16.11.2001Dr. Ingrid Wetzel1 E-Business und E-Service Vorlesung 2 Support for Teams Work at Boeing, Seattle, M&CT Research Lab, Team: L. Fuchs, S. Poltrock,

16.11.2001

Dr. Ingrid Wetzel 1

E-Business und E-Service

Vorlesung 2

Support for Teams

Work at Boeing, Seattle, M&CT Research Lab, Team: L. Fuchs, S. Poltrock, I. Wetzel

16.11.2001

Dr. Ingrid Wetzel 2

OutlineOutline

• Motivation and Objective • How teams cooperate• Problems created by geographic distance• Advantage of multimedia support• Problems of integrating different media• Design Ideas and Prototype• Summary

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Dr. Ingrid Wetzel 3

Motivation

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Dr. Ingrid Wetzel 4

Motivation: Teams as Strategic AssetMotivation: Teams as Strategic Asset

Quick responses to changingmarkets

Developmentof complex

systems

Virtual Organizations

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Dr. Ingrid Wetzel 5

Example: BoeingExample: Boeing

• Teams include people from different companies, regions, countries, continents

• Physically collocating all team members is often expensive and impractical

Situation• Boeing 777: „Working together“• 150 cross-discipline teams, arranged

around aircraft volumes, with members selected for specialized knowlege and skills

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Dr. Ingrid Wetzel 6

Objective and FocusObjective and Focus

How can multimedia technology enable teams to worktogether more effectively across time and distance

to support team cooperation,

not specific development tasks

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Dr. Ingrid Wetzel 7

How Teams cooperate

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Dr. Ingrid Wetzel 8

Cooperative Work and TeamCooperative Work and Team

H. Oberquelle, Kooperative Arbeit und Computerunterstützung, Verlag für angewandte Psychologie, 1991

„Cooperative work comprises work situations in which several people are working together for achieving a result which, under the given circumstances, can‘t be accomplished individually”.

agreement about common goals, scarce resources, coordination, communication about aims and conventions.

People working together on a joint task form a cooperative group or a team.

„Cooperative work comprises work situations in which several people are working together for achieving a result which, under the given circumstances, can‘t be accomplished individually”.

agreement about common goals, scarce resources, coordination, communication about aims and conventions.

People working together on a joint task form a cooperative group or a team.

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Dr. Ingrid Wetzel 9

Cooperative Work (again)Cooperative Work (again)

„..People engage in cooperative work when they are mutually dependent in their work and therefore are required to cooperate in order to get the work done.“

„..People engage in cooperative work when they are mutually dependent in their work and therefore are required to cooperate in order to get the work done.“

K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992

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Dr. Ingrid Wetzel 10

Articulation WorkArticulation Work

Comprises all “add-on” activities necessary because of working together (and not individually).

„..Due to the very interdependence in work that gave rise to the cooperative work arrangement ... the distributed nature of the arrangements must be ... managed. The distributed activities must be articulated“.

Comprises all “add-on” activities necessary because of working together (and not individually).

„..Due to the very interdependence in work that gave rise to the cooperative work arrangement ... the distributed nature of the arrangements must be ... managed. The distributed activities must be articulated“.

K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992

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Example: LRU-IPTExample: LRU-IPT

• Volume LRU: An LRU is a box that can be replaced while the plane is at the gate, and the Bleed Air LRU controls airflow used to start the engines.

• LRU-IPT comprises:

Software Engineer

Quality Control Engineer

Electrical Engineer Team Lead knowledgeable about this domain

Customer Representativefrom the group resonsible for all the electronic equipment on the plane

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ProgramManager

SystemSEIT

ProgramSupport

Team(supports all

teams)

IPT

IPT

IPT

SEIT

SubsystemSEIT

SubsystemSEIT

IPT

IPTIPT

IPT

IPT

Teams have to • plan their work • follow their plan• manage a huge

amount of documents • control their status....

