Inbound call center operations are challenging to manage; there is considerable uncertainty in estimates of arrival rates, and the operation is often subject to strict service lev...
Thomas R. Robbins, Terry P. Harrison, Deborah J. M...
— Change management is one of the most critical processes in IT management. Some of the reasons are the sheer number of changes and the difficulty of evaluating the impact of cha...
Process-driven service-oriented architectures (SOA) need to cope with constant changing requirements of various compliance requirements, such as quality of service (QoS) constraint...
Ernst Oberortner, Uwe Zdun, Schahram Dustdar, Agni...
The impact of Model-Driven Software Development in Web Engineering has given raise to the advent of Model-Driven Web Engineering, a new approach for Web Information Systems develop...
Juan M. Vara, Valeria de Castro, Marcos Didonet De...
Conceptual models are an important repository for knowledge in companies and public institutions. The retrieval of this knowledge can prepare reorganisations projects and support I...