Virtual Classroom

Date: 04th September 2007
Topic: Discussing "Share and Share Alike"

Phuong Doan Nhu: hi Sep 4, 2007 11:37:24 AM ICT
Thao Tran Thanh: hi Sep 4, 2007 11:37:28 AM ICT
Phuong Doan Nhu: let's dicsuss Sep 4, 2007 11:37:28 AM ICT
Phuong Doan Nhu: discuss Sep 4, 2007 11:37:35 AM ICT
Trang Pham Thi Quynh joined the session Sep 4, 2007 11:37:47 AM ICT
Thao Tran Thanh: hi Sep 4, 2007 11:37:51 AM ICT
Thao Tran Thanh: let's discuss the first question Sep 4, 2007 11:37:59 AM ICT
Phuong Doan Nhu: have u read the case? Sep 4, 2007 11:38:02 AM ICT
Thao Tran Thanh: sure Sep 4, 2007 11:38:06 AM ICT
Phuong Doan Nhu: ok Sep 4, 2007 11:38:10 AM ICT
Thao Tran Thanh: it's a little bit long Sep 4, 2007 11:38:27 AM ICT
Phuong Doan Nhu: wat;s the 1st question Sep 4, 2007 11:38:34 AM ICT
Thao Tran Thanh: wait a bit Sep 4, 2007 11:38:50 AM ICT
Thao Tran Thanh: Trang has some problems accessing the virtual classroon Sep 4, 2007 11:39:02 AM ICT
Trang Pham Thi Quynh left the session Sep 4, 2007 11:39:19 AM ICT
Trang Pham Thi Quynh joined the session Sep 4, 2007 11:39:19 AM ICT
Thao Tran Thanh: hi Trang Sep 4, 2007 11:39:25 AM ICT
Trang Pham Thi Quynh: hi Sep 4, 2007 11:39:34 AM ICT
Thao Tran Thanh: Question 1 Sep 4, 2007 11:39:36 AM ICT
Thao Tran Thanh: What is meant by when they say "flourished as a grassroots effort"? Sep 4, 2007 11:39:59 AM ICT
Phuong Doan Nhu: i think it means the quick expansion of information Sep 4, 2007 11:42:19 AM ICT
Thao Tran Thanh: I think this sentence means that the idea of setting up a system for sharing knowledge among technicians arise from a small idea then grow into a big project Sep 4, 2007 11:42:20 AM ICT
Trang Pham Thi Quynh: phuong ,what is flourished ? Sep 4, 2007 11:42:21 AM ICT
Phuong Doan Nhu: between researchers at the centers Sep 4, 2007 11:42:30 AM ICT
Phuong Doan Nhu: where they meet each other Sep 4, 2007 11:42:36 AM ICT
Phuong Doan Nhu: i think Sep 4, 2007 11:43:05 AM ICT
Thao Tran Thanh: first of all, the employees at Xerox met with each other at PARC Sep 4, 2007 11:43:10 AM ICT
Phuong Doan Nhu: too much knowledge Sep 4, 2007 11:43:16 AM ICT
Thao Tran Thanh: and then they shared their tips of fixing machines Sep 4, 2007 11:43:20 AM ICT
Phuong Doan Nhu: that's right Sep 4, 2007 11:43:27 AM ICT
Phuong Doan Nhu: too much knowledge to be shared Sep 4, 2007 11:43:39 AM ICT
Phuong Doan Nhu: they create a system to manage them Sep 4, 2007 11:43:54 AM ICT
Thao Tran Thanh: then they thought of inventing a AI for dealing with problems in their jobs Sep 4, 2007 11:43:56 AM ICT
Phuong Doan Nhu: and to share experience in work as well Sep 4, 2007 11:44:19 AM ICT
Thao Tran Thanh: I don't think there's too much knowledge to be shared or create a system to manage them Sep 4, 2007 11:44:40 AM ICT
Phuong Doan Nhu: ok Sep 4, 2007 11:44:42 AM ICT
Phuong Doan Nhu: so, how AI helps them? Sep 4, 2007 11:44:53 AM ICT
Thao Tran Thanh: AI was a wrong approach Sep 4, 2007 11:45:08 AM ICT
Thao Tran Thanh: but we discussed that later Sep 4, 2007 11:45:14 AM ICT
Thao Tran Thanh: now let's move to the next question Sep 4, 2007 11:45:21 AM ICT
Phuong Doan Nhu: ok Sep 4, 2007 11:45:36 AM ICT
Thao Tran Thanh: What two situations allowed technicians to handle mishaps quickly? Sep 4, 2007 11:45:48 AM ICT
Phuong Doan Nhu: mishaps? Sep 4, 2007 11:46:32 AM ICT
Trang Pham Thi Quynh: . Technicians could handle these mishaps quickly only if they had seen them before or if another technician had run into a similar problem and shared the results. Sep 4, 2007 11:46:33 AM ICT
