Abstract
An expert system is computer software that applies human expertise to solve problems, and successful applications result in numerous, diverse benefits. Generally, projects that develop expert systems go through several important evolutionary steps and contain unforeseen events. Our longitudinal study of two successful projects, the computer-aided requisition engineering system developed at General Electric Motors and the logistics management system developed at IBM, showed that establishment of a funded project, establishment of a multi-disciplinary development team, understanding and control of data, broad user involvement, internal development of new expertise, expansion of the user base, personnel shifts and reassignment of tasks and responsibilities, and the emergence of new business opportunities are important evolutionary steps in expert systems projects. In addition, the study revealed that top management support, business benefits, and a talented multidisciplinary team were critical to implementation success in both companies.
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