Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town

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dc.contributor.advisorPotgieter, Aneten_ZA
dc.contributor.authorBalikuddembe, Joseph Kibomboen_ZA
dc.date.accessioned2014-12-26T14:13:24Z
dc.date.available2014-12-26T14:13:24Z
dc.date.issued2005en_ZA
dc.descriptionIncludes bibliographical references.en_ZA
dc.description.abstractThis 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.en_ZA
dc.identifier.apacitationBalikuddembe, J. K. (2005). <i>Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/10107en_ZA
dc.identifier.chicagocitationBalikuddembe, Joseph Kibombo. <i>"Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2005. http://hdl.handle.net/11427/10107en_ZA
dc.identifier.citationBalikuddembe, J. 2005. Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Balikuddembe, Joseph Kibombo AB - 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. DA - 2005 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2005 T1 - Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town TI - Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town UR - http://hdl.handle.net/11427/10107 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/10107
dc.identifier.vancouvercitationBalikuddembe JK. Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2005 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/10107en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherInformation Technologyen_ZA
dc.titleTowards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Townen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMPhilen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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