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The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …
A Multi-Agent Approach Towards Collaborative Supply Chain Management, Xin Li, Sim K. Lau
A Multi-Agent Approach Towards Collaborative Supply Chain Management, Xin Li, Sim K. Lau
Dr Sim Kim Lau
Supply chain collaboration has become a critical success factor for supply chain management and effectively improves the performance of organizations in various industries. Supply chain collaboration builds on information sharing, collaborative planning and execution. Information technology is an important enabler of collaborative supply chain management. Many information systems have been developed for supply chain management from legacy systems and enterprise resource planning (ERP) into the newly developed advanced planning and scheduling system (APS) and e-commerce solutions. However, these systems do not provide sufficient support to achieve collaborative supply chain. Recently, intelligent agent technology and multi-agent system (MAS) have received a …
Enhancing The Reusability Of Inter-Organizational Knowledge: An Ontology-Based Collaborative Knowledge Management Network, Joshua P. Fan, Nelson K Y Leung, Sim K. Lau
Enhancing The Reusability Of Inter-Organizational Knowledge: An Ontology-Based Collaborative Knowledge Management Network, Joshua P. Fan, Nelson K Y Leung, Sim K. Lau
Dr Sim Kim Lau
Researchers have developed various knowledge management approaches that only focus on managing organizational knowledge. These approaches are developed in accordance with organizational KM strategies and business requirements without the concern of system interoperation. The lack of interoperability means that heterogeneous Knowledge Management Systems from different organizations are unable to communicate and integrate with one another, this results in limitation to reuse inter-organizational knowledge. Here, inter-organizational knowledge is defined as a set of explicit knowledge formalized and created by other organizations. In this research, a collaborative inter-organizational KM network is proposed to provide a platform for organizations to access and retrieve …