Real-time Administration

摘要

It's Thursday morning. The phone rings. A customer who dropped off her vehicle on Monday would like to know whether her vehicle will be ready tomorrow as originally promised since she has not heard from anyone since Monday. The customer service rep (CSR) looks at the production screen on her monitor. It tells her that the vehicle is still in disassembly. The CSR tells the customer that she will have to call her back after she has verified the actual status of the vehicle. She asks the estimator working on that file about the vehicle status. He doesn't know, so he has to go out to the shop and ask the production foreman about it. And the story goes on.