Using knowledge management to innovate U.S. Coast Guard Command Center Processes
Navarro, Randall J.
Nissen, Mark E.
Dolk, Daniel R..
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The U.S. Coast Guard (USCG) responds to thousands of alerts received each year from the Search and Rescue Satellite-Aided Tracking (SARSAT) system. Each alert requires an efficient and effective response to assist a potential mariner in distress. This thesis provides an in-depth analysis of the process employed by USCG Command Centers in responding to SARSAT alerts. The purpose of this analysis is to identify alternatives that can improve the knowledge work performed in the process. This thesis builds on recent work that focuses on knowledge management and system design from three integrated perspectives: 1) reengineering 2) expert systems knowledge acquisition and representation, and 3) information systems analysis and design. The integrated framework covers the gamut of design considerations from the enterprise process at large, through alternative classes of knowledge in the middle, and on to specific systems in detail. The SARSAT response process is examined using this integrated framework and identifies five technological and organizational alternatives that offer significant potential to improve the overall performance of the process.
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