Linda Tartamella
Due to the conducted secondary research, I clearly understood how an information system (2) consisting of three components “people, process, technology” works. Furthermore, my role during this project was to understand and identify the issues within the Customer Service Department by conducting primary research (surveys, observations, interviews, and conversations) and analysing the three components of the company based on the information system theory.
When mapping the gained findings within the problem map, the general issues within the three components were crystallised:
As the management has other unknown priorities, the proposed intervention intends to optimise and reorganise the currently used platform with the available technical resources and create a solid base. The currently used digital platform “KnowledgeBase” is a platform mainly used by Customer Service Employees. They can find important information about tools, processes, documents, training materials, systems and phone numbers. Consequently, I developed, prototyped, tested and evaluated the concept “KnowledgeBase Reorganisation” to ensure its effectiveness and viability. The chosen final intervention would greatly benefit its stakeholders as it helps create a solid, easily accessible, and quick knowledge and information base for the Customer Service Employees.
(2) The information system is seen as the bridge between people and technology and covers the information as a whole. It collects many data sets that ensure the successful completion of a business objective.
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