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DOE OSTI2026

Safe Deep Reinforcement Learning for Active Distribution System Model Predictive Control with EVs and DERs

The temporal and spatial mismatch between PV generation and electric vehicle (EV) charging and discharging may cause voltage violations in active distribution networks. Despite the widespread use of deep reinforcement learning (DRL) in power system optimization and control, it lacks guarantees on constraint satisfaction during both training and deployment. This paper proposes a Lagrangian-based safe DRL approach for model predictive control (MPC) of active distribution systems with large-scale integration of PVs, EVs, and energy storage systems (ESSs). A Transformer-LSTM time-series model is proposed to forecast EV charging demand, which is then formulated as a constraint to ensure charging requirements are met. Using this prediction, a Lagrangian-based safe soft actor-critic (SAC) framework is developed for real-time control in a three-phase unbalanced distribution system, enforcing voltage safety constraints while optimizing the cumulative net reward. By integrating the forecasting model with multi-period constraints, the proposed framework jointly coordinates PV systems, EV charging and discharging, and ESS scheduling within the MPC horizon. Numerical experiments on a modified IEEE 123-bus system with real-world data show that, under a high PV penetration scenario, the proposed method increases the net reward by 30.74% and reduces average voltage violations from 0.0011 p.u. to 0.0002 p.u. compared with standard SAC. Compared with the optimal power flow (OPF) approach, it achieves similar voltage security while yielding lower line losses. It also maintains real-time control capability, reducing operation latency to 53.21 ms per 15-minute control interval. The proposed method remains effective under varying PV/EV penetrations and load conditions.

24 POWER TRANSMISSION AND DISTRIBUTION↗

NASA NTRS1987

An Euler code calculation of blade-vortex interaction noise

An Euler code has been developed for calculation of noise radiation due to the interaction of a distributed vortex with a Joukowski airfoil. THe time-dependent incompressible flow field is first determined and then integrated to yield the resulting sound production through use of the elegant low-frequency Green's function approach. This code has several interesting numerical features involved in the vortex motion and in continuous satisfaction of the Kutta condition. In addition, it removes the limitations on Reynolds number and is much more efficient than an earlier Navier-Stokes code. Results indicate that the noise production is due to the deceleration and subsequent acceleration of the vortex as it approaches and passes the airfoil. Predicted acoustic levels and frequencies agree with measured data although a precise comparison would require the strength, size, and position of the incoming vortex to be known.

Hardin, J. C.↗

NASA NTRS2004

Manufacturing Bms/Iso System Review

The Quality Management System (QMS) is one that recognizes the need to continuously change and improve an organization s products and services as determined by system feedback, and corresponding management decisions. The purpose of a Quality Management System is to minimize quality variability of an organization's products and services. The optimal Quality Management System balances the need for an organization to maintain flexibility in the products and services it provides with the need for providing the appropriate level of discipline and control over the processes used to provide them. The goal of a Quality Management System is to ensure the quality of the products and services while consistently (through minimizing quality variability) meeting or exceeding customer expectations. The GRC Business Management System (BMS) is the foundation of the Center's ISO 9001:2000 registered quality system. ISO 9001 is a quality system model developed by the International Organization for Standardization. BMS supports and promote the Glenn Research Center Quality Policy and wants to ensure the customer satisfaction while also meeting quality standards. My assignment during this summer is to examine the manufacturing processes used to develop research hardware, which in most cases are one of a kind hardware, made with non conventional equipment and materials. During this process of observation I will make a determination, based on my observations of the hardware development processes the best way to meet customer requirements and at the same time achieve the GRC quality standards. The purpose of my task is to review the manufacturing processes identifying opportunities in which to optimize the efficiency of the processes and establish a plan for implementation and continuous improvement.

Gomez, Yazmin↗

NASA NTRS2004

Argumentation for coordinating shared activities

an increasing need for space missions to be able to collaboratively (and competitively) develop plans both within and across missions. In addition, interacting spacecraft that interleave onboard planning and execution must reach consensus on their commitments to each other prior to execution. In domains where missions have varying degrees of interaction and different constraints on communication and computation, the missions will require different coordination protocols in order to efficiently reach consensus with in their imposed deadlines. We describe a Shared Activity Coordination (SHAC) framework that provides a decentralized algorithm for negotiating the scheduling of shared activities over the lifetimes of multiple agents and a foundation for customizing protocols for negotiating planner interactions. We investigate variations of a few simple protocols based on argumentation and distributed constraints satisfaction techniques and evaluate their abilities to reach consistent solutions according to computation, time, and communication costs in an abstract domain where spacecraft propose joint measurements.

