61
by Tomorrow’s workplace project process journal
by
Tomorrow’s workplaceproject process journal
Create a possibility for flexible working for a phone service worker and the system for the employer for running this.
My interest in the contact centres drives not only from working experience in one, but from the bad reputation of contact centre jobs.
brief
as tomorrow’s work placea call center
my take on the brief
Design the workplace of the future for greater flexibility and betterenvironmental performance.
contentspage
Introduction ........................................................8-11
Research ...................................................... ...12-29
Accumulation (+sketching)...........................30-37
Refining......................................................... ...38-55
Outcome...........................................................56-63
initial thoughts
motivational toolsEmployers
Impressions
Experience
Environment
Comments from workers
“
hectic
othershear
no leaving the desk nice
variation
distance from
customerdull
feel of pressure
mean customers
no
leavin
g
the de
sk
noisy
noise level
clutte
red
stuffy
indivi
dual
space
stressback
problems
loneli-ness
lack of mobility
dull
un-
apprec
i-
ated
part
time
easy
to get
non
profes
-
sional
tiring
goals
team spirit
ranking
meetings
training
chance to upgrade
bonus
good feedback
chance to influ-ence
big
shared
space
”
A C C U M U L A T I O N
introduction
This proposal is about improving customer service work for the employee. Due to the anti-social quality of work, tight time tables and pressure people do not enjoy working in contact centres. Due to efficiency and ecological performance companies are decreasing the personal space within offices and when it comes to talking on the phone the distracting noise so is closer from all around.
As a customer contact employee works from home, the environment is calm, more quiet, clothes worn can be more comfortable and no manager or colleague physically has their eyes or ears on the individual. By removing such stressful factors the working experience could instantly improve. As working from home it would also be possible to work in shorter periods of time so that the work wouldn’t get as tiring.
Customer contact in residence
Work Corner and the system
TOMORROWNOW
A C C U M U L A T I O N A C C U M U L A T I N G
9
Users
Families with small children might find it convenient to work few hours a day remotely. Going into the workplace for meetings and social gatherings could still be encouraged.
Taking care of the childern in turns and staying at home some days of the week saves time in getting around between daycare, work and home.
For the company this could be beneficial by saving in hiring someone new during maternity leave.
Other potential working from home users could be physically challenged, part-time employees, carers and people living in the countryside.
difference between work and freetime
data froma single worker
regular change in employees
students working
manager = coach
worker satisfactionincreasingly important
parents and part
time workers
monotonous work
preassure
antisocialwork
technology will play a bigger role in our lives
decreasing living space
importance sustainability
new technology for cheaper
energy
challengingcustomers restricted
employees change job
as often
Reasons for bad experiences as a contact centre worker could be faded by cutting the workday
into more digestible bits and by working at home in a more calm environment.
Insights
phone service
future
Opportunities
experience - socializing - personal needs - flexibility
employers needs - customers needs
challenges to work at home
challenges for the space
security
Work Corner is an aid for focusing and packing the workplace out of the home environment, disguising it to the wall. It solves a lot of the problems of working from home and working
in a call centre, but obviously some issues like distracting sounds from the home still remain.
Factors:
concept
R E S E A R C H
workday Thinking about flexible working the daily utilities outline some design opportunities, while working in a finance company’s contact center I noticed some obvious needs and problems.
The personal office space normally consists of a desk, adjustable chair, computer, phone with headset, drawers... Everything obviously is identical and standard.
Seating order is permanent and done by chance, someone leaves and the new colleague takes their space. Socializing is therefore quite random, apart from smoking breaks and lunch breaks.
Restricted timetables cause problems in getting the breaks when they are necessary and with whom one would prefer to spend them.
R E S E A R C H R E S E A R C H
13
theworkplace
Some contact centres are large halls with rows of tables and not with a large amount of personal space.
Tables where workers face each other are used to create a sense of a team. Used office spaces might however be too small for these solutions.
