Experience Management : Foundations, Development Methodology, and Internet-Based Applications : Foundations, Development Methodology, and Internet-Based Applications - Ralph Bergmann

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Experience Management : Foundations, Development Methodology, and Internet-Based Applications

Foundations, Development Methodology, and Internet-Based Applications

By: Ralph Bergmann

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Paperback | 1 October 2002

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420 Pages

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22.86 x 15.24 x 1.27

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This book deals with experience management in the context of real-world applicability and realistic applications. A particular focus is given by the requirements that arise in complex problem solving and by the fact that modern experience management must be implemented as Internet-based applications. Concrete application areas that are discussed in this book are electronic commerce, diagnosis of complex technical equipment, and electronic design reuse. This book explores how experience management can be supported by information technology, especially by techniques that stem from knowledge-based systems, case-based reasoning, machine learning, and process modeling. It surveys different methods in a unified terminology and investigates them with respect to application requirements. Further, the process of application development and maintenance is highlighted, pointing out successful practically proven ways for obtaining and operating experience management applications.

Industry Reviews

From the reviews of the first edition:

"In the text the main conceptual questions for experience management are identified and a framework for this management is proposed. A large body of principal methods are analyzed and presented in a unified and concise terminology. ... I think that each reader of this book will meet the wish of the author expressed at the end of the preface - enjoy reading!" (Antonin Riha, Zentralblatt MATH, Vol. 1069, 2005)

