Structured data stores have been the dominating technologies for the past few decades. Although dominating, structured data stores lack the functionality to handle the ‘Big Data’ phenomenon. A new technology has recently emerged which stores unstructured data and can handle the ‘Big Data’ phenomenon. This study describes the development of an artefact to aid in the analysis of NoSQL document data stores in terms of relational database model constructs. Design science research (DSR) is the methodology implemented in the study and it is used to assist in the understanding, design and development of the problem, artefact and solution. This study explores the existing literature on DSR, in addition to structured and unstructured data stores. The literature review formulates the descriptive and prescriptive knowledge used in the development of the artefact. The artefact is developed using a series of six activities derived from two DSR approaches. The problem domain is derived from the existing literature and a real application environment (RAE). The reviewed literature provided a general problem statement. A representative from NFM (the RAE) is interviewed for a situation analysis providing a specific problem statement. An objective is formulated for the development of the artefact and suggestions are made to address the problem domain, assisting the artefact’s objective. The artefact is designed and developed using the descriptive knowledge of structured and unstructured data stores, combined with prescriptive knowledge of algorithms, pseudo code, continuous design and object-oriented design. The artefact evolves through multiple design cycles into a final product that analyses document data stores in terms of relational database model constructs. The artefact is evaluated for acceptability and utility. This provides credibility and rigour to the research in the DSR paradigm. Acceptability is demonstrated through simulation and the utility is evaluated using a real application environment (RAE). A representative from NFM is interviewed for the evaluation of the artefact. Finally, the study is communicated by describing its findings, summarising the artefact and looking into future possibilities for research and application. / MSc (Computer Science), North-West University, Vaal Triangle Campus, 2014

Sensemaking is often associated with processing large or complex amount of data obtained from diverse and distributed sources. Sensemaking enables leaders to have a better grasp of what the data represents and what insights they can get from it. Thus, sensemaking is considered extremely important in mature markets where the competition is fierce. To-date, the research base on sensemaking has not moved far from the conceptual realm, however. In response, this research provides a conceptual framework that explains the core processes of sensemaking - noticing, interpretation and action - and examines how emerging technologies such as Social Network Analysis (SNA) and Machine Learning (ML) techniques help to enhance the human sensemaking process in generating valuable insights during data analysis. Design Science Research (DSR) is adopted as a research methodology in the context of financial transactional data analysis, aiming to make sense of the data while exploring conceptions of customer value for a mainstream commercial bank alongside the perceived need for banking products. Three analytical models are introduced, examining Connected Customer Lifetime Value (CCLV), Network Relationship Equity (NRE) and product purchasing frequency based on customer 'personas'. The former models employ SNA techniques in providing novelty, the latter combines the outcomes of SNA with ML clustering algorithms to provide a base on which product holdings and purchase frequency analysis are overlaid - providing a novel form of recommendation. Ongoing evaluation of the developed models is used to explore the nuances of the sensemaking process and the ability of such models to support that process (in the given domain).

