Automated Quality Index for Knowledge Management
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Authors
Author (Corporation)
Publication date
2020
Typ of student thesis
Bachelor
Course of study
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Type
11 - Student thesis
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DOI of the original publication
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Volume
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Publisher / Publishing institution
Hochschule für Wirtschaft FHNW
Place of publication / Event location
Basel
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Abstract
Endress+Hauser after-sales service works with a CRM system, where a large amount of knowledge articles are available to resolve customer enquiries. In order to ensure that high quality standards are met, knowledge articles are periodically reviewed and evaluated by KCS Coaches based on the Article Quality Index (AQI), as proposed by the KCS guidelines. However, in the current situation, only excepts of all produced knowledge articles are looked at in a randomized fashion, since this is a labour intensive task and no partially automated tool is available.
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Subject (DDC)
330 - Wirtschaft
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Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
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Citation
WONG, Kit, 2020. Automated Quality Index for Knowledge Management. Basel: Hochschule für Wirtschaft FHNW. Verfügbar unter: https://irf.fhnw.ch/handle/11654/39555