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The main objective of incidents management in IT system is to provide high performance IT services crowned by full satisfaction of the customers. This can be achieved by continuous process improvement with innovative ideas of service diversification that enables a positive impact on process performance indicators. The paper presents an improvement solution of a Help-Desk (HD) software service by integrating a knowledge database in the selection of service procedure influencing the decreasing resolution time of process incidents.

Through this article we intent to demonstrate how a qualification and certification program, as CertiBPM, developed and implemented with the support of European Certification and Qualification Association (ECQA), can be use for the Human Resources Development in the field of Business Process Management. The described initiative has been tested, validated and successfully implemented on Romanian market (especially in West and Bucharest Regions). After a brief description of the proposed training and certification program, there will be shown the training needs (marketing research results) collected from employees from Romanian companies from different industrial sectors. In the third part, there will be describe the e-learning facilities correlated with the design skill card and the ECQA guidelines for training and certification. Finally, some conclusions and lessons learned will complete the article. The presented paper is linked with the research activities of the project: CertiBPM - Certified Business Process Manager LLP-LdV/TOI/10/RO/010, founded with support from the European Commission. This paper and its communication reflect the views only of the authors, and the Commission cannot be held responsible for any use, which may be made of the information contained therein.

Through this article we intent to demonstrate how a qualification and certification program, like CertiBPM, developed and implemented with the support of European Certification and Qualification Association (ECQA), can be use to better support the SPI efforts and strategies into Romanian companies. The research results show only the preliminary opinions (collected through the trainees/employees feed-back) about the SPI efforts and how could the knowledge pool generated by the CertiBPM training program, to support these efforts. First, there will be explained briefly the SPI concept and its impact upon the modern companies. Also, the SPI Manifesto initiative will be described as a good practice, a Community of Practice that have been developed in relation with the EuroSPI series of conferences of ECQA, to support SPI general trend and standard implementation. The context of this paper is defined by the CertiBPM project activities of research and development of a qualification and certification program using the ECQA schema and guidelines. Feed-back was collected (after each training unit, element) after 6 days of training sessions in Business Process Management field, with a large group of employees and students (67 people trained) from the West Region of Romania. The debates and employees answers analysis allow us to make an inventory and to describe the initiated process improvement (SPI efforts and strategies) in important companies from the West Region of Romania. The presented paper is linked with the research activities of the project: CertiBPM - Certified Business Process Manager LLP-LdV/TOI/10/RO/010, founded with support from the European Commission. This paper and communication reflects the views only of the authors, and the Commission cannot be held responsible for any use, which may be made of the information contained therein.

This article describes new perspectives in virtual teams’ collaboration, to underline the actual trends and to identify their future development. These will be used for product lifecycle projects management and to diminish/avoid risks, to harmonize team members’ competencies (compatibility issues) to attend success in project development. The tools used for communication and real time research-work will increase companies’ competitiveness by optimizing the resources dedicated to different projects, teams and management systems. To improve the productivity and to facilitate the communication between projects team members, the new approach of virtual teams is based on the use of complex software platforms to improve collaborative design, learning and work processes.

The present article describes a systemic approach to better support the decision making process by creating a tool based on an ontology for integrative analysis of health and safety risks that can occur in a workplace activity development. The designed ontology creates the possibility to show and characterize the potential work accidents and/or diseases and decide better for an appropriate preventive or corrective measure. The ontology is a structure in four chapters/sub-ontologies (human being subsystem, work duty subsystem, machine subsystem and work environment subsystem) and its content allows the classification of all the concepts used in the health and safety risk evaluation process (risk characterization, impact, health problems, measures etc.), including important relationships between the concepts. In addition, each class will be enriched with different properties that will be used for defining the decision-making tool, to better identify the significant health and safety aspects in a risk evaluation process and to appreciate their impact in order to provide efficient/effectiveness corrective measures (for eliminating or minimizing risk impact). The research results will increase companies’ competitiveness by optimizing the resources dedicated to different management systems.

The aim of this paper is to present an opportunity for improving business process management (BPM) by skills and competencies development. Trainees will know how to better identify, document, management, measure, analyze, implement, optimize, automate, maintain business processes in their companies as a part of their life-long learning and in the context of continuous improvement processes by using the facilities created on a e-learning platform for training and certification processes. The proposed approach is linked with the pedagogical materials development in the field of Business Process Management (together with the certification procedure using European Certification and Qualification Association schema) in accordance with the market needs identification using a marketing survey (applied for companies of the West part of Romania for new competencies identification). The expected research results consist of the Business Process Management certification and qualification program sustained by an e-learning platform.

The knowledge-sharing culture is a type of organizational culture in which knowledge, in all its diversity and representations, is willingly made available and effectively utilized for realizing the mission and goals of the organization. The increasing attention given in the last years to knowledge management in organization, in particular to the valuing of the role of knowledge management practices in creating a rich information knowledge environment, infrastructure and resource for learning, has also generated considerable discussion centering on how effective knowledge management might be enabled, and how a knowledge sharing culture might be established. In the following, we discuss some important aspects for building the knowledge sharing culture in a virtual organization and we shall debate the case of the Virtual Research Laboratory for a Knowledge Community in Production, Network of Excellence (NoE). The main subchapters are

The paper presents relevant aspects for building the Romanian Research Network for Integrated Product and Process Engineering (INPRO). Based on the principles of integrated engineering and by building a collaborative virtual environment, 9 research centers and a national research institute have decided to share their competencies and knowledge in the field of integrated product and process engineering. The integration of each partner in the INPRO network and the work modality are shown in the Joint Program of Activities. The main actions that are described in the paper are the creation, consolidation and development of the network, initiation and development of jointly executed research activities and spreading of excellence. Finally, some conclusions are elaborated.