Re-doing furniture is expensive and unecological.
Formal and standard looking furniture is a part of brand image. Banks are not keen to seem too cosy or comfortable so their workplaces have a tendency for dullness when comparing to creative offices.
R E S E A R C H
Londondesign museum
Workstation SC-1 from 1994 by Ball and Sokalski was made for furniture competition as a portable enclosed workstation, with it’s own power supply, light source and air circulation.
3D mouse; interesting approach to virtual space.
An effort towards controlling a computer with one’s mind by the use of brain waves.
Ergonomic keyboard; provide options for people who have work related strain injuries.
R E S E A R C H R E S E A R C H
15
At the same time as working at home is becoming easier by the use of technology, large companies invest on building big workplaces or even ‘work villages’. Services are provided and multiple departments combined under one roof. The picture is Apples concept for a workplace accomodation 13, 000 workers.
developments
Vodafone constructed their new contact centre as a high hall with natural light to make work in a call center a desirable job because of the working environment.
A rewarded call centre in Falkirk; a hall with a casual layout and refreshing use of colours.
R E S E A R C H
visit to RBS
Green goals are accomplished by desk sharing, reusing old materials and by not providing enough parking spaces for everyone. ‘Choices’ offers workers a chance to work at home.
Individual workers space is being cut down to save space and because everyone does not require as much space for equipement as they used to. How is this for the worker?
Was worker’s preferences overruled by ecological goals and efficency?
RBS wants to be a front runner as employer and has built a big complex with all necessary services such as day care for children, grocery shops etc.
R E S E A R C H R E S E A R C H
17
contact centre
competitionI looked into the competition to find key factors influencing contact centres.
The evaluation of contact centre is done by observing the company’s:
Leadership and principals for workWorkersCustomersFocus groups and resourcesProcessesResults (customers, processes, economy, workers)
Contact centres take part in it to not only win and gain reputation as a good workplace, but to get a report of their success in these areas.
- Developing customer service
R E S E A R C H
interview; Nordea
Nordea is the biggest finance and banking company in Northern Europe. Their contact centres got rewarded as the best of Finland in 2011.
I had a long interview with a worker from contact centres development team of Nordea. His responsibility with his team is to develop the experience of contact centres for the customers and workers.
Nordea bank Finland alone receives 2 million phone calls a year (10 000 a day) and the need for the service is not decreasing, due to increasing amount of services offered and there being less branches to advice people on basics of their finance.
People call asking for advice on their finance, how to fill out forms, meanings for words, the banks offered services and for instant help once a car has been lost for example.
One person takes calls and while talking to the customer fills out a form to email to another team that then takes care of acting upon the customers demands. This is to minimalize mistakes and to keep the response to calls as fast as possible.
What did those interviewed not like the idea of working from home? Because colleagues provide a social environment and it is not only hard to measure quality of the work from the distance, but to make sure of sensible working hours. They believe it would not be good for the individual. When it comes to offering this possibility for parents and students for example they was more positive.
R E S E A R C H R E S E A R C H
19
his thoughts - mine in response
The way manager treat their contact centre employees is rather patronizing and untrusting. If people have rensponsibility they are more likely to be motivated, than if tightly monitored.
The manager didn’t think working from home would suit everyone. Only some people work better from home he said. However according to my research most people find it easier to focus without noise and hassle around them so that actually efficiency should be better at home. When it comes to home not suiting everyone, the office space definitely doesn’t suit everyone either. Home environment has more potential to be altered so that the employee can be more satisfied and also give better service for the customer.
commentsinsigh
ts
For part time workers Maternity leave
What about community?
We don’t trust everyone’s ability to focus at home - quality?
Technology exists
tight timetables
all data can be collected for every worker
team leader are coaches rather than traditional bosses
R E S E A R C H
key points
Empoyees day
“
Workers day is very restricted in order to avoid ques on phonelines.
