Understanding the factors important to expert systems success


This study empirically tests several determinants for Expert Systems (ES) implementation success. User satisfaction is used as the surrogate of ES success due to its wide use in other studies, thus affording some basis for interstudy comparison. To eliminate any possible confounding results due to interorganizational differences, instead of a multicompany survey, a case study approach to data collection has been used. The company in this study is E.I. DuPont de Nemours & Company, Inc. (DuPont). Since 1986, DuPont has implemented over 1,200 ES used by all functions in the company. The results clearly corroborated the importance of seven of the nine hypothesized determinants of ES success. One of the most important factors is increasing system usage by establishing end-user training programs, which desensitize the potential user community to ES technology and demonstrate its potential as a business tool and as a source of job improvement. Another important factor is the selection of an appropriate shell that matches the business problem, as well as user and developer requirements. Last, the results show the need for user involvement in the ES development process.


Information Technology and Cybersecurity

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Technology Management