=Paper=
{{Paper
|id=Vol-1427/paper11
|storemode=property
|title=Conceptual Design and Evaluation of Maintenance Management Information System
|pdfUrl=https://ceur-ws.org/Vol-1427/paper11.pdf
|volume=Vol-1427
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==Conceptual Design and Evaluation of Maintenance Management Information System==
https://ceur-ws.org/Vol-1427/paper11.pdf
Conceptual Design and Evaluation of Maintenance Management
Information System
Bekim Fetaji Majlinda Fetaji, Ahmed Miftari Mirlinda Ebibi
South East European University South East European University International Balkans University
Contemporary Sciences and Contemporary Sciences and Computer Science Faculty
Technologies, 1200 Tetovo, Technologies, 1200 Tetovo, Skopje, Macedonia Sci 88088
Macedonia Macedonia m.ebibi@ibu.edu.mk
b.fetaji@seeu.edu.mk m.fetaji@seeu.edu.mk,
am21468seeu.edu.mk
common understanding and analysis of a business
process. A process model can provide a comprehensive
understanding of a process. Business Process modeling
Abstract is at the core of each of these approaches [Bro10]:
The goal of the research study is the analyses • Business Process Reengineering (BPR)
of published research on business process • Business Process Management (BPM)
modeling and then conceptually design a • Activity Based Costing (ABC)
business process model for Management • Business Activity Monitoring (BAM)
Information system for Maintenance in South The arrival of modeling standards is now resulting
East European University (SEEU). in the rationalization of process analysis methods and
Maintenance of facilities represents more the creation of a knowledge base that can be shared by
services such as: recording of defects, market participants. Substantial progress has been
reconstruction of defects, warehouse, budget, made in business process standardization.
regular checkups, flexible overtime, etc and However, it is clear that the wide range of domain
therefore classical ways to manage it do not covered by business process modeling requires more
meet the needs of University and there is a that a single compacted standard. This study attempts
need for electronic services. The research to present the current status and the need to embrace
study aim is to present coherent ways to the multiple dimensions of business process
transform and to improve the old way of approaches. The perspectives given in the report of ISO
workflow of processes and maintenance with standards [Dum13] are based on MEGA customer
new changes and its integration with other experience and are analyzed as such. Business Process
electronic services. The research study Model and Notation (BPMN) is the global standard for
investigates the need for implementing process modeling and one of the most important
Management of Maintenance, analyze the components of successful Business-IT-Alignment.
current state, design “SEEU Maintenance” BPMN has been primarily developed to support
model and evaluate it. The 3 (three) study technical implementation of processes ("Process
hypothesis have been investigated and Automation"). The more important the IT is in a
statistically analyzed. Insights and company, the more helpful the use of BPMN becomes.
recommendations are provided. Maintenance is crucial for a university.
Maintenance of facilities represents more services such
Keywords as: recording of defects, reconstruction of defects,
Management Information system, Enterprise Resource warehouse, budget, regular checkups,etc and therefore
Planning, Maintenance, conceptual design. classical ways to manage not meet the needs of
organizations and the industry so there is a need for
electronic services. Therefore the study focused on
1. Introduction investigating new coherent ways to transform and to
improve the old way of workflow of processes and
Business process modeling (BMP) enables a
maintenance with new changes and its integration with
Copyright © 2015 for the individual papers by the papers' authors.
other electronic services in University.
Copying permitted only for private and academic purposes.
In: A. Bădică, M. Colhon (eds.): Proceedings of the 2015 Balkan 2 Literature Review
Conference on Informatics: Advances in ICT
69
There’s a broad published literature reviewed on hand over the system to maintainers, but rather ensures
business process modeling. The term “business that the software project is controlled and that a
process” is often used in relation to very different types structured and coordinated approach is used to transfer
of projects. Of these, we are addressing the following the software to the maintainer. In this process, the
three according to [Nel12]: maintainer will focus on the maintainability of this new
• The creation of a customer-oriented business software, and it means that a process is implemented to
management method. This means running the company follow the developer during the system development
via its business processes or value chains. life cycle. Once the software has become the
• The creation of procedures to oversee the responsibility of the maintainer, the Event and Service
organization’s operations. Request Management process handles all the daily
• The integration of IT resources using a business issues, Problem Reports, Modification Requests, and
process approach. support requests [IIB09], [Men07]. These are the daily
According to [Ald11] BPM helps divide complex services that must be managed efficiently. The first
business processes into smaller, less complex sub- step in this process is to assess whether a request is to
processes. [San12] Declares that BPM makes it easier to be addressed, rerouted, or rejected (on the basis of the
understand the business process and achieve the SLA and the nature of the request and its size) [Bro10].
desired outcome. Supplier agreements is concerned with the
In planning a company’s operations, one factor is the management of contractual aspects (i.e.escrow,
relationship between strategy and business processes. licenses, third-party) etc.
