Author Question: Which of the following information is good information for the CEO of a call center? A) hourly ... (Read 43 times)

saliriagwu · **on:** Jul 7, 2018

Which of the following information is good information for the CEO of a call center?

A) hourly variance reports of performance parameters in each queue
B) daily report of calls attended by each employee
C) real-time information about the average time spent per call by employees
D) department-level averages of revenue generation figures

Question 2

What is systems development? How is it different from program development?

What will be an ideal response?

ergserg · **Reply #1 on:** Jul 7, 2018

Answer to Question 1

D

Answer to Question 2

Systems development is the process of creating and maintaining information systems. Systems development has a broader scope than computer program development as it involves all five components: hardware, software, data, procedures, and people. Developing a computer program, on the other hand, mostly involves software programs, with some focus on data and databases.
Compared to program development, systems development requires more than just programming or technical expertise. Establishing the system's goals, setting up the project, and determining requirements require business knowledge and management skill. Tasks like building computer networks and writing computer programs require technical skills. Creating data models requires the ability to interview users and understand their view of the business activities. Designing procedures, especially those involving group action, requires business knowledge and an understanding of group dynamics. Developing job descriptions, staffing, and training all require human resource and related expertise.
Thus, unlike program development, systems development is not an exclusively technical task undertaken by programmers and hardware specialists. Rather, it requires coordinated teamwork of both specialists and nonspecialists with business knowledge.