Date of Award

Fall 2004

Document Type

Dissertation

Degree Name

Doctor of Philosophy in Information Systems - (Ph.D.)

Department

Information Systems

First Advisor

David Mendonca

Second Advisor

Fadi P. Deek

Third Advisor

Il Im

Fourth Advisor

J. Peter Kincaid

Fifth Advisor

Stephen J. Tricamo

Abstract

As military systems become more complex, the operation and support of these systems becomes intrinsically more difficult. The U.S. Army's current procurement process relies on industry to provide embedded training and performance support tools for the systems they produce. These tools are relatively new and in the early stages of development. As yet, they have failed to meet the needs of the technicians that are required to support these complex systems. Current efforts to provide enabling technologies that enhance the capabilities of automotive maintenance technicians are concentrated in three professional communities. First is the Performance Improvement community where work is focused on developing and implementing performance support system technologies that deliver information that is stored in information systems. Second is the Knowledge Management community working on organizational knowledge management techniques that capture, store, and map information that is delivered to workers within an organization. The third is the Training and Education community focusing on developing curriculum and delivery systems that support "life-long-learning" requirements.

This dissertation addresses an essential component of performance systems, namely the ability to deliver the knowledge needed to guide a problem solver to a solution state, thereby enhancing worker capabilities. This objective is met by developing the LockTel Framework that provides a construct for segmenting knowledge into three environments for performance support, the live, the virtual, and the constructive environments. It provides a means for the maintenance technician to gain knowledge associated with completing a given task. Seventy-eight maintenance technician trainees at an U.S. Army training center tested the framework. The hypothesis behind the proposed construct was strongly supported, thereby establishing the foundation for future work in live, virtual, and constructive environments for performance support.

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