Mars↗

DOE OSTI2025

Bayesian Entropy Neural Networks for physics-aware prediction

This article addresses the need for deep learning models to integrate well-defined constraints into their outputs, driven by their application in surrogate models, learning with limited data and partial information, and scenarios requiring flexible model behavior to incorporate non-data sample information. We introduce Bayesian Entropy Neural Networks (BENN), a framework grounded in Maximum Entropy (MaxEnt) principles, designed to impose constraints on Bayesian Neural Network (BNN) predictions. BENN is capable of constraining not only the predicted values but also their derivatives and variances, ensuring a more robust and reliable model output. To achieve simultaneous uncertainty quantification and constraint satisfaction, we employ the method of multipliers approach. This allows for the concurrent estimation of neural network parameters and the Lagrangian multipliers associated with the constraints. Our experiments, spanning diverse applications such as beam deflection modeling and microstructure generation, demonstrate the effectiveness of BENN. The results highlight significant improvements over traditional BNNs and showcase competitive performance relative to contemporary constrained deep learning methods.

14 SOLAR ENERGY↗

NASA NTRS2006

Strict Constraint Feasibility in Analysis and Design of Uncertain Systems

This paper proposes a methodology for the analysis and design optimization of models subject to parametric uncertainty, where hard inequality constraints are present. Hard constraints are those that must be satisfied for all parameter realizations prescribed by the uncertainty model. Emphasis is given to uncertainty models prescribed by norm-bounded perturbations from a nominal parameter value, i.e., hyper-spheres, and by sets of independently bounded uncertain variables, i.e., hyper-rectangles. These models make it possible to consider sets of parameters having comparable as well as dissimilar levels of uncertainty. Two alternative formulations for hyper-rectangular sets are proposed, one based on a transformation of variables and another based on an infinity norm approach. The suite of tools developed enable us to determine if the satisfaction of hard constraints is feasible by identifying critical combinations of uncertain parameters. Since this practice is performed without sampling or partitioning the parameter space, the resulting assessments of robustness are analytically verifiable. Strategies that enable the comparison of the robustness of competing design alternatives, the approximation of the robust design space, and the systematic search for designs with improved robustness characteristics are also proposed. Since the problem formulation is generic and the solution methods only require standard optimization algorithms for their implementation, the tools developed are applicable to a broad range of problems in several disciplines.

Crespo, Luis G.↗

NASA NTRS2017

Meal Replacement Mass Reduction and Integration Acceptability Study

NASA, in planning for long-duration missions, has an imperative to provide a food system with the necessary nutrition, acceptability, and safety to ensure sustainment of crew health and performance. The Orion Multi-Purpose Crew Vehicle (MPCV) and future exploration missions are mass constrained; therefore the team is challenged to reduce the mass of the food system by 10% while maintaining product safety, nutrition, and acceptability. Commercially available products do not meet the nutritional requirements for a full meal replacement in the spaceflight food system, and it is currently unknown if daily meal replacements will impact crew food intake and psychosocial health over time. The purpose of this study was to develop a variety of nutritionally balanced breakfast replacement bars that meet spaceflight nutritional, microbiological, sensorial, and shelf-life requirements, while enabling a 10% savings in food mass. To date, six nutrient-dense meal replacement bars (approximately 700 calories per bar) have been developed, using traditional methods of compression as well as novel ultrasonic compression technologies developed by Creative Resonance Inc. (Phoenix, AZ). The four highest rated bars were evaluated in the Human Exploration Research Analog (HERA) to assess the frequency with which actual meal replacement options may be implemented. Specifically, overall impact of bars on mood, satiety, digestive discomfort, and satisfaction with food. These factors are currently being analyzed to inform successful implementation strategies where crew maintain adequate food intake. In addition, these bars are currently undergoing shelf-life testing to determine long-term sensory acceptability, nutritional stability, qualitative stability of analytical measurements (i.e. water activity and texture), and microbiological compliance over two years of storage at room temperature and potential temperature abuse conditions to predict long-term acceptability. It is expected that this work will enable a successful meal replacement strategy to be implemented that will maintain crew food consumption and health, while informing exploration missions with appropriate mass savings expectations.

