Abstract
PurposeThe paper aims to describe and discuss the establishment of customer care centres in Sweden with particular concerns about information security.Design/methodology/approachThe paper is part of a series about information security and the approach is to study the subject within an organisation and initially to understand how it works.FindingsAn effective way was found to embrace as many factors as possible by using a theory that contains the characteristics of the organisation. It was found that a combination of general systems theory and classic information systems theory was very successful.Practical implicationsThe new systems and new structure within the Corporation of Swedish Pharmacies (Apotekes) will in future create better conditions for customers and the opportunity to have products delivered at home or by collection from the centres.Originality/valueDescribes new and ongoing developments aimed at improving customer care and demonstrates the application of system theory to the resulting organisation and implementation.
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