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

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

Foundations, Development Methodology, and Internet-Based Applications


Published: October 2002
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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. a? I think that each reader of this book will meet the wish of the author expressed at the end of the preface a?? enjoy reading!" (Anton?-n R?-ha, Zentralblatt MATH, Vol. 1069, 2005)

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. a ] I think that each reader of this book will meet the wish of the author expressed at the end of the preface a" enjoy reading!" (AntonA-n RA-ha, Zentralblatt MATH, Vol. 1069, 2005)

Introductionp. 1
Complex Problem Solving in the Internet Agep. 2
Knowledge Intensive Problem Solvingp. 2
Complexity Issuesp. 3
Internet-Based Applicationsp. 3
Example Application Scenariosp. 4
Electronic Commercep. 4
Diagnosis of Complex Technical Equipmentp. 5
Electronics Designp. 6
Experience Reusep. 6
Basic Scenarios of Experience Reusep. 7
Expected Benefits of Experience Reusep. 8
Experience Managementp. 9
Knowledge Managementp. 9
Experience Management versus Knowledge Managementp. 11
Experience Management Activitiesp. 12
Experience Management Definitionp. 14
Web Technologies for Experience Managementp. 14
Representing and Storing Experience on the Webp. 14
Accessing Experience from the Webp. 15
Limitations of Information Access Approaches for Experience Reusep. 16
Internet Technologies as Infrastructure for Experience Managementp. 17
Methods for Experience Management on the Conceptual Levelp. 17
Overview of This Bookp. 19
The Topic in a Nutshellp. 19
Contributions from Recent Projectsp. 19
Structure of the Bookp. 21
Experience Managementp. 25
Knowledge, Experience and Their Characteristicsp. 26
Data, Information, and Knowledgep. 26
Specific and General Knowledgep. 27
Experiencep. 28
Representation of Experience and Related Knowledge for Reusep. 28
General Model for Experience Managementp. 30
Problem Solving Cyclep. 32
Development and Maintenance Methodologyp. 34
Related Modelsp. 36
Knowledge Management and Organizational Memoryp. 37
Quality Improvement Paradigm and Experience Factoryp. 38
The Case-Based Reasoning Cyclep. 41
Knowledge Representation for Experience Management
Representing Experiencep. 47
Cases for Representing Experiencep. 48
Basic Case Structurep. 48
A First General Formalization of Casesp. 49
Utility of Experiencep. 50
Representing Experience with Respect to Utilityp. 52
Overview of Case Representation Approachesp. 53
The Textual Approachp. 53
The Conversational Approachp. 54
The Structural Approachp. 55
Comparing the Different Approachesp. 57
Effort Required for the Different Approachesp. 57
Focus on the Structural Approachp. 60
Formalizing Structural Case Representationsp. 61
Attribute-Value Representationp. 61
Object-Oriented Representationsp. 63
Graph Representationsp. 67
Predicate Logic Representationsp. 69
Relation to the General Definitionp. 70
Comparing Different Structural Case Representation Approachesp. 71
Generalized Casesp. 73
Extensional Definition of Generalized Casesp. 74
Different Kinds of Generalized Casesp. 74
Representation of Generalized Casesp. 75
Hierarchical Representations and Abstract Casesp. 78
Advantages of Abstract Casesp. 78
Levels of Abstractionp. 79
Kind of Casesp. 80
Languages for Structural Case Representationsp. 81
Common Case Representation Language CASUELp. 81
The XML-based Orenge Modeling Language OMLp. 85
Choice of the Vocabularyp. 90
Characterization Partp. 90
Lesson Partp. 91
Choice of Typesp. 91
Assessing Experience Utilityp. 93
Approximating Utility with Similarityp. 94
Traditional View of Case-Based Reasoningp. 94
Extended Viewp. 95
Similarity Measuresp. 96
Relations between Similarity and Utilityp. 96
General Considerations Concerning Similarity and Distancep. 100
Distance Measuresp. 100
Possible Properties of Similarity Measuresp. 101
Similarity and Fuzzy Setsp. 102
Similarity Measures for Attribute-Value Representationsp. 103
