System oceny wiedzy pracowników na przykładzie działu serwisowego
An information system for employee knowledge assessment in the service department

Summary/Abstract: In the work assessment process the aspect of assessing workers’ knowledge is a difficult issue. In this article the proposed systemconsists of the following elements: (1) gathering the explicit knowledge within the enterprise in the form of service procedures, (2)obtaining audio or video recording of the workers’ activities, (3) comparing the received records to the standards of the serviceprocedures using the neural network. In order to realise the proposed concept, an ontology for the stored service procedures wasbuilt, and furthermore a conversion of the acquired knowledge using Natural Language was made. Next, using a neural network,the knowledge of the worker in the service department was assessed on the basis of a comparison of the records of his activitiesto the standard procedures adopted in the company. The practical utility of the model has been demonstrated at the exampleof the procedure for replacing brake pads and disc pads by a new employee. According to these results, the head of the servicedepartment evaluates the knowledge of the employees in relation to the adopted instructions in the company. Consequently, s/hedecides to hire a new employee. Therefore, the proposed IT system can be treated as a decision support system about employingnew workers based on an objective assessment of their knowledge

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