Table of content
From knowledge management to EPSS ... 3
1. Knowledge management as management function ... 3
1.1 Kinds of knowledge ... 4
1.2 Solutions for knowledge management ... 5
2. Trends – How should knowledge be processed and offered? ... 7
2.1 Micro instead of macro ... 7
2.2 Demonstration instead of description ... 7
2.3 Accompany instead of order ... 7
2.4 Benefit from the others’ knowledge ... 7
2.5 Mobile and always accessible ... 8
3. Electronic Performance Support System ... 8
3.1 Components ... 9
3.2 Advantages of EPSS ... 10
From knowledge management to EPSS
1.
Knowledge management as management function
With the rapid advancement of information and communication technology in the last years the re-source “knowledge”, as an immaterial factor of production, became more and more important for each company. Today the handling of the company resource “knowledge” builds a conceptual focus not only to accumulate knowledge, but also to categorise, aggregate and reuse it again.
The aim of knowledge management is a job-oriented approach with defined knowledge, skills and core competencies.
1.1
Kinds of knowledge
Basically knowledge can be distinguished into two kinds:
explicit or codified knowledge asks for the What?
Explicit knowledge includes data (facts, pictures) and information (structured data). Out of it, it forms structured information, which will be set into a specific context, i.e. a job-related task. Explicit knowledge is built actively. Furthermore this kind of knowledge can be coded, transferred, com-bined, recorded and recalled in a relatively easy way.
The second kind of knowledge is
tacit or experienced based knowledge asks for the How?
Tacit knowledge is based on individual and personal abilities. It is expressed by the knowhow, the capabilities and skills of an individual human being, extended by personal experiences. Tacit knowledge is hard to codify and often contained in processes and products.
In general knowledge management offers the functions to:
identify relevant knowledge,
identify knowledge resources,
accumulate, categorise and organise knowledge,
provide, recall and share knowledge,
1.2
Solutions for knowledge management
One can distinguish two solutions for knowledge management - IT based solutions and services - which support:
Groupware (communication and conference solutions),
Document Management Systems,
Content Management Systems,
Systems for decision support,
Training and simulation applications.
Beside IT based solutions nontechnical approaches can also be pursued. This includes:
knowledge management (e.g. training in the form of consultancy),
story-telling as a form of sharing tacit knowledge, e.g. by case studies to develop solution algo-rithms for problems,
coaching by experts, with the aim to share expert knowledge.
Typical single IT based solutions for mainly explicit knowledge management are WIKI software, Fre-quently Asked Questions (FAQ) or documentation with online help.
1.2.1WIKI software
WIKI as a classical form is a collection of websites with defined con-tents and bases on a simple Content Management System to man-age and present contents. Beside texts and pictures multimedia re-sources can also be parts of websites. Via the WIKI function sites can be set up, that allow the creation, addition and editing of articles. WIKI articles can be written multilingual and should underlie an ap-proval process. Comprehensive links and references characterise the content of WIKIs.
1.2.2FAQ Forum
A FAQ permits a fast access on frequently asked questions and information. Therefore it is well-suited for supporting customers and/or service centres. The FAQ forum offers the possibility to catalogue, edit and add frequently asked questions and their an-swers. It is easily extendable and updatable. By varied search functions FAQs can be recalled „just in time“.
1.2.3Documentation and online help
The documentation, as reference and compendium, is the basis for an online help. It introduces a product, offers overview and background knowledge and assists in problem solution. An online help can assist the user directly while working with the software, if necessary.
Manual and online help are complementary. They should be able to show the most important operational steps, which the users should know. The texts are short and concise. Specified information is direct-ly accessible by usefuldirect-ly arranged hyperlinks. A detailed index or a search function for the whole text assists in finding the requested in-formation. A contextual access on information is possible.
1.2.4Training and simulation solutions
Complex training and simulation solutions provide a possibility to process, codify and to record both explicit and tacit knowledge because training and simulation solutions often use software in form of a scenario generator.