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-21T13:33:18Z No. of bitstreams: 1 DISSERT PAULO Roberto de S Junior.pdf: 6776571 bytes, checksum: 59ae47d1b85cd55e32642458e1e3c9de (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-08-24T13:30:32Z (GMT) No. of bitstreams: 1 DISSERT PAULO Roberto de S Junior.pdf: 6776571 bytes, checksum: 59ae47d1b85cd55e32642458e1e3c9de (MD5) / Made available in DSpace on 2017-08-24T13:30:32Z (GMT). No. of bitstreams: 1 DISSERT PAULO Roberto de S Junior.pdf: 6776571 bytes, checksum: 59ae47d1b85cd55e32642458e1e3c9de (MD5) Previous issue date: 2016-10-21 / Um dos desafios importantes nas organizações de engenharia é lidar com o crescente nível de complexidade dos seus projetos, aliado à imersão da indústria da construção em um fraco cenário econômico e comercial nos últimos anos. A situação obriga as empresas a reverem a organização dos seus macroprocessos, simplificando-os a partir de uma melhor distribuição de tarefas, reduzindo custos e, adaptando, consequentemente, seus padrões de construtibilidade à nova realidade. Na mesma linha de tempo surge o segundo cenário, advindo da inserção da gestão do conhecimento na ISO 9001:2015. Além de estimular a participação dos empregados, mobilizando-os na construção de soluções práticas, a gestão do conhecimento busca o desenvolvimento de processos mais equilibrados, que proporcionem uma construção eficiente e de baixo custo, ao mesmo tempo em que são fomentadas e sistematizadas as atividades de criação, armazenagem, transferência e reuso de conhecimento. Em função disso o objetivo central da pesquisa está pautado na concepção de artefatos que priorizem a produção e incorporação de conhecimento local, levando-se em consideração as particularidades do cliente, os riscos, disponibilidade de recursos, região e cultura de mão de obra, e minimize o problema permitindo uma articulação mais fluida e dinâmica entre pessoas, processos e sistemas. Considerando que se trata de uma pesquisa de engenharia, procurou-se utilizar de um método investigativo que se aproximasse da realidade das empresas de construção e montagem, optando assim pela Design Science Research. A metodologia sustentou o estudo de caso em uma empresa de grande porte que lidera o segmento no Brasil. Pelo método foram gerados quatro artefatos, avaliados e validados quanto ao rigor e aplicação. A pesquisa se beneficiou da convergência oportuna entre a metodologia, o contexto de uma empresa de engenharia, em um quadro de mudança regulatória da norma ISO 9001:2015. Encontrar e explorar essa convergência em benefício da empresa, mas com perspectivas de generalização dos seus resultados foi a contribuição mais relevante que o presente trabalho realizou. / One of the most important challenges in engineering organizations is to deal with the growing level of complexity of their projects, combined with the immersion of the construction industry in a weak economic and commercial scene in recent years. The situation forces companies to review their macro processes’ organization, simplifying them onwards to a better distribution of tasks, reducing costs and consequently adapting its constructability standards to the new reality. In the same timeline emerges a second scenario, resulting from integration of knowledge management in the ISO 9001: 2015. Besides encouraging the participation of employees, mobilizing them to build practical solutions, the knowledge management also seeks to develop more balanced processes that provide an efficient and low-cost construction, at the same time that creation activities, storage, transfer and reuse of knowledge are encouraged and systematized. Based on this, the central objective of the research is lined on the design of artifacts that prioritize the production and incorporation of local knowledge, taking into account customer particularities, risks, availability of resources, region and labor culture, and minimize the problem allowing a more fluid articulation and dynamics between people, processes and systems. Whereas it is an engineering research, it was aimed to use an investigative method to approach the reality of construction and assembly companies, thus opting for Design Science Research. The methodology supported the case study in a large company that leads the industry in Brazil. By the method were generated four artifacts, assessed and validated as to the accuracy and application. The research has benefited from timely convergence of the methodology, the context of an engineering company in a regulatory change ISO 9001: 2015 context. The most important contribution this work accomplished was to find and exploit this convergence for the benefit of the company, but with generalization prospects of its results.

