Delivering knowledge in the field. (25th February 2010)

• Record Type: Journal Article
• Authors: Lee, Habin; Shepherdson, John W.; Case, Simon; Ahn, Hyung Jun
• Is Part Of: International journal of value chain management. Volume 4:Number 1/2(2010)
• Page Start: 100
• Page End: 119
• Publication Date: 2010-02-25
• Subjects: knowledge management -- KM -- multi-agent systems -- field engineers -- workflow -- mobile work environments -- workplaces -- telecommunications industry -- BT -- United Kingdom -- UK -- heterogeneous systems integration -- mobile tasks -- problem solving -- performance improvement -- mobile workforce -- customer satisfaction -- knowledge creation -- knowledge sharing -- technology adoption -- value chain management -- ICT -- information technology -- communications technology -- culture -- socio-technical aspects; Business logistics -- Periodicals; 658.7
• Languages: English
• ISSNs: 1741-5357

Abstract

This paper proposes an agent-based system for knowledge management in a mobile work environment. The system is developed based on a real case of telecommunications service provision and maintenance. In the system, cooperating multi-agents play a central role by integrating heterogeneous systems to collect and provide related knowledge for effective execution of mobile tasks and problem solving. The proposed system is expected to increase both the performance of the mobile workforce and customer satisfaction by facilitating creation and sharing of knowledge.