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Authors: Brad Poulson 1 ; Jimmy Huang 1 ; Sue Newell 2 and Robert D. Galliers 2

Affiliations: 1 Nottingham University Business School, United Kingdom ; 2 Bentley College, United States

Keyword(s): Commodity process, Core competence, Call center, Case study

Related Ontology Subjects/Areas/Topics: Artificial Intelligence ; Business Process Management ; e-Business ; Enterprise Engineering ; Enterprise Information Systems ; Knowledge Management and Information Sharing ; Knowledge-Based Systems ; Symbolic Systems

Abstract: The paper challenges the prevalent paradigm that differentiates between the management of a core competence and commodity processes. A case study is conducted to examine the strategic planning and management of a call center to illustrate that a commodity process, such as handling customers’ complaints and enquiries, can be transformed into a core competence, if a clear strategic intent is articulated and adequate management approaches are followed. Findings derived from this study suggest that a call center can provide substantial added value to the business and be managed differently through devising an appropriate intellectual capital management approach.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Poulson, B.; Huang, J.; Newell, S. and D. Galliers, R. (2004). REVERSING THE TREND OF COMMODITIZATION - A case study of the strategic planning and management of a call center. In Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 3: ICEIS; ISBN 972-8865-00-7; ISSN 2184-4992, SciTePress, pages 396-402. DOI: 10.5220/0002614903960402

@conference{iceis04,
author={Brad Poulson. and Jimmy Huang. and Sue Newell. and Robert {D. Galliers}.},
title={REVERSING THE TREND OF COMMODITIZATION - A case study of the strategic planning and management of a call center},
booktitle={Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 3: ICEIS},
year={2004},
pages={396-402},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002614903960402},
isbn={972-8865-00-7},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 3: ICEIS
TI - REVERSING THE TREND OF COMMODITIZATION - A case study of the strategic planning and management of a call center
SN - 972-8865-00-7
IS - 2184-4992
AU - Poulson, B.
AU - Huang, J.
AU - Newell, S.
AU - D. Galliers, R.
PY - 2004
SP - 396
EP - 402
DO - 10.5220/0002614903960402
PB - SciTePress