Tenshi is the president of a regional bank that primarily serves small rural towns throughout an eight state region in the Midwest. A few years into her tenure, some of her bank's customers began moving their accounts to competitors that provided online services. Tenshi had to determine which online banking services would help retain her customers and which were not worth the investment in technology. In the meantime, Tenshi had to maintain quality and innovation on more traditional cashier and drive$-$through services. To understand how the bank's overall service offerings fit together, Tenshi utilized her skills.