Phone service is the back up for internet and is available if people do not know the information required for filling in forms etc. (“How to count taxes?”) General information is often required. When it comes to emergencys and urgent matters, calling is the best way to get help.
Workday includes 30mins lunch break and the employee can do what they want. Normally though the gym and other facilities are used after work.
Ideally the workday would be more flexible, but at the moment the schedules are tight to ensure good service for customers.
Customer advisors don’t feel like their work is appreciated.
This is heavy work; intense and monotonous.
Social workplace, idea of team work is promoted even though all the work is individual.
Empoyer’s challenges
Common problem for contact centre employers is to find permanent workers.
How important is the space for the worker’s satisfaction? In relation to managing for example? What about rewarding? Athmosphere? Sizes of the teams? What influences them most and how to improve this?
As an employer I’m worried about the efficency and quality, monitoring it. We want to quarrentee a good experience for the customer.
A single workers performance can be measured into detail due to all work including technology.
R E S E A R C H
Motivation When people work in a contact centre for years their motivation and efficency decreases. That is a challenge.
”
The right people could manage to function from home but it’s not for everyone.
Employees are encouraged to change within departments, if they want to, but this is after years of working in one team.
We reward workers for good acheivements and celebrate good customer feedback (as a motivation).
Banking laws do not allow bonuses for people who take most phonecalls or sell most products.
We try to encourage conversation between team leaders and employees, and have us and other managers more approachable for them. People can tell what should be developed and what is working well at the moment.
Nurses check working position and physical wellbeing once in 6 months.
Bonding outside the workplace is done by organizing museum visits and walks etc.
Us managers have good tools for working at home, but we don’t want to provide this for every worker. Not everyone has to commit to working at home.
Employee satisfaction is measured by questionnares/ meetings and workshops from a single worker to teams to the whole bank.
One worker can access their work profile on any computer of the bank in Finland.
Working at home
Team managers are the coaches for better performance.
For part time workers; only working 4 hours a day, why not do it from home..
R E S E A R C H
The principles of flexible and green working environment could be achieved by the use of transformable furniture. The same set of equiptment could even be taken in and out of work so that a single worker could choose where they work at home and at the workplace.
Changing working environment.
Use of space;
furniture
R E S E A R C H R E S E A R C H
23
coffee breaks
The social context of a workplace is a reason for having a job apart from the pay of course. Coffee and lunch breaks are a great source of daily energy and motivation.
As team managers are now trying to have a coaching approach towards leading. Unofficial socialising and so naturally building team spirit should be a part of everyday routines.
The break times are very restricted in order to achieve efficiency. Even though research shows that the worker can get bored and less focused even after 30mins. Sitting still for many hours is also physically unhealthy. Some research also shows that workers rate coffee breaks as a very important part of their day.
Better performance and worker satisfaction could be achieved by promoting the importance of breaks and working in a relaxed atmosphere.
R E S E A R C H
homebased agents
“There are about 100,000 home-based agents now in the United States. That number is expected to triple to 300,000 by 2010, according to industry research group IDC. That's because large companies recognize enormous financial savings from using home-based agents. About 1,000 businesses in the United States are doing it now -- and more are catching on daily because there is lower turnover, improved productivity and no costly overhead.”
Blue Jet uses home based travel agents. They are mostly mothers living in suburbs, enjoying the fact they can keep working and still look after their children.
R E S E A R C H R E S E A R C H
25
Before making a survey online I did some reading on working from home.
workingat home
other people
differencebetweenfree-time
space
People might
ask for favours
knowing you’re
home.
Affairs, children,
tv, cooking..
Since life is at
home, there’s
also plenty of
distractions.
The space
should be different from
normal living
environment if
possible. Peace
is a key factor.Problem of
structuring the
workday; not to
work at night or
a little bit all the
time.
Attitudes
Lack of colleagues.
