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Janice J. Kim SID 13978140 BA 100, F'02 Prof. Phillips Telecommunications Challenge Dear Manuela, Thank you for informing me of Pulpco's current situation. I am sorry to hear that you have been receiving complaints from Corporate about your group's unsatisfactory communications with the home office employees and your customers. As head of the Telecommunications Division, I share in your apparent embarrassment; our division certainly did not intend to precipitate a "cavalier attitude toward customers and colleagues," nor did it wish to hurt PulpCo's relationship with FatCo. The redesign of your telecommunications system was simply an honest effort to reduce costs and to increase efficiency. Unfortunately, we were unable to anticipate any of the unlucky events (such as the phone company's initial misconnection of your phone lines) that took place. Because we felt that this new system needed some time to really take effect, we excluded any additional features (such as a voice mail system) as a...

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