A Knowledge - based Decision Support System for the Service Quality Improvement in Organizations

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Provided by: RWTH Aachen University
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In this paper, the authors focuses on knowledge - based decision system for human resource management within public administrations, with the aim of improving the service quality. In particular, the construction of decision rules for a generic public administration considers a skill gap analysis among real and ideal workers competence profiles. The procedure foresees the following steps: an analysis of organograms and job descriptions; Knowledge, Skills, Attitudes (KSAs) model for job descriptions; use of an analyzer to transform KSAs of job descriptions into an ISFOL - ISTAT model, with integrations of other characteristics.
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