Its goal is to understand the background of the employees that will actually be using the tablets. If the typical employee has limited background in the use of these devices, then a longer, more costly training program will be required. On the other hand, if their experience with tablets is more substantial, then a more simple orientation to the use of the equipment will be sufficient. This is important information for a number of reasons. First, it clearly affects the level of training costs. But second, evidence suggests that poorly trained employees have higher quit rates and also do not serve customers well. Tammy Rodriguez graduated from college three years ago and started working at Paytech as a marketing assistant. She recently was promoted and given her first opportunity to head a sales team for a new potential customer for their tablets, Sandwich Heaven. Sandwich Heaven fits the profile of an ideal customer. They are opening a small chain of restaurants in the Jacksonville, Florida area. If successful, they would like to move to a regional chain within five years. Their tag line is: “If you love sandwiches, you will think you are in heaven.” They advertise the fact that they will make you any kind of sandwich you can conceive of using any combinations of meats, breads, condiments and extras. In addition, they will then suggest the perfect beverage (also customizable) for your sandwich. The complexity of the product requires a sophisticated This case study is adapted from Amtech, Inc. in Business Cases in Statistical Decision Making, Prentice- Hall, out of print.
ordering device and software. It is crucial that the wait staff be proficient in the use of the tablets. If they