Submitted by PPG Administra??o e Neg?cios (ppgad@pucrs.br) on 2018-10-31T17:37:27Z No. of bitstreams: 1 MARINA_GASPARETO_DIS.pdf: 6807658 bytes, checksum: f2ed1bd8eb279dae731daaa37e79c5d9 (MD5) / Approved for entry into archive by Sheila Dias (sheila.dias@pucrs.br) on 2018-11-01T14:39:32Z (GMT) No. of bitstreams: 1 MARINA_GASPARETO_DIS.pdf: 6807658 bytes, checksum: f2ed1bd8eb279dae731daaa37e79c5d9 (MD5) / Made available in DSpace on 2018-11-01T14:47:57Z (GMT). No. of bitstreams: 1 MARINA_GASPARETO_DIS.pdf: 6807658 bytes, checksum: f2ed1bd8eb279dae731daaa37e79c5d9 (MD5) Previous issue date: 2018-08-31 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES / Companies need to review their Business Models (BM) over time to remain competitive. Technological changes and outsourcing have made the market even more dynamic, requiring organizations to reinvent themselves and innovate. Business Model analysis allows companies to reflect about their current configurations, compare it with those adopted by competitors, innovate and instantiate future BMs. The Activity System (AS) perspective is an inter-relational array of activities that together build a Value Proposition. The literature review shows the absence of a systemic method for BM analysis. Therefore, the purpose of this paper is to provide a method for BM analysis in AS perspective. Design Science Research was used to propose the method through the analysis of four companies, from two different sectors, with different configurations. The proposed method has three pillars: Dimension Analysis, Business Model Representation and Competitiveness Analysis. The main contribution of this research adds to the field of Business Models, through a prescriptive method for analysis using the perspective of the Activity System, relying on empirical research. Furthermore, executives of organizations and consultants can use this method as a pragmatic instrument to deepen their understanding of Business Models, instantiate future models or reinvent them. Moreover, this analysis process has a formative value to organizational strategists, since the strategic review in BM develops its capability of systemic and reflective vision. / As organiza??es precisam revisar seus Modelos de Neg?cio (MN) ao longo do tempo para manter-se competitivas. As mudan?as tecnol?gicas e o processo de terceiriza??o tornaram o mercado competitivo mais din?mico, exigindo que as organiza??es se reinventem e inovem. As an?lises em Modelos de Neg?cio possibilitam refletir sobre a configura??o atual, comparar com aquelas adotadas pela concorr?ncia, instanciar MN futuros e, ainda, inovar. A perspectiva de Sistema de Atividades compreende pelo arranjo de atividades que em conjunto constroem a Proposta de Valor da organiza??o. A revis?o de literatura evidencia a aus?ncia de um m?todo sist?mico para an?lise de MN. Portanto, o objetivo desse trabalho ? propor um m?todo para analisar Modelos de Neg?cio a partir da Perspectiva de Sistema de Atividade. O m?todo Design Science Research foi aplicado para propor o artefato, que contou com a an?lise de quatro empresas, duas duplas de setores distintos, com configura??es diferentes. O m?todo proposto conta com tr?s pilares: o primeiro se refere a An?lise das Dimens?es, o segundo a Representa??o do Modelo de Neg?cios; e o terceiro a An?lise de Competitividade. A principal contribui??o dessa pesquisa ao campo de MN, refere-se ao m?todo prescritivo proposto para an?lise de Modelo de Neg?cio na perspectiva de Sistema de Atividade, com embasamento em pesquisas emp?ricas. Al?m disso, executivos das organiza??es e consultores poder?o utilizar esse m?todo como instrumento para compreender os Modelos de Neg?cio atuais, instanciar modelos futuros ou reinvent?-los. Al?m disso, essa an?lise possui car?ter formativo aos estrategistas, pois a revis?o estrat?gica em Modelo desenvolve sua capacidade de vis?o sist?mica e reflexiva.

