Customer Enquiry Management in a Global Competitive Context: A Comparative Multi-Case Study Analysis

Business-to-Business (B2B) relationships, such as between a manufacturer and a customer, are increasingly important during the Customer Enquiry Management (CEM) process, particularly so for non-Make-To-Stock (non-MTS) companies operating in industrial markets. Few empirical studies have explored the CEM practices adopted by firms in practice. A study of the Italian capital goods sector by Zorzini et al. (2007) is a recent exception. Moreover, most studies have approached CEM from a cross-department integrated perspective but in the digital economy, and with globalization, outsourcing and extended supply chains, CEM needs to be approached from a broader supply chain-oriented perspective, incorporating B2B exchanges. This paper builds on the study by Zorzini et al. (2007) by conducting multi-case study research with seven UK-based companies in the capital goods sector, including three sales and support companies with offshore manufacturing. By adopting a cross-national research perspective, it assesses whether the proposed theory applies to other capital goods firms outside Italy. By also adopting a supply chain perspective of CEM it investigates current industry practice in B2B markets and explores whether cross-functional coordination and formalization issues can be extended into a global context. Evidence from the UK generally supports prior theory, confirming links between high levels of coordination, formalization of the CEM process and improved performance. Some refinements are proposed, for example, in order to make the theory suitable for a global context. The characteristics of a supply chain are important factors that affect CEM. This research has managerial implications for improving the CEM process in non-Make-To-Stock (non-MTS) capital goods companies from both an intra and an inter-organisational (B2B) perspective. Coordination with partners along the supply chain is needed at the enquiry stage and constraints linked to global customers should be considered when structuring the

Semantics of trace relations in requirements models for consistency checking and inferencing

Requirements traceability is the ability to relate requirements back to stakeholders and forward to corresponding design artifacts, code, and test cases. Although considerable research has been devoted to relating requirements in both forward and backward directions, less attention has been paid to relating requirements with other requirements. Relations between requirements influence a number of activities during software development such as consistency checking and change management. In most approaches and tools, there is a lack of precise definition of requirements relations. In this respect, deficient results may be produced. In this paper, we aim at formal definitions of the relation types in order to enable reasoning about requirements relations. We give a requirements metamodel with commonly used relation types. The semantics of the relations is provided with a formalization in first-order logic. We use the formalization for consistency checking of relations and for inferring new relations. A tool has been built to support both reasoning activities. We illustrate our approach in an example which shows that the formal semantics of relation types enables new relations to be inferred and contradicting relations in requirements documents to be determined. The application of requirements reasoning based on formal semantics resolves many of the deficiencies observed in other approaches. Our tool supports better understanding of dependencies between requirements

TEMPOS: A Platform for Developing Temporal Applications on Top of Object DBMS

This paper presents TEMPOS: a set of models and languages supporting the manipulation of temporal data on top of object DBMS. The proposed models exploit object-oriented technology to meet some important, yet traditionally neglected design criteria related to legacy code migration and representation independence. Two complementary ways for accessing temporal data are offered: a query language and a visual browser. The query language, namely TempOQL, is an extension of OQL supporting the manipulation of histories regardless of their representations, through fully composable functional operators. The visual browser offers operators that facilitate several time-related interactive navigation tasks, such as studying a snapshot of a collection of objects at a given instant, or detecting and examining changes within temporal attributes and relationships. TEMPOS models and languages have been formalized both at the syntactical and the semantical level and have been implemented on top of an object DBMS. The suitability of the proposals with regard to applications' requirements has been validated through concrete case studies

Designing Normative Theories for Ethical and Legal Reasoning: LogiKEy Framework, Methodology, and Tool Support

A framework and methodology---termed LogiKEy---for the design and engineering of ethical reasoners, normative theories and deontic logics is presented. The overall motivation is the development of suitable means for the control and governance of intelligent autonomous systems. LogiKEy's unifying formal framework is based on semantical embeddings of deontic logics, logic combinations and ethico-legal domain theories in expressive classic higher-order logic (HOL). This meta-logical approach enables the provision of powerful tool support in LogiKEy: off-the-shelf theorem provers and model finders for HOL are assisting the LogiKEy designer of ethical intelligent agents to flexibly experiment with underlying logics and their combinations, with ethico-legal domain theories, and with concrete examples---all at the same time. Continuous improvements of these off-the-shelf provers, without further ado, leverage the reasoning performance in LogiKEy. Case studies, in which the LogiKEy framework and methodology has been applied and tested, give evidence that HOL's undecidability often does not hinder efficient experimentation.Comment: 50 pages; 10 figure

Improving automation standards via semantic modelling: Application to ISA88

Standardization is essential for automation. Extensibility, scalability, and reusability are important features for automation software that rely in the efficient modelling of the addressed systems. The work presented here is from the ongoing development of a methodology for semi-automatic ontology construction methodology from technical documents. The main aim of this work is to systematically check the consistency of technical documents and support the improvement of technical document consistency. The formalization of conceptual models and the subsequent writing of technical standards are simultaneously analyzed, and guidelines proposed for application to future technical standards. Three paradigms are discussed for the development of domain ontologies from technical documents, starting from the current state of the art, continuing with the intermediate method presented and used in this paper, and ending with the suggested paradigm for the future. The ISA88 Standard is taken as a representative case study. Linguistic techniques from the semi-automatic ontology construction methodology is applied to the ISA88 Standard and different modelling and standardization aspects that are worth sharing with the automation community is addressed. This study discusses different paradigms for developing and sharing conceptual models for the subsequent development of automation software, along with presenting the systematic consistency checking methodPeer ReviewedPostprint (author's final draft

A semantically adaptable integrated visualization and natural exploration of multi-scale biomedical data

The exploration of biomedical data which involves heterogeneous sources coming from different spatial scales and medical domains is a challenging topic in current research. In this work, we combine efforts regarding multi-scale visualization, multimodal interaction and knowledge formalization for the exploration of multi-scale biomedical data. The knowledge formalization stores and organizes the information sources, the integrated visualization captures all relevant information for the domain expertise of the user and the multimodal interaction provides a natural exploration. We present a concrete example of use of the proposed exploratory system designed for a biologist investigating multi-scale pathologies.This work was supported from the EU Marie Curie ITN MultiScaleHuman (FP7-PEOPLE-2011-ITN, Grant agreement no.: 289897). The authors would like to thank all the partners for providing biomedical data sets.info:eu-repo/semantics/publishedVersio