The Programme Benefits of Improving Cross-Functional Communication in its Projects using a Contact Centre.

Bond-Barnard, T. J. & Steyn, H. 

A contact centre (a.k.a. call centre) is used to facilitate and manage communication in a South African national programme to repair government infrastructure. An important question is how the contact centre benefits the programme and its projects. This study discusses the findings from a survey which quantified the realised programme benefits when the communication between team members in a programme was improved by utilising a contact centre. The results show that by using a contact centre to improve the communication between team members in the project, the project team’s perception of communication effectiveness, quality of project deliverables, service delivery and customer satisfaction of the programme dramatically increases.

SA Journal of Industrial Engineering. 24(2), 127-139.

http://sajie.journals.ac.za/pub/article/view/460

Accreditation

Delegates who successfully complete the PPM and comply with the related assessment criteria are awarded by the University of Pretoria (at a certificate ceremony) certificates of successful completion. In addition to the certificate, the PPM is recognized by the following:

  • PMI (Project Management Institute) – USA
  • ECSA (Engineering Council of SA)
  • SACPCMP (South African Council for the Project and Construction. Management Professions)
  • PMSA (Project Management South Africa)

More...

Contact Information

Immaculate Ramokgadi Immaculate Ramokgadi 012 4342623 Mobile: 082 5623227 This email address is being protected from spambots. You need JavaScript enabled to view it.
Bontle More Bontle More 012 4342556 Mobile: 083 3024261 This email address is being protected from spambots. You need JavaScript enabled to view it.
Amanda Mostert Amanda Mostert 012 4342608 This email address is being protected from spambots. You need JavaScript enabled to view it.
Professor Herman Steyn Professor Herman Steyn This email address is being protected from spambots. You need JavaScript enabled to view it.