by Luk Kar-shun. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / Includes bibliographical references (leaves 58). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / ACKNOWLEDGEMENT --- p.vii / SECTIONS / Chapter 1. --- INTRODUCTION --- p.1 / Chapter 1.1 --- Company Background --- p.1 / Chapter 1.2 --- Environmental Changes --- p.2 / Chapter 1.3 --- Datapak Services --- p.3 / Chapter 1.4 --- Knowledge Based Diagnostic System --- p.4 / Chapter 1.5 --- Project Objectives --- p.5 / Chapter 1.6 --- Research Methodologies --- p.6 / Chapter 2. --- THE OPERATING ENVIRONMENT --- p.7 / Chapter 2.1 --- Organization Structure And Work Flow --- p.7 / Chapter 2.2 --- Problem Areas --- p.9 / Chapter 2.3 --- Operation Support System (OSS) --- p.9 / Chapter 3. --- DDN Diagnostic System --- p.11 / Chapter 3.1 --- Digital Data Network (DDN) --- p.11 / Chapter 3.2 --- Kappa PC --- p.13 / Chapter 3.3 --- Development Process --- p.14 / Chapter 4. --- POST IMPLEMENTATION EVALUATION --- p.17 / Chapter 4.1 --- Functionality & Performance --- p.17 / Chapter 4.2 --- User Survey --- p.18 / Chapter 4.3 --- Interpretation Of Results --- p.22 / Chapter 4.4 --- Summary --- p.23 / Chapter 5. --- AREAS FOR IMPROVEMENTS --- p.24 / Chapter 5.1 --- Development Methodology --- p.24 / Chapter 5.2 --- Relationship Between End-User And Expert System --- p.26 / Chapter 5.3 --- New System Requirements --- p.29 / Chapter 5.4 --- Human Resources --- p.29 / Chapter 6. --- SYSTEM DESIGN --- p.31 / Chapter 6.1 --- Overall System Architecture --- p.31 / Chapter 6.2 --- Change In Work Flow --- p.32 / Chapter 7. --- CONCLUSION --- p.34 / ILLUSTRATIONS --- p.36 / APPENDIX --- p.43 / BIBLIOGRAPHY --- p.58