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The development of HOMER a case-based CAD/CAM help-desk support tool

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Advances in Case-Based Reasoning (EWCBR 1998)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 1488))

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Abstract

The increasing number of hardware and software at Daimler-Benz personal car development in Sindelfingen combined with the constant number of help-desk operators demanded a help-desk system which goes beyond the classical trouble-ticket approach. In this application paper we give an overview of the situation at the CAD/CAM Help-Desk in Sindelfingen and the development of the case-based help-desk support tool HOMER. We describe our modeling approach and its influence on the system architecture as well as the different user roles and the help-desk tool itself. We conclude with the lessons learned during the course of this project and future prospects.

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References

  1. Thomas, H., Foil R., Dacus, J.: “New Technology Bliss and Pain in a Large Customer Service Center”, in: Case-Based Reasoning Research and Development, Proceedings of the ICCBR97, Leake, Plaza (eds.), LNAI1266, Springer Verlag, Berlin, 1997, pp. 166–177

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  2. Althoff, K.D. et.al.: “Case-Based Reasoning for Decision Support and Diagnostic Problem Solving: The INRECA Approach”, Proceedings, Fallbasiertes Schlie\en — Grundlagen und Anwendungen, 3rd German Case-Based Reasoning Workshop, B.Bartsch-Spörl, D. Janetzko, S. Wess eds., LSA-95-02, Fachbereich Informatik, Universität Kaiserslautern, 1995, pp 63–71

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Authors and Affiliations

  1. Daimler-Benz Research and Technology 3, FT3/KL, P.O. Box 2360, D89013, Ulm, Germany

    Mehmet Göker

  2. Tecinno GmbH, Sauerwiesen 2, D67661, Kaiserslautern, Germany

    Thomas Roth-Berghofer, Ralph Traphöner & Stefan Wess

  3. University of Kaiserslautern LSA, P.O. Box 3049, D-67653, Kaiserslautern, Germany

    Ralph Bergmann & Wolfgang Wilke

  4. Daimler-Benz Personal Car Development EP/QDF, Hauspostcode G270, D-71059, Sindelfingen, Germany

    Thomas Pantleon

Authors
  1. Mehmet Göker
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  2. Thomas Roth-Berghofer
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  3. Ralph Bergmann
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  4. Thomas Pantleon
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  5. Ralph Traphöner
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  6. Stefan Wess
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  7. Wolfgang Wilke
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Editor information

Barry Smyth Pádraig Cunningham

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© 1998 Springer-Verlag Berlin Heidelberg

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Göker, M. et al. (1998). The development of HOMER a case-based CAD/CAM help-desk support tool. In: Smyth, B., Cunningham, P. (eds) Advances in Case-Based Reasoning. EWCBR 1998. Lecture Notes in Computer Science, vol 1488. Springer, Berlin, Heidelberg. https://doi.org/10.1007/BFb0056346

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  • DOI: https://doi.org/10.1007/BFb0056346

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-64990-8

  • Online ISBN: 978-3-540-49797-4

  • eBook Packages: Springer Book Archive

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