Difference between revisions of "Crowdresearch:Open Governance Through Managed Services (Milestone 5)"

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== The Challenge in building a reputation system ==
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== Abstract==
  
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'''Open Governance through managed services- Adopting a managed service model'''
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While the term Managed Service Provider may be somewhat generic these days, there are many types of MSPs who deliver specific services or manage specific types of customers
  
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'''Managed services''' is the practice of outsourcing day-to-day management responsibilities and functions as a strategic method for improving operations and cutting expenses.[https://en.wikipedia.org/wiki/Managed_services]
  
Developing reliable reputation system is always a open challenge that limit the effectiveness of reputations, a user enjoying a highly valued reputation would imply that the user has conducted good transactions in the past, however his present transactions are kept aside while assessing the reputation and generally comes in 
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Management is all about managing people. A manager is involved in managing a set of people on different parameters.
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In today’s world the task of a Managed service provider is to manage day to day management responsibilities & functions as a method to improve operations & cut down on the expense. A “pure play” MSP focuses on management services as its core offering.
  
Reputation system are always based on past data, or the near past data, each day in human life is different where he encounters a series of events which can turn out to be the influencing agents to change behaviors, John did social work while he was in college but later on he performed a series of illegitimate tasks which has brought his reputation down.
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'''Crowdsourcing in IT'''
  
Reputation has 3 variants - Bad / Good / No reputation(always neutral) / mixed reputation (perform illegitimate jobs, but still help the helpless)
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Essentially an IT project has different phases, discovery phase, design & development phase, analysis/testing phase, today customers are intelligent enough and they prefer not to keep all the apples in one basket, in order to nurture a competitive environment and avoid the risk they outsource each of these phases to different IT vendors. The advantage is to get specialized services from resources specialized in a particular domain or a skill.However, stitching the 3 pieces together involves a hectic job which further can be outsourced to a MSP who are specialized in doing the job.
  
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In a broader perspective the objective of an MSP can be defined as
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*Running the business
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*Growing the Business
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*Transforming the business
  
== How do you earn reputation in the real world? ==
 
  
Earning reputation is a continuous process and can be earned through delivering good services over a period of time.
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== Critical problem(s) in the area ==
  
The way we earn reputation in real world
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Some of the critical problems in this area are as follows
*Helping others solve a complex task and earn reputation as a skilled worker
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*Respect for Workers
*Establish as a Business man & delivering social responsibility
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*Task rejections
*Doctors earn reputation by successfully executing a critical surgical operation
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*Multiple Iteration
*Doing Illegal activity – adding fear factor brings negative reputation
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*No fair wage
*Become a scientist & discover
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*No safeguard mechanism of creative work especially work related to design
*By working for reputed organizations
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*Get a political portfolio and solve critical public issues
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*Do good Social work
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*Graduates from reputed Institutes earn reputation by virtue of the stamp provided by the institute
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*High Social class with high income group
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The reputation system may differ from demography to demography
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However the above problems are specific to a system or a platform, if we take a holistic view the problems are grave
  
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*Workers security
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*Equal Opportunity
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*Job satisfaction
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*Wage as per industry standard
  
== How to improve reputation system beyond Boomerang? ==
 
  
  
'''IDEA 1 - Remove Reputation system - Provide equal Opportunity'''
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== The benefits ==
  
Boomerang is trying to establish a relationship between a worker & requester using the following equation
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[[File:governance.png]]
Low rated W = Low rated R
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Medium rated W = Medium rated R
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High rated W = High rated R
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To set the context let's take an example, there are 10 workers and all the 10 workers are equally performing good, for a particular task, say task 1 if we disclose that the output of worker A is selected then for the next set of task the requester will run after A, where as in reality worker B is equally good as A and others. Similarly, let's say a requester had posted a task of designing a logo 100+ workers came up with different concept but the requester pick up one, but he is not making a public announcement that which logo he has picked up.
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MSP can be the
  
