Problem
Andrea is in charge of scheduling the work for the service department of a car dealership. Lately, people in the sales department have been taking telephone calls from customers and promising that service work can be completed on a certain day or by a certain time. Consequently, everyone is unhappy - mechanics, salespeople, customers, and Andrea - becasue the work schedule is disrupted and the service department can't keep up with the promises made to customers. Using the rational model of decision making, what steps could Andrea take to correct the situation?