2. B. Information Technology (IS) CISB454: Introduction to Knowledge Management System Testing & Deployment

3. Learning Objectives At the end of this lesson you should be able to:  discuss the quality assurance issues  identify the types of KMS Testing  explain the Logical Testing Approaches  explain the User Acceptance Testing  decide on the requirements for Test Team  discuss the factors affecting KMS deployment 2

4. 6-3 Knowledge Base Shells, Tables, Tools, Frames Maps, Rules Capture Tools Programs, Books, Articles, Experts Intelligence gathering Explicit Knowledge Logical Testing, User Acceptance Testing, Training Knowledge Transfer Testing and Deployment Knowledge Codification Knowledge Sharing Knowledge Innovation Databases Knowledge Capture (Creation) Collaborative Tools, Networks, Intranets Web Browser, Web Pages, Distributed Systems Database Insight Testing & Deployment in the KM System Life Cycle

5. System Testing & Deployment Quality Assurance Issues

6. Quality Assurance KM system should meet expectations of members of the KM team Performance depend highly on quality of explicit/tacit knowledge stored in KB For expert, quality relates to reasoning process that produces reliable and accurate solutions 7-5

7. Quality Assurance For user, quality relates to system’s ease of use and efficiency For knowledge developer, quality relates to how valid the knowledge sources are and how well they are codified into KB 7-6

8. System Testing & Deployment Types of KM System Test

9. KMS Testing To control  quality  performance  efficiency For both the Knowledge Base and KM System 7-8

10. KMS Testing Types of Testing  Logical Testing ensures that the system produces correct results  User Acceptance Testing follows logical testing and check system’s behaviour in a realistic environment 7-9

11. Hurdles in KMS Testing Subjective nature of tacit knowledge Lack of reliable spe- cifications to guide testing How to decide whether knowledge is complete 7-10

12. Hurdles in KMS Testing Human errors Lack of time User interface unfriendly 7-11

13. System Testing & Deployment Logical Tests

14. Logical Testing Approaches Knowledge base formation  Structure of know- ledge as it relates to circular or redundant errors  Consistency, correctness, and completeness of knowledge base rules 7-13

15. Logical Testing Approaches Knowledge base functionality  Confidence  Reliability of know- ledge base 7-14

16. Logical Errors Circular errors  contradictory in mean- ing or logic Redundancy errors  offer different approa- ches to the same problem Unusable knowledge  comes up no matter conditions succeed or fail 7-15

17. Logical Errors Subsumption errors  if one rule is true, one knows the second rule is always true Inconsistent know- ledge  the same inputs yield different results 7-16

18. Logical Errors Circular Errors Rule 1:  IF John and Rob are co-owners of company A  THEN John and Rob own the same company Rule 2:  IF John and Rob own the same company  THEN John and Rob are co-owners 7-17

19. Logical Errors Redundancy Errors Rule 1:  IF (Salary > 50,000 OR HOME > 100,000)  THEN Loan = ‘yes’ Rule 2:  IF (Salary > 60,000)  THEN Loan = ‘yes’ 7-18

20. Logical Errors Unusable Knowledge IF humidity is 5% AND heavy_rain = ‘yes’ THEN some actions 7-19

21. Logical Errors Subsumption Errors Rule 1:  IF A AND B, THEN D Rule 2:  IF A AND B AND C, THEN D 7-20

22. System Testing & Deployment User Acceptance Test

23. User Acceptance Testing Approach Select a person or a team for testing Decide on user acceptance test criteria Develop a set of test cases unique to the system Maintain a log on various versions of the tests and test results Field-test the system 7-22

24. System Testing & Deployment Requirements for Test Team

25. Independent of the design or codifica- tion of the system Understand the knowledge problem and computer tech- nology 7-24

26. Requirements for Test Team Well versed in the organization’s goals Know how the sys- tem being tested will fit into the designa- ted area of opera- tion 7-25

27. Content of Test Plan Items of KM system that require testing Schedule of user acceptance testing Description of test methods that are approved by user and company Guidelines for docu- menting test results 7-26

28. User Acceptance Criteria Accuracy and cor- rectness of outcome for test items Adequacy of the so- lutions Adaptability to novel input 7-27

29. User Acceptance Criteria Ease of use Face validity or cre- dibility Robustness Technical / operatio- nal test 7-28

30. User Acceptance Test Techniques Face validation Test Cases Sub-systems validation 7-29

31. System Testing & Deployment KMS Deployment

32. Factors Affecting System Deployment Technical Organizational Procedural Behavioural Political Economical 7-31

33. Steps in KMS Deployment Transfer of KM Sys- tem  from knowledge deve- loper to the organiza- tion’s operating unit Transfer of KM’s skills  from knowledge deve- loper to the organiza- tion’s operators 7-32

34. Successful KM System Deployment User has prior expe- rience with computer applications User has been invol- ved in the building of the KM system Benefits of the KM system is immediate and measurable 7-33

35. Successful KM System Deployment First impression Management support the system from start Adequate user train- ing 7-34

36. Factors affecting User Training Primary  The user’s know- ledge of knowledge- based system  Complexity of KM system and user interface’s ease of use 7-35

37. Factors affecting User Training Secondary  Trainer’s technical experience/commu- nication skills  Environment of train- ing venue 7-36

38. Pre User Training Session Define how the KM system agrees with organizational mission Demonstrate how the system can support organizational goals Allocate adequate re- sources for the train- ing project 7-37

39. Pre User Training Session Advocate positive effects of the sys- tem Explain cost-benefit analysis of the KM system 7-38

40. Overcome Resistances to Change User attitude survey Communication sessions Role negotiation 7-39

41. Post-Implementation Review How the KM System has changed accu- racy / timeliness of decision making How the KM System has affected attitude of end users 7-40

42. Post-Implementation Review Whether the system has caused const- ructive organizatio- nal changes? Whether the system has benefited the operation cost? 7-41

43. Security Issues The new system should provide password / protocol protection Security procedures should be consis- tently observed Access should be restricted regarding update of the KB 7-42

44. THE END Copyright © 2012 Mohd. Sharifuddin Ahmad, PhD College of Information Technology