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Introduction	p. 1
Complex Problem Solving in the Internet Age	p. 2
Knowledge Intensive Problem Solving	p. 2
Complexity Issues	p. 3
Internet-Based Applications	p. 3
Example Application Scenarios	p. 4
Electronic Commerce	p. 4
Diagnosis of Complex Technical Equipment	p. 5
Electronics Design	p. 6
Experience Reuse	p. 6
Basic Scenarios of Experience Reuse	p. 7
Expected Benefits of Experience Reuse	p. 8
Experience Management	p. 9
Knowledge Management	p. 9
Experience Management versus Knowledge Management	p. 11
Experience Management Activities	p. 12
Experience Management Definition	p. 14
Web Technologies for Experience Management	p. 14
Representing and Storing Experience on the Web	p. 14
Accessing Experience from the Web	p. 15
Limitations of Information Access Approaches for Experience Reuse	p. 16
Internet Technologies as Infrastructure for Experience Management	p. 17
Methods for Experience Management on the Conceptual Level	p. 17
Overview of This Book	p. 19
The Topic in a Nutshell	p. 19
Contributions from Recent Projects	p. 19
Structure of the Book	p. 21
Experience Management	p. 25
Knowledge, Experience and Their Characteristics	p. 26
Data, Information, and Knowledge	p. 26
Specific and General Knowledge	p. 27
Experience	p. 28
Representation of Experience and Related Knowledge for Reuse	p. 28
General Model for Experience Management	p. 30
Problem Solving Cycle	p. 32
Development and Maintenance Methodology	p. 34
Related Models	p. 36
Knowledge Management and Organizational Memory	p. 37
Quality Improvement Paradigm and Experience Factory	p. 38
The Case-Based Reasoning Cycle	p. 41
Knowledge Representation for Experience Management
Representing Experience	p. 47
Cases for Representing Experience	p. 48
Basic Case Structure	p. 48
A First General Formalization of Cases	p. 49
Utility of Experience	p. 50
Representing Experience with Respect to Utility	p. 52
Overview of Case Representation Approaches	p. 53
The Textual Approach	p. 53
The Conversational Approach	p. 54
The Structural Approach	p. 55
Comparing the Different Approaches	p. 57
Effort Required for the Different Approaches	p. 57
Focus on the Structural Approach	p. 60
Formalizing Structural Case Representations	p. 61
Attribute-Value Representation	p. 61
Object-Oriented Representations	p. 63
Graph Representations	p. 67
Predicate Logic Representations	p. 69
Relation to the General Definition	p. 70
Comparing Different Structural Case Representation Approaches	p. 71
Generalized Cases	p. 73
Extensional Definition of Generalized Cases	p. 74
Different Kinds of Generalized Cases	p. 74
Representation of Generalized Cases	p. 75
Hierarchical Representations and Abstract Cases	p. 78
Advantages of Abstract Cases	p. 78
Levels of Abstraction	p. 79
Kind of Cases	p. 80
Languages for Structural Case Representations	p. 81
Common Case Representation Language CASUEL	p. 81
The XML-based Orenge Modeling Language OML	p. 85
Choice of the Vocabulary	p. 90
Characterization Part	p. 90
Lesson Part	p. 91
Choice of Types	p. 91
Assessing Experience Utility	p. 93
Approximating Utility with Similarity	p. 94
Traditional View of Case-Based Reasoning	p. 94
Extended View	p. 95
Similarity Measures	p. 96
Relations between Similarity and Utility	p. 96
General Considerations Concerning Similarity and Distance	p. 100
Distance Measures	p. 100
Possible Properties of Similarity Measures	p. 101
Similarity and Fuzzy Sets	p. 102
Similarity Measures for Attribute-Value Representations	p. 103
Simple Measures for Binary Attributes	p. 103
Simple Measures for Numerical Attributes	p. 105
TheLocal-Global Principle	p. 106
Local Similarity Measures for Numeric Attributes	p. 107
Local Similarity Measures for Unordered and Totally Ordered Symbolic Attributes	p. 110
Taxonomically Ordered Symbolic Types	p. 111
Global Similarity Measures	p. 120
Similarity Measures for Object-Oriented Representations	p. 122
Example Use of Class Hierarchies and Object Similarities	p. 123
Computing Object Similarities	p. 125
Handling Multi-value Attributes	p. 129
Related Approaches	p. 131
Similarity Measures for Graph Representations	p. 131
Graph Matching	p. 132
Graph Editing	p. 134
Similarity Measures for Predicate Logic Representations	p. 135
Treating Atomic Formulas as Binary Attributes	p. 135
Similarity between Atomic Formulas	p. 135
Similarity through Logical Inference	p. 137
Similarity for Generalized Cases	p. 137
Canonical Extension of a Similarity Measure	p. 137
The General Problem of Similarity Assessment	p. 138
Representing Knowledge for Adaptation	p. 141
Rule-Based Representations	p. 142
Different Kinds of Rules	p. 142
Formalization for Rules in an Object-Oriented Framework	p. 144
An Example	p. 147
Operator-Based Representations	p. 149
Basic Approach	p. 149
Representation	p. 150
Restricting Adaptability with Consistency Constraints	p. 151
Generalized Cases	p. 152
Methods for Experience Management
User Communication	p. 155
Introduction to User Interaction	p. 156
A Basic Communication Architecture	p. 156
Requirements	p. 158
Distribution between Client and Server Side	p. 160
A Formal Dialog Model	p. 162
Overview	p. 162
Dialog Situation	p. 163
Dialog Interactions	p. 163
Dialog Strategy and Its Execution	p. 164
Predefined Static Dialog	p. 165
Three-Step Questionnaire-Based Problem Acquisition	p. 165
Static Domain Specific Dialogs	p. 166
Dynamic and Adaptable Strategies	p. 169
Criteria for Attribute Selection	p. 170
Compiling Dialog Strategies	p. 176
Dynamically Interpreted Strategies	p. 179
Learning from User Interaction	p. 180
Experience Presentation	p. 180
Simple Lesson Lists	p. 181
Experience Lists with External Links	p. 182
Adding Similarity Explanations	p. 182
Adaptive Experience Presentation	p. 185
Experience Retrieval	p. 187
General Considerations	p. 188
Formal Retrieval Task	p. 188
Storing Case Data in Databases	p. 189
Overview of Approaches	p. 190
Sequential Retrieval	p. 191
Indexing by kd-Tree Variants	p. 192
