How Will All These Daily Decisions Get Made?

EMPLOYEES AT COGNIZANT TECHNOLOGY SOLUTIONS, a large provider of information technology services, had a minor but annoying problem to solve on behalf of their client. It was the type of nagging issue often faced by multinational corporations. Cognizant's client, a global manufacturing company with its headquarters in the United States, had adopted a corporatewide system for logging, tracking, and resolving customer complaints. Most business units were using it successfully, but the client's Korean business unit was resisting use of the system. That unit had previously implemented a different application for complaint management. Corporate executives at the client, who wanted to monitor ...

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