Sirmons, T.↗

NASA NTRS2019

Model-based System Health Management and Contingency Planning for Autonomous UAS

Safe autonomous operations of an Unmanned Aerial System (UAS) requires that the UAS can react to unforeseen circumstances, for example, after a failure has occurred. In this paper we describe a model-based run-time architecture for autonomous on-board diagnosis, system health management, and contingency management. This architecture is being instantiated on top of NASA's Core Flight System (cFS/cFE) as amajor component of the on-board AutonomousOperating System (AOS). We will describe our diagnosis and monitoring components, which continuously provide system health status. Automated reasoning with constraint satisfaction form the core of our decision-making component, which assesses the current situation, aids in failure disambiguation, and constructs a contingency plan to mitigate the failure(s) and allow for a safe end of the mission. We will illustrate our contingency management system with two case studies, one for a fixed-wing aircraft in simulation, and one for an autonomous DJI S1000+ octo-copter.

Schumann, Johann M.↗

NASA NTRS2005

Software Engineering Research/Developer Collaborations (C104)

The goal of this collaboration was to produce Flight Software Branch (FSB) process standards for software inspections which could be used across three new missions within the FSB. The standard was developed by Dr. Forrest Shull (Fraunhofer Center for Experimental Software Engineering, Maryland) using the Perspective-Based Inspection approach, (PBI research has been funded by SARP) , then tested on a pilot Branch project. Because the short time scale of the collaboration ruled out a quantitative evaluation, it would be decided whether the standard was suitable for roll-out to other Branch projects based on a qualitative measure: whether the standard received high ratings from Branch personnel as to usability and overall satisfaction. The project used for piloting the Perspective-Based Inspection approach was a multi-mission framework designed for reuse. This was a good choice because key representatives from the three new missions would be involved in the inspections. The perspective-based approach was applied to produce inspection procedures tailored for the specific quality needs of the branch. The technical information to do so was largely drawn through a series of interviews with Branch personnel. The framework team used the procedures to review requirements. The inspections were useful for indicating that a restructuring of the requirements document was needed, which led to changes in the development project plan. The standard was sent out to other Branch personnel for review. Branch personnel were very positive. However, important changes were identified because the perspective of Attitude Control System (ACS) developers had not been adequately represented, a result of the specific personnel interviewed. The net result is that with some further work to incorporate the ACS perspective, and in synchrony with the roll out of independent Branch standards, the PBI approach will be implemented in the FSB. Also, the project intends to continue its collaboration with the technology provider (Dr. Forrest Shull) past the end of the grant, to allow a more rigorous quantitative evaluation.

Shell, Elaine↗

NASA NTRS2016

Meal Replacement Mass Reduction and Integration Acceptability Study

NASA, in planning for long duration missions, has an imperative to provide a food system with the necessary nutrition, acceptability, and safety to ensure sustainment of crew health and performance. The Orion Multi-Purpose Crew Vehicle (MPCV) and future exploration missions are mass constrained; therefore we are challenged to reduce the mass of the food system by 10% while maintaining safety, nutrition, and acceptability for exploration missions. Food bars have previously been used to supplement meals in the Skylab food system, indicating that regular consumption of bars will be acceptable. However, commercially available products do not meet the requirements for a full meal replacement in the spaceflight food system. The purpose of this task is to develop a variety of nutritionally balanced breakfast replacement bars, which meet spaceflight nutritional, microbiological, sensorial, and shelf-life requirements, while enabling a 10% food mass savings. To date, six nutrient-dense meal replacement bars have been developed, using both traditional methods of compression as well as novel ultrasonic compression technologies developed by Creative Resonance Inc. (Phoenix, AZ). All bars will be prioritized based on acceptability and the four top candidates will be evaluated in the Human Exploration Research Analog (HERA) to assess the frequency with which actual meal replacement options may be implemented. Specifically, overall impact to mood, satiety, dietary discomfort, and satisfaction with food will be analyzed to inform successful implementation strategies. In addition, these bars will be evaluated based on final product sensory acceptability, nutritional stability, qualitative stability of analytical measurements (i.e. water activity and texture), and microbiological compliance over two years of storage at room temperature and potential temperature abuse conditions to predict long-term acceptability. It is expected that this work will enable a successful meal replacement strategy to be implemented that maintains crew food consumption and health, while informing exploration missions with appropriate mass savings expectations.

