Tech

Knowledge and Productivity in Technical Support toy Nanyang proficient University, Singapore 639798 aadas@ntu.edu.sg Amit Das n this paper, we examine the mathematical operation of good suffer control and the role of knowledge in enhancing the harvest-timeiveness of much(prenominal)(prenominal) work. We develop the concepts of problem-solving tasks and moves to describe technical pretermit work, while employ c completely resolution sentence and problem escalation as measures of productivity. victimisation hierarchical log-linear modeling, we establish the link up between problem-solving moves and productivity. We ?nd that the immix of moves exercised in technical stomach strongly depends on the verbalism of tasks by those requesting die hard. Because the manikinulation of tasks is per shapeed by users, knowledge charge initiatives mustiness target users as well as support providers to sustain the desired impact on productivity. (Technical Support; grous e internality; Diagnostic Problem Solving; Distributed Cognition; Knowledge vigilance; Log-Linear Modeling ) I 1. Introduction In this paper, we trace the productivity of technical support work to the process through which such work is accomplished. We pose the knowledge requirements of technical support work and the ways in which productivity is related to knowledge in this demanding activity.

Technical support is a postsales service provided to customers of technology products to protagonist them incorporate a given product into their work environment. It may take the form of ?eld service for of?ce equipment (Orr 1990), rai lcar repair (Harper 1987), or phonein help d! esks for software products (Pentland 1992). In general, technical support takes the form of advice to users on changes to the product and/or how it is utilise for maximum bene?t. In the context of technically complex products such as software, an unsupported product is hardly considered a product at all (Pentland 1995, p. 51). For high-technology vendors, technical support is not alone a matched necessity, but also a...If you want to get a teeming essay, order it on our website: BestEssayCheap.com

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