Obtaining Value from Big Data for Service Delivery

Big data is an emerging phenomenon that has enormous implications and impacts upon business strategy, profitability, and process improvements. All service systems generate big data these days, especially human-centered service systems. It has been characterized as the collection, analysis and use of data characterized by the five Vs: volume, velocity, variety, veracity, and value (of data). This booklet will help middle, senior, and executive managers to understand what big data is; how to recognize, collect, process, and analyze it; how to store and manage it; how to obtain useful information from it; and how to assess its contribution to operational, tactical, and strategic decision-making in service-oriented organizations.

Stephen H. Kaisler is consultant at SHK & Associates and adjunct professor of engineering at George Washington University. He has focused his efforts on Big Data and analytics, and enterprise architecture. He has published over 45 papers and 11 books on varied subjects such as Big Data and Historical Computing Machines.

Dr. Frank Armour is an assistant professor of information technology at the Kogod School of Business, American University and program director for the MS in analytics degree. He earned a PhD at the Volgenau School of Engineering at George Mason University. He is also an independent senior IT consultant.

Alberto Espinosa is a professor information technology at American University. He earned PhD in information systems from Carnegie Mellon University and his work is published in leading journals, including Management Science and the Journal of Management Information Systems. He has 20 years of experience designing and implementing systems worldwide including two masters programs on analytics at American University.