-Path Framework Overview Attention Focussing Cognitive Elements Agent-Team Organization Predictive Behaviour CI-connection Category Item Context R R R R Manifestation Category Rule Relationship Operation Object P R R R R Action Flow organizer member organizer member Goal Activity Agent GBS composite R22 R11 Reflection ´Do you find it interesting? ´And useful? ´Why has it remained a pure theoretical concept? ´Is it too complex? Follow-up Efforts ´Several academical works, none has made it to the business practice ´...with one exception GridMind ´Simulation environment designed to benchmark technological solutions of future-energy grids ´Combines objects on various levels of abstraction ´Comprises a number of mental contexts: distribution network, communication network, information scope, devices, technical processes, ... ´Very complex, difficult environment – worth systematical thinking