The Standard kd-Tree	p. 192
The Inreca Tree	p. 193
Building the Inreca Tree	p. 195
Retrieval with the Inreca-Tree	p. 197
Properties of kd-Tree Based Retrieval	p. 200
Fish and Shrink Retrieval	p. 200
BasicIdea	p. 201
Retrieval Algorithm	p. 202
Properties ofFish and Shrink	p. 205
Case Retrieval Nets	p. 206
The Case Retrieval Net Index Structure	p. 206
The Retrieval Algorithm	p. 208
Properties of Case Retrieval Nets	p. 209
SQL Approximation	p. 210
The Basic Idea	p. 210
The Retrieval Algorithm	p. 212
Properties of SQL Approximation	p. 215
Summary	p. 216
Experience Adaptation	p. 219
Overview and Characterization of Different Adaptation Approaches	p. 220
The Continuum of Adaptation Models	p. 220
Generative Adaptation	p. 222
Compositional Adaptation	p. 224
Hierarchical Adaptation	p. 225
Adaptation for Experience Management for Complex Problem Solving	p. 225
Theory of Transformational Adaptation	p. 225
Experience Transformations	p. 226
The Experience Transformation Process	p. 227
Similarity Measures in the Context of Experience Transformations	p. 228
Relation to Rewrite Systems	p. 229
Relation to Generalized Cases	p. 229
Adaptation with Explicit Transformation Knowledge	p. 230
Rule-Based Adaptation	p. 230
Interactive Operator-Based Adaptation	p. 231
Incremental Compositional Adaptation	p. 232
Highly Structured Problems	p. 233
Compositional Approach	p. 233
The Adaptation Cycle	p. 236
Controlling the Adaptation Cycle	p. 238
Adaptation as Hill-Climbing Search	p. 239
Developing and Maintaining Experience Management Applications	p. 241
Introduction	p. 242
General Purpose of a Methodology	p. 242
Methodology for Experience Management	p. 243
Contributions to Methodology Development	p. 243
INRECA Methodology Overview	p. 244
Process Modeling	p. 245
Experience Captured in Software Process Models	p. 247
The INRECA Experience Base	p. 247
Process Modeling in INRECA	p. 249
Technical, Organizational, and Managerial Processes	p. 249
Interaction among Processes	p. 250
Combining Processes to Process Models	p. 251
Generic and Specific Descriptions	p. 252
The Common Generic Level	p. 253
Overview	p. 253
Managerial Processes	p. 255
Technical Processes: Software Development	p. 257
Organizational Processes	p. 259
Documenting the INRECA Experience	p. 261
Process Description Sheets	p. 262
Product Description Sheets	p. 263
Simple Method Description Sheets	p. 265
Complex Method Description Sheets	p. 267
Reusing and Maintaining INRECA Experience	p. 267
The INRECA Reuse Procedure	p. 269
Relations to the EMM Problem Solving Cycle	p. 270
Development and Maintenance of the INRECA Experience Base	p. 271
Tool Support for the INRECA Methodology	p. 272
INRECA Experience Modeling Methodology Tool	p. 273
Knowledge Modeling Tools	p. 275
Experience Management Application Areas
Experience Management for Electronic Commerce	p. 281
Introduction to the Electronic Commerce Scenario	p. 282
Electronic Commerce Definition	p. 282
Transaction Model	p. 282
Knowledge Involved in Electronic Commerce	p. 284
Opportunities for Experience Management Support	p. 285
Analyzing Pre-sales Scenarios	p. 287
Customer Wishes	p. 287
Products	p. 289
Experience Representation for Product Search	p. 290
WEBSELL: A Generic Electronic Commerce Architecture	p. 293
Pathways Server and Dialog Components	p. 294
Case-Based Retrieval	p. 295
Collaborative Recommendation	p. 295
Customization	p. 297
Methodology Recipe for Electronic Commerce	p. 298
Requirements Acquisition	p. 298
Knowledge Modeling	p. 300
GUI Development	p. 301
Implement CBR Retrieval Engine	p. 302
Integrate CBR and GUI	p. 303
Application Overview	p. 303
Application: Product Catalog for Operational Amplifiers	p. 304
Vocabulary and User Interface	p. 306
Benefit Analysis	p. 306
Application: Customization of Electro-mechanical Components	p. 310
Vocabulary, Retrieval, Customization, and User Interface	p. 310
Benefit Analysis	p. 311
Experience Management for Self-Service and Help-Desk Support	p. 315
Introduction	p. 316
Structure and Representation of the Experience Base	p. 317
Object-Oriented Representation	p. 317
Case Structure	p. 317
Partitioning the Experience Base	p. 319
User and Roles	p. 319
Overall Architecture	p. 320
The Server	p. 321
The HOMER Client	p. 322
Hotline Component	p. 322
Create a New Problem Description	p. 322
Retrieving Problem Solutions	p. 325
Feedback from Problem Solving	p. 325
Methodology Recipe for Help-Desk Applications	p. 327
Managerial Processes during System Development	p. 327
Organizational Processes during System Development	p. 329
Technical Processes during System Development	p. 332
Managerial Processes during System Use	p. 335
Organizational Processes during System Use	p. 335
Technical Processes during System Use	p. 336
Process Model for a Help-Desk Project	p. 338
Evaluation of HOMER	p. 341
Benefits for the Help-Desk Operators	p. 342
Evaluation of the Methodology Recipe	p. 343
Summary	p. 346
Experience Management for Electronic Design Reuse	p. 347
Electronic Design Reuse	p. 348
Intellectual Properties	p. 348
IP Reuse	p. 349
Existing IP Reuse Support	p. 349
Challenges of Experience Management for IP Reuse	p. 351
Representation of Intellectual Properties	p. 352
IP Taxonomy	p. 352
IP Attributes	p. 353
IP Representation as Generalized Cases	p. 355
An Example IP	p. 355
Descriptions of Design Problems and Reuse-Related Knowledge	p. 358
Problem Descriptions	p. 358
Similarity Measures	p. 358
The READEE Prototype for DSP Selection	p. 361
Issues ofFuture Research	p. 363
List of Symbols	p. 365
References	p. 367
Index	p. 391
Table of Contents provided by Publisher. All Rights Reserved.

Experience Management : Foundations, Development Methodology, and Internet-Based Applications

Foundations, Development Methodology, and Internet-Based Applications

At a Glance

Paperback

Industry Reviews

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Defective items

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