R E S E A R C H
survey
- Big table for spreading the work around is important
- Workspace should be calm and tidy
- Hearing words is the worst distraction (lyrics, TV, talk)
- Differenciating work and free time can be about small things like different mug, lamp or clothes for work.
- Leaving unfinished work so that it’s possible to go back to it later (not packing things away).
- Tasks that require a lot of concentration are better to do at home than in the office
- Home environment has less interuptions
- Housework might be haunting in the back of the mind
- About one third of the people worked all around the home, most people had a desk, home office or another space they would always use
I got answers from about 40 people working in different professional fields or still studying in a University.
R E S E A R C H R E S E A R C H
27
future
Technology will play a bigger part in our daily routines. (thin, flexible multi-use touch screens)
Communication through technology and internet will increase.
Working from home is already an increasing phenomena.
Ecological goals create a pressure for saving space.
Working environments are more relaxed and traditional ideas for heirarchy increasingly blurred.
Sourcing energy for one’s own use will increase. Solar energy has a large potential.
After researching on current trends and futuristic scenarios I identified some features outlining the design opportunity.
R E S E A R C H
futurehomes
As cities grow and everybody wants to live in the centre locations, the price of space rises.
If there will be more ways to source energy cheaper and for domestic use, people will do it so they can afford more electronics to aid with any tasks.
Electronics do not require that much space anymore as they are getting flatter and wiring Wk can be hidden inside the walls. Houses might have multiple touch screens for controlling lighting, heating, for finding information, making lists and timetables...
Homes of the future are likely to have less personal space per inhabitant. Transformable small rooms and flats might be getting more common in cities.
R E S E A R C H R E S E A R C H
29
technologyfor home office
Touch screens will keep getting thinner and flexible.
Flexible screens might mean improved ergonomics and space saving storing options. As screens get lighter it will also be easy to carry them around (between work and home for example).
Noise levels can be reduced by sound cancellation. (creating an opposite sound wave). Need for blocking noise would be useful in case other people are for example chatting/ watching TV in the home.
All these technologies will allow a workplace to be more compact.
Interactive projections such as lazer key boards make the need for physical tools for working less necessary.
A C C U M U L A T I O N
Too low ceiling or crammed spaces are uncomfortable for anyone. The space has to be comfortable size with some extra space. Good lighting is important and some ventilation. The ability to make the space sound proof would be appropriate for customer service work, but challenging. Climbing up or down for the working space wouldn’t really suit the physically challenged.
In this installation the height differenciates the room for people who live there and visitors. Visitors are walking higher up.
Light
Peace and quiet Easily accessable
visual barrier from living space
not too compact
potential for personalization
space
needs
Space influences feelings and behaviour and there are many things that affect space. Lighting, materials, colours, height and temperature could differentiate work and home.
A C C U M U L A T I O N A C C U M U L A T I N G
31
wall space for hanging or table
to put on
uninterrupted source of powerplacement for speakers
and microphone
A screen is needed, whether a touch pad, flat screen on the wall or a laptop. External server with all the up to date information and audio system are also necessary. A table for any physical objects a person might want to have in the working space.
utilities
needs
In order to design the home office the necessary utilities needed defining.
I D E A S
The first aim of skeatching was to think of ways to block out the home environment
isolating a work space
I D E A S
33
I D E A S
space Concepts for separating work space from a home
I D E A S
35
A C C U M U L A T I O N
Modern attitude to managing is coatching, as it has been noticed that employees work better as they are trusted (with more responsibility and freedom) rather than monitored. Everyone has a different attutude, attention span and lifestyle so allowing workers to alter their workday results in happier workers.
security
efficency
up to date skills
good and consistent service for the customer
employer
needs
The manager does not only need to see results, but quality of work. The company can save money, if they save space and hire less people.
business:savingsspacecurrent tre
nd
replacement employee
ecological
A C C U M U L A T I O N A C C U M U L A T I N G
37
not dominating the living space
calm and tidy
social aspectsergonomics
the human side of things
All offices start work approximately at the same time which results in rush hours, which are of no use to anyone, but especially bad for the worker as they are losing their free time. The pay would be better as the time spent for work is less. Chance to do the work in smaller parts might make it more tolerable and so the service for the customer more friendly.
employee
needs
For any work especially phone service a quiet space is required, for working at home this should also be isolated from most of the living space.
no travel
personal features in the work space
clothing
eating
savings
no need for day care?
no need for a car?
caring for someone
time
calm environment
R E F I N I N G
insidefeatures
After defying the needs it was time to meet them.