Thao Tran Thanh: mishap means the problems of the machine that they fix Sep 4, 2007 11:46:46 AM ICT
Phuong Doan Nhu: ok, got it Sep 4, 2007 11:46:56 AM ICT
Thao Tran Thanh: in another word, if they share their experience Sep 4, 2007 11:47:19 AM ICT
Phuong Doan Nhu: so, if they've never seen mishaps, they fail to handle with them Sep 4, 2007 11:47:25 AM ICT
Thao Tran Thanh: then they can learn from each other Sep 4, 2007 11:47:26 AM ICT
Thao Tran Thanh: one may not fix this kind of problem but another may Sep 4, 2007 11:47:47 AM ICT
Thao Tran Thanh: and sharing tips help them in quickly fixing machines Sep 4, 2007 11:48:05 AM ICT
Thao Tran Thanh: agree? Sep 4, 2007 11:48:10 AM ICT
Phuong Doan Nhu: ok, that means they work closely Sep 4, 2007 11:48:17 AM ICT
Thao Tran Thanh: can we move to the next question? Sep 4, 2007 11:48:33 AM ICT
Phuong Doan Nhu: to allow implicit knowledge to be shared within the company Sep 4, 2007 11:48:39 AM ICT
Phuong Doan Nhu: hey, about the efficiency of AI Sep 4, 2007 11:49:02 AM ICT
Phuong Doan Nhu: ok, next question Sep 4, 2007 11:49:35 AM ICT
Thao Tran Thanh: I think it was because they use a machien to sovle the problems when actually problems are unpredictable and solutions may differ over time Sep 4, 2007 11:49:43 AM ICT
Thao Tran Thanh: machine, wrong typing Sep 4, 2007 11:49:55 AM ICT
Phuong Doan Nhu: ah ah, ok Sep 4, 2007 11:50:02 AM ICT
Phuong Doan Nhu: next Sep 4, 2007 11:50:05 AM ICT
Phuong Doan Nhu: ? Sep 4, 2007 11:51:42 AM ICT
Thao Tran Thanh: the problem is that the technicians go to fix the machine but they can't find a solution, so instead they have to replace it for the customers and that incurs a lot of money Sep 4, 2007 11:52:34 AM ICT
Thao Tran Thanh: and after that Sep 4, 2007 11:52:49 AM ICT
Thao Tran Thanh: tok Sep 4, 2007 11:53:43 AM ICT
Thao Tran Thanh: ok Sep 4, 2007 11:53:48 AM ICT
Phuong Doan Nhu: yeah and may dissatisfy customer as well Sep 4, 2007 11:54:26 AM ICT
Phuong Doan Nhu: i think they have thought about an expert system Sep 4, 2007 11:54:45 AM ICT
Thao Tran Thanh: that's AI Sep 4, 2007 11:55:03 AM ICT
Phuong Doan Nhu: that can "think" the way a person does-that would do the job of the documentation, suggesting fixes based on symptoms?" Sep 4, 2007 11:55:03 AM ICT
Phuong Doan Nhu: this system can help them handle unpredicted circumtances Sep 4, 2007 11:55:35 AM ICT
Phuong Doan Nhu: and give flexible solutions Sep 4, 2007 11:55:43 AM ICT
Thao Tran Thanh: but they ddidn't accept that idea Sep 4, 2007 11:55:52 AM ICT
Thao Tran Thanh: let's move to next question Sep 4, 2007 11:56:03 AM ICT
Phuong Doan Nhu: why didn't they accept? Sep 4, 2007 11:56:48 AM ICT
Phuong Doan Nhu: ah, got it Sep 4, 2007 11:57:44 AM ICT
Phuong Doan Nhu: that it didn't address all the potential problems. And not all problems were predictable. Sep 4, 2007 11:57:47 AM ICT
Jaime Calbeto joined the session Sep 4, 2007 11:57:54 AM ICT
Phuong Doan Nhu: ok, move to next issue Sep 4, 2007 11:58:04 AM ICT
Jaime Calbeto: Hi, good job GONGM Sep 4, 2007 11:58:12 AM ICT
Phuong Doan Nhu: hi, teacher, thanks Sep 4, 2007 11:58:26 AM ICT
Jaime Calbeto: Here; an interesting article to check: Check this interesting article at http://www.pcmag.com/article2/0,4149,28792,00.asp Sep 4, 2007 11:58:28 AM ICT
Thao Tran Thanh: they observed that "Often they called one another on radios provided by the company. And in informal gatherings they shared vexing problems and their fixes" Sep 4, 2007 11:58:32 AM ICT
