Problem-Solving Theory, for Software Support Engineers: Project Report

Whelan, Anthony (2006) Problem-Solving Theory, for Software Support Engineers: Project Report. Diploma thesis, Dublin, National College of Ireland.

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I developed, from an existing classroom course, an e-learning course on 'Problem Solving/Troubleshooting', with little or no direct reference to any IBM products. We
hope that by teaching Problem Solving as a 'methodology' or as a science, we will be in a better position to assist our customers. Two groups were tested; group one received the
newly-created e-learning instruction; group two received the older classroom version of the same course (delivered by myself as Instructor-led Training).

The new course artifact was developed using IBM Knowledge Producer, an e-learning rapid development tool, internal to IBM, using our own instructional design methodology (a derivation of Gagne). Level one and level two evaluations, as per Kirkpatrick (1959), were carried-out directly post-learning for both groups. Both groups were computer
science graduates, recently employed by IBM. IBM conducts Level three evaluations (learning transference to the job) via an external company.

The results showed a slight advantage (for level 2 evaluations) for the group that took the e-learning version of the course; it was a close result. The results were more distinct for the level one feedback; here there was an expressed preference for the e-learning course. I intend to further develop this artifact with a view to including the problem-solving approach both to the design of the artifact and as a key philosophy in the instructional design utilised within the artifact. This future work will be run as an IBM project.

Item Type: Thesis (Diploma)
Subjects: Q Science > QA Mathematics > Problem Solving Theory
L Education > LC Special aspects / Types of education > E-Learning
Divisions: School of Computing > Higher Diploma in Computing in Science in eLearning
Depositing User: Aisling Gorby
Date Deposited: 14 Apr 2010 18:30
Last Modified: 19 Jan 2015 10:38

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