Abstract
Three case studies were conducted on the implications of the use of expert systems for the work of clerks and operators in Britain. An expert system had been introduced in a process control application. The operators' work was deskilled. The second case was a fault diagnosis application. An operator was very happy with his new work. In the third case, insurance clerks received training to operate an expert system which extended the scope of their work. In conclusion, it is suggested that expert systems extend the range of work which can be automated, but may not have unique impacts.
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The study was carried out for the International Labour Office, Geneva, Switzerland, within the ILO/FRG (Federal Ministry of Education and Science, Bonn) project on Expert Systems and Qualification Changes. This paper was originally published by the International Labour Office as P. Senker, J. Buckingham, and J. Townsend, (1988),Expert Systems—Present state and future trends: Impact on employment and skill requirements (Three case studies).
Jahoda, M., K. Guy and B. Evans, (1988),The Market Place for Expert Systems, Report to the ILO, p. 29: ‘The UK has many small scale projects in many organisations, including defence, aerospace, electronics, telecommunications and computing. Use is increasing in public sector bodies and utilities and in the financial sector.’
Barras, R. and J. Swann, (1983),The adoption and impact of information in the UK Insurance Industry, The Technical Change Centre, pp. 13–16.
Stevenson, H. (forthcoming 1988), ‘Expert Systems in the UK Financial Services Sector: A symbolic analysis of the hype’, in G. Doukidis, G. Miller and F. Land, (eds),Knowledge Based Management Support Systems, Ellis Horwood, Chichester.
Brady, T. and P. Senker, (1986),Economic Incentives and Training: Changing Skill Requirements in Computer Maintenance, Manpower Services Commission.
Ibid., pp.20–1.
Pearson, R., H. Connor and C. Pol, (1988),The IT Manpower Monitor, 1988, Institute of Manpower Studies, p. (iv).
d'Agapayeff, A. (1987),Report to the Alvey Directorate on Second Short Survey of Expert Systems in UK Business, London.
For a recent detailed British case study of the problems involved in an attempt to involve workers in the selection and implementation of new technology, see C. Huggett (1988),Participation in Practice: A case study of the introduction of new technology, Engineering Industry Training Board, Watford.
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Senker, P., Townsend, J. & Buckingham, J. Working with expert systems: Three case studies. AI & Soc 3, 103–116 (1989). https://doi.org/10.1007/BF01891321
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DOI: https://doi.org/10.1007/BF01891321