Reference no: EM133236331

Look again at the case study in Support Question 2. Describe how a modern organization might be structured to deal with issues such as Jane's computer warranty problem. Provide at least three examples of how a modern organization might have handled the situation differently than the traditional organization described in the case study. 

Case Study:

Jane purchased a laptop from the chain store, Millennium Computers. She paid an additional $300 for a three-year VIP warranty that covers "accidental damage to the computer." The bill of sale clearly stated that the VIP warranty had been purchased.

Six months later, Jane accidentally dropped a book on her keyboard, which knocked out both the e and a keys, so she took her computer and the original bill of sale to the vendor to get it repaired. However, when the customer service representative checked Jane's account to verify her warranty status, the store computer indicated that she had purchased the limited warranty, which only covered "normal wear and tear," and not the VIP warranty that would have covered accidental damage. Jane reminded the customer service representative that the bill of sale clearly showed she had purchased VIP warranty. But the customer service representative insisted he could not process her request as a VIP warranty repair, because her account indicated that she was not eligible for VIP warranty.

Jane then asked to speak with the manager of the store. The manager stood by the customer service representative, stating that it was company policy to go by the account records in the computer and that he could not make any exceptions. He then suggested that she take it up with the warranty department at head office.

Jane explained the problem to the warranty department and faxed them a copy of the bill of sale. The person in the warranty department admitted that the company had probably made a mistake, but said that she would need to see the warranty certificate that had been mailed to Jane about a month after she had purchased the computer. Jane said that she had never received the warranty certificate. After asking them which address they sent it to, she realized that the company had sent the certificate to the wrong address. The customer service representative said that she could get a duplicate of the certificate from the customer accounts department.