Personalization in a calming way.
Changes in light or sound could indicate efficiency (reaching already set tasks), change in the type of work etc.
Speakers can be fit into the walls so that there will be no need for a headset, a microphone could be clipped onto clothing.
A display screen will be needed. It could be interacted with via a touch pad or directly on the surface. Depending on the type of work.
Work related programs would only start by the use of finger print. Which provides security.
R E F I N I N G R E F I N I N G
39
visualized
R E F I N I N G
Researching into folding options, thickness, materials, technical features, ways of moving and sealing it.
movable walls
The home environment cuts down the options for fixings. The sealing and the floor should be clear from rails and installing the wall should not require much work, neither should removing it.
R E F I N I N G R E F I N I N G
41
changeable flat
This project by a Chinese architect Gary Chang was an inspiring demonstration of creating a space for a need. This way of living is also rather futuristic.
R E F I N I N G
getting in Before deciding on the solution for shutting the space I was trying to come up with something that would be more like a door for better privacy.
The thin flexible screens allow a lot of different forms for the working space. Simplicity would be the most practical solution and the most cost efficient to manufacture and fit into all kinds of homes, which is why the end solution does not include a seperate door system.
R E F I N I N G R E F I N I N G
43
The walls will balance on two wheels so that it can be left in an open angle or pulled all the way into the wall.
simple / space saving
T E S T I N G
This full scale mock-up was placed in the workshop studio space for people to use if they need some peace for working.
testing in studio
The weight and size of the mock-up made it difficult to carry around, which is why I did not use it for testing at the home environment. The studio was not as busy as I hoped it to be in order to collect a lot of feedback during the week.
This mock-up was also used to illustrate the user journey, which is why the table is so small; it is not meant for a laptop or sketch pad.
“I think that it’s easier to work somewhere where you are cut off from distractions.”
T E S T I N G T E S T I N G
45
The simple mock-up in a home was created by pulling curtains around the table and so isolating a working space from the rest of the living room.
testing at home
Working alone in the corner changed the feel; the one working in the corner was quicky forgotten from conversation and left to their own peace. The work itself also felt more serious than when doing it while chatting with the others.
The isolation did aid focus, but noise from the outside can be more disturbing when you do not see the source of it or when you can’t really take part to the conversation. Listening to music inside fixed this problem.
R E F I N I N G
The seating would need to be folding as well for it not to be in the way. It would be very challenging to achieve an ergonomic solution.
seating
People have different styles in their homes and everyone has a personal preference with ergonomics which is why the seating is not a part of the product. The employee only provides the corner, what kind of chair one wants to sit on is up to the user. The work chair would probably fit the living environment or have it’s own storage space.
R E F I N I N G R E F I N I N G
47
Differenciating work and free-time is an increasing challenge due to smart phones (emails, calls, always being available), especially as working from home.
Work related programs and contacts could mainly exhist within the Work Corner system; phonebook, email, work messenger... This would help leave work behind by shutting the corner.
Little stories of family members working from home using the corner and how that affected everyday life in order to emphasize the life-style.
The corner would most likely be located in the living room. Since it’s for customer service work the employee is not likely to own a big house.
living with it - life
syle
R E F I N I N G
The wall material should be light, thin, strong and hold the potential to implement sound insulation and alteration.