For example, a bank can decide to focus on the Accepted requests are documented, prioritized,
financial products market over the retail banking assigned, and processed in one of the service
market. The business process “Provide financial categories:
products” thus becomes the bank’s major value added 1)Operational Support process (which typically does
product line. Bank operations must be reorganized not necessitate any modification of software);
according to this business process so that each branch 2)Software Correction process; or
focuses on satisfying customers who buy financial 3)Software Evolution process.
products. Certain service requests do not lead to any
According to [San12] Standards for analyzing business modification of the software [Men10]. In the model,
processes must meet certain criteria that apply to any these are referred to as operational support activities,
modeling standard: and these consist of: a) replies to questions; b)
• An intuitive notation that is easily adopted for use by provision of information and counseling; and c)
those involved with business analysis: a good diagram helping customers to better understand the software, a
is worth a thousand words. transaction, or its documentation. The next primary
• A metamodel and vocabulary—a group of concepts processes as discussed from [Ald11] concern the
and relationships—that are strictly and consistently Version Management process that moves items to
defined to provide a solid foundation for the various production, and the Monitoring and Control process,
business process approaches. ensuring that the operational environment has not been
• A breakdown of the metamodel and notation for each degraded. Maintainers always monitor the behavior of
level of analysis of business processes: value chain, the operational system and its environments for signs
organization, and IT integration. This breakdown must of degradation. They will quickly warn other support
be accompanied by a mechanism for navigating groups (operators, technical support, scheduling,
between the different levels of analysis. networks, and desktop support) when something
• An exchange format for both the process models and unusual happens and judge whether or not an instance
their diagrams. of service degradation has occurred that needs to be
The key operational processes (also called primary investigated. The last primary process addresses
processes) that a software maintenance organization rejuvenation activities to improve maintainability,
uses are initiated at the start of software project migration activities to move a system to another
development, beginning with the Transition process environment and retirement activities when a system is
[Bre07]. decommissioned [Bru13], [Deb06].
This process is not limited, as is the case with some
standards [Bor09], to the moment when developers 3 Research Methodology
70
The research methodology involved fundamental 1. Register Materials received from Supplier
research and representation design of the workflow of 2. Alarm Quantity
processes in SEEU and the strategy that will be used 3. List in grid view with quantity for each material in
throughout this work is given below. In general the warehouse
research study aim is to present coherent ways to 4. Order for materials that are near to end
transform and to improve the old way of workflow of 5. Received Order
processes with new changes and its integration with 6. Edit materials according to the tasks – according
other e-services of SEEU and my SEEU. to the task employee will take materials
The following research question were studied: 7. Reports
1. How to improve the current workflow of processes Maintenance
in maintenance of south East European University?
1. Define Category
2. What are the potential benefits from implementing
2. Create activity(Help Desk)
Management of Maintenance?
3. Which aspects of the organization will be affected? 3. Periodic Activity
Main Hypothesis: If we use one new system design of 4. View Activity
the process workflows that represent a coherent way to 5. Reports
transform the old way of maintenance management in Task List
the form of e-service we will have better management 6. Task list in grid view
of maintenance. 7. Alarm notification for open tasks
Independent variable: New System Overtime
Dependent variable: Management of Maintenance 8. Define employee payment for overtime
Indicator: Current situation, review of existing 9. Add overtime
documentation 10. Reports
H1: If we use a new system for recording costs then we Budget
will have better management of maintenance which can 11. Define Budget category and subcategory
be measured by the reduction of the costs. 12. Define budget value for categories
Independent variable: a new system for recording 13. Register costs
Dependent variable: Management of Maintenance 14. Reports
Indicator: Difference in costs
H2: If we use such a system for alarms (periodic tasks) The warehouse page is used only from maintenance
then we will have better management which can be department, all materials are registered in database
measured by the number of forgotten tasks in past. from SEEU Campus Warehouse and they are defined
Independent variable: Systems for alarms (periodic as standard materials, if the maintenance department
tasks) needs for material that is not standard then informs
Dependent variable: Management of Maintenance SEEU Campus Warehouse with activity in task list.
Indicator: Reduction of forgotten tasks to zero
H3: If the current state of materials in the warehouse TABLE 1. Register received materials from
will be followed then the optimal quantity of materials Main Warehouse
will be under control.
Independent variable: New Systems No. Fields Data Type/ Short
Dependent variable: Management of Maintenance Description
Indicator: Optimal quantity of materials.
