21st century work environments are becoming more dynamic; they are fast-paced and require critical incidents to be dealt with in a shorter time frame. At the same time, in order for organizations to survive knowledge management (KM) systems need to be in place that allow organizations to learn from these incidents and use the knowledge gained to solve new problems. The knowledge life cycle consists of three phases: create, preserve, and disseminate. The knowledge life cycle also involves the transformation of knowledge from tacit to explicit, which is important to shift knowledge from the individual level to the organizational level; this represents a very important objective of KM. KM is not a domain on its own but intersects with other areas such as organizational learning, performance support, and communities of practice. Learning and performance support are among the concerns of practitioners in the sister fields of instructional design and technology (IDT) and human performance technology (HPT). Yet still, there are not many studies that examine KM through the lens of these professions. There is a need for knowledge to be accessible and for structures to be put in place to facilitate the knowledge life cycle. The purpose of this study was to explore how workers in a fast-paced environment go through the knowledge life cycle when dealing with critical incidents, and the factors that acted as driving and restraining forces. A single instrumental case study research design was used to study employees of a walk-in computer software help desk. The HPT model along with principles and procedures of critical incident technique were used to create a framework for data collection, which included interviews, a focus group session, and examination of extant data. Findings revealed that workers went through the knowledge life cycle by making internal and external connections and both organizational and individual factors impacted the flow of knowledge. A disconnection between available tools and work processes posed the greatest barrier to going through all the knowledge life cycle process. / Ph. D.

Instructional Design and Technology (IDT) professionals practice their skills in a broad range of career environments and job roles. Each career environment has lists of competencies and unique knowledge and skill requirements that may or may not be communicated to students, since IDT programs do not typically distinguish themselves as preparing students for specific career environments. Not much has been written concerning how, and how well, IDT programs are preparing students for professional practice in different career or work environments. This study utilized a mixed method approach to carry out a two phase study. In Phase I, current IDT practitioners were surveyed concerning the match between their preparation program and their IDT work experience, and their opinions of exemplary programs for preparing students for their career environment. Respondents to the survey indicated that they felt somewhat to fully prepared for general instructional design practices, but over 25% felt that their program was not adequate for preparing them for the cultural aspects of their career environment. Survey respondents identified Indiana University (Bloomington) and Florida State University (Tallahassee) as top exemplary programs for preparing graduates for practicing instructional design for a variety of career environments. Phase I results informed Phase II of the research, which consisted of a case study of the Instructional Systems program at Florida State University. The case study identified the philosophies of educators at an exemplary program, the experiences those philosophies were based on, and specific ways the program instantiated those philosophies. Educators at Florida State use a pragmatic combination of situated methods and strategies that enable students to develop expertise through participation in communities of practice relevant to their career goals. The study concluded that, with respect to career environment preparation, the best approach to IDT preparation is a generalist approach that provides flexibility in coursework selection so that students can obtain coursework and authentic experiences to prepare them for the career environment of their choice. / Ph. D.

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While design theories provide a foundation for representing and reasoning about design methods, existing design theories do not explicitly include uncertainty considerations or recognize tradeoffs between the design artifact and the design process. These limitations prevent the existing theories from adequately describing and explaining observed or proposed design methods. In this thesis, Rational Design Theory is introduced as a normative theoretical framework for evaluating prescriptive design methods. This new theory is based on a two-level perspective of design decisions in which the interactions between the artifact and the design process decisions are considered. Rational Design Theory consists of normative decision theory applied to design process decisions, and is complemented by a decision-theory-inspired conceptual model of design. The application of decision analysis to design process decisions provides a structured framework for the qualitative and quantitative evaluation of design methods. The qualitative evaluation capabilities are demonstrated in a review of the systematic design method of Pahl and Beitz. The quantitative evaluation capabilities are demonstrated in two example problems. In these two quantitative examples, Value of Information analysis is investigated as a strategy for deciding when to perform an analysis to gather additional information in support of a choice between two design concepts. Both quantitative examples demonstrate that Value of Information achieves very good results when compared to a more comprehensive decision analysis that allows for a sequence of analyses to be performed.

In the last decades, the rapid change and prevalent use of technology are concerning, as they induced effects which mainly altered various encompassing contexts like consumer market dynamics and product development processes. Evidently, these transformations also affect the way users interact with products. It is observed that, technological novelties are applied in the competitive market as a tool for product differentiation. In addition, the rapid development of these technologies is a dominating factor on shortening product lifecycles. Resulting from these two factors, implementing latest technologies in new products is interpreted by producers as an absolute way of achieving market success. Consequently, most of the products in everyday life are designed with a primary aim to implement latest technological advances, without appropriate consideration of user requirements and characteristics. The phenomenon has negative consequences on product usability. This study basically examines the usability problems that are related with digital technology impelementations in consumer products. The evaluations are based on the contexts such as: changes in contemporary market conditions with the effects of the recent technological developments, technology-driven approaches in product development processes and the transformative consequences of digital technology applications on user-product interaction. Literature surveys are employed as method. Finally, interaction characteristics of digital products and the contexts in which they are used are evaluated and it is argued that, the usability problems are due to the deficiency in evaluations of user characteristics and requirements during the product development processes, in general terms.

Food industry occupies a prominent place in branch of process engineering. From design process equipment point of view, great emphasis is placed on hygienic requirements, accuracy, reliability and above all safety. The diploma thesis is focused on comprihensive design of milk heating technology for cheese production with high-temperature curd. The diploma thesis describes technological and constructional design of technology. The diploma thesis also contains basic design of measurement and regulation.