This in a way will provide equal opportunity to all workers & requester.
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*Primary interface between worker and requester
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*Ensure worker visibility of the demand
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*Track and ensure that worker meet SLA’s
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*Ensure workers remains competitive and current to what market has to offer
  
*Remove the concept of reputation system and have a neutral platform where workers come and work based on their choice. This reduces the human tendency to only look for task from requester with High rating, not everyone can have a high rating, what will happen to tasks which are from coming from requester having low rating, same applies to requester, a requester would always look for a reputed worker what will happen to other workers having low rating. Everybody wants a good boss, but if we don't get we don't quit jobs, we live with it get adjusted to it.
 
  
*However, there should be way to establish Open channels between requester & worker through a facilitator so that they can give feedback to each other and set each others expectation prior working on a task
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Outsourcing the managerial job to MSP can solve a lot of governance issues which are as follows
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*Strategic Alignment – Build a long-lasting relationship between works & requester
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*Delivery Management – Manage Delivery Milestone
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*Risk management – Manage the risk in case of adverse situations
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*Resource management - manage the pool of resources/workers and make them available on demand
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*Performance Management – Appraise workers based on performance goals & metrics
  
  
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'''The functions involved'''
  
'''IDEA 2 - Establish a career path with yearly review cycles'''
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'''Steering Committee'''
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*Relationship vision and leadership.
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*Promote partnership & growth.
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*Resolve escalated issues.
  
*Let the rating system be not on a individual task but a series of tasks performed by a worker over a period of time
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'''Program Management'''
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*Overall responsibility for delivery of services and CSAT.
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*Organization of project plans, joint status communication.
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*Manage stakeholder communications.
  
*Conceptual model developed from real life - The platform should allow rewards to worker in the form of a promotion, Provide roles to workers, as happens in Industry, Jr. worker, Sr.worker, Lead worker based on past performance records, engagement with the system, task approval rate, minimal task rejections
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'''Operations management'''
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*Day to day activities, cost, issues & milestone management.
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*Manage project / service transitions.
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*Assess program/project status, ROI, risks, resources, budgets, barriers to achieving critical milestones & manage changes
  
'''Appraisal process'''
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== Milestone Contributor  ==
*Peer to peer rating system throughout the year where each workers based on concrete reasoning & facts also get the chance to rate other workers on a quarterly basis.
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*The first level reviewers can be workers/requester, basically a process of self-appraisal
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*Second level - Requester
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*Third level - Platform Owners
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'''Criteria'''
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@alipta
*For “short-lived” workers/requester who have conducted few transactions the ratings will not be valid, Minimum engagement with Crowd sourcing platform should be a year
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*Task approval rate : 90% and above
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*Task rejections: less than 10%
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'''Outcome'''
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*Based on yearly review the system will Create groups – low performers, high performance workers/requester and over time the objective of the worker would be to reach the top of the ladder.
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*
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*Allow the workers/ requester to rate who has been in system for a certain period
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*Enable Points based reputation
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'''IDEA 3 - Body shopping revisited '''
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Body shopping is the practice of consultancy firms recruiting information technology workers in order to contract their services out on a short-term basis.[https://en.wikipedia.org/wiki/Body_shopping]
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Let the requester post the requirement to the consultancy firm, and then distribute the task to individual based on workers interest & skill
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Forming independent body who would be dealing with workers issues relating to payment, unfair ratings, task rejections, fair wages and can settle issue by directly talking to requester, similarly they can also solve problems for requester in finding a reliable & skilled worker
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'''IDEA 4 - Transitivity '''
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Transitivity is a highly desired property of a trust metric.In situations where A trusts B and B trusts C, transitivity concerns the extent to which A trusts C. Without transitivity, trust metrics are unlikely to be used to reason about trust in more complex relationships.
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The intuition behind transitivity follows everyday experience of 'friends of a friend' (FOAF), the foundation of social networks. However, the attempt to attribute exact formal semantics to transitivity reveals problems, related to the notion of a context. For example,[42] defines conditions for the limited transitivity of trust, distinguishing between direct trust and referral trust. Similarly,[43] shows that simple trust transitivity does not always hold, based on information on the Advogato model and, consequently, have proposed new trust metrics.
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The simple, holistic approach to transitivity is characteristic to social networks (FOAF, Advogato). It follows everyday intuition and assumes that trust and trustworthiness apply to the whole person, regardless of the particular context. If one can be trusted as a friend, one can be also trusted to recommend or endorse another friend. Therefore, transitivity is semantically valid without any constraints. and is a natural consequence of this approach.
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The more thorough approach distinguishes between different contexts of trust, and does not allow for transitivity between contexts that are semantically incompatible or inappropriate. Contextual approach may, for instance, distinguish between trust in a particular competence, trust in honesty, trust in the ability to formulate a valid opinion, or trust in the ability to consolidate another's opinions. Contextual approach is often used in trust-based service composition.[44] The understanding that trust is contextual is a foundation of a collaborative filtering.
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Latest revision as of 15:03, 14 February 2016

