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KM at the customer front-line - The BT case study in ACTIVE

KM at the customer front-line - The BT case study in ACTIVE. Paul Warren, paul.w.warren@bt.com. http://www.active-project.eu. Why case studies?. To validate the technologies. To exploit the technologies. To create reference applications. KM at the customer front-line - a greenfield site.

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KM at the customer front-line - The BT case study in ACTIVE

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  1. KM at the customer front-line- The BT case study in ACTIVE Paul Warren, paul.w.warren@bt.com http://www.active-project.eu

  2. Why case studies? To validate the technologies To exploit the technologies To create reference applications

  3. KM at the customer front-line- a greenfield site Our trialists Their needs Our solution Validating our solution Summing-up

  4. Trialists • BT Business Systems • ICT services for small & medium sized organisations in UK • Working with customers • sales specialists, technical consultants, sales managers, solutions consultants • Potentially 100s of trialists • across the UK • not all ‘Web2.0’ users

  5. How they work • Out with the customers • e.g. three days a week on the road • then working from home • Using multiple systems • CRM systems, pricing / design tools, • MS Office tools…. • Dealing with multiple customers • 10’s – 100’s customers • context switching between customers • prompted by emails, phone calls, IMs

  6. Understanding their needs • Interviews • sales and technical specialists • their managers • senior managers • Remote job-shadowing • using LiveMeeting & MS Communicator for voice • Concept demonstrator • feedback in focus groups and 1-1s

  7. Help with knowledge sharing • Particularly developing proposals • identified as problem by senior managers • need to find appropriate text for reuse • and experts to provide specialised input • Need to respond faster to customers • and more proactively Tagging and tag-based search

  8. Context switching Users want automatic context switching Processes • Customer-facing people • little interest in process design • challenge is having information at right point in process • Senior managers • compare actual processes with theoretical • … and optimise

  9. Our solution – next 6 months • Semantic MediaWiki for knowledge sharing • – for business proposal writing • AKWS with manual context switching Second half of 2010 • AKWS with automatic context switching • Process optimisation

  10. Semantic MediaWiki • Putting semantics in the Wiki • Typed links – relations • Attributes – related to content of an article • Informal semantics • user-defined relations & attributes

  11. MediaWiki

  12. Semantic MediaWiki typed link typed link attribute attribute

  13. A semantic view of London

  14. Querying the Semantic MediaWiki Query syntax Results pages • Result displayed in page • <ask> tag to enclose query • Ask The Wiki • easier interface for querying

  15. Semantic MediaWiki in BT case study • A collaborative forum for text creation • more efficient than email exchanges • using forms facility • for parts (e.g. exec summaries) of documents • – drawback is limited formatting • Ability to model relationships • John Smith is an expert in MPLS • Ability to query • find experts in MPLS • find previous proposals using IP Clear

  16. Categories Customer, Proposal, Customer Issue, Product Properties

  17. query for all proposals which propose product BT Net Premium

  18. ACTIVE Knowledge WorkSpace (AKWS) ACTIVE Taskbar

  19. Opening a file normally

  20. Opening a file from context

  21. Tagging in an application

  22. Sharing through tagging

  23. Sharing through context shared contexts support knowledge sharing

  24. Context in email (mock-up) enables ordering by context

  25. Tagging a document (mock-up) User offered a choice of tags, or can choose his own

  26. Searching User can search on tags, document content, or both

  27. Learning context and process • Context learning is vital • most users don’t want just top-down approach • user interface still a challenge • Process learning • for comparison and optimisation • how do we visualise & compare Using TNT • Time Network Text

  28. TNT (Time-Network-Text) Architecture Result: state of data in selected time point(s) + derivatives (dynamic component) Query: time, network, and text constraints API for TNT Database Engine Event stream Event Event Event TNT Database Event Incremental updates Event Event Event Time Event Event

  29. Intuition behind developed model • On the input we have stream of events observed from environment • Events are of different types having rich description • Events have three major data components: • time stamp, feature vector (e.g. text), network update (e.g. social component) • Events come in time and cause incremental updates in the maintained database • The system allows querying and aggregation of the database retrieving past data • (trends, processes, visualization , privacy preservation, …)

  30. Examples of Processes, Tasks, Contexts

  31. Validating the prototype Intermediate prototype Oct 2009: 3 ‘friendly’ users Nov 2009: group of 5 customer-facing Jan 2010: ~ 20 users Final prototype September 2010: 100-200 users

  32. Technical • integration testing • Organisational • speed up proposal writing process • improve quality of proposals • be more reactive to customers • optimise processes • improve knowledge sharing • increase efficiency in dealing with multiple contexts • User assessment • interviews, questionnaires, log analysis

  33. Relevant Criteria Measures Methods Usability / UI design - Number of defects and shortcomings detected - Further user requirements identified - Heuristic Evaluation - Cognitive Walkthrough - Collaborative Usability Inspection Efficiency - Time to complete tasks - Number of errors - Performance Measurement - Automatic Performance Measures (derived from logs, where possible)‏ Efficiency (task switching)‏ - Time lost by task switching - Task interruption / resumption lag measures in a multiple task context Effectiveness - Number of tasks completed successfully - Performance Measurement User Satisfaction - Subjective user assessment: Efficiency, Control, Learnability, Helpfulness, Affect • SUMI questionnaire Acceptance - Subjective user assessments • On-line questionnaires • User adoption rate Information Quality Precision, Completeness, Fit, Presentation, Trustworthiness - IQ measurement scales User assessment criteria Using VNET5 http://www.vnet5.org/

  34. Summing-up • Addressing the challenges of knowledge work • easier and more appropriate knowledge sharing • help with informal processes • managing information in context • Validating the results • technical • organisational • user

  35. Other topics • Anonymising data • keeping its value for data mining • data will go missing – need to minimise impact • Security • lightweight security within the enterprise • who can see what, who can do what • Incentives for sharing • with Web2.0 in the enterprise

  36. http://www.active-project.eu Thank you! Paul Warren, paul.w.warren@bt.com

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