Knowledge Stream

A Web Service-based performance centered knowledge management application with modules for supporting workflow and performance support, training and simulation, knowledge management, collaboration, troubleshooting, and on-line administration. Ideally suited for customers with complex products or processes needing a solution for customer self-service, and capturing and disseminating application specific knowledge to customers, partners, and employees.

Knowledge Stream is typically deployed as a Web service application over the Internet and accessed through standard Web browsers. Java 2 Enterprise Edition (J2EE) architecture provides a platform independent solution for supporting Internet or intranet web or wireless clients anytime, anywhere. The application has been deployed on Unix and Windows servers, and distributed on CD-ROM for installation on Windows PC.

The Knowledge Stream application provides a platform for the rapid and cost-effective development of performance centered self-service and knowledge management applications through the use of reusable application components, and online administrative interfaces to manage and share application content.

Knowledge Stream is a multi-tier Web Services application based on the Java 2 Enterprise Edition (J2EETM) architecture. Architecting the application into Web Presentation, Business/Application, and Data tiers facilitates reuse of application components and customization of any tier without affecting other tiers in the application. The separate Data Tier eases integration with other applications.

Java server-side technology provides a high-level of performance, modularity, scalability, and provides operating system, web server, database, and browser independence.

The Web Presentation Tier dynamically generates content for specific web, hand held, and web services clients from the application database. The Web Presentation Tier can be customized to meet specific customer user-interface requirements without affecting Application Tier components or the database.

Online administration tools provide access to all application content through standard Web browsers.

The Application Tier is based on reusable business components that provide application functionality:

The Data-Tier consists of the customer database and components for integrating to other applications and content.

"Expert" was originally a standard Web-based EPSS for supporting technicians and customer service representatives installing, configuring, and troubleshooting Micro Motion''s line of Coriolis flow meter products for measuring fluids, gases, and slurries in industrial applications.

The success of the original application, customer demands for the latest content available, and Micro Motion's continually increasing number of products and solutions made it clear that Micro Motion needed a more sophisticated solution that was highly scaleable and provided tools for rapid integration of new content and multiple languages through collaboration, knowledge management, and online administration functionality.

Expert is now being used worldwide by Micro Motion customers, field service technicians, sales personnel, customer service staff, and trainers incorporating performance support as part of their technical training program. In addition, Expert provides automated feedback to the Micro Motion.

Example: Johnson Controls' HVACPRO PSS - www.upstreamdev.com/hvacpro (use guest login)

The HVACPRO PSS is a Web-based performance support application for assisting technicians using Johnson Controls configuration software for designing commercial building controls systems. The HVACPRO PSS assists technicians in the proper selection, configuration, and programming of building control components.

The training and simulation component allows technicians to rapidly and cost effectively test configurations.

The HVACPRO PSS has been incorporated into Johnson Controls training programs for training technicians, partners, and customers.

By using the Knowledge Stream multi-tier architecture and application components, a sophisticated enterprise performance support and knowledge management solution can be delivered quickly at modest cost.

Performance support provides content specific to a user's application and equipment selections.

Web deployment of performance support and knowledge management provides the most up to date content and support anytime, anywhere to a worldwide customer base.

Collaboration, page notes, and knowledge management functionality provide continual feedback and improvement of performance support content and functionality, and enhance feedback from overseas customers and personnel. Online administrative interfaces eliminate bottlenecks in updating application content.

An efficient process for capturing and distributing subject matter exert content from a geographical disperse user base.

Micro Motion only sends "quick start" guides with their equipment and refers customers to the Expert application. This is saving Micro Motion several million dollars per year in manual printing and shipping costs.

Knowledge management components have allowed Micro Motion to capture intellectual property of application experts nearing retirement and incorporate vital content in workflow and performance support.

Increased customer satisfaction is indicated through strong, very positive customer feedback and requests for additional functionality.

Customer service representatives are now able to spend more time per customer working on more difficult problems.

Application use has gone from an average of 600 per month in the original application to over 6,000 using the Knowledge Stream deployment.

Johnson Controls is using the HVACPRO PSS to capture and disseminate application specific subject matter expertise, improve customer service, reduce training requirements, and reduce company travel.

Difference: Many performance-centered applications have been developed as one-shot applications to provide a solution to a specific performance support task without an object-oriented approach for developing reusable components, without and integrated process for managing and updating content, and without a means to integrate content from other applications and data stores.

The Knowledge Stream application provides a platform independent enterprise solution for the rapid and cost-effective development of performance-centered applications through the use of reusable application components, and online administrative interfaces to manage and share application content.

Architecting the application into Web Presentation, Business/Application, and Data tiers facilitates reuse of application components and customization of any tier without affecting other tiers in the application.

The web presentation tier allows for easy development of application specific user interfaces that support browsers, PDA

Standard reusable business/application components allow efficient integration of tested and proven functionality without reinventing the wheel with each application.

A separate data tier separates the application components from the database and provides a means to integrate other applications and data stores.

Online administrative functionality allows rapid and continual update of application content.

Hyperlinks to glossary items are dynamically inserted into application content using custom component tags.

Fine granularity usage statistics are stored in a dimensional data warehouse table to identify how people use the application and to provide feedback for improvements and more better troubleshooting.