Browsing by Author "Balikuddembe, Joseph Kibombo"

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    Managing economic value and uncertainty on software projects : an empirical study with the CASSE framework
    (2009) Balikuddembe, Joseph Kibombo; Bagula, Antoine
    Lack of adaptive-predictor models in software development renders the decision-making process complex, principally when evaluating investment options. Prior work has presented various approaches which are still non-integrated, requiring rigour to embrace overall economic value and uncertainty management. In this study. a complex Adaptive Software Engineering Framework which uses the Actor objective Dependency Analysis (AOD) technique is proposed as a feasible option. It is aimed at providing a useful technique for monitoring and controlling value propositions in terms of cost, schedule, and progress of complex issues in software.
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    Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town
    (2005) Balikuddembe, Joseph Kibombo; Potgieter, Anet
    This paper presents the findings from a study, which was carried out to investigate how the design of knowledge management systems could be improved for enhanced performance and greater customer satisfaction. The ICTS Department's helpdesk at the University of Cape Town, South Africa, was the venue for this case study. The study set out to meet the following objectives: - undertaking a knowledge acquisition strategy by carrying out a systems evaluation and analysis of the existing web-based user support system, - suggesting a knowledge representation model for an adaptive web-based user support system, and - developing and testing an online troubleshooter prototype for an improved knowledge use support system. To achieve the objectives of the study, knowledge engineering techniques were deployed on top of a qualitative research design. Questionnaires, which were supplemented by interview guides and observations, were the research tools used in gathering the data. In addition to this, a representative sample of the ICTS clientele and management was interviewed. It was discovered that poorly designed knowledge management systems cause frustration among the clientele who interact with the system. Specifically, it was found that the language used for knowledge representation plays a vital role in determining how best users can interpret knowledge items in a given knowledge domain. In other words, knowledge modelling and representation can improve knowledge representation if knowledge engineering techniques are appropriately followed in designing knowledge based systems. It was concluded that knowledge representation can be improved significantly if, firstly, the ontology technique is embraced as a mechanism of knowledge representation. Secondly, using hierarchies and taxonomies improves navigability in the knowledge structure. Thirdly, visual knowledge representation that supplements textual knowledge adds more meaning to the user, and is such a major and important technique that it can even cater for novice users.