Posted by Prac on May 26, 2004 at 09:30:41:

In Reply to: systems thinking and the learning organisation posted by dorothy allen on May 20, 2004 at 14:10:39:

Hi Dorothy

Yes, we do still have to take things apart to understand them. It is part of the knowledge-creation process, which you would recognise in your own studies. How else do you propose we understand things, especially complicated things like global warming etc?

Taylorism should help you understand the call-centre problem you need to address. However, whether or not the call-centre model holds promise for sustained growth is another question altogether. Do you think call centres are designed to stick around for years on end, or to exploit an opportunity in a medium-term market?

The concept that springs to mind, when I think of call centres, is build to purpose. Once the purpose changes, the call centre is no longer required.

More importantly, the cost-effective application of computing power enables the establishment of state-of-the-art call centres. These centres, more often than not spearhead customer support.

Not all call centres are call centres, are they? Is a calling centre a call centre, or is a call centre a centre, which fields mostly incoming calls? I think the purpose of the technology application should definitely be a factor in its structure. Yes, call centres are genrally structured to be cheap and dirty, unless they form part of core business or support another long-term strategic objective.

All the best with your program.

Rob

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Follow Ups:

• Re: systems thinking and the learning organisation Barry 20:34:34 06/05/04 (1)
  • Re: systems thinking and the learning organisation Prac 12:38:09 06/07/04 (0)

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