The Training Challenge: Installing a POS for Improved Reporting and Customer Satisfaction

Abstract

This case chronicles the problems that can arise in outsourcing agreements due to factors such as poorly defined user requirements, passive resistance from technical support personnel, and lack of contract specificity and documentation detailing who performs what. It illustrates how delays up front will impact the final end–user, i.e., the organization’s customers. Eventually, in this case, all personnel became familiar with the new system and it became an asset to the organization. The issues noted in this case are applicable to the implementation of technology by any organization handling both retail and service activities.