Factors important to expert systems success a field test

Abstract

Some important determinants for Expert Systems (ES) implementation success are field tested. User satisfaction is used as the surrogate of ES success, affording some basis for inter-study comparison. To reduce possible confounding results that may occur due to interorganizational differences, a case study approach to data collection in a single company has been used. The company is E.I. DuPont de Nemours & Company, Inc., which since 1986 has implemented over 1200 ES within the organization. The results underline the importance of seven of the nine hypothesized determinants of ES success. One of the most important factors is increasing system usage by establishing end-user training programs which desensitize the potential user community to ES technology and demonstrate its potential as a business tool and as a source of job improvement. Another important factor is the selection of an appropriate shell which matches the business problem, as well as user and developer requirements. Last, the results show the need for user involvement in the ES development process.