Bachelor and Master Theses

Title: Support Case Analyze
Subject: Computer Science
Level: Advanced
Description: ABB Corporate Research needs help to gather, visualize and analyze trends of support cases based on history data stored in an internal ABB data base.

As support in general is an increasing cost for several of ABBs business units, Corporate Research aims to provide a tool that presents current (and historical) support effectiveness based on certain meta/benchmarks.

The project will start out with examining the current support process and available metrics at ABB. Given this as a starting point, phase two will be to collect information from academia and different other industries. The result is a State of The Art report (SOTA).

The third phase of the project includes analyzing the state of the art techniques together with the data and techniques currently available at ABB today. The outcome is a tool that applies a few of the most interesting findings in the SOTA to the current data available from ABB today .

Given the most appealing results from the SOTA, a fourth phase is to write a recommendation on how the current system should be changed in order to use the new measure teqniques.

The results shall be a SOTA of measuring techniques, a Recommendation on how to improve the current system and a tool. The tool shall provide the support centers with benchmark- and meta- data regarding their current effectiveness.
Company: ABB CRC Västerås
Prel. end date: 2006-07-30
Presentation date: 2006-07-30, plats:Turing
IDT supervisor: Daniel Flemström, +46-21-151760
Examinator: Ivica Crnkovic
Ivica Crnkovic, +46-21-103183

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2007-05-31, 15:23

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