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|Title:||Delivering knowledge in the field: A telecommunications service provision and maintenance case|
|Keywords:||Knowledge management, multi-agent system, field engineer, workflow|
|Citation:||Proceedings of the European and Mediterranean Conference on Information Systems, Dubai, 25-26 May|
|Abstract:||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.|
|Appears in Collections:||Business and Management|
Brunel Business School Research Papers
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