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Technology
Choice at CallCentre.
Carole Brooke1 and Magnus
Ramage2
1
Faculty of Business and Management,
University of Lincoln,
UK
cbrooke@lincoln.ac.uk,
2 Centre for Complexity & Change, Open University,
UK,
m.ramage@open.ac.uk
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ABSTRACT |
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This paper
presents the latest empirical material from an EPSRC-funded project called
Software as a Business Asset. The project has been looking at legacy systems and
evaluating their potential for change. The methods adopted are based on scenario
generation and follow an iterative process where both organisational and
technological issues are examined in turn and then brought together to test out
the impacts of each against the other. The project has sought to develop a tool
that mimics organisational change as far as possible and that avoids
technological determinism.
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