The thesis is about analyzing a current technological process. It also includes describing a current production machines, tools and methods of measuring. The problems of milling procedure are described in a detail. In addition, there are descriptions of a technology of the production, methods of using production preparations, and methods of measuring gained results. There is designed an innovative solution of a new technological production. A history of the stoba Precizní Technika Inc. is summarized there. A comparison of the two versions is described in a techno-economic evaluation part, which is about comparing of mechanical time. A solution of the thesis is realized in a medium-sized production company during particular conditions. Limited conditions of the thesis are influenced by the conditions of the selected company.

M. Tech. (Department of Human Resource Development, Faculty of Management Sciences), Vaal University of Technology. / This objectivist, experimental study investigated the influence of virtual expert systems (VES) on the decision accuracy of non-expert consultants within a technology consulting contact centre environment. Because of the overwhelming availability of conceptual information, non-expert consultants experience challenges in making accurate decisions, and would benefit from augmented technologies, such as VES. VES hold the ability to capture and scale large volumes of decision variables for consideration by human experts when making decisions. A total of 40 participants were randomly selected from contact centres in the Eastern Cape and Gauteng provinces of South Africa for this study. Human logic was captured and scaled into a technology fault finding virtual expert and administered as an experiment to group participants. The experimental and control group participants were randomly assigned to the respective groups of 20 participants each. The control group was exposed to the paper-based, fault-finding manual. The pre-test and post-test data were collected based on four decision accuracy measures, namely individual performance, average call handling time, first call resolution and customer service. The Clarify performance system of the participating technology consulting company was used as data collection tool to record the findings used for Chapter 5. Statistical data analyses were performed using ANOVA and two-tailed significance tests to test the relationship between VES and decision accuracy in the pre-test and post-test phases of the study. The study found that the participant scores on the decision accuracy measures were only statistically significant on the measure of first call resolution measure (significance score of a p value <.05). On the other (three) measures, the scores obtained from experimental group participants showed more improvement than that of the control group participants. Consequently, the hypothesis that the use of VES enhance decision accuracy amongst non-expert technology consultants was accepted and the alternative hypothesis rejected. Some limitations pertaining to the resultant Hawthorne effect (the effect when some employees work harder and perform better when they are participants in an experiment) was noted amongst participants. This effect resulted from the use of team leaders in monitoring performance during the experiment and the involvement of the technology consulting company in determining the performance norms of the identified measures. Another limitation of the study related to the size of the sample where only two provinces were included. The limitation may affect the generalisation of results to other future settings when such a study is repeated. It was recommended that future studies in this field should make provision for a larger population, inclusive of other provinces to avoid these limitations.

The ongoing consumer transition from offline to online shopping in the fashion retail industry requires retailers to take action. Not only do consumers shop more online, they also go online for research of retail products. Forecasts tell that bringing the online experience to offline stores might bridge the gap between the two channels. The online experience provides high-end digital content, and puts a demand on the product information offline as this was found crucial for the customer experience. The marketing possibilities in-store was found to be an advantage to bricks-and-mortar retailers. Thus, this study aims to investigate how the customer experience can be enhanced in retail bricks-and-mortar stores through digital product information. A survey was conducted to identify user requirements in terms of product information. An augmented reality prototype was formed to satisfy the identified user requirements. The prototype was tested in two user studies that evaluated the content, visualization, interaction and satisfaction. The prototype was iterated between the two user studies. The most crucial parameters of fashion retail product information were established, together with implications for the visual representation and interaction. It was found that there were unfulfilled user needs with existing service options, which were satisfied with the use of an augmented reality prototype for product information retrieval. The use of AR for this purpose also proved to be able to contribute to an omnichannel solution for multi-channel retailers. The conclusion was thus that the customer in-store experience could be enhanced by the introduction of an augmented reality prototype for product information retrieval, taking into account the implications for content, visualization and interaction provided in this study. / Den pågående konsumentövergången från offline till online shopping i modedetaljhandeln kräver att detaljhandlare vidtar åtgärder. Förutom att konsumenterna handlar mer online, använder de också onlinebutiker allt mer för undersökning av produkter. Prognoser förtäljer att införandet av onlineupplevelsen till offline-butiker kan överbrygga klyftan mellan de två kanalerna. Onlineupplevelsen tillhandahåller högklassigt digitalt innehåll och ställer krav på produktinformationen offline, eftersom denna konstaterades vara en avgörande faktor för kundupplevelsen. Marknadsföringsmöjligheterna i fysiska butiker har visat sig vara en fördel för detaljhandlare som existerar i offlinekanalen. Således syftar denna studie till att undersöka hur kundupplevelsen kan förstärkas i fysiska detaljhandelsbutiker genom digital produktinformation. En enkätundersökning genomfördes för att identifiera användarnas krav när det gäller produktinformation. En augmented reality-prototyp formades i anspråk att tillfredsställa de identifierade användarkraven. Prototypen testades i två användarstudier, som utvärderade prototypens innehåll, visualisering, interaktion och tillfredsställelse. Prototypen itererades mellan de två användarstudierna. De mest kritiska parametrarna för produktinformation fastställdes, tillsammans med implikationer för visuell representation och interaktion. Det kunde konstateras att en AR-prototyp kunde tillfredsställa ännu omötta användarbehov för inhämtning av produktinformation. Användningen av AR för detta ändamål visade sig också ha möjligheten att bidra till en omnichannel-lösning för modehandlare som existerar i flera kanaler. Slutsatsen var således att kundupplevelsen i fysiska detaljhandelsbutiker kan förstärkas genom införandet av en augmented reality-prototyp för produktinformationsinhämtning, genom att ta hänsyn till de implikationer gällande innehåll, visualisering och interaktion tillhandahållna i denna studie.