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Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town
Includes bibliographical references.
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Department of Information Systems
2014
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| _version_ | 1867614455158800384 |
|---|---|
| access_status_str | Open Access |
| author | Balikuddembe, Joseph Kibombo |
| author2 | Potgieter, Anet |
| author_browse | Balikuddembe, Joseph Kibombo Potgieter, Anet |
| author_facet | Potgieter, Anet Balikuddembe, Joseph Kibombo |
| author_sort | Balikuddembe, Joseph Kibombo |
| collection | Thesis |
| description | Includes bibliographical references. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/10107 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:52:18.834Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/10107 Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town Balikuddembe, Joseph Kibombo Potgieter, Anet Information Technology Includes bibliographical references. This paper presents the findings from a study, which was carried out to investigate how the design of knowledge management systems could be improved for enhanced performance and greater customer satisfaction. The ICTS Department's helpdesk at the University of Cape Town, South Africa, was the venue for this case study. The study set out to meet the following objectives: - undertaking a knowledge acquisition strategy by carrying out a systems evaluation and analysis of the existing web-based user support system, - suggesting a knowledge representation model for an adaptive web-based user support system, and - developing and testing an online troubleshooter prototype for an improved knowledge use support system. To achieve the objectives of the study, knowledge engineering techniques were deployed on top of a qualitative research design. Questionnaires, which were supplemented by interview guides and observations, were the research tools used in gathering the data. In addition to this, a representative sample of the ICTS clientele and management was interviewed. It was discovered that poorly designed knowledge management systems cause frustration among the clientele who interact with the system. Specifically, it was found that the language used for knowledge representation plays a vital role in determining how best users can interpret knowledge items in a given knowledge domain. In other words, knowledge modelling and representation can improve knowledge representation if knowledge engineering techniques are appropriately followed in designing knowledge based systems. It was concluded that knowledge representation can be improved significantly if, firstly, the ontology technique is embraced as a mechanism of knowledge representation. Secondly, using hierarchies and taxonomies improves navigability in the knowledge structure. Thirdly, visual knowledge representation that supplements textual knowledge adds more meaning to the user, and is such a major and important technique that it can even cater for novice users. 2014-12-26T14:13:24Z 2014-12-26T14:13:24Z 2005 Master Thesis Masters MPhil http://hdl.handle.net/11427/10107 eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Information Technology Balikuddembe, Joseph Kibombo Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| thesis_degree_str | Master's |
| title | Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| title_full | Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| title_fullStr | Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| title_full_unstemmed | Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| title_short | Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town |
| title_sort | towards a system redesign for better performance and customer satisfaction a case study of the icts helpdesk at the university of cape town |
| topic | Information Technology |
| url | http://hdl.handle.net/11427/10107 |
| work_keys_str_mv | AT balikuddembejosephkibombo towardsasystemredesignforbetterperformanceandcustomersatisfactionacasestudyoftheictshelpdeskattheuniversityofcapetown |