1. Is the second production support system failure entirely unexpected?
2. Who is most to blame for the second system failure?
3. What might Marsha have done differently to avoid the situation? What might Eric have done differently?
4. Outline a new set of maintenance procedures that will help Tarheel Industries avoid such problems in the future.

Tarheel Industries is a medium-sized sporting goods manufacturer located in North Carolina. Tarheel’s online production support system was developed in-house and was implemented two months ago. The system runs 24 hours a day in Tarheel’s three manufacturing facilities.