Sirmons, T.↗

NASA NTRS1992

The experience factory: Can it make you a 5? or what is its relationship to other quality and improvement concepts?

The concepts of quality improvements have permeated many businesses. It is clear that the nineties will be the quality era for software and there is a growing need to develop or adapt quality improvement approaches to the software business. Thus we must understand software as an artifact and software as a business. Since the business we are dealing with is software, we must understand the nature of software and software development. The software discipline is evolutionary and experimental; it is a laboratory science. Software is development not production. The technologies of the discipline are human based. There is a lack of models that allow us to reason about the process and the product. All software is not the same; process is a variable, goals are variable, etc. Packaged, reusable, experiences require additional resources in the form of organization, processes, people, etc. There have been a variety of organizational frameworks proposed to improve quality for various businesses. The ones discussed in this presentation include: Plan-Do-Check-Act, a quality improvement process based upon a feedback cycle for optimizing a single process model/production line; the Experience Factory/Quality Improvement Paradigm, continuous improvements through the experimentation, packaging, and reuse of experiences based upon a business's needs; Total Quality Management, a management approach to long term success through customer satisfaction based on the participation of all members of an organization; the SEI capability maturity model, a staged process improvement based upon assessment with regard to a set of key process areas until you reach a level 5 which represents a continuous process improvement; and Lean (software) Development, a principle supporting the concentration of the production on 'value added' activities and the elimination of reduction of 'not value added' activities.

Basili, Victor R.↗

DOE OSTI2026

Public water supply infrastructure extensification and diversification in surface waters is insufficient to meet future demands in Texas

The data were developed to evaluate the capacity of existing and potential new surface water supply infrastructure to meet projected public water demands across districts in Texas under multiple future socioeconomic and climate scenarios. The database integrates hydrologic, water quality, infrastructure, energy, cost, demographic, and demand-projection information for candidate surface water supply locations. Candidate sites include stream reaches, waterbodies, reservoir surplus locations, and potential new reservoir sites. Water availability is characterized using historical and projected flow conditions, while site suitability is evaluated using five indicators: Water Availability Index (WAI), Water Quality Index (WQI), Energy Requirement Index (ERI), Water Treatment Cost (WTC), and Water Infrastructure Cost (WIC). The datasets include statewide candidate-site information, district-level demand projections under Shared Socioeconomic Pathways (SSPs), runoff-based allocation constraints, climate-stress metrics, and optimization outputs evaluating alternative infrastructure planning strategies. Optimization results compare Business-as-Usual (BAU) and All Surface Water (AllSW) demand-management approaches under both scaled and fixed cost-cap strategies. Associated validation datasets provide district-level feasibility assessments, infrastructure selection outcomes, cost-cap utilization, demand satisfaction metrics, and constraint diagnostics. Additional datasets quantify projected changes in storage and flow conditions as well as water availability stress for both existing and newly selected intake locations under the SSP5 scenario for mid-century and late-century climate conditions. Together, these datasets support assessment of the extent to which surface-water infrastructure expansion and diversification strategies can satisfy future public water demands while accounting for hydrologic, economic, and planning constraints across Texas. Dataset(s) Description Dataset_preoptimization.xlsx Comprehensive pre-optimization dataset containing candidate water-supply sites and associated hydrologic, water-quality, infrastructure, climate, demographic, runoff, and demand-projection variables used as inputs to the optimization analyses. Includes variable descriptions and the full statewide candidate-site database. District_level_site_selection.zip - Compressed archive containing all SSP-specific district-level optimization result files MESIO_ssp1_results.xlsx District-level site selection results for SSP1 (MESIO). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. MESID_ssp2_results.xlsx District-level site selection results for SSP2 (MESID). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. LCMRD_ssp3_results.xlsx District-level site selection results for SSP3 (LCMRD). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. IRDev-Low_ssp4l_results.xlsx District-level site selection results for SSP4-Low (IRDev-Low). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. IRDev-High_ssp4h_results.xlsx District-level site selection results for SSP4-High (IRDev-High). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. RSIM_ssp5_results.xlsx District-level site selection results for SSP5 (RSIM). Includes variable descriptions, BAU and AllSW site-selection results under scaled and fixed cost strategies, and district-level validation diagnostics. tx_hydrological_stress.xlsx Hydrological stress dataset for existing and newly selected intake locations. Includes projected mid-century and late-century changes, gain/loss classifications, planning strategy information, and accompanying variable descriptions. Also includes water-stress metrics derived from historical and projected low-flow conditions.

