title: Building script-based tacit knowledge in call centre trainees

authors: McQueen, Robert J.

subjects: tacit knowledge

abstract: An exploratory case study on a technical support call centre in China is presented, which investigates a new paradigm that script-based tacit knowledge for action is built in the brains of learners, rather than transferred. Twelve techniques used by the case study organization to build tacit knowledge scripts in the minds of the trainees are discussed. It was found that one type of script-based tacit knowledge execution can be represented by a set of steps in action-taking that include awareness, attention, diagnosis, action alternative analysis, action taking, and outcome evaluation. The case findings show that the notion of building, rather than transferring tacit knowledge is helpful in understanding the organizational processes used to bring new employees up to working skill levels, and suggest that similar processes and training methods for building tacit knowledge scripts can be used by other organizations to transform a new recruit to an experienced and valued employee.

text: Building script-based tacit knowledge in call centre trainees An exploratory case study on a technical support call centre in China is presented, which investigates a new paradigm that script-based tacit knowledge for action is built in the brains of learners, rather than transferred. Twelve techniques used by the case study organization to build tacit knowledge scripts in the minds of the trainees are discussed. It was found that one type of script-based tacit knowledge execution can be represented by a set of steps in action-taking that include awareness, attention, diagnosis, action alternative analysis, action taking, and outcome evaluation. The case findings show that the notion of building, rather than transferring tacit knowledge is helpful in understanding the organizational processes used to bring new employees up to working skill levels, and suggest that similar processes and training methods for building tacit knowledge scripts can be used by other organizations to transform a new recruit to an experienced and valued employee.

year: 2010

title: Self-Mixing Diode Laser Interferometry

authors: Shrestha, Pawan Kumar

subjects: Self-mixing

abstract: Self-mixing interferometry in a laser diode is a very powerful tool in measurement science. The Self-mixing interferometer is a very robust and low cost interferometer with extreme simplicity in alignment and setup. In this thesis, a self-mixing interferometer is analysed and developed. The measurements of the self-mixing interferometer are verified using a Michelson interferometer. It is then followed by the signal processing of the detected signal. Three different methods are developed to retrieve the movement of the target. Results obtained by applying these methods to different experimental data sets are presented.
In the later part of the thesis, a phase locked self-mixing interferometer is developed. This slightly modified interferometer follows the target movement. As a result no additional circuitry or signal processing is necessary for the recovery of the target movement. Phase locked interferometer developed in this thesis was able to measure down to 1 nm of vibration. It is then followed by a novel method to detect cracks in eggshells using the phase locked vibrometer. The proposed method is tested and proved to be capable of differentiating between the intact and cracked eggs.

text: Self-Mixing Diode Laser Interferometry Self-mixing interferometry in a laser diode is a very powerful tool in measurement science. The Self-mixing interferometer is a very robust and low cost interferometer with extreme simplicity in alignment and setup. In this thesis, a self-mixing interferometer is analysed and developed. The measurements of the self-mixing interferometer are verified using a Michelson interferometer. It is then followed by the signal processing of the detected signal. Three different methods are developed to retrieve the movement of the target. Results obtained by applying these methods to different experimental data sets are presented.
In the later part of the thesis, a phase locked self-mixing interferometer is developed. This slightly modified interferometer follows the target movement. As a result no additional circuitry or signal processing is necessary for the recovery of the target movement. Phase locked interferometer developed in this thesis was able to measure down to 1 nm of vibration. It is then followed by a novel method to detect cracks in eggshells using the phase locked vibrometer. The proposed method is tested and proved to be capable of differentiating between the intact and cracked eggs.

year: 2010

title: A translation of Moodle into Te Reo Māori

authors: Manuirirangi, Hōri

abstract: This paper is an assessment of the Te Reo Māori translation of the Learning Management System ‘Moodle’, used by students and teaching staff of the University of Waikato. Moodle: [Modular Object-Oriented Dynamic Learning Environment] has been the university’s primary online learning environment since 2008. It has an open code-base that allows users the ability to modify its software. This particular feature makes the LMS appealing to both Māori and Pacifika users as it allows Moodle to be developed and customized to meet their unique cultural needs. This paper discusses the rationale for the translation of Moodle into Te Reo Māori, and gives insight into the processes implemented by translation staff of Te Ratonga Whakamāori and the university’s WCEL team. The primary focus of this paper is to outline the benefits of translating the online learning environment of Te Reo Māori second-language learners, whilst highlighting how the integration of this technology augments students’ learning inside and outside of the classroom.

text: A translation of Moodle into Te Reo Māori This paper is an assessment of the Te Reo Māori translation of the Learning Management System ‘Moodle’, used by students and teaching staff of the University of Waikato. Moodle: [Modular Object-Oriented Dynamic Learning Environment] has been the university’s primary online learning environment since 2008. It has an open code-base that allows users the ability to modify its software. This particular feature makes the LMS appealing to both Māori and Pacifika users as it allows Moodle to be developed and customized to meet their unique cultural needs. This paper discusses the rationale for the translation of Moodle into Te Reo Māori, and gives insight into the processes implemented by translation staff of Te Ratonga Whakamāori and the university’s WCEL team. The primary focus of this paper is to outline the benefits of translating the online learning environment of Te Reo Māori second-language learners, whilst highlighting how the integration of this technology augments students’ learning inside and outside of the classroom.

year: 2017