Simple Measures for Binary Attributesp. 103
Simple Measures for Numerical Attributesp. 105
TheLocal-Global Principlep. 106
Local Similarity Measures for Numeric Attributesp. 107
Local Similarity Measures for Unordered and Totally Ordered Symbolic Attributesp. 110
Taxonomically Ordered Symbolic Typesp. 111
Global Similarity Measuresp. 120
Similarity Measures for Object-Oriented Representationsp. 122
Example Use of Class Hierarchies and Object Similaritiesp. 123
Computing Object Similaritiesp. 125
Handling Multi-value Attributesp. 129
Related Approachesp. 131
Similarity Measures for Graph Representationsp. 131
Graph Matchingp. 132
Graph Editingp. 134
Similarity Measures for Predicate Logic Representationsp. 135
Treating Atomic Formulas as Binary Attributesp. 135
Similarity between Atomic Formulasp. 135
Similarity through Logical Inferencep. 137
Similarity for Generalized Casesp. 137
Canonical Extension of a Similarity Measurep. 137
The General Problem of Similarity Assessmentp. 138
Representing Knowledge for Adaptationp. 141
Rule-Based Representationsp. 142
Different Kinds of Rulesp. 142
Formalization for Rules in an Object-Oriented Frameworkp. 144
An Examplep. 147
Operator-Based Representationsp. 149
Basic Approachp. 149
Representationp. 150
Restricting Adaptability with Consistency Constraintsp. 151
Generalized Casesp. 152
Methods for Experience Management
User Communicationp. 155
Introduction to User Interactionp. 156
A Basic Communication Architecturep. 156
Requirementsp. 158
Distribution between Client and Server Sidep. 160
A Formal Dialog Modelp. 162
Overviewp. 162
Dialog Situationp. 163
Dialog Interactionsp. 163
Dialog Strategy and Its Executionp. 164
Predefined Static Dialogp. 165
Three-Step Questionnaire-Based Problem Acquisitionp. 165
Static Domain Specific Dialogsp. 166
Dynamic and Adaptable Strategiesp. 169
Criteria for Attribute Selectionp. 170
Compiling Dialog Strategiesp. 176
Dynamically Interpreted Strategiesp. 179
Learning from User Interactionp. 180
Experience Presentationp. 180
Simple Lesson Listsp. 181
Experience Lists with External Linksp. 182
Adding Similarity Explanationsp. 182
Adaptive Experience Presentationp. 185
Experience Retrievalp. 187
General Considerationsp. 188
Formal Retrieval Taskp. 188
Storing Case Data in Databasesp. 189
Overview of Approachesp. 190
Sequential Retrievalp. 191
Indexing by kd-Tree Variantsp. 192
The Standard kd-Treep. 192
The Inreca Treep. 193
Building the Inreca Treep. 195
Retrieval with the Inreca-Treep. 197
Properties of kd-Tree Based Retrievalp. 200
Fish and Shrink Retrievalp. 200
BasicIdeap. 201
Retrieval Algorithmp. 202
Properties ofFish and Shrinkp. 205
Case Retrieval Netsp. 206
The Case Retrieval Net Index Structurep. 206
The Retrieval Algorithmp. 208
Properties of Case Retrieval Netsp. 209
SQL Approximationp. 210
The Basic Ideap. 210
The Retrieval Algorithmp. 212
Properties of SQL Approximationp. 215
Summaryp. 216
Experience Adaptationp. 219
Overview and Characterization of Different Adaptation Approachesp. 220
The Continuum of Adaptation Modelsp. 220
Generative Adaptationp. 222
Compositional Adaptationp. 224
Hierarchical Adaptationp. 225
Adaptation for Experience Management for Complex Problem Solvingp. 225
Theory of Transformational Adaptationp. 225
Experience Transformationsp. 226
The Experience Transformation Processp. 227
Similarity Measures in the Context of Experience Transformationsp. 228
Relation to Rewrite Systemsp. 229
Relation to Generalized Casesp. 229
Adaptation with Explicit Transformation Knowledgep. 230
Rule-Based Adaptationp. 230
Interactive Operator-Based Adaptationp. 231
Incremental Compositional Adaptationp. 232
Highly Structured Problemsp. 233
Compositional Approachp. 233
The Adaptation Cyclep. 236
Controlling the Adaptation Cyclep. 238
Adaptation as Hill-Climbing Searchp. 239
Developing and Maintaining Experience Management Applicationsp. 241
Introductionp. 242
General Purpose of a Methodologyp. 242
Methodology for Experience Managementp. 243
Contributions to Methodology Developmentp. 243
INRECA Methodology Overviewp. 244