Jaime Calbeto left the session Sep 4, 2007 11:58:45 AM ICT
Thao Tran Thanh: so they realized that what the technicians need the most is help or tips from their collegues Sep 4, 2007 11:59:40 AM ICT
Thao Tran Thanh: what do you think? Sep 4, 2007 11:59:56 AM ICT
Thao Tran Thanh: why so silent? Sep 4, 2007 12:00:03 PM ICT
Phuong Doan Nhu: thinking Sep 4, 2007 12:00:08 PM ICT
Thao Tran Thanh: ok Sep 4, 2007 12:00:11 PM ICT
Phuong Doan Nhu: i think sharing knowledge and experience is very important and necessary Sep 4, 2007 12:00:33 PM ICT
Thao Tran Thanh: sure Sep 4, 2007 12:00:44 PM ICT
Phuong Doan Nhu: helponh them avoid made mistakes Sep 4, 2007 12:00:47 PM ICT
Phuong Doan Nhu: sorry, typing mistake Sep 4, 2007 12:01:13 PM ICT
Thao Tran Thanh: next question then? Sep 4, 2007 12:01:16 PM ICT
Phuong Doan Nhu: ok Sep 4, 2007 12:01:26 PM ICT
Phuong Doan Nhu: Trang, where are you? Sep 4, 2007 12:01:36 PM ICT
Thao Tran Thanh: she's so quiet Sep 4, 2007 12:01:55 PM ICT
Trang Pham Thi Quynh: i am heree Sep 4, 2007 12:01:55 PM ICT
Thao Tran Thanh: contribute to the discussion please Sep 4, 2007 12:02:10 PM ICT
Trang Pham Thi Quynh: huh Sep 4, 2007 12:02:22 PM ICT
Phuong Doan Nhu: ok, to share knowledge more effectively Sep 4, 2007 12:02:35 PM ICT
Trang Pham Thi Quynh: ok Sep 4, 2007 12:02:40 PM ICT
Phuong Doan Nhu: Xerox comes up with Ai (artificial intelligence) Sep 4, 2007 12:02:54 PM ICT
Trang Pham Thi Quynh: sorry, some questionn i dont understand Sep 4, 2007 12:03:02 PM ICT
Phuong Doan Nhu: AI Sep 4, 2007 12:03:02 PM ICT
Trang Pham Thi Quynh: AI Sep 4, 2007 12:03:06 PM ICT
Phuong Doan Nhu: just discuss based on your view, Trang Sep 4, 2007 12:03:33 PM ICT
Thao Tran Thanh: no Sep 4, 2007 12:03:35 PM ICT
Thao Tran Thanh: it's not an AI Sep 4, 2007 12:03:40 PM ICT
Thao Tran Thanh: AI is wrong Sep 4, 2007 12:03:54 PM ICT
Thao Tran Thanh: they created another system Sep 4, 2007 12:04:01 PM ICT
Trang Pham Thi Quynh: Once the conversations with technicians revealed this gap in information sharing, the researchers realized that AI was the wrong approach. What Xerox needed instead was knowledge management. "It wasn't a smart computer program that was going to fix these things," says Cheslow. "It was sharing the best ways to make these repairs Sep 4, 2007 12:04:06 PM ICT
Phuong Doan Nhu: huh? Sep 4, 2007 12:04:08 PM ICT
Trang Pham Thi Quynh: I am reading it Sep 4, 2007 12:04:11 PM ICT
Thao Tran Thanh: well Sep 4, 2007 12:04:13 PM ICT
Trang Pham Thi Quynh: but i am confused Sep 4, 2007 12:04:21 PM ICT
Thao Tran Thanh: read the earlier part Sep 4, 2007 12:04:23 PM ICT
Thao Tran Thanh: Once the conversations with technicians revealed this gap in information sharing, the researchers realized that AI was the wrong approach. What Xerox needed instead was knowledge management. "It wasn't a smart computer program that was going to fix these things," says Cheslow. "It was sharing the best ways to make these repairs." Sep 4, 2007 12:04:39 PM ICT
Phuong Doan Nhu: so wat the system it is? Sep 4, 2007 12:04:55 PM ICT
Thao Tran Thanh: we're moving to it Sep 4, 2007 12:05:03 PM ICT
Thao Tran Thanh: but later Sep 4, 2007 12:05:07 PM ICT
Thao Tran Thanh: now we are discussing how the French come up with their solution Sep 4, 2007 12:05:26 PM ICT
Thao Tran Thanh: this solution takes in the form of a central database Sep 4, 2007 12:05:47 PM ICT
Phuong Doan Nhu: ok Sep 4, 2007 12:05:50 PM ICT
