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

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: 2006
Pages: 18
Source title: Cases on the Human Side of Information Technology
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-405-7.ch024

Keywords: Human Aspects of Technology / Information Science Reference / Social Sciences & Humanities

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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.

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