Learning from Simple Systems: The Case of JPL 101

Abstract

This chapter describes the development and operation of a knowledge system to support learning of organizational knowledge at the Jet Propulsion Laboratory (JPL). It describes in detail requirements generation, implementation, and rollout of the system and presents results from performance and usage data collected over 19 weeks of operation. Although the underlying technology was relatively straightforward, the development process had to address concerns from multiple stakeholders, support a broad user base, and incorporate a cost-effective approach to knowledge validation. These, in turn, impacted requirements, design, and maintenance of the system and how it was deployed within the organization. This case demonstrates that a relatively “simple” system can effectively support learning or organizational knowledge, while still presenting a variety of challenges during the implementation process.