The purpose of this project was to develop conceptual objectives to serve as guidelines for the redesigning of the computer software system used in the customer service function at Nashville Electric Service. The alternative policy decision option in relation to the project problem and characteristics of the target organization was characterized by the fewest and least significant constraints. Further, the driving force for selection of this option was that of all the available options the alternative policy decision option had the highest probability of success. Therefore the selected project option was the alternative policy decision.
A primary source of the problem investigated through the conduct of this project was the outmoded computer software system on which the organizationÆs customer service function relies. This software system was designed at a stage within the development cycle of computer technology when only highly qualified, computer-literate personnel were expected to use such systems. As the user base of computerized database systems within organizations has expanded, personnel with marginal levels of computer-literacy have been placed into positions that require interaction with computer technology. Most of these new users are characterized by short attention spans and an inability or absence of desire to learn or cope with the command-line access procedures that characterized most software systems at the time the system in place at Nashville Electric Service was developed.
A total of three research project objectives were pursued through the conduct of this project. Hypotheses were developed in direct relation to each project objective. The three research objectives sought through the conduct of this project, together with the associated hypotheses, were as follows: (1) the first objective was to increase the hourly rate of customer inquiries processed by each customer service representative by 10 p...