ABSTRACT
Protagonists of the process approach viewed this faith in the ability of technology alone to provide the answers as problematic. They did not have a solution, but rather a set of unanswered questions. How would we know when all the necessary data had been captured? Why should a computer-based communication system necessarily enable customer service engineers to work better? The list of questions became endless, and was put forward as a challenge to the over-reliance on technology as a solution to the organisation’s problems. A discussion forum was arranged to determine how to progress, the outcome of which is summarised in Table 1.1.
