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Design Concepts TowardsCreating a TroubleshootingKnowledge Management System
KTH, School of Computer Science and Communication (CSC).
2016 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Despite the influential impact of knowledge transfer insuccess of industrial domains, organizations still struggle tomanage and maintain their experts’ knowledge andexpertise. In this work, I target remote support engineers,and propose a model that supports them in capturing,visualizing, validating and sharing their knowledge in away that is easily replicable in the future as well providingthe means to access the right expert with the requiredexpertise in case of shortage on documented knowledge.Based on field studies conducted, I identified remotesupport engineers’ needs for exchanging their knowledgeand experiences gained during troubleshooting tasks. Thedesign of the model was achieved by combining thetheories of knowledge acquisition and applying HCIvisualization tools. Finally, I conducted a participatoryevaluation with experts from industrial sites to evaluate themodel. The results of the evaluation indicate positivefeedback towards the model presented and potential forimproving the efficiency of troubleshooting procedures.

Abstract [sv]

Trots den inflytelserika effekterna av kunskapsöverföring i framgången för industriella domäner, organisationerfortfarande kämpar för att hantera och underhålla deras experter kunskap och expertis. I detta arbete, jag riktafjärrsupport ingenjörer, och föreslå en modell som stöder dem i fånga, visualisera, validering och dela sin kunskap påett sätt som är lätt replikerbar i framtiden ger möjlighet att få tillgång till rätt expert med erforderlig expertis i frågaom brist på dokumenterad kunskap. Baserat på fältstudier som genomförts, identifierade jag fjärrsupport ingenjörerbehov av utbyte av sina kunskaper och erfarenheter under felsökning uppgifter. Utformningen av modellen uppnåddesgenom att kombinera teorier om kunskapsinhämtning och tillämpa människa-datorinteraktion visualiseringsverktyg.Slutligen genomförde jag en utvärdering deltagande med experter från industriområden att utvärdera modellen.Resultaten av utvärderingen visar positiv feedback till modellen presenteras och potential för att förbättraeffektiviteten i felsökning.

Place, publisher, year, edition, pages
2016.
Keyword [en]
Knowledge management, troubleshooting, human-centered design, remote experts, knowledge engineering, mapping
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:kth:diva-195583OAI: oai:DiVA.org:kth-195583DiVA: diva2:1044450
External cooperation
ABB Corporate Research Center
Supervisors
Examiners
Available from: 2016-11-03 Created: 2016-11-03 Last updated: 2016-11-03Bibliographically approved

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Human Computer Interaction

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