Title: Delivering knowledge in the field

Authors: Habin Lee, John W. Shepherdson, Simon Case, Hyung Jun Ahn

Addresses: Brunel Business School, Room 001, Elliott Jaques Building, Brunel University, Kingston Lane, Uxbridge, Middlesex, UB8 3PH, UK. ' British Telecommunications plc., Orion G pp10, Adastral Park, Martlesham Heath, Ipswich, Suffolk IP5 3RE, UK. ' British Telecommunications plc., Orion G pp10, Adastral Park, Martlesham Heath, Ipswich, Suffolk IP5 3RE, UK. ' School of Business Administration, Hongik University, 72-1 Sangsoo-dong Mapo-gu, Seoul, 121-791 S. Korea

Abstract: This paper proposes an agent-based system for knowledge management in a mobile work environment. The system is developed based on a real case of telecommunications service provision and maintenance. In the system, cooperating multi-agents play a central role by integrating heterogeneous systems to collect and provide related knowledge for effective execution of mobile tasks and problem solving. The proposed system is expected to increase both the performance of the mobile workforce and customer satisfaction by facilitating creation and sharing of knowledge.

Keywords: knowledge management; KM; multi-agent systems; field engineers; workflow; mobile work environments; workplaces; telecommunications industry; BT; United Kingdom; UK; heterogeneous systems integration; mobile tasks; problem solving; performance improvement; mobile workforce; customer satisfaction; knowledge creation; knowledge sharing; technology adoption; value chain management; ICT; information technology; communications technology; culture; socio-technical aspects.

DOI: 10.1504/IJVCM.2010.031804

International Journal of Value Chain Management, 2010 Vol.4 No.1/2, pp.100 - 119

Published online: 24 Feb 2010 *

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