1 ID Text Box - Disabled
4 The Business Process Model 2 Date Text Box – dd.mm.yyyy
Management of Maintenance “SEEU 3 Material Drop Down List – Materials
Maintenance” Table in DB
“SEEU Maintenance” model has the following 4 Quantity Text Box – Number
structure: 5 Supplier Text Box – automatically
Warehouse
71
from Materials Table in DB (message on page) and should make new order to
SEEU Campus Warehouse, also row in grid view
6 Price Text Box – from Materials which display materials which quantity is equal with
Table in DB alarm quantity will have red color background.
1.1 Alarm Quantity for all materials 1.3 Order to SEEU Campus Warehouse for
materials that are near to end.
For each material in this page will set alarm quantity,
this means that when a quantity of material in After user will receive quantity alarm for any material
warehouse will be equal with alarm quantity which is in warehouse should make new order to SEEU Campus
defined in this page we will receive notification that Warehouse which is main warehouse, making new
should make new order for that material. order page.
TABLE 2. Set alarm quantity a. ID – Text Box: text box will be disabled and will
get automatically value .
No. Fields Data Type/ Short b. Date – Text Box: textbox will be disabled and
Description will gate today date automatically.
1 ID ID Number c. Material – Drop Down List: user will select
material from list .
2 Material Drop Down List- d. Quantity – Text Box: user will write material
quantity for order.
automatically from e. Received Date – Text Box: user will write date
Materials Table in DB when they need to receive a material from order.
f. Description: user can write description for
3 Alarm Quantity Text Box -Number material or something else.
g. Status –Text Box: when we are making new order
for any material status automatically will have
2. ID – Text Box: this text box will be disabledd and value Open and when we will receive that
will get automatically value material status will change from Open to Close
3. Material – Drop Down List: user will select material
from list NOTICE: SEEU Campus Warehouse (main
4. Alarm Quantity – user will set alarm quantity for warehouse) will receive order like a regular task in
material (number) their task list. If needed material is not standard then
user will select in drop-down list material with name
1.2 List in grid view with quantity for each material “other” (which previously should register in DB Table
in warehouse. of materials like e material category) and in description
text box will write name and description about material
This page will use only like a report for quantity for that they need.
each material in warehouse.
5. ID –:text box will be disabled and will get value 1.4 Received Order
automatically(from 1 to number of materials)
6. Material – Name of material After that we make new order for material and we
7. Quantity – Sum of all materials that are received receive that material in Maintenance Warehouse by
minus all materials that are taken from warehouse help of this page we should register received order,we
Example: A = sum of all quantity that are received need to register date when order is received and
B = sum of all materials that are taken description for order. NOTICE: If the order received is
C = quantity in warehouse, C= A-B not the same with our order than should write textual
description in the text field dedicated for that.
NOTICE: If Quantity of materials is equal with Alarm
Quantity than user will receive alarm message
72
Figure 2: Business Process Model: Maintenance –
Warehouse – Process Process
Task List – Process
Figure 1: Business Process Model: Warehouse –
Process Figure 3: Business Process Model: Task List – Process
Maintenance – Process
Overtime – Process
73
Figure 4: Business Process Model: Overtime – Process 3.28), therefore H3 is accepted. The relationship
between perceived ease of use and attitude (β = 0.08; t
Budget – Process = 0.92) is found not to be significant, therefore H3 is
rejected.
Table 3. Hypothesis results
Hypothesis Effect T-value Results
H1 PU -> BI 4.39 Accepted
H2 PU -> A 3.41 Accepted
H3 PEU -> PU 3.28 Rejected
Table 4. Correlation of reliability of Management
Information System with IT Skills level and have a
computer at home
IT Skills level
Benefits of 1 2 3
using the intermediat
low e advanced
developed e-
service What is the benefit of using the new
system developed system?
yes No yes no yes no
Figure 5: Business Process Model: Budget – Process
Unsatisfactor 1.5
y 1.8% %
5 Results of Hypothesis Testing 1.5
Satisfactory 10% 6% %
Within the study used the questionnaire as evaluation
method to asses the hypothesis. The sample size was Good 8.1% 3.1%
22 participants. We have used the analysis of variance 1.7 12.7
(ANOVA) which is a collection of statistical models Very good 1.7% % 15.7% %
used in order to analyze the differences among group 23.00 15.5
means and their associated procedures. The statistics Outstanding 1.5% % %
distribution is given in the tables below. 23.10 1.70 47.80 3.0 28.2 0.0
Total % % % 0% 0% 0%
Regarding the hypothesis one (H1) and hypothesis two
(H2) which are about the effect of perceived usefulness
(PU) on behavioral intention (BI) and attitude (A) the TABLE 5.
