[Year 12 SofDev] Definition of "depersonalisation of services"?

[Frank Van Den Boom]

2 examples:
- IVR (interactive voice recognition) technolgoy used by lots of orgs
these days for the initial contact, and in some cases, the whole
transaction
- help desk/call centre situation where you may have to call several
times in working through some issue, but you get a different person
every time, and need to re-tell your story every time even though you
can hear the keyboard going flat out documenting the details
 
Frank

  _____  

From: sofdev-bounces at edulists.com.au
[mailto:sofdev-bounces at edulists.com.au] On Behalf Of Sonia Cotugno
Sent: Thursday, 30 August 2007 1:59 PM
To: sofdev at edulists.com.au
Subject: [Year 12 SofDev] Definition of "depersonalisation of services"?



I'm using the Fitzpatrick/Keane Software Development textbook this year.
There is a question on "depersonalisation of services" (Page 119 of
Chapter 4). Has anyone heard of this term before? I never used it nor
heard it when I was in industry. I was hoping someone could enlighten
me.

 

Sonia Cotugno

Brighton Grammar School

90 Outer Cres, Brighton 3186

ph: 61 3 8591 2200

fax: 61 3 9592 6001

web: www.brightongrammar.vic.edu.au
<http://www.brightongrammar.vic.edu.au/> 

we teach boys

 

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