Abstract

Open Governance through managed services- Adopting a managed service model

While the term Managed Service Provider may be somewhat generic these days, there are many types of MSPs who deliver specific services or manage specific types of customers

Managed services is the practice of outsourcing day-to-day management responsibilities and functions as a strategic method for improving operations and cutting expenses.[1]

Management is all about managing people. A manager is involved in managing a set of people on different parameters. In today’s world the task of a Managed service provider is to manage day to day management responsibilities & functions as a method to improve operations & cut down on the expense. A “pure play” MSP focuses on management services as its core offering.

Crowdsourcing in IT

Essentially an IT project has different phases, discovery phase, design & development phase, analysis/testing phase, today customers are intelligent enough and they prefer not to keep all the apples in one basket, in order to nurture a competitive environment and avoid the risk they outsource each of these phases to different IT vendors. The advantage is to get specialized services from resources specialized in a particular domain or a skill.However, stitching the 3 pieces together involves a hectic job which further can be outsourced to a MSP who are specialized in doing the job.

In a broader perspective the objective of an MSP can be defined as

  • Running the business
  • Growing the Business
  • Transforming the business


Critical problem(s) in the area

Some of the critical problems in this area are as follows

  • Respect for Workers
  • Task rejections
  • Multiple Iteration
  • No fair wage
  • No safeguard mechanism of creative work especially work related to design

However the above problems are specific to a system or a platform, if we take a holistic view the problems are grave

  • Workers security
  • Equal Opportunity
  • Job satisfaction
  • Wage as per industry standard


The benefits

Governance.png

MSP can be the

  • Primary interface between worker and requester
  • Ensure worker visibility of the demand
  • Track and ensure that worker meet SLA’s
  • Ensure workers remains competitive and current to what market has to offer


Outsourcing the managerial job to MSP can solve a lot of governance issues which are as follows

  • Strategic Alignment – Build a long-lasting relationship between works & requester
  • Delivery Management – Manage Delivery Milestone
  • Risk management – Manage the risk in case of adverse situations
  • Resource management - manage the pool of resources/workers and make them available on demand
  • Performance Management – Appraise workers based on performance goals & metrics


The functions involved

Steering Committee

  • Relationship vision and leadership.
  • Promote partnership & growth.
  • Resolve escalated issues.

Program Management

  • Overall responsibility for delivery of services and CSAT.
  • Organization of project plans, joint status communication.
  • Manage stakeholder communications.

Operations management

  • Day to day activities, cost, issues & milestone management.
  • Manage project / service transitions.
  • Assess program/project status, ROI, risks, resources, budgets, barriers to achieving critical milestones & manage changes

Milestone Contributor

@alipta