Okoye, Perpetua I. (ORCID:0000000215545033)↗

NASA NTRS2006

What Do Our Users Want? Perspectives on Understanding and Meeting User Needs for Multi-Mission Data Services

The Sun-Earth Connection Active Archive (SECAA) project of NASA's Space Physics Data Facility operates a range of unique and heavily used multi-mission data services in support of the large-scale science objectives of the Great Observatory, including services such as CDAWeb, the CDAWeb Plus client, SSCWeb, OMNIweb and the CDF data format. In developing and operating these services, we have encountered and continue to struggle with a wide range of issues such as balancing scope and functionality with simplicity and ease of use, understanding the effectiveness of our choices and identifying areas most important for further improvement. In this paper, we will review our key services and then discuss some of our observations and new approaches to understanding and meeting user data service requirements. Some observations are obvious but may still have substantial implications; e.g. functionality without information content is of little user interest, which has led to our recent emphasis on development of web services interfaces, so the content and functionality we already serve is readily and fully available as a building block for new services. Some observations require careful design and tradeoffs; e.g. users will complain when they are offered interfaces with limited options but users are also easily intimidated and become lost when offered extensive options for customization. Some observations remain highly challenging; e.g. a comprehensive multi-mission, multi-source view of all data and services available easily produces a daunting list, but a more selective view can easily lead users to overlook available and relevant data. It is often difficult to obtain and meaningfully interpret measures of true productive usage and overall user satisfaction, even with a variety of techniques including statistics, citations, case studies, user feedback and advisory committees. Most of these issues will apply to and may even be more acute for distributed implementation architectures.

McGuire, Robert E.↗

NASA NTRS1993

Criteria for assessing problem solving and decision making in complex environments

Training crews to cope with unanticipated problems in high-risk, high-stress environments requires models of effective problem solving and decision making. Existing decision theories use the criteria of logical consistency and mathematical optimality to evaluate decision quality. While these approaches are useful under some circumstances, the assumptions underlying these models frequently are not met in dynamic time-pressured operational environments. Also, applying formal decision models is both labor and time intensive, a luxury often lacking in operational environments. Alternate approaches and criteria are needed. Given that operational problem solving and decision making are embedded in ongoing tasks, evaluation criteria must address the relation between those activities and satisfaction of broader task goals. Effectiveness and efficiency become relevant for judging reasoning performance in operational environments. New questions must be addressed: What is the relation between the quality of decisions and overall performance by crews engaged in critical high risk tasks? Are different strategies most effective for different types of decisions? How can various decision types be characterized? A preliminary model of decision types found in air transport environments will be described along with a preliminary performance model based on an analysis of 30 flight crews. The performance analysis examined behaviors that distinguish more and less effective crews (based on performance errors). Implications for training and system design will be discussed.

Orasanu, Judith↗

NASA NTRSDate not supplied

Implementing an Objectives-Driven, Risk-Informed, and Case-Assured Approach to Safety and Mission Success at NASA

NASA is developing a “Standard for Assurance of Space Flight Safety and Mission Success” that implements an objectives-driven, risk-informed, and case-assured approach to safety and mission success (S&MS) for NASA space flight programs and projects. The standard aligns with the philosophy of risk leadership that has recently been established in NASA policy to assure acceptable levels of flight crew safety and mission success risk. It is consistent with existing NASA risk management requirements and is compatible with NASA program management and systems engineering requirements. The methodology described in the standard is presented in terms of an S&MS assurance framework that is designed to allow substantial flexibility in the specific means by which programs and projects achieve acceptable mission S&MS risk. Such flexibility is necessary to accommodate the increasingly broad range of acquisition strategies employed by NASA, including commercial transportation services, as well as to accommodate the increasingly rapid evolution of space flight-related technologies and practices. A key feature of the S&MS assurance framework is the specification of S&MS success criteria for each life-cycle review (LCR). The S&MS assurance case is structured around these criteria, the satisfaction of which indicates that the program/project is adhering to the S&MS risk posture. This enables the evolving S&MS assurance case to be used as a fundamental program/project submittal at each LCR, where its inherent structure of argument, supported by evidence, directly supports the evaluation of the program/project with respect to the S&MS success criteria, and by extension, the S&MS risk posture. As such, the S&MS assurance case is integral to program/project systems engineering, risk management, and S&MS oversight activities, and provides the principal basis for S&MS risk acceptance by the Decision Authority throughout the program/project life cycle.

