Faculty of Commerce, Law and Management

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    Knowledge Management Applications in Johannesburg Water’s Call Centre
    (2012-01-20) Ruplal, Suchithra
    Call Centres are viewed more and more as important and powerful means through which companies can improve service delivery to their customers. This research paper investigates how the strategic application of knowledge management within the Call Centre customer interface, through the support of senior management, can improve service delivery within Johannesburg Water. One-on-one interviews were conducted with selected Call Centre team leaders, and management from the Call Centre and the Operations department. Primary data was also extracted from the company‟s information management system (IMS). The Customer Service Representatives (CSRs) were observed within their work environment. Appendix A describes an example of the Call Centre customer service interface when a customer calls to log a complaint with Johannesburg Water, a Municipal Owned Entity (MOE). Knowledge management when applied as part of the Customer Relationship Management (CRM) strategy may be helpful in improving service delivery. Call Centre management has to invest in its people component of Knowledge Management (KM) strategy in order to have effective processes and effective technologies. Research conducted may be applicable and adapted to other public sector Call Centres. The study conducted indicates that senior management should focus on strengthening the “people” component of KM in order to achieve effective service delivery. Knowledge management gaps at the Call Centre were identified through the study which would be beneficial to Call Centre management in improving service effectiveness of the Call Centre for the organisation
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    ASSESSING THE IMPACT OF AN
    (2011-05-10) Kromberg, Jacqueline Clair
    Efficiencies and improved bottom lines in companies depend on better and faster ways of training staff and disseminating information. Central to this concept is a well organised, monitored and cost effective electronic learning (e-learning) programme. The purpose of this study is to determine if an e-learning programme can provide the knowledge needed in the call centre of a telecommunications company to improve productivity and can reduce the cost and time taken to learn. The research population (90 subjects) consisted of three different groups: those who learnt in a classroom setting; those who learnt through pure electronic means at their work stations; and those who learnt through a blended approach, by means of electronic learning which was facilitated in the classroom by trainers. Subjects in each group were given information on a product (product M) to learn and then assessed on their product knowledge, and the time taken in learning was noted. Cost to the company was investigated. A fourth group of subjects consisted of supervisors (9) who had experienced the effects of all three types of learning outcomes in the workplace and they completed a questionnaire on their observations on these outcomes. The main findings of this research were that the e-learning programme blended approach methodology is the most effective of the three methods when comparing the variables of knowledge acquisition and time taken to learn. The cost of this method of learning was similar to that of the pure e-learning methodology but much lower than that of classroom learning. The findings suggest the e-learning programme, supported by trainers, was effective and should be implemented for staff training purposes