Allegro: A metrics framework for globally distributed service delivery

Daniel Oppenheim, Yi Min Chee, Lav R. Varshney

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Globalization and specialization are growing trends in service organizations. Engineering and operating optimal structures within these service organizations requires coordinating the doing of service work, which in turn requires capturing and sharing information across localized teams. There is a need for a metrics framework, implemented in information technology, to make this possible. This paper describes the need for a metrics framework in global service delivery, properties of effective metrics frameworks, and Allegro, a metrics framework that is designed specifically to support globally distributed humanintensive work, such as complex software development. Allegro is based on an abstract model of service delivery as a decomposition into a network of atomic service requests, each formalized according to a protocol we call Work-as-a-Service (WaaS). In this approach, Metrics do not only fulfill their traditional roles in driving quality and improvement. They also serve as configurable sensors essential to the effective coordination of a distributed service network.

Original languageEnglish (US)
Title of host publicationProceedings - 2012 Annual SRII Global Conference, SRII 2012
Number of pages9
StatePublished - Dec 14 2012
Externally publishedYes
Event2012 Annual SRII Global Conference, SRII 2012 - San Jose, CA, United States
Duration: Jul 24 2012Jul 27 2012

Publication series

NameAnnual SRII Global Conference, SRII
ISSN (Print)2166-0778
ISSN (Electronic)2166-0786


Other2012 Annual SRII Global Conference, SRII 2012
Country/TerritoryUnited States
CitySan Jose, CA


  • Cross enterprise collaboration
  • Globalization
  • Human services
  • Metrics
  • Process
  • Service quality

ASJC Scopus subject areas

  • Computer Science Applications


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