1. The department chain you work for has had numerous complaints about slow customer service. Your colleague, a sales manager, informs you that this happened at a previous store she worked for, and it was cleared up by hiring more sales representatives. Should you take her advice? Why not? What techniques can you use in evaluating the problem?
2. You are consulting on software purchases for a young translation agency, whose headquarters are in New Jersey, but who works with translators located globally. Headquarters needs to share documents with translators, and groups of translators working on the same documents also need to communicate with each other, in real time if possible, as many people are working in different time zones. (1) What is your process for determining the most appropriate collaboration software? (2) And in this particular case, what features will you be looking for?
3. Discuss the ways information systems can be used to improve quality.