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MGTO 523 Individual Behavioral Case Analysis Topic: Phyllis and Barnes Furniture Store April 5, 2003 WONG Chak-Nam, Jeff (02864577) Background Phyllis and Barnes specializes in office furniture and interior furnishings; it has been in the industry for about eighty years and is still expanding amid strong competition. One problem they faced time and time again was the lack of an efficient workflow within a network of 500 dealers. The long traditions, which remained unchallenged and obviously obsolete, required that dealers write up customer orders, most often by hand, and submit them by phone or fax. Some orders were sent using a DOS-based program that was crudely designed back in the 1980's. To make matters worse, the batch processing capability of the program was in lack of consistency and prone to confusion. After orders were entered into a corporate order-management system, they were relayed to a centralized database, which had been poorly managed over the years....

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