results are as follows: perceived usefulness (PU) is Attitude expressed through level of satisfaction towards
positively related to behavioral intention (BI) (β = 0.39; process modeling
t = 4.39), therefore H1 is accepted. Perceived
usefulness has a positive influence on attitude of social Level of
X1 X2 X3
Satisfaction
media (β = 0.34; t = 3.41), therefore H2 is found to be
significant and it is also accepted. Unsatisfactory 11% 8% 6%
For the hypothesis three (H3) effect of perceived ease
Satisfactory 17% 17% 18%
of use (PEU) on perceived usefulness (PU) and attitude
the results are as follows: perceived ease of use is Good 14% 19% 14%
positively related to perceived usefulness (β = 0.29; t =
74
Very Good 45% 24% 31% that the paper "Seven process modeling guidelines
(7PMG)" has been cited more than 250 times already
Outstanding 12% 32% 31% since it was published only several years ago. Clearly,
only seven guidelines can not cover everything that a
“The level of attitude towards you are in-time: modeler needs to know. For example, this particular
informed, you can have access to all needed paper does not tell how to decompose a business
information”. They were given five options to answer: process model - only that is need to be decomposed it
Unsatisfactory(1); Satisfactory(2); Good(3); Very beyond a certain size of the model. Also, more research
Good(4) and Outstanding(5). In order to investigate is needed with respect to quality metrics. In particular,
that, we had specific indicator questions marked as: the analysis of the results reveals that a large amount of
X1 - You get information in time. research on metrics is not addressing guidelines and
X2- You are informed about the status of each vice versa.
process in time/ at any time. Existing quality metrics would need a critical review to
X3 – You are informed about each new process in make them applicable as a measurement to evaluate the
time/ at any time. outcome of applying guidelines.
The devised strategy proposed is continuous
improvement, module by module. Any new software
6 Conclusions refresh is preceded by the user definition of the
The conclusion based on the review analyses is that business process; thus the users drive development of
guidelines to improve the understand-ability of the improvements.
business process models are very important. They Based on the literature review, as the most significant
should be focused primarily on efficiency of modeling steps toward implementing and developing a successful
and should be described in a structured way using management system are the users involvement in the
graphs and textual description. The realized research business process analyses and acceptance of its
on the quality of the modeling process is quite scattered processes, deciding which of the multiple features
because of the many factors and its multidimensional should be implemented, in order to assist specific
nature. The main emphasis is put on enhancing the groups and maintain their satisfaction. Also,
efficiency of modeling by means of promoting the identifying the optimal requirements and definitions is
reuse of existing process artifacts. considered as a major step in order application to be
Parallel with the growth of the organization increases powerful and reliable. A final research area that seems
the need for Management of Maintenance systems, in worthwhile to pursue further concerns the quality of
the near future it will be necessary to implement the the modeling process. Such research should not only
software system for maintenance management. The look at the different tasks in a modeling process, such
focused on the design of the system by trying to as elicitation, modeling and validation, but also look at
present coherent way to transform the old way of the contextual factors.
maintenance management incorporated with different Little research effort has been spent on assuring and
e-services. understanding business process modeling quality.
Based on the review analyses there is no generally Among the various research methods, experimentation
accepted framework of model quality types: we refer to is the most popular one, followed by the use of
quality types using many different quality names and examples and case studies. A little more than half of
not a standard for quality. Only one fourth of the the papers performed empirical validations, and
studies used a precise definition of quality. Among the experiments were mostly conducted with students.
used quality terms, most research focuses on Descriptive research methods are scarce in this
understand-ability and maintainability for the product research area.
cluster and on efficiency and effectiveness of the The major opportunities for improvement within the
modeling process for the process cluster. An interest in work-flow that were identified for highest potential
and demand for guidelines is substantiated by the fact impact included:
75
−Analyzing the content of applications (both scientific [Bru13] P. D. Bruza and Th. P. van der Weide. 2013,
content as well as involved individuals/institutions) "The Semantics of Data Flow
−Scheduling meetings (calendaring software) Diagrams".Springer-Verlag, 2013.
−General operations (downtime, slow performance, [Deb06] Paul, Debra; Donald Yeates, Keith Hindle
and lack of documentation and training) (April 2006). Business analysis. BCS. p. 4.
ISBN 978-1-902505-70-1.
−Identifying qualified reviewer pool and facilitating
best match of reviewers to applications. [Bro10] Vom Brocke, J.HKVJH & Rosemann, M.
(2010), Handbook on Business Process
Critique templates that are more user friendly for both Management: Strategic Alignment,
reviewers in composing and submitting their critiques Governance, People and Culture (International
and for staff in assembling and finalizing summary Handbooks on Information Systems) (Vol. 1).
statements. Berlin: Springer
This system will be an important factor for the [Men07] J. Mendling, H.A. Reijers, J. Cardoso, What
operation and organization of SEEU by eliminating makes process models understandable?, in: G.
the coincidence at work and creating standard for Alonso, P. Dadam, M. Rosemann (Eds.)
work-flow of the processes in maintenance. Business Process Management, Springer-
Verlag Berlin Heidelberg, Brisbane,
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