REQUEST ANALYSIS WITHIN THE FRAMEWORK OF THE DESIGN OF A KNOWLEDGE-BASED SYSTEM

Request analysis within the framework of the design of a knowledge based system. An expert system or a knowledge-based-system (KBS) is a computer tool that usually facilitates decision making in a well-defined context. It is designed to provide an aid to users faced with a difficult problem that still calls for a human intervention. The objective of our research is to improve the relations between KBSs and the users of this type of technology. The aim of this paper is to propose a design and validation methodology for KBSs. It relies on (i) a global methodology (life-cycle) and (ii) concepts related to KBS ergonomics validation. A decisive phase is the feasibility study involving at least four types of analyses: request analysis, need analysis, expert identification, analysis of the need to use AI techniques. One of the decisive steps is the analysis of the requests which turns out to be a federating point in this type of technology. A methodological description of the request analysis is presented. This step, which has too often been ignored, places the emphasis on the actors' strategies which are reviewed in the light of the future system and according to the actors' position within the organization. It aims to define the actors and what they think the future system will be within the organization, so as to provide global consistency to the project. This step facilitates the next operation, i.e., the analysis of the needs. At this level, the users' actual needs are ascertained by a brief work analysis. The comparison of what the project actors desire - as expressed in their requests - with the ascertained needs allows the objectives of the future system to be defined, or at least specified more clearly or even redirected toward another type of computer technology.