Table of content. Electronic Performance Support System

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2 Table of content From knowledge management to EPSS Knowledge management as management function Kinds of knowledge Solutions for knowledge management Trends How should knowledge be processed and offered? Micro instead of macro Demonstration instead of description Accompany instead of order Benefit from the others knowledge Mobile and always accessible Electronic Performance Support System Components Advantages of EPSS Technical concept (overview) MarineSoft GmbH January 2015 Page 2 of 11

3 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 resource 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. Remote MarineSoft GmbH January 2015 Page 3 of 11

4 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, combined, 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, record and renew knowledge. MarineSoft GmbH January 2015 Page 4 of 11

5 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 algorithms 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, Frequently Asked Questions (FAQ) or documentation with online help WIKI software WIKI as a classical form is a collection of websites with defined contents and bases on a simple Content Management System to manage and present contents. Beside texts and pictures multimedia resources 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 approval process. Comprehensive links and references characterise the content of WIKIs FAQ 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 answers. It is easily extendable and updatable. By varied search functions FAQs can be recalled just in time. MarineSoft GmbH January 2015 Page 5 of 11

6 1.2.3 Documentation 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 directly accessible by usefully arranged hyperlinks. A detailed index or a search function for the whole text assists in finding the requested information. A contextual access on information is possible Training 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: Deliver just the right portion of knowledge to the right person, just-in-time, anytime, anywhere. MarineSoft GmbH January 2015 Page 6 of 11

7 2. Trends How should knowledge be processed and offered? Processing of knowledge shall be slim, mobile and pictorial. Information shall be prepared and organised in a standardised format. The following trends point out these 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 contextual 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 follow only textual descriptions. Working with CAD data minimised the effort for the visualisation of products and processes. Intuitively 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 forums knowledge can be exchanged worldwide effectively, in real time and without many efforts. MarineSoft GmbH January 2015 Page 7 of 11

8 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. Dealing with and handling 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 external sources of information. They join different applications to have an optimal range and presentation of the required information. Accurate contextual information, as far as possible without any media break, is the overall approach of an EPSS. MarineSoft GmbH January 2015 Page 8 of 11

9 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 MarineSoft GmbH January 2015 Page 9 of 11

10 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 Principle 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. Administration; life-time documentation; product model Presentation; orders, tasks and steps for maintenance; feedback User manual; authoring tool for maintenance requirements S1000D) Search and suggestion for relevant documents Knowledge Base (database) MySql Server) Repository Simplified product model life-time documentation Manuals (S1000D) Media (audio, pictures, video, 3D) The basis of the EPSS are the modules: knowledge base (KB) and repository, administration tool, authoring tool, desktop solution and mobile devices. MarineSoft GmbH January 2015 Page 10 of 11

11 For questions or for further information please contact us: MarineSoft GmbH Friedrich-Barnewitz-Str Rostock info@marinesoft.de MarineSoft GmbH January 2015 Page 11 of 11