Design Concepts Towards Creating a Troubleshooting Knowledge Management SystemDesignkoncept för att skapa problemlösande system för kunskapsförvaltning

Abstract: Despite the influential impact of knowledge transfer in success of industrial domains, organizations still struggle to manage and maintain their experts’ knowledge and expertise. In this work, I target remote support engineers, and propose a model that supports them in capturing, visualizing, validating and sharing their knowledge in a way that is easily replicable in the future as well providing the means to access the right expert with the required expertise in case of shortage on documented knowledge. Based on field studies conducted, I identified remote support engineers’ needs for exchanging their knowledge and experiences gained during troubleshooting tasks. The design of the model was achieved by combining the theories of knowledge acquisition and applying HCI visualization tools. Finally, I conducted a participatory evaluation with experts from industrial sites to evaluate the model. The results of the evaluation indicate positive feedback towards the model presented and potential for improving the efficiency of troubleshooting procedures.