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In the context of the Smart Recommender System for Medium Sized Entreprises SRS-4-MSE project of the Institute of Business Engineering IBE of the University of Applied Sciences Northwestern Switzerland FHNW, this thesis investigates the main success factors for the design of effective and efficient assistance systems in socio-technical environments. By following the SRS-4-MSE, concrete implications are sought that can be derived for this project from the work presented here. For this purpose, the questions of how a good planning process is defined and what an assistance system is, are explored. How a self-learning assistance system has to be designed, so that the human being learns as well as the machine, and how a planning process with an assistance system can be designed. The main results of this project work can be divided into the areas of planning process and assistance system and assigned to the respective levels according to PTO. In the area of planning process these are: Understanding about process as a key factor (people), monitoring of processes as a basis for decision making (technology), processes have to be continuously adapted to their environment (organization). Regarding assistance systems, these are: Humans must understand technology (people), the "right" use of technology is to be decided (technology), role distribution between humans and machines must be clarified (organization). From this, 19 key insights could be derived, which form the basis for the assistance process. This in turn covers the entire course from design to optimization of an assistance system in a planning process in five phases: Requirements & Design, Introduction, Application, Control and Need for Action.

Institut für Business Engineering

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