Every day large volumes of data are collected in the form of time series. Time series are collections of events or observations, predominantly numeric in nature, sequentially recorded on a regular or irregular time basis. Time series are becoming increasingly important in nearly every organisation and industry, including banking, finance, telecommunication, and transportation. Banking institutions, for instance, rely on the analysis of time series for forecasting economic indices, elaborating financial market models, and registering international trade operations. More and more time series are being used in this type of investigation and becoming a valuable resource in today�s organisations. This thesis investigates and proposes solutions to some current and important issues in time series data management (TSDM), using Design Science Research Methodology. The thesis presents new models for mapping time series data to relational databases which optimise the use of disk space, can handle different time granularities, status attributes, and facilitate time series data manipulation in a commercial Relational Database Management System (RDBMS). These new models provide a good solution for current time series database applications with RDBMS and are tested with a case study and prototype with financial time series information. Also included is a temporal data model for illustrating time series data lifetime behaviour based on a new set of time dimensions (confidentiality, definitiveness, validity, and maturity times) specially targeted to manage time series data which are introduced to correctly represent the different status of time series data in a timeline. The proposed temporal data model gives a clear and accurate picture of the time series data lifecycle. Formal definitions of these time series dimensions are also presented. In addition, a time series grouping mechanism in an extensible commercial relational database system is defined, illustrated, and justified. The extension consists of a new data type and its corresponding rich set of routines that support modelling and operating time series information within a higher level of abstraction. It extends the capability of the database server to organise and manipulate time series into groups. Thus, this thesis presents a new data type that is referred to as GroupTimeSeries, and its corresponding architecture and support functions and operations. Implementation options for the GroupTimeSeries data type in relational based technologies are also presented. Finally, a framework for TSDM with enough expressiveness of the main requirements of time series application and the management of that data is defined. The framework aims at providing initial domain know-how and requirements of time series data management, avoiding the impracticability of designing a TSDM system on paper from scratch. Many aspects of time series applications including the way time series data are organised at the conceptual level are addressed. The central abstraction for the proposed domain specific framework is the notions of business sections, group of time series, and time series itself. The framework integrates comprehensive specification regarding structural and functional aspects for time series data management. A formal framework specification using conceptual graphs is also explored.

Structured data stores have been the dominating technologies for the past few decades. Although dominating, structured data stores lack the functionality to handle the ‘Big Data’ phenomenon. A new technology has recently emerged which stores unstructured data and can handle the ‘Big Data’ phenomenon. This study describes the development of an artefact to aid in the analysis of NoSQL document data stores in terms of relational database model constructs. Design science research (DSR) is the methodology implemented in the study and it is used to assist in the understanding, design and development of the problem, artefact and solution. This study explores the existing literature on DSR, in addition to structured and unstructured data stores. The literature review formulates the descriptive and prescriptive knowledge used in the development of the artefact. The artefact is developed using a series of six activities derived from two DSR approaches. The problem domain is derived from the existing literature and a real application environment (RAE). The reviewed literature provided a general problem statement. A representative from NFM (the RAE) is interviewed for a situation analysis providing a specific problem statement. An objective is formulated for the development of the artefact and suggestions are made to address the problem domain, assisting the artefact’s objective. The artefact is designed and developed using the descriptive knowledge of structured and unstructured data stores, combined with prescriptive knowledge of algorithms, pseudo code, continuous design and object-oriented design. The artefact evolves through multiple design cycles into a final product that analyses document data stores in terms of relational database model constructs. The artefact is evaluated for acceptability and utility. This provides credibility and rigour to the research in the DSR paradigm. Acceptability is demonstrated through simulation and the utility is evaluated using a real application environment (RAE). A representative from NFM is interviewed for the evaluation of the artefact. Finally, the study is communicated by describing its findings, summarising the artefact and looking into future possibilities for research and application. / MSc (Computer Science), North-West University, Vaal Triangle Campus, 2014

An issue tracking system is a vital part of a company’s structure and organization. This system is primarily client-based and is only available through a client on a computer or the like. Because of this type of structure, the system is often limited to an internal level. However, implementing a web-based issue tracking system results in a wider availability and usability for users by providing the system to a mobile level. Since this study aims to develop and implement an artifact (web-based issue tracking system), then evaluate its usability, the research methodology: Design Science Research is appropriate for this study as its purpose is to implement and evaluate an artifact as a solution to a phenomenon or problem. A client-based issue tracking system in a business means that customers to a certain company only has the opportunity to monitor their issues if they have mutual remote-control capabilities and the same type of system. With a mostly quantitative questionnaire, designed according to the acceptance model Unified Theory of Acceptance and Use of Technology (UTAUT), data was collected regarding the usefulness of the artifact. The survey respondents were exclusively users of the Pyramid enterprise resource system. The result in accordance of UTAUT showed a positive attitude towards implementation and usability of the artifact, thus, making the conclusion of the study a positive attitude towards a web-based issue tracking system, as users of an enterprise resource planning system perceived the artifact as useful and at least as functional as the existing client-based implementation.

