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Chapter 10_Quality_Appliances_Inc

Chapter 10_Quality_Appliances_Inc - Quality Appliances Inc...

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Quality Appliances Inc. Chapter 10 Quality Appliances is a regional chain of appliance outlets. Three months ago a new IS system went live to handle all sales, billing, and inventory activity for the chain. All seemed well at the end of the implementation phase. A follow-up survey, however, reveals some issues have developed that Susan Thomas, the IT consultant who developed and implemented the system, wants to address. Several new hires have occurred in the past month in the sales force. Original plans were to have training for all new hires given by department managers. The new sales people, however, indicate that no training was provided, and they were expected to “train themselves” from the documentation created for the new system. The new hires indicate they are having trouble using the system, because the documentation is support oriented, and assumes a knowledge of the system. Several members of the sales force have asked for enhancements to the system that would allow them more easily to track their sales and repeat customers. Currently, sales reports
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