Abstract
Customer service is essential to maintain good and lasting relationships. Many companies would like to reduce the cost of such support services. They have been looking for solutions many of which are created using IT tools. This paper will discuss a generic approach using IDEF3 process modelling methodology to provide such services in a flexible fashion. The approach results in the definition of a framework consisting of generic modelling methodology and software systems which captures the knowledge of experts and generates customer support systems tailored to the application requirements. The framework allows personnel, who do not have computer programming background, to generate such systems easily and the information can be accessed anywhere in the world.
Chapter PDF
Similar content being viewed by others
Keywords
References
Aamodt A., Nygard M. (1995). Different Roles and Mutual Dependencies of Data, Information, and Knowledge–An AI Perspective on Their Integration, Data and Knowledge Engineering, 16, 191–222
Asymetrix Corporation (1995). Toolbook User Manual and Ver.4 Update
Barkan P., Hinckley C.M. (1993). The Benefits and Limitations of Structured Design Methodologies, Manufacturing Review, 6(3), September, 211–20
Basnet C., Mize J.H. (1995). A Rule-based, Object-oriented Framework for Operating Flexible Manufacturing Systems, Int.J.Prod.Res., 33 (5), 1417–31
Bravoco R.R., Yadav S.B. (1985). Requirement Definition Architecture–An Overview, Computers in Industry, 6, 237–51
Chatwin C.R., Abdullah H.A., Watson I.A. (1996). A Knowledge-based System for Operations Management in a Small to Medium Sized Enterprise, The International Journal of Advanced Manufacturing Technology, 11, 381–6
Chen Y.B., Li X., Orady E. (1996). Integrated Dignosis Using Information-GainWeighted Radial Basis Function Neural Networks, Computers and Industrial Engineering, 30 (2), 243–55
Huang H.H., Wang H.P.B. (1996). Machine Fault Diagnostics Using a Transputer Network, Computers and Industrial Engineering, 30 (2), 269–81
Karsal G., Padalkar S., Franke H., Sztipanovits J., DeCaria F. (1996). A Practical Method for Creating Plant Diagnostics Applications, Integrated Computer-Aided Engineering, 3 (4), 291–304
KBSI (Knowledge Based Systems, Inc.) (1997). Introduction to IDEF,http://www.kbsi.com
Kim K.Y., Kang M.S., Song G.W., Kim C.T. (1996). Development of Maintenance Supporting Expert System for Thermal Power Plant Boilers”, Proceedings of the Pacific Conference on Manufacturing Engineering, 1, 2931 October, Seoul, Korea, 78–83
Koshy T.T., Gramopadhye A.K., Kennedy W.J., Ramu N.V. (1996). Application of Hypertext Technology to Assist Maintenance on the Shop Floor, Computers and Industrial Engineering, 30 (2), 283–95
Lee J (1994). Manufacturing Globalization: New Challenges for the Computer-Integrated Manufacturing, Proceedings of the 4 th International Conference on Computer Integration Manufacturing and Automation Technology, 10–12 October, Troy, U.S.A., 206–7
Patel S.A., Kamrani A.K.K. (1996). Intelligent Decision Support System for Diagnosis and Maintenance of Automated Systems, Computers and Industrial Engineering, 30 (2), 293–319
Rubin S.H. (1996). Computer-assisted Instruction in Engineering Education and Training, Journal of Computers and Industrial Engineering, 30 (4), 765–79
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 1999 Springer Science+Business Media New York
About this chapter
Cite this chapter
Mo, J.P.T., Nemes, L. (1999). Framework for automatic creation of remote operations support systems. In: Mills, J.J., Kimura, F. (eds) Information Infrastructure Systems for Manufacturing II. DIISM 1998. IFIP — The International Federation for Information Processing, vol 16. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-35385-2_6
Download citation
DOI: https://doi.org/10.1007/978-0-387-35385-2_6
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4757-5477-3
Online ISBN: 978-0-387-35385-2
eBook Packages: Springer Book Archive