The structure needs to have a disguisable appearance suitable for various homes, fold out the way, and insulate noise.
shell features
For multiple screens to be folded inside the structure and for the fact it needs to suit several different kind of space the form needed to be as simple as possible.
wood
new light weight material that can be assembled and bent in various ways.
plastic
foams
R E F I N I N G R E F I N I N G
49
top view
The office could be opened up by hand and pulled close to the wall as wanted.
The wall could have a finish that blends it into other walls or have a style that stands out.
sofasofa
sofasofa
sofa
book shelf
book shelf
book shelf
book shelf
book shelf
calender/ phone
calender/ phone
calender/ phone
calender/ phone
calender/ phoneTV
TVTV
TVTV
sofa
sofa
sofa
sofa
sofa
R E F I N I N G
For a call with the customer or meeting with colleagues it would be necessary to dampen any noise that other people living in the house are creating.
sound insulations
In order to take as little space as possible the walls should be rather thin, which is why the mats and curtains are the most suitable options.
R E F I N I N G R E F I N I N G
51
In order to achieve more of a quiet environment I looked into ways of sealing the top and bottom of the walls, however when talking to people it wasn’t as important as I thought.
sealing for insulation
The survey revealed that hearing words is the worst distraction so I tried to block out most noise.
More of a practical solution would be just to ask the other residents to keep it down, have a insulation in the wall and a white noise generator. If the words aren’t recognizable the noise can turn from distracting into something that helps one to focus (like working in cafes which I find easier).
R E F I N I N G
It would be up to the user to colour their corner as their like or put wall paper over it. The outside wall could hold art, screen, photos...
Fabric cover would further block noise and look cosy.
disguising
R E F I N I N G R E F I N I N G
53
The structure would need a corner dedicated for it. Seeing the office in a home environment might bother some people even if disguised, yet there are more pros than cons.
impact on living space
The corner would need twice it’s width to operate, however dedicating a corner of the home for work is better for both work and free time than working everywhere in the home.
The front wall could hold anything, if the materials on the wall would be strong enough it could even hold shelves etc.
This could be a way to shut off work rather than answering emails and doing little bits of work throughout the day.
In the sketch the Work Corner is closed and hidden behind the curtains.
R E F I N I N G
The Work Corner could be ordered from the factory with different finishes or even different cover materials so that the employee can be satisfied with the product.
alteration
As the order is sent to the factory from the business needing the Work Corner for their employee it might as well come personalized for the brand the employer wants, or in the way that it suits the employees home and needs.
Sketch for personalization options.
suitable for wallpaper
painted / plaster
fabrics (better sound insulation)
R E F I N I N G R E F I N I N G
55
The Work Corner would be a product tailored for each company’s needs. An individual could buy one as well, with all the features they want. Here is some ideas.
ordering Work Corner
Most companies propably would not invest in all the features like the light installation that is syncronized with the computer or two touch screens instead of just one, but all the options would be avaiable so that it would be possible to create just the perfect working environment.
Corner with all the features
transparent plastic for natural light
2 touch screen and a camera
multi coloured light for a cozier feel
Corner only with speaker, touch screen and table
so.. for a bank’s customer service?
O U T C O M E
The walls would be a combination of light weight thin wood and insulation matt to dampen out noise and prevent echoes.
materials assembly
Polymer ring bearings would allow the hingeing of the walls. The wall with the screen would be attached to the wall of the apartment / house from the top of the (Work Corner’s) wall and onto the floor, supporting the weight.
The pieces would be fitted inside each other so there would be no gaps and the hingeing would be smooth and easy.
The weight would be supported on polymer wheels so that it can spin in any direction (ball inside a ring).
O U T C O M E
57
The walls are opened manually and all electronics are switched on from one button. but to strart up work related programs a finger print needs to be scanned on the big screen.
Here a presentation with screen share. Employees timetable is at the top of the screen and it’s possible to add noted onto it.
opening
O U T C O M E
Wiring would start at a plug going into the supporting base and into the wall from there. The wires could go from one wall into another through the ring bearings.
