Delivering knowledge in the field: A telecommunications service provision and maintenance case

This paper proposes a novel approach to providing knowledge management services in a business process wherein field engineers are the main process actors, providing and maintaining telecommunications services. Cooperating multi-agents play a central role for the provision of knowledge management services by integrating heterogeneous systems to collect related knowledge for the execution of mobile tasks. The proposed system is expected to increase both the performance of the mobile workforce and customer satisfaction by supporting and encouraging knowledge sharing

A strategic framework for e-government adoption in public sector organisations

E-government has been recognized as a change agent for public sector reform. Through this change, the public sector organisation plans to increase operating efficiencies, build information-sharing partnerships and improve communication with other organisations, as well as with the public. Several studies have discussed how e-government will transform public sector organisations from traditional paper-based systems to electronic delivery that leads self-service operations that develop efficiently managed internal business process. However, a number of voids exist in the immature e-government literature, regarding its adoption strategy and process. This paper looks at the implementation aspect of e-government in public sector organisations. The paper critically reviews the issues of e-government adoption and identifies factors that affect the implementation process, such as, technical, organisational, and environmental. In addition, the authors discuss the benefits and barriers that might influence the decision making process toward the adoption of e-government in public sector. Since, e-government is an emerging research area, there is limited literature explaining the framework of e-government adoption. Therefore, this study suggests a strategic framework for e-government adoption that will assist decision makers in public sector organisations to support their egovernment adoption strategy and guide the IT developers for implementation process of e-government project

Intranet and Knowledge Management: Putting the Cart Before the Horse?

This paper explores the use of intranet-technology to support knowledge intensive decision-making in a technical service delivery process of a major oilfield services company. Our findings show that creating, mobilizing, and exchanging knowledge through an intranet-technology based system delivers forms of benefits to both the organization and its clients, and understanding what organizational knowledge is to be managed and the process of managing it define the role of technology that enables knowledge management

Electronically Assisting Communication for Health Professionals

New information and computing technologies offer cost efficient and effective learning opportunities for health care professionals. The Assisted Electronic Communication project is prototyping, administering and evaluating a digital discourse system for health care professionals within an acute Hospital. Health care staff participating in the study are able to access and contribute to threaded, asynchronous discussions and themed information in the context of critical work documents. Early indications are that the system is viewed very positively, and seen as a way of critically engaging with new material that is getting closer to an idealized learning in the workplace

A framework for deriving semantic web services

Web service-based development represents an emerging approach for the development of distributed information systems. Web services have been mainly applied by software practitioners as a means to modularize system functionality that can be offered across a network (e.g., intranet and/or the Internet). Although web services have been predominantly developed as a technical solution for integrating software systems, there is a more business-oriented aspect that developers and enterprises need to deal with in order to benefit from the full potential of web services in an electronic market. This ‘ignored’ aspect is the representation of the semantics underlying the services themselves as well as the ‘things’ that the services manage. Currently languages like the Web Services Description Language (WSDL) provide the syntactic means to describe web services, but lack in providing a semantic underpinning. In order to harvest all the benefits of web services technology, a framework has been developed for deriving business semantics from syntactic descriptions of web services. The benefits of such a framework are two-fold. Firstly, the framework provides a way to gradually construct domain ontologies from previously defined technical services. Secondly, the framework enables the migration of syntactically defined web services toward semantic web services. The study follows a design research approach which (1) identifies the problem area and its relevance from an industrial case study and previous research, (2) develops the framework as a design artifact and (3) evaluates the application of the framework through a relevant scenario

Knowledge search for new product development: a multi-agent based methodology

Manufacturers are the leaders in developing new products to drive productivity. Higher productivity means more products based on the same materials, energy, labour, and capitals. New product development plays a critical role in the success of manufacturing firms. Activities in the product development process are dependent on the knowledge of new product development team members. Increasingly, many enterprises consider effective knowledge search to be a source of competitive advantage. This research presents an exploratory case study conducted at an aircraft manufacturer. This investigation uncovered six, empirically derived and theoretically informed, problems to enterprise knowledge search. They have been articulated as (i) the effectual web bandwidth limits search speed; (ii) less relevant search results based on word-frequency recognition models of search engine; (iii) un-useable techniques for enterprise search; (iv) rigour security, reliability, and company policy; (v) poor search performance about unstructured enterprise knowledge; (vi) the lack of tacit knowledge sharing. Existing search methodologies have focused on the internet search, rather than providing effective search for enterprise. This research aim is developed to assist the manufacturing enterprise in meeting the industrial requirements in the following way: a methodology and system that can improve the information and knowledge search performance in new product development process. Based on the exploratory case findings, a knowledge search methodology and system has been developed. Agent technology is used to fulfil the requirements of enterprise search. Some initial tests were conducted to better understand implementation issues and future deployment of the methodology and system in practice

Discovery and Support of Problem-Solving Knowledge in e-Business

Employees generally need to solve various situations of problems occurred during task-executions in e-business. Such problem-solving behaviors contain rich information helpful to provide effective knowledge support. This work proposes a mining framework to discover problem-solving knowledge by analyzing problem-solving behaviors recorded in an intranet portal log file. The discovered knowledge can provide guidance and support to assist employees handle various situations of problems

Organizational knowledge transfer through creation, mobilization and diffusion: A case analysis of InTouch within Schlumberger

There is a paucity of theory for the effective management of knowledge transfer within large organisations. Practitioners continue to rely upon ‘experimental’ approaches to address the problem. This research attempts to reduce the gap between theory and application, thereby improving conceptual clarity for the transfer of knowledge. The paper, through an in-depth case analysis conducted within Schlumberger, studies the adoption of an intranet-based knowledge management (KM) system (called InTouch) to support, strategically align and transfer knowledge resources. The investigation was undertaken through the adoption of a robust methodological approach (abductive strategy) incorporating the role of technology as an enabler of knowledge management application. Consequently, the study addressed the important question of translating theoretical benefits of KM into practical reality. The research formulates a set of theoretical propositions which are seen as key to the development of an effective knowledge based infrastructure. The findings identify 30 generic attributes that are essential to the creation, mobilisation and diffusion of organisational knowledge. The research makes a significant contribution to identifying a theoretical and empirically based agenda for successful intranet-based KM which will be of benefit to both the academic and practitioner communities. The paper also highlights and proposes important areas for further research