the employees already present. Nevertheless, an extra member of staff
must be recruited for technical management.
Housing
WWW-TeleBel requires no extra housing. The additional employees
can be accommodated in the existing building, but extra workspaces
need to be created.
Resources
WWW-TeleBel can to a large extent make use of the Internet technol-
ogy infrastructure that is already in place.
However, new software will need to be developed. This concerns
modules for gathering the customer's billing data and showing them
their latest TeleBel statement. These modules will be developed in the
standard developing environments (i.e., C, Oracle, or Java). New mod-
ules will be linked to the existing billing systems via the message bro-
ker. There will be few changes to the existing systems because of the
use of generic interfaces.
Processes
WWW-TeleBel requires major changes in the billing and service
processes. Instead of bills being drawn up at set times, requests can now
be made at any time. In other words, the trigger for drawing up bills
must be changed.
For the service process, the introduction of WWW-TeleBel will
imply an increase in the number of billing queries and their frequency
will be less predictable and more spread out. The number of queries in
the evening will also increase. In addition, there will be the new chan-
nel of e-mail.
Registration
WWW-TeleBel records data about customer visits to WWW-TeleBel. The
data about customer visits is used to improve the service level and for
marketing purposes.
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Strategic Dialogue
c05_wagter.qxd 12/10/04 12:23 PM Page 93
Summary :
Processes WWW-TeleBel requires major changes in the billing and service processes. For the service process, the introduction of WWW-TeleBel will imply an increase in the number of billing queries and their frequency will be less predictable and more spread out.
Tags :
wwwtelebel,billing,extra,new,serice,data,existing,isits,systems,employees,modules,increase,use