Framework for automatic creation of remote operations support systems

Customer service is essential to maintain good and lasting relationships. Many companies would like to reduce the cost of such support services. They have been looking for solutions many of which are created using IT tools. This paper will discuss a generic approach using IDEF3 process modelling methodology to provide such services in a flexible fashion. The approach results in the definition of a framework consisting of generic modelling methodology and software systems which captures the knowledge of experts and generates customer support systems tailored to the application requirements. The framework allows personnel, who do not have computer programming background, to generate such systems easily and the information can be accessed anywhere in the world.