Phuong Doan Nhu: while French technicians appeared to work from immaculate, uniform documentation put out by headquarters, their real solutions also came from a second set of documentation-notes they carried with them detailing what they'd learned Sep 4, 2007 12:06:43 PM ICT
Thao Tran Thanh: they come up with idea from the fact that the French usually carry with them their own notes of what they have learned from their jobs Sep 4, 2007 12:07:02 PM ICT
Thao Tran Thanh: and their solutions come mostly from that too Sep 4, 2007 12:07:33 PM ICT
Phuong Doan Nhu: the French just use paper-based documentation solution Sep 4, 2007 12:07:35 PM ICT
Thao Tran Thanh: yup Sep 4, 2007 12:07:41 PM ICT
Phuong Doan Nhu: they combine paper-based knowledge and learn from it Sep 4, 2007 12:07:58 PM ICT
Phuong Doan Nhu: how about Xerox it self? Sep 4, 2007 12:08:15 PM ICT
Thao Tran Thanh: then Raiman set up a database Sep 4, 2007 12:08:17 PM ICT
Thao Tran Thanh: an laptop-based one Sep 4, 2007 12:08:32 PM ICT
Thao Tran Thanh: next question is about this Sep 4, 2007 12:08:40 PM ICT
Thao Tran Thanh: Nobody believed that the knowledge of the technicians was really valuable," says Bobrow. Sep 4, 2007 12:11:29 PM ICT
Trang Pham Thi Quynh: So, working stealthily, outside the realm of worldwide management, Bobrow's team gave laptops and the fledgling program to 40 technicians and matched them with a control group of technicians who relied solely on their own knowledge when fixing machines. Sep 4, 2007 12:11:56 PM ICT
Thao Tran Thanh: "The people at the top felt that technicians were not terribly clever and they didn't do very much; they were mostly just following the instructions that came out of the manuals," says Bobrow. Sep 4, 2007 12:12:29 PM ICT
Trang Pham Thi Quynh: After two months, the group with the laptops had 10 percent lower costs and 10 percent lower service time than those without-and the control group was jealous of those with the system. Sep 4, 2007 12:12:45 PM ICT
Thao Tran Thanh: that's for the next question Sep 4, 2007 12:12:58 PM ICT
Phuong Doan Nhu: ok Sep 4, 2007 12:13:26 PM ICT
Phuong Doan Nhu: i think the org is so centalized decision making Sep 4, 2007 12:13:56 PM ICT
Thao Tran Thanh: yup Sep 4, 2007 12:14:05 PM ICT
Phuong Doan Nhu: not 'nobody believed' Sep 4, 2007 12:14:14 PM ICT
Phuong Doan Nhu: just some Sep 4, 2007 12:14:17 PM ICT
Phuong Doan Nhu: and i believe knowledge of technicians are rally valuable Sep 4, 2007 12:14:38 PM ICT
Phuong Doan Nhu: they deal with daily jobs Sep 4, 2007 12:14:48 PM ICT
Phuong Doan Nhu: as well as problems with customer Sep 4, 2007 12:15:02 PM ICT
Thao Tran Thanh: yeah Sep 4, 2007 12:15:12 PM ICT
Phuong Doan Nhu: they may have better view and experience over others Sep 4, 2007 12:15:14 PM ICT
Thao Tran Thanh: After two months, the group with the laptops had 10 percent lower costs and 10 percent lower service time than those without-and the control group was jealous of those with the system.: this is for the question I've just typed Sep 4, 2007 12:15:35 PM ICT
Phuong Doan Nhu: and keeping and managing their intellectual resources are important Sep 4, 2007 12:15:45 PM ICT
Thao Tran Thanh: I think this is enough Sep 4, 2007 12:15:54 PM ICT
Phuong Doan Nhu: ok Sep 4, 2007 12:16:05 PM ICT
Thao Tran Thanh: let's stop recording Sep 4, 2007 12:16:06 PM ICT
Thao Tran Thanh: cheers GONGM Sep 4, 2007 12:16:12 PM ICT
Phuong Doan Nhu: good job guys Sep 4, 2007 12:16:13 PM ICT
Phuong Doan Nhu: ^_^ Sep 4, 2007 12:16:20 PM ICT

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