Risk Posture↗

DOE OSTI2024

Implementing an Objectives-Driven, Risk-Informed, and Case-Assured Approach to Safety and Mission Success at NASA

42 ENGINEERING↗

NASA NTRS2004

The Training Process of the Organization Development and Training Office

The Organization Development and Training Office provides training and development opportunities to employees at NASA Glenn Research Center, as a division of the Office of Human Resources and Workforce Planning. Center-wide required trainings, new employee trainings, workshops and career development programs are organized by the OD&TO staff. They also arrange all academic, non-academic, headquarters, fellowship and learning center sponsored courses. They also service organizations wishing to work more effectively by facilitating teambuilding exercises. Equal Opportunity programs and upward mobility programs such as the STEP and GO programs for administrative staff. In working with my mentor I am very involved with Cuyahoga Community College classes, mandatory supervisory training and administrative staff workshops. My largest tasks are in the secretarial training category. The Supporting Organizations And Relationships workshop for administrative personnel, commonly known as SOAR, began last year and continued this summer with follow-up workshops. Months before a workshop or class is brought to Glenn, a need has to be realized. In this case, administrative staff did not feel they had an opportunity to receive relevant training and develop skills through teambuilding, networking and communication. A Statement of work is then created as several companies are contacted about providing the training. After the company best suited to meet the target group s needs is selected, the course is announced with an outline of all pertinent information. A reservation for a facility is made and applications or nominations, depending on the announcement s guidelines, are received from interested employees. Confirmations are sent to participants and final preparations are made but there are still several concluding steps. A training office staff member also assists the facilitator with setting up the facility and introducing the class. After the class, participants evaluations are read and summarized to determine the effectiveness of the class and instructor. In addition to the SOAR workshops, I have several projects and daily tasks to complete. Coding training applications, which require me to be familiar with Glenn s budgetary allocations and policies on training, is an ongoing process. It also requires verifying information reported by an employee via her C-478 form, more commonly known as the training application. I am also the point of contact for the Cuyahoga Community College Advising Sessions held here at NASA Glenn which involves coordinating counselors visits with employees schedules. Two databases had to be created. The first database holds information on administrative staff, and the other tracks supervisors training histories. Through these assignments I gained experience in Microsoft Access 2002 and spreadsheet creation, communicating with co-workers, and successfully facilitating a training to serve specific purposes. With trainings and evaluations to assessment them, the Organization Development and Training Office can assure a quality product and continued customer satisfaction.

Johnson, Melissa S.↗

NASA NTRS1994

Human factors involvement in bringing the power of AI to a heterogeneous user population

The Human Factors involvement in developing COMPAQ QuickSolve, an electronic problem-solving and information system for Compaq's line of networked printers, is described. Empowering customers with expert system technology so they could solve advanced networked printer problems on their own was a major goal in designing this system. This process would minimize customer down-time, reduce the number of phone calls to the Compaq Customer Support Center, improve customer satisfaction, and, most importantly, differentiate Compaq printers in the marketplace by providing the best, and most technologically advanced, customer support. This represents a re-engineering of Compaq's customer support strategy and implementation. In its first generation system, SMART, the objective was to provide expert knowledge to Compaq's help desk operation to more quickly and correctly answer customer questions and problems. QuickSolve is a second generation system in that customer support is put directly in the hands of the consumers. As a result, the design of QuickSolve presented a number of challenging issues. Because the produce would be used by a diverse and heterogeneous set of users, a significant amount of human factors research and analysis was required while designing and implementing the system. Research that shaped the organization and design of the expert system component as well.

Czerwinski, Mary↗