Title

Analysis and Development of a Telecommuting Program in a Customer-Service-Oriented Work Environment

Author

Kara Lynn Foner, Concordia University, St. Paul

Date

2002

Document Type

Thesis

Degree Name

Master of Arts

Chairperson (Advisor 1)

Dr. Kimora Kachelmyer

Reader (Advisor 2)

Mike McRath

Abstract

Working outside of the home is a relatively new phenomenon in human history. Even as this is true, telecommuting is seen as a relatively new phenomenon in the business world. Telecommuting is defined as performing some to all of ones work duties from the home. Our society is becoming more mobile and technology is increasing rapidly and with it, the practice of telecommuting becomes more prevalent.

Telecommuting began to appear in the 1960's although it did not gain a great deal of acceptance until the 1980's and 1990's. Governmental agencies have become staunch supporters of telecommuting. In addition, a number of highly recognizable companies including AT&T and IBM have implemented telecommuting programs.

There are a number of benefits to implementing a telecommuting program. Some of these include higher levels of employee satisfaction and significant cost savings if the program is well implemented. Drawbacks may be observed in employees who begin to feel isolated and those where the line between work and home becomes blurred. Also, employers must consider governmental regulations and laws that may apply to telecommuting arrangements.

This work will present some of the history of telecommuting and a number of benefits and drawbacks associated with this practice. There will also be an overview of regulations and laws that an employer should consider when implementing a program. The last couple of chapters will provide information on establishing telecommuting and ensuring that an established program is successful.

Recommended Citation