Here is the synopsis of our sample research paper on TELLERBANK CALL CENTERS AND SOCIO-TECHNICAL SYSTEMS. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 6-page paper provides an explanation of socio-technical systems, by way of a Telebank case study. Bibliography lists 5 sources.
Page Count:
6 pages (~225 words per page)
File: D0_MTtellbank.rtf
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Unformatted sample text from the term paper:
using computers to monitor and divide tasks. But is this something that works? Can a social system and technology system survive in the same organization?
This is one of the questions that researcher George Callaghan asked in 2001 when he studied the Telebank, a call center serving a major financial institution. In
doing his research, Callaghan demonstrated that sometimes too much technology in a socio-technical system can lead to problems. However, before examining this
case study, it would be helpful to determine what, exactly, a socio-technical system is. In its most basic form, a socio-technical system is defined as a mix of people and
technology (ComputingCases.org, 2009). Beyond that, socio-technical systems have hardware (mainframes and workstations); software (operating systems and utilities); physical surroundings and, of course, people (individuals, groups and teams) (ComputingCases.org, 2009). Also
involved in a socio-technical system are procedures and laws and regulations (ComputingCases.org, 2009). In other words, the technical system centers
around machinery, processes, procedures and the physical arrangement (Strategoes International, 2008). The social system, on the other hand, is centered around people, values, behavioral styles and relationships (Strategoes International, 2008).
But can these two systems work together to increase worker productivity and a sense of belonging? Does the technology actually smooth things
through? This is what Callaghan sought to understand in his study. Case Overview In his study, George Callaghan sought to investigate the
way social and technical systems are used when it comes to organization of call centers. In formulating his study, Callaghan examined material gathered over a several-month period from Telebank, a
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