System

Subsys Subsys Subsys

System


Customer

Specification tree

WBS

IPPD Organization

System


• Requirements• Objectives• Operational processes• Support processes• Specification• System definition• Product breakdown structure (PBS)• Work breakdown structure (WBS)• Program organizational structure

IPT Lead

Program Manager

mapping

mapping

Status Reports,Preliminary Results

Status Reports,Preliminary Results

BriefingBriefing

DecisionDecision

IssueIssue

Action ItemAction Item

MeetingMeeting

Approvals,Product

Approvals,Product

DesignDesign

Acknowledgements,Modification requests,

Questions

Acknowledgements,Modification requests,

Questions

RequestRequest ExecuteExecute DeliverDeliver AcceptAcceptAgreeAgree

PlanPlan

RSVPRSVP

AcknowledgementAcknowledgement



AgreementAgreement

DiscussionDiscussion

Understand program

goals

Doing the work

Projected course of the work

Current state of the work

• SOO• PWBS• TPM• MIR• Business

Objectives• Requirements• Specifications

Who• IPTs• Team

Rosters

• RAM • WBS• PBS• Phasing Plan• Schedules• Risks

• Project

plates• Stop light

charts

Deliverables/Events

• SDRLs • Reviews

What• Action items• Decision logs• Activity logs• Coord. Sheets• Work Statement

9 December 199813

OC1.1 Project Initiation ReviewOSCAR-PRES-032-V1

Printed document is for reference only; verify version number with on-line system.

J F M A M J J A S O N DCY-01




M J J A S O N D

I-4 I-6

Notes:OC1.1 includes:- Conversion (w/ 13C)- AMRAAM- 1760B

AMC&D Development

I-5 flight test

I-6 flight test

OC1.21.8mh 1.8mh

OSCAR H/W Funding

1 2 2 2AV-8B Deliveries

AMC&D Qual

SOF

Integration

DT

DT DT/OT

Allied OC1.1 Release

1.2 Integration

AV-8B AMC&DRequirements

AMC&D RDTFRP - MS III

OC1.1 Sys OTOC1.2 includes:- JDAM- ASTE/CMWS

2

CY-98

AMRAAM Shots

CDRPDR

Release date tointegration test

DT/OT

I-3First Flight

1

2 December 1998

OTRR

1.8mh

I-5I-4 flight test

OC1.2

OTRR

FOT&E

I-5 FLT

2

Allied H/W Contract

Allied Deliveries (2/month)

WMC Qual

WMC RDT

ScheduleScheduleSchedule

H/W Del.June 03

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Informal Articulation WorkInformal Articulation Work

• People meet at their desks

– opportunistic interactions

• People meet in hallways– social interactions

• People meet in (scheduled) meetings – coordination, reporting status and giving

directions

Software Engineer

Quality Control Engineer

Electrical Engineer Team Lead

Customer Representative

meetingsproblems

advantage disadvantage

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to support team coordination

Obstacle: • Team members rarely

view articulation work as their primary work activity

Importance:

Teams spent the

majority of their work

time performing

articulation work.

But: Articulation Work is difficult to observe and analyse.

– uninteresting facet– not learned in their

university engineering classes

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How Teams CoordinateHow Teams Coordinate

DocumentsDocuments ProceduresProcedures MeetingsMeetings InteractionsInteractions

Formal Informal

Collocated

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Problems created

by geographic

distance

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Problems with Informal Articulation WorkProblems with Informal Articulation Work

Lack of knowledge of people – Lack of trust– Difficult to manage– Cultural Drift

Communications are difficult– Use of different media– Reactions are difficult

to interpret– Words are not

enough

Frequency and quality of communications declines sharply

Lack of synchroneous awareness

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Problems with Formal Articulation WorkProblems with Formal Articulation Work

Less indication of work progress and status– electronical models

instead of physical ones

– who did what?

Coordination more time consuming– Structure substitutes

mutual adjustment

Responsibility– designing and

organizing formal articulation articfacts

Lack of asynchroneous awareness

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Advantage of

Multimedia Support

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Multimedia Multimedia

Computer Science: Means for communication and

representation of information

Media Science: Means for communication with a

symbolical character (needing interpretation)

Combination: Media mediate between people, are a

means for notifications and enable communication and cooperation in social communities.







„The word also incorporates the meaning that there is something between two positions/instances and that this betweenness allows a connection, and with the connection the exchange/interchange between positions. The medium seems to be a means for overcoming distance whereby distance needs not necessarily be conceived as geographic.“ (Hoppe,Nake, 1995)

„The word also incorporates the meaning that there is something between two positions/instances and that this betweenness allows a connection, and with the connection the exchange/interchange between positions. The medium seems to be a means for overcoming distance whereby distance needs not necessarily be conceived as geographic.“ (Hoppe,Nake, 1995)

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Multimedia Multimedia













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Media for Formal Articulation Work: Shared Information Space

