Customer Service is important for a myriad of reasons, such as retaining customers, building customer loyalty, getting customer referrals, improving employee happiness, and remaining competitive. However, as a company grows, the focus may be on sales and production, with customer service efficiency and effectiveness being seen as an overhead…

Systems Analysis and Design is a core component of an education in information systems. To appeal to a wider range of constituents and facilitate the learning process, the content of a traditional Systems Analysis and Design course has been supplemented with an alternative modeling approach. This paper presents an instructional design that…