Telework: not business as usual

This chapter examines the technology, human resource management, and service quality issues that inhibit and/or support managers and employees in adopting sustainable telework programs using data from two Australian case studies. The Telework Conceptual Framework developed in this chapter provides guidance for government policymakers and managers in organisations (SMEs, not-for-profit, and large organisations) on the choice of technology, human resource management considerations, and service quality issues relating to the sustainable adoption of telework. A business case for telework should include the components of technology, human resource management, and service quality (customer service) that will contribute to an organisation's profitability. The contribution of telework to an organisation's competitiveness is an important prerequisite for management to embrace telework and other flexible work practices.