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. 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