Hier finden Sie von Know-Center MitarbeiterInnen verfasste wissenschaftliche Publikationen


Timbrell G., Koller S., Schefe N., Lindstaedt Stefanie

A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes

Journal of Universal Computer Science, 2005

This paper explores a process view of call-centres and the knowledge infrastructuresthat support these processes. As call-centres grow and become more complex in their functionand organisation so do the knowledge infrastructures required to support their size andcomplexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call-centres anddiscusses associated knowledge management strategies for different sized centres. It introducesa Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classifycall-centre knowledge infrastructures. The model also demonstrates different types ofinterventions supporting knowledge management in call-centres. Finally the paper discusses thepossibilities of applying traditional maturity model approaches in this context.

Ley Tobias, Lindstaedt Stefanie , Albert D.

Supporting Competency Development in Informal Workplace Learning

Lecture Notes in Artificial Intelligence, Althoff, K.-D., Dengel, A., Bergmann, R., Nick, M., Roth-Berghofer, T., Springer, Heidelberg, 2005

This paper seeks to suggest ways to support informal, self-directed, work-integrated learning within organizations. We focus on a special type of learning in organizations, namely on competency development, that is a purposeful development of employee capabilities to perform well in a large array of situations. As competency development is inherently a self-directed development activity, we seek to support these activities primarily in an informal learning context. AD-HOC environments which allow employees context specific access to documents in a knowledge repository have been suggested to support learning in the workplace. In this paper, we suggest to use the competence performance framework as a means to enhance the capabilities of AD HOC environments to support competency development. The framework formalizes the tasks employees are working in and the competencies needed to perform the tasks. Relating tasks and competencies results in a competence performance structure, which structures both tasks and competencies in terms of learning prerequisites. We conclude with two scenarios that make use of methods established in informal learning research. The scenarios show how competence performance structures enhance feedback mechanisms in a coaching process between supervisor and employee and provide assistance for self directed learning from a knowledge repository.

Strohmaier M.

The B-KIDE Framework and Tool for Business Process Oriented Knowledge Infrastructure Development

Journal of Knowledge and Process Management, John Wiley & Sons, 2005

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