THE PROGRAMME BENEFITS OF IMPROVING PROJECT TEAM COMMUNICATION THROUGH A CONTACT CENTRE

Authors

  • T J Bond-Barnard Graduate School of Technology Management, University of Pretoria
  • H Steyn Graduate School of Technology Management University of Pretoria

DOI:

https://doi.org/10.7166/24-2-460

Abstract

A South African national programme to repair government infrastructure uses a contact centre (or call centre) to facilitate and manage communication. An important question is: How does the contact centre benefit the programme and its projects? This study discusses the findings of a survey that quantified the benefits of the programme when the communication between team members in the programme was improved by using a contact centre. The results show that, by using a contact centre to improve the communication between project team members, their perception of communication effectiveness, quality of project deliverables, service delivery, and customer satisfaction of the programme dramatically increases.

Downloads

Download data is not yet available.

Author Biographies

T J Bond-Barnard, Graduate School of Technology Management, University of Pretoria

Graduate School of Technology Management

Faculty of Engineering, Built Environment and Information Technology

H Steyn, Graduate School of Technology Management University of Pretoria

Professor in the

Graduate School of Technology Management

Faculty of Engineering, Built Environment and Information Technology

Downloads

Published

2013-09-06

How to Cite

Bond-Barnard, T. J., & Steyn, H. (2013). THE PROGRAMME BENEFITS OF IMPROVING PROJECT TEAM COMMUNICATION THROUGH A CONTACT CENTRE. The South African Journal of Industrial Engineering, 24(2), 127–139. https://doi.org/10.7166/24-2-460

Issue

Vol. 24 No. 2 (2013)

Section

Case Studies

License

Authors who publish in the Journal agree to the following terms:
  1. Authors retain copyright and grant the Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this Journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the Journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this Journal.