Esta pesquisa foi motivada pela observação de um problema prático com potenciais contribuições teóricas. O problema em questão é a dificuldade de gerenciar projetos complexos de construção de modo que os objetivos estratégicos de sua implementação sejam alcançados, problema observado em um complexo programa de reestruturação urbana na cidade de Porto Alegre. Estudos indicam que nas últimas décadas houve um aumento na complexidade de gestão de projetos que resultou em desafios para as práticas gerenciais tradicionalmente adotadas. Alguns autores relacionam esse aumento de complexidade com uma demanda, cada vez maior, de compreender como projetos estão alinhados com os objetivos estratégicos e como irão contribuir para a geração dos benefícios esperados pelos diversos agentes intervenientes de um projeto. Dentro deste contexto, a falta de suporte dado pelas tradicionais praticas gerenciais é apontada. As críticas focam não só na falta de alinhamento estratégico e na dificuldade de gerenciar interesses conflitantes, mas também na dificuldade de lidar com a susceptibilidade desses projetos ao contexto politico, econômico e social no qual se inserem, e com a dinâmica desse contexto. Dentro deste contexto, foram identificadas duas abordagens gerenciais que emergem no contexto da construção civil em resposta às deficiências observadas: a Benefits Realisation Approach (BeReal) e o Lean Project Delivery System (LPDS). O foco da literatura existente sobre essas abordagens é predominantemente de caráter prescritivo, oferecendo modelos e métodos para sua aplicação. Identificou-se portanto a necessidade de avaliar a contribuição dessas abordagens para lidar com os desafios observados e contribuir para a melhoria do suporte a geração de valor em projetos complexos. Uma terceira abordagem, a Logical Framework Approach (LFA), utilizada no programa onde o problema foi identificado, também foi avaliada, pois é sugerido na literatura que ela oferece suporte para lidar com alguns aspectos da complexidade dos projetos. O processo de pesquisa envolveu as principais etapas de Design Science Research: encontrar um problema prático e com potencial para contribuição teórica, obter um entendimento deste problema, desenvolver ou identificar potencial solução, testar a solução, avaliando sua utilidade, e avaliar a contribuição teórica desta solução. Neste estudo, ênfase foi dada à avaliação das potenciais soluções identificadas. Três estudos empíricos foram realizados: o primeiro teve como objetivo entender o problema - programa de reestruturação urbana em Porto Alegre/Brasil; o segundo para avaliar as contribuições da adoção da BeReal em um programa de reestruturação de um campus hospitalar em Brighton/Inglaterra; e o terceiro para avaliar as contribuições do LPDS em um projeto de um hospital em San Carlos/Estados Unidos. Os três estudos apresentam diferentes contribuições gerenciais para o suporte a geração de valor em projetos complexos de construção. Tais contribuições são explicadas com base em um referencial teórico desenvolvido, formando um modelo conceitual que explica as mudanças necessárias no contexto de gestão de empreendimentos complexos para um melhor foco na geração de valor e como as diferentes praticas observadas e mecanismos de suporte contribuem para esta mudança. / This research was motivated by a practical problem with potential theoretical contributions. The problem in hand is the difficulty to generate value in complex construction projects, a problem observed in a large urban regeneration programme in Porto Alegre. Past research indicate that in the last decades there was an increase in project complexity, posing challenges to traditional managerial practices. According to some authors, such complexity is partially due to an increasing concern to understand how project’s outputs contribute to generating change and delivering benefits to different stakeholder groups. Within this context, the lack of managerial support provided by traditional project management approaches is pointed out. Firstly because such approaches generally focus on the delivery of a physical product, within time and budget. Secondly, they do not provide support for dealing with the conflicting interests of multiple stakeholders. And thirdly because they do not properly consider that projects are susceptible to their economic, social and political context and subject to changes in such environment. In this research, two managerial approaches that are being used in the construction industry were identified as having potential contributions to improve value generation in complex projects: the Benefits Realisation Approach (BeReal) and the Lean Project Delivery System (LPDS). The literature available about these approaches is mainly prescriptive. Thus, there is still a need to understand why and how such approaches contribute for value generation. A