1. Place yourself in Kevin's and Jeff's shoes. How do you respond to Reid concerning this delicate situation? Jeff and Kevin's first and only priority is the system automation projects, but if there is no company, there are no projects to work on. What type of compromise might you suggest?
2. How do you suggest that Heidi and Gaurav begin? What techniques should be used to analyze the problems of lost customers and increased customer complaints? What are the appropriate metrics that should be tracked, and what techniques should be used to identify them? What about Heidi's issues with her job as service coordinator (refer to the mini case from Chapter 6)? Could this effort not only helping her but also provide future benefits when the IT team addresses the service management project?