8.6 Maintenance 193
for its sales staff. The system was rolled out to the entire sales staff in
May 1998. In the following financial year Western Air attributed an in-
crease in profits of almost $900,000 to the use of the system—a more
than reasonable return on their investment.
One of the firm’s senior engineers commented, “Since this system
went live I’ve had much more time to spend on my own contracts. I
used to hate going into the office because I always had a string of prob-
lems to handle from the mob out in the field. Now I feel I have the
time to really help when I do get a problem to deal with.”
A member of the sales staff said, “This is just great. It used to be re-
ally frustrating waiting for them back in Fremantle to deal with our
problems. ...