1. Marketing Vice President Roger Smith angrily states: "I am the customer". As such, he expected the contractor to follow his request. What are the merits of Mr. Smith's assertion? To what extent is the contractor obliged to do what the customer orders? 2. How should Francis handle the unexpected request from Roger Smith? 3. How can effective change control procedures help Steve and Francis deal appropriately with this situation? 4. If Francis accedes to the request of Roger Smith, what would be the possible consequences?