by AFC's decision in March 1987 to convert their old batch systems to on-line data entry.
Justification for Problem Definition
AFC spent April and May of 1987 planning the conversion to their new on-line date entry system. They trained the batch users because they understood that user training was important when switching from a system where everyone was used to working together, the people were familiar with the applications and the forms used, and everyone was used to resolving problems either face-to-face or on the phone. It is interesting that AFC should realize the importance of user training in this situation and yet be so blind to the importance of user education and training in relation to the larger picture of the entire order processing and information services necessary to the efficient running of the company. During June and July of 1987, AFC conducted a pilot test with the prepared dough product line.
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