The table would rise up as pushed and slowly fall down as pushed again. It is placed on this wall so that the exit is behind, which is also where the background noise speaker is located.
The side pocket is for the flexible touch pad that comes with the system allowing the use of key pad and controlling the screen from the distance. The pockhet opens and closes as pushed. Wireless microphone is also stored here.
All the wires and the hingeing mechanism would be under the surface so that the space looks tidy and is easy to use.
details
Wiring powering the touch
screen and table and phocket
that provide wireless charging.
O U T C O M E
59
The angle of the walls and so also the screens and work space can be altered by pushing the walls into the desired position.
details
In order to make it possible to also work standing up the screen surfaces could be adjusted.
The little touchscreen screen is a an instant search screen for phone book, employer’s guidebook... sound is also cobtrolled from this.
background
sound
speaker
speaker for
the phone
camera
O U T C O M EThe employee would be trained in the head office as the manager makes the order for a Work Corner according to the brand needs. It gets installed and the last day of training is at home.
system for Work Corner
?? suitable for wallpaper
rapattu ja maalattu
fabrics (better insulation)
The employee - either only working from home or balancing between working in the office and home.
The suppliers bring in the work station and installs it in place. The employer pays for it and the employee can keep their Work Corner after two years.
The team leader collects feedback, coaches workers (weekly follow-up discussions), teaches, is a first hand technical support and organizes training at the head quarters.
Employees at the headquarters read, print and send off any paperwork. These people are team members just as the people working from home are, and they can apply for the chance to work from home providing the customer interactions.
The manager is the head of several team leaders and informs the team leaders about necessary training or shifts in goals or campaigns etc.
The customer calls a general number depending on the type of enquiries. When help in filling forms is needed, the option of screen share is available. The customer calling does not know that they are calling into someones home office.
O U T C O M E
61
In this future offices are losing their meaning and simple tasks are dealed with from home, meetings held via video calls allowing more global collaborations.
The need for printing papers for signatures and for any statements is decreasing. This allows for most of the customer service work to be done from a home. Some companies already do their mailing to customers by sending files to the post office to be printed and sent to avoid having printers in the workplace (this happens in Findland).
Customer service in the future would be more like a helpline for any confusions with the services or products that a company offers. Emergencies such as lost bank cards etc propably would still be dealed on the phone.
In my scenario, as a RBS customer service this working from home customer contacts would help to fill out any applications, be there as a back-up if the internet service fails and generally explain the differenct services offered. Any necessary printing would be sent off to the office.
wider scenario
O U T C O M E
Headquarters;
check, print, post
human recourses, training, meetings, social events
admin, organization
monitoring data
Suppliers
Maintenance
Team leader
EmployeesVisiting lecturers
requests
questions
income, �exible hours
no commuting means more
free time / less expences
supportspending the brakes
togetherFamily
Employee
Customer
ideas
feedback
collaboration
free time socializing
help
software updates as
headquarters requested
invites to training at
the o�ce
guidance
quality control
rota
inform about
necessary training
passes on feedback
and ideas
personal development
discussion
acts uponthe feedback
and ideas the team
leaderhas collecteddevelopment
and strategic changes
Manager
advice
Colleague
commissions
�lled forms
(needing printing) /applications to be
processed
request for the work corner
orders for workers
contract for maintenance
and help service
order software updates for all
workers
request questions
supplies
for the headquarters
home pod
Illustrations of the connectiong between people involved.relations
O U T C O M E
63
Working from home has obvious benefits for the envirnment, but also to the employer and employee.
no commuting
keeping the corner (after 2 years)
relaxed environment
eatingsaving in space ecpences
potentially longer careers and better efficency
traffic jams
less pollution
possibility to live out of cities
time zones - less night working?
time
money
money
time
mon
ey
money
Employee
Society
Employer
childcare b
ussin
ess
trave
l
company
