A Web-based CBR knowledge management system for PC troubleshooting |
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Authors: | S. L. Wang S. H. Hsu |
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Affiliation: | (1) Institute of Industrial Engineering, National Chiao Tung University, Hsinchu, Taiwan ROC |
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Abstract: | Using case-based reasoning (CBR), the authors integrate the techniques of cognitive task analysis (CTA), hierarchical clustering and ontology and propose a Web-based CBR knowledge management (KM) system for investigating the construction of a KM system with multiple information techniques to support KM activity in industry. The maintenance service centres of a computer company are used as an example to illustrate extracting the maintenance knowledge necessary to construct a PC troubleshooting KM system. The effectiveness of applying a Web-based CBR KM system to support KM activities in the KM life cycle is subjected to practical verification. |
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Keywords: | Case-Based Reasoning (CBR) KM System Cognitive task analysis (CTA) Ontology Hierarchical Clustering |
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