souree documents Ralph's agent delivers confidential and valuable documents among a number of buildings in a metropolitan area. Rapid delivery is essential, and the agent's average delivery time between locations is an important productivity measure.

Ralph is also expeeted to maintain detailed records: a log of the delivery requests and completions, release and acceptance signatures, and so on. What difficulties do you see with this arrangement, especially the concem for accurate records? What might Ralph do to help ensure aecurate records and in such a way that delivery productivity is not compromised?

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