HANDLING A 20,000 CALLS-A-DAY TELEPHONE ENVIRONMENT - THE CASE OF A SERVICE-ORGANIZATION

This article highlights the efforts undertaken in the period 1992-1995 to provide the Informatie Beheer (IB) Groep with the organization, th e infrastructure, and the information systems to handle a 20 000 telep hone calls-a-day workload. Step by step, measures were taken to enable this organization to attain high quality norms for telephone services , while at the same time cutting total costs by 30 per cent, expanding products and services delivered, and accommodating a 40 per cent grow th in the number of calls processed each day. The experiences of the i s Groep will be compared with current literature on organizational lea rning, on organizational change, on in- and outsourcing of services, a nd on the strategic intent of service organizations.