third approach, the Logical Framework Approach (LFA) used where the problem was identified, was also analysed, as the literature suggests it also offers contributions to deal with some aspects of complexity. This research followed a Design Science Research process: finding a practical problem with potential theoretical contributions, framing the problem and searching for potential solutions, understanding how and why the solutions contribute for solving the problem and analyse the theoretical contributions of the solutions. In this study, emphasis was given to the evaluation of potential solutions identified. Three empirical cases were realised: the first one was in a urban regeneration programme in Brazil, aiming to understand the problem; the second was realised in a healthcare infrastructure programme in the UK, to analyse the adoption of BeReal; and the third in a healthcare infrastructure programme in the US, to analyse the adoption of LPDS. The three studies presented different managerial contributions to support value generation. Such contributions are analysed based on a conceptual framework that was devised. The model reveals the underlying concepts of observed managerial practices that contribute towards the improvement of value generation.

Esta pesquisa foi motivada pela observação de um problema prático com potenciais contribuições teóricas. O problema em questão é a dificuldade de gerenciar projetos complexos de construção de modo que os objetivos estratégicos de sua implementação sejam alcançados, problema observado em um complexo programa de reestruturação urbana na cidade de Porto Alegre. Estudos indicam que nas últimas décadas houve um aumento na complexidade de gestão de projetos que resultou em desafios para as práticas gerenciais tradicionalmente adotadas. Alguns autores relacionam esse aumento de complexidade com uma demanda, cada vez maior, de compreender como projetos estão alinhados com os objetivos estratégicos e como irão contribuir para a geração dos benefícios esperados pelos diversos agentes intervenientes de um projeto. Dentro deste contexto, a falta de suporte dado pelas tradicionais praticas gerenciais é apontada. As críticas focam não só na falta de alinhamento estratégico e na dificuldade de gerenciar interesses conflitantes, mas também na dificuldade de lidar com a susceptibilidade desses projetos ao contexto politico, econômico e social no qual se inserem, e com a dinâmica desse contexto. Dentro deste contexto, foram identificadas duas abordagens gerenciais que emergem no contexto da construção civil em resposta às deficiências observadas: a Benefits Realisation Approach (BeReal) e o Lean Project Delivery System (LPDS). O foco da literatura existente sobre essas abordagens é predominantemente de caráter prescritivo, oferecendo modelos e métodos para sua aplicação. Identificou-se portanto a necessidade de avaliar a contribuição dessas abordagens para lidar com os desafios observados e contribuir para a melhoria do suporte a geração de valor em projetos complexos. Uma terceira abordagem, a Logical Framework Approach (LFA), utilizada no programa onde o problema foi identificado, também foi avaliada, pois é sugerido na literatura que ela oferece suporte para lidar com alguns aspectos da complexidade dos projetos. O processo de pesquisa envolveu as principais etapas de Design Science Research: encontrar um problema prático e com potencial para contribuição teórica, obter um entendimento deste problema, desenvolver ou identificar potencial solução, testar a solução, avaliando sua utilidade, e avaliar a contribuição teórica desta solução. Neste estudo, ênfase foi dada à avaliação das potenciais soluções identificadas. Três estudos empíricos foram realizados: o primeiro teve como objetivo entender o problema - programa de reestruturação urbana em Porto Alegre/Brasil; o segundo para avaliar as contribuições da adoção da BeReal em um programa de reestruturação de um campus hospitalar em Brighton/Inglaterra; e o terceiro para avaliar as contribuições do LPDS em um projeto de um hospital em San Carlos/Estados Unidos. Os três estudos apresentam diferentes contribuições gerenciais para o suporte a geração de valor em projetos complexos de construção. Tais contribuições são explicadas com base em um referencial teórico desenvolvido, formando um modelo conceitual que explica as mudanças necessárias no contexto de gestão de empreendimentos complexos para um melhor foco na geração de valor e como as diferentes praticas observadas e mecanismos de suporte contribuem para esta mudança. / This research was motivated by a practical problem with potential theoretical contributions. The problem in hand is the difficulty to generate value in complex construction projects, a problem observed in a large urban regeneration programme in Porto Alegre. Past research indicate that in the last decades there was