1. How did the older order fulfillment system harm an Avon rep’s sales and relationships with her customers?

2. Why do you think the big bang approach was risky at Avon?

3. How would the age of the sales reps impact success or failure?

4. What was Avon trying to accomplish with the Service Model Transformation (SMT)?

5. Why do you think so many sales reps left Avon instead of waiting for it to correct the problems?

6. This case demonstrates the relationship between different functional areas in a company. What do you think should have been done to avoid the problems that happened in the pilot study?