The Training Challenge: Installing a POS for Improved Reporting and Customer Satisfaction

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Author(s): Janette Moody (The Citadel, USA)and David Jordan (CompuTech Consulting, USA)
Copyright: 1997
Pages: 16
Source title: Cases on Information Technology Management In Modern Organizations
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)and Jay Liebowitz (George Washington University, USA)
DOI: 10.4018/978-1-87828-937-7.ch004

Keywords: Information Resources Management / Information Science Reference / Library & Information Science

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Abstract

This case chronicles the problems that can arise in outsourcing agreements due to factors such as poorly defined user requirements, passive resistance from technical support personnel, and lack of contract specificity and documentation detailing who performs what. It illustrates how delays up front will impact the final end–user, i.e., the organization’s customers. Eventually, in this case, all personnel became familiar with the new system and it became an asset to the organization. The issues noted in this case are applicable to the implementation of technology by any organization handling both retail and service activities.

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