an increase in project complexity, posing challenges to traditional managerial practices. According to some authors, such complexity is partially due to an increasing concern to understand how project’s outputs contribute to generating change and delivering benefits to different stakeholder groups. Within this context, the lack of managerial support provided by traditional project management approaches is pointed out. Firstly because such approaches generally focus on the delivery of a physical product, within time and budget. Secondly, they do not provide support for dealing with the conflicting interests of multiple stakeholders. And thirdly because they do not properly consider that projects are susceptible to their economic, social and political context and subject to changes in such environment. In this research, two managerial approaches that are being used in the construction industry were identified as having potential contributions to improve value generation in complex projects: the Benefits Realisation Approach (BeReal) and the Lean Project Delivery System (LPDS). The literature available about these approaches is mainly prescriptive. Thus, there is still a need to understand why and how such approaches contribute for value generation. A third approach, the Logical Framework Approach (LFA) used where the problem was identified, was also analysed, as the literature suggests it also offers contributions to deal with some aspects of complexity. This research followed a Design Science Research process: finding a practical problem with potential theoretical contributions, framing the problem and searching for potential solutions, understanding how and why the solutions contribute for solving the problem and analyse the theoretical contributions of the solutions. In this study, emphasis was given to the evaluation of potential solutions identified. Three empirical cases were realised: the first one was in a urban regeneration programme in Brazil, aiming to understand the problem; the second was realised in a healthcare infrastructure programme in the UK, to analyse the adoption of BeReal; and the third in a healthcare infrastructure programme in the US, to analyse the adoption of LPDS. The three studies presented different managerial contributions to support value generation. Such contributions are analysed based on a conceptual framework that was devised. The model reveals the underlying concepts of observed managerial practices that contribute towards the improvement of value generation.

An important issue for healthcare service providers is to achieve high levels of patient satisfaction. Collecting patient feedback about their experience in hospital enables providers to analyse their performance in terms of the levels of satisfaction and to identify the strengths and limitations of their service delivery. A common method of collecting patient feedback is via online portals and the forums of the service provider, where the patients can rate and comment about the service received. A challenge in analysing patient experience collected via online portals is that the amount of data can be huge and hence, prohibitive to analyse manually. In this thesis, an automated approach to patient experience analysis via Sentiment Analysis, Topic Modelling, and Dependency Parsing methods is presented. The patient experience data collected from the National Health Service (NHS) online portal in the United Kingdom is analysed in the study to understand this experience. The study was carried out in three iterations: (1) In the first, the Sentiment Analysis method was applied, which identified whether a given patient feedback item was positive or negative. (2) The second iteration involved applying Topic Modelling methods to identify automatically themes and topics from the patient feedback. Further, the outcomes of the Sentiment Analysis study from the first iteration were utilised to identify the patient sentiment regarding the topic being discussed in a given comment. (3) In the third iteration of the study, Dependency Parsing methods were employed for each patient feedback item and the topics identified. A method was devised to summarise the reason for a particular sentiment about each of the identified topics. The outcomes of the study demonstrate that text-mining methods can be effectively utilised to identify patients’ sentiment in their feedback as well as to identify the themes and topics discussed in it. The approach presented in the study was proven capable of effectively automatically analysing the NHS patient feedback database. Specifically, it can provide an overview of the positive and negative sentiment rate, identify the frequently discussed topics and summarise individual patient feedback items. Moreover, an API visualisation tool is introduced to make the outcomes more accessible to the health care providers.