A teacher relies 100% on the company-provided electronic tablet device (Teacher Tablet) to deliver lessons. The tablet literally tells the teacher exactly what to say, and exactly when to say it, for every single lesson of every single day. Imagine you are an Operations Manager who oversees the team that coordinates production, including distribution, and troubleshooting of teacher tablets across the entire state government network in Nigeria. Suppose that a school calls in to Customer Care to report that a teacher's tablet is not working at all.

a. What are the first questions that you would ask? BE SPECIFIC. What details would you try to capture?

b. Suppose that the questions you asked in (a) above - regardless of what the answers to those questions were - provide you with a full picture of the problem you are dealing with. But the bottom line is that this tablet is completely out of service for the day. There is no troubleshooting or simple fix to be enacted. This teacher simply will not have a tablet today. At this point, what is your most important priority and why? What other ideas do you have for resolving the situation?

c. Shift your priorities away from the immediacy of today's failure and explain where you go from here. What communication needs to be provided, and to whom? What happens tomorrow? How will you "pick up the pieces" of thisproblem that is no longer preventable/solvable, but has actually affected operations for an entire day?

d. Take a step back from the specifics of this problem and think now about big picture solutions. What systems or processes would you design, create, and implement to avoid or minimize these situations in the future?