Additionally to the real imaging of processes in the simulation, actions will be generated which are subject to the critical evaluation by a user. Their following actions affect the system’s behaviour. With the possibility to generate complex scenarios as single or team actions it is possible to codify explicit and tacit knowledge. For describing scenarios we use objective data and information, but also knowledge about procedures and processes.
With it knowledge of an instructor/expert can be codified and recorded in a certain extent. Case studies and scenarios can be adjusted or newly created as a latest problem presentation.
That makes it possible to counteract the problem “Skill Fading” in an effective way.
Conclusion:
2.
Trends – How should knowledge be processed and offered?
Processing of knowledge shall be slim, mobile and pictorial. Information shall be prepared and or-ganised in a standardised format.
The following trends point outthese requirements:
2.1
Micro instead of macro
High value of benefit – the found information must be actual, helpful and suitable. “Micro learning” provides the users with con-textual information, so-called knowledge modules. This form of informal learning is highly effective as questions are clarified, which come up during work.
Micro solutions are faster to create, easier to understand, better to communicate and easier to change. Short texts are preferred to be read and commented.
2.2
Demonstration instead of description
Operating procedures are faster to understand, when they are demonstrated. To see and to understand is better than to fol-low only textual descriptions. Working with CAD data minimised the effort for the visualisation of products and processes. Intui-tively easy to understand units support the presentation of knowledge modules.
2.3
Accompany instead of order
A knowledge-based preparation shall be orientated to the tasks of the users and meet the right technical terminology expected by the user.
2.4
Benefit from the others’ knowledge
Today’s information and communication technology makes it possible to change the handling with information radically. Instead of unilateral ways of communication and information many users can be involved to benefit from the knowledge of others and so perform better. Via WIKIs, blogs and fo-rums knowledge can be exchanged worldwide effectively, in real time and without many efforts.
2.5
Mobile and always accessible
The more complex the task is, the more important is the direct access to the suitable information. In order to notice a range of information the mobile access must be fast, easy and uncomplicated. Deal-ing with and handlDeal-ing of offered information should be done in a familiar way. Expectations by the users are a clear structure of content and navigation as well as an attractive presentation.
3.
Electronic Performance Support System
These trends are taken up by the Electronic Performance Support solutions. Electronic Performance Support Systems (EPSS) implement “Micro learning“ and thereby refer to different internal and ex-ternal sources of information. They join different applications to have an optimal range and presenta-tion of the required informapresenta-tion.
Accurate contextual information, as far as possible without any media break, is the overall approach of an EPSS.
3.1
Components
Typical applications to be prepared for an EPSS are for example:
manuals for operation, maintenance and repair,
technical drawings, circuit diagrams,
error lists, error codes
training materials, electronic training content with audio, video, 3D animation and virtual worlds.
Typical target groups addressed for using an EPSS are:
Beginners, Returners, Service engineer, Customers. in-house training external training
3.2
Advantages of EPSS
With regard to the different applications that are used EPSS offers the following advantages:
streamlined process support,
problem-oriented learning courses,
use of the ‘Single Source Principle’ and therefore faster updates of content.
3.3
Technical concept (overview)
The new media as well as changing user expectations accelerate the trend, to create content from one source. As a result, content is easier to reproduce. To keep in mind the ‘Single Source Princi-ple’ supporting systems should use common standards. An essential basis is the standardization for documentation and training data, as it happens in the initiatives for between S1000D and SCORM“.
The basis of the EPSS are the modules:
Administration; life-time documentation;
product model
User manual; authoring tool for
mainte-nance requirements S1000D) Presentation; orders, tasks
and steps for maintenance; feedback Repository Media (audio, pictures, video, 3D) Simpli-fied product model Manuals (S1000D) life-time docu- men-tation
Knowledge Base (database) MySql Server)
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For questions or for further information please contact us: MarineSoft GmbH Friedrich-Barnewitz-Str. 2 18119 Rostock +49381 12835-0 +49 381 12835-55 [email protected] www.marinesoft.de
