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The Application of a Modified Card Sort in the Creation of an Order Management Knowledge-base

Eccleson, Paul; Jakfeld, Christoph

HPL-92-76

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Abstract: Generalized knowledge acquisition tools have been developed which will support the elicitation of knowledge from human experts. This paper will show how the adaptation and specialization of the card sorting knowledge elicitation technique has proved useful in one important application within Hewlett-Packard. Hewlett-Packard (HP) is introducing an order information management system which contains embedded knowledge-bases for automated handling of customer requirements. The knowledge bases will be created and maintained by each HP entity that uses a copy of the system. This paper will outline how the application of a modified card sorting method has assisted in the creation of such knowledge-bases and how a tool to support the modified technique has been developed to assist every HP entity involved in such a creation process.

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