Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools
Lecture Notes in Computer Science
DE PAULA, ROGÉRIO
Data-Driven Analytical Tools for Characterization of Productivity and Service Quality Issues in IT Service Factories
Using Social Analytics for Studying Work-Networks: A Novel, Initial Approach
Designing an enterprise social tool for cross-boundary communication, coordination, and information sharing
Journal of Service Research
Claudio Santos Pinhanez
Vagner Figueredo de Santana
Victor Fernandes Cavalcante
Ana Paula Appel
Paul Dourish
Carolina S. Andrade
CLever Project
State the Essence Project
Organization Memory & Organizational Learning Research Project
IBM Research - Brazil.