Media for Formal Articulation Work: Shared Information Space

• Asynchroneous awareness information– Indications about other people‘s actions

• Standard information management facilities

• Views

BSCW

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Media Support for Formal Articulation Work:Task Environment

Media Support for Formal Articulation Work:Task Environment

Workflow System COSA

• Task-centered environment– e.g. Action item tracking– “Tasks” represented in the systems

• (Focus on activities rather content – Chronological views (episodes) on tasks and

plans as index to the content)

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Media Support for Informal Articulation WorkReal Time Awareness

Media Support for Informal Articulation WorkReal Time Awareness

• Virtual presence awareness– Seeing, if someone is online/active in the

workspace– Seeing, if someone is available for

communication– Seeing what someone is doing in the

workspace

• Physical presence awareness– Real world instead of virtual word– Video at the workplace or in meetings

Wanted: Real-time activity awareness

Communicator

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Media Support for Informal Articulation Work:Virtual Meetings

Media Support for Informal Articulation Work:Virtual Meetings

• Combination– Virtual and hybrid meetings– Communication facilities (Video, Audio)– Virtual presence awareness (Who is attending the

meeting)– Task support (White board, Note taking)– Meeting documents (Real-time sharing)

• Preparation and follow-ups– Scheduling– Invitation, Agenda, Presentations– Protocoll, Action Items, ...

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SharedInfoSpace

SharedInfoSpace

Task Environment

Task Environment

VirtualMeetings

VirtualMeetings

Real TimeAwarenessReal TimeAwareness

Formal Informal

Status ?Status ?Progress ?Progress ?

Collocated

Distance

Multimedia

Lessfrequent

Lessfrequent Difficult

Difficult

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Problems of

Integrating Media

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Three modes of workThree modes of work

Individual mode

Meeting mode

Social mode

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Mode ShiftMode Shift

• People move effortlessly from one mode to another when collocated

– Individual: Receive email

– Social: Hallway discussion

– Individual:Write document sections

– Meeting:Review document

– Individual:Revise document

Email Awareness

Conversation

Document

ReviewdocumentRevise

document

SynchronousAsynchronous

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Design Ideas

and Prototype

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Design Guidelines Design Guidelines

• Provide explicit representation of work modes– Meeting mode– Individual mode– Social Mode

• The work mode defines the task support

• Integrate and link tasks to the content and people

• Synchronous and asynchronous awareness can provide a bridge

Content People

Work modeswitch

Task

Awareness

defines

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Key Design Ideas for IntegrationKey Design Ideas for Integration

Content People

Work modeswitch

Task

Awareness

defines

Place & space

Task-oriented environment

Document View with asynchronous awareness

Communicator with synchronous awareness

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Place-based systems are useful to manage work-modes

Place-based systems are useful to manage work-modes

Steve

Ingrid Chris

Meeting Room

Team Room

Coffee Room

My Office

23.08.99L. FuchsNMC-23

23.11.99S PoltrockPDR

15.08.99R. JasperBN

01.11.99L. FuchsDeliverable

01.11.99C. BusslerIntegration

23.11.99S PoltrockWMC RDT

23.11.99S PoltrockCDR

Task View

Document View

To Do:Task

SubtaskSubtask

Task

Project Plan

Awareness &Communication

Places

work mode

accessability

real-timeawareness• presense• status

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ArchitectureArchitecture

FTPFTPDominoDomino

SametimeSametime

T.120 Server

T.120 Server

BLUES/ LDAPBLUES/ LDAP

HTTPD HTTPD

Places:Java Applet using Sametime API

SocketCommunication

Persistent contentArticulation objects

Images, user status

data conferencing

Dominoaddress book

Boeingdirectory

Web content

H.323 audio/video

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Summary

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SharedInfoSpace

SharedInfoSpace

TaskEnvironment

TaskEnvironment

VirtualMeetings

VirtualMeetings


EpisodesEpisodes

TasksTasks


MeetingSupportMeetingSupportSwitch of

ModesSwitch ofModes

Integration

Formal Informal

Status ?Status ?Progress ?Progress ? Less

frequent

Lessfrequent Difficult

Difficult

Collocated

Distance

Multimedia

Integration

16.11.2001Dr. Ingrid Wetzel1 E-Business und E-Service Vorlesung 2 Support for Teams Work at Boeing, Seattle, M&CT Research Lab, Team: L. Fuchs, S. Poltrock,

Documents

teams work

work situations

cooperative work arrangement

cooperative group

ingrid wetzel7

wetzel slide

boeing teams

ingrid wetzel4 motivation