Process Modelingp. 245
Experience Captured in Software Process Modelsp. 247
The INRECA Experience Basep. 247
Process Modeling in INRECAp. 249
Technical, Organizational, and Managerial Processesp. 249
Interaction among Processesp. 250
Combining Processes to Process Modelsp. 251
Generic and Specific Descriptionsp. 252
The Common Generic Levelp. 253
Overviewp. 253
Managerial Processesp. 255
Technical Processes: Software Developmentp. 257
Organizational Processesp. 259
Documenting the INRECA Experiencep. 261
Process Description Sheetsp. 262
Product Description Sheetsp. 263
Simple Method Description Sheetsp. 265
Complex Method Description Sheetsp. 267
Reusing and Maintaining INRECA Experiencep. 267
The INRECA Reuse Procedurep. 269
Relations to the EMM Problem Solving Cyclep. 270
Development and Maintenance of the INRECA Experience Basep. 271
Tool Support for the INRECA Methodologyp. 272
INRECA Experience Modeling Methodology Toolp. 273
Knowledge Modeling Toolsp. 275
Experience Management Application Areas
Experience Management for Electronic Commercep. 281
Introduction to the Electronic Commerce Scenariop. 282
Electronic Commerce Definitionp. 282
Transaction Modelp. 282
Knowledge Involved in Electronic Commercep. 284
Opportunities for Experience Management Supportp. 285
Analyzing Pre-sales Scenariosp. 287
Customer Wishesp. 287
Productsp. 289
Experience Representation for Product Searchp. 290
WEBSELL: A Generic Electronic Commerce Architecturep. 293
Pathways Server and Dialog Componentsp. 294
Case-Based Retrievalp. 295
Collaborative Recommendationp. 295
Customizationp. 297
Methodology Recipe for Electronic Commercep. 298
Requirements Acquisitionp. 298
Knowledge Modelingp. 300
GUI Developmentp. 301
Implement CBR Retrieval Enginep. 302
Integrate CBR and GUIp. 303
Application Overviewp. 303
Application: Product Catalog for Operational Amplifiersp. 304
Vocabulary and User Interfacep. 306
Benefit Analysisp. 306
Application: Customization of Electro-mechanical Componentsp. 310
Vocabulary, Retrieval, Customization, and User Interfacep. 310
Benefit Analysisp. 311
Experience Management for Self-Service and Help-Desk Supportp. 315
Introductionp. 316
Structure and Representation of the Experience Basep. 317
Object-Oriented Representationp. 317
Case Structurep. 317
Partitioning the Experience Basep. 319
User and Rolesp. 319
Overall Architecturep. 320
The Serverp. 321
The HOMER Clientp. 322
Hotline Componentp. 322
Create a New Problem Descriptionp. 322
Retrieving Problem Solutionsp. 325
Feedback from Problem Solvingp. 325
Methodology Recipe for Help-Desk Applicationsp. 327
Managerial Processes during System Developmentp. 327
Organizational Processes during System Developmentp. 329
Technical Processes during System Developmentp. 332
Managerial Processes during System Usep. 335
Organizational Processes during System Usep. 335
Technical Processes during System Usep. 336
Process Model for a Help-Desk Projectp. 338
Evaluation of HOMERp. 341
Benefits for the Help-Desk Operatorsp. 342
Evaluation of the Methodology Recipep. 343
Summaryp. 346
Experience Management for Electronic Design Reusep. 347
Electronic Design Reusep. 348
Intellectual Propertiesp. 348
IP Reusep. 349
Existing IP Reuse Supportp. 349
Challenges of Experience Management for IP Reusep. 351
Representation of Intellectual Propertiesp. 352
IP Taxonomyp. 352
IP Attributesp. 353
IP Representation as Generalized Casesp. 355
An Example IPp. 355
Descriptions of Design Problems and Reuse-Related Knowledgep. 358
Problem Descriptionsp. 358
Similarity Measuresp. 358
The READEE Prototype for DSP Selectionp. 361
Issues ofFuture Researchp. 363
List of Symbolsp. 365
Referencesp. 367
Indexp. 391
Table of Contents provided by Publisher. All Rights Reserved.

ISBN: 9783540441915
ISBN-10: 3540441913
Series: Lecture Notes in Computer Science / Lecture Notes in Artific
Audience: General
Format: Paperback
Language: English
Number Of Pages: 398
Published: October 2002
Publisher: Springer-Verlag Berlin and Heidelberg Gmbh & Co. Kg
Country of Publication: DE
Dimensions (cm): 23.39 x 15.6  x 2.18
Weight (kg): 0.59