A Service Quality Management Oriented Enterprise Modeling And Data Warehousing Approach

With the flourishing of the global service economy, service quality management isimperative than ever to those enterprises who earn customers’ trust and expand marketshare to gain sustaining development through high quality services. Enterprises usuallyinitialize their Information System solution with avoidance of realizing the explosion ofboth the volume of business and the Service Economy. Using a Departmental-fragmentedInformation System, data analysis tasks consume a lot of time and resources forcross-department coordination. It is crucial for enterprises with growing volume ofbusiness to take enterprise modeling and decision support oriented Data Warehousingtechniques for service quality information integrating management and further forbusiness intelligence.This study is driven by the integrated information management requirement of anenterprise providing G2B information systems service. Firstly, we carry a case analysisfor the enterprise and data warehouse modeling and employed the interviewing methodto collect data. Secondly, we adopt ARIS based enterprise modeling technique toestablish the organization view, process view, function view and control view for theenterprise, and optimize the enterprise model based on an integrated data store andmanagement method. Further, we build the data warehouse for service qualitymanagement utilizing the multi-dimensional modeling methodology. In this phase, aworkflow modeling based data warehousing technique is proposed to improve thewarehousing process. We design the fact tables, dimensional tables, handle the changingdimensions and design several data marts for special management issues. At last, aprototype system is developed and real practice data is extracted, transformed, andloaded to verify the decision supportive function of the data warehouse.This study is conducted strictly following the design science paradigm and threeartifacts are designed: an ARIS based enterprise model, a workflow model based datawarehousing method and a service quality management oriented data warehouse. Theartifacts are validated through a decision supportive simulation process using realpractice data. This paper has both theoretical and practical implications for integratedservice quality information management and business intelligence.