The Warm and Toasty Heating Oil Company in Glasgow, Scotland used to deliver heating oil by sending trucks that printed out a ticket with the number of gallons of oil delivered that was placed on customers’ doorsteps.

Customers received their oil delivery bills in the mail two weeks later. The company recently revised its oil delivery and billing system so that oil truck drivers can calculate and print out a complete bill for each delivery and leave customers with the bill and a return envelope at the time the delivery takes place. Evaluate the business impact of the new system and the people and organizational changes required to implement the new technology.