Supporting Service Technicians: Model-Based Diagnosis in Context
Markus P.J. Fromherz and Mark H. Shirley
Abstract
In the RAPPER project, we are investigating the use of model-based diagnosis
in photocopier service. We built a relatively high-level, component-centered,
qualitative model at the level useful for Xerox field service engineers. In
this paper, we describe the modeling style, the interactive diagnostic
algorithm, and the generation of service documentation that is essentially
equivalent to the documentation currently used by service technicians.
We are also studying the context in which diagnosis is done today.
Typically, the experience of service technicians shows that any
support system has to give access to its underlying reasoning, account
for its limitations, and allow for transparent access to alternative
information sources. The study also suggests that a knowledge-based
support system has to act more like a mentor than an assistant. We
give an overview of the study and draw conclusions for the embedding
of model-based diagnosis into service practice.
Postscript file
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