A Method for Assessing Influence Relationships among KPIs of Service Systems. - Yedendra Babu Shrinivasan; Gargi Banerjee Dasgupta; Nirmit Desai; Jayan Nallacherry (ICSOC, 2012)

Optimal Strategy for Proactive Service Delivery Management Using Inter-KPI Influence Relationships. - Gargi Banerjee Dasgupta; Yedendra Babu Shrinivasan; Tapan Kumar Nayak; Jayan Nallacherry (ICSOC, 2013)