9 Process Specifications and Structured Decisions Consulting Opportunity 9.1 Kit Chen Kaboodle, Inc. "I don't want to get anyone stirred up, but I think we need to sift through our unfilled order policies," says Kit Chen. "I wouldn't want to put a strain on our customers. As you know already, Kit Chen Kaboodle is a Web and mail-order cookware business specializing in 'klassy kitsch for kitchens,' as our latest catalog says. I mean, we've got everything you need to do gourmet cooking and entertaining: nutmeg grinders, potato whisks, egg separators, turkey basters, placemats with cats on 'em, ice cube trays in shamrock shapes, and more." "Here's how we've been handling unfilled orders. We search our unfilled orders file from the Internet as well as mail-order sales once a week. If the order was filled this week, we delete the record, and the rest is gravy. If we haven't written to the customer in four weeks, we send 'em this cute card with a chef peeking into the oven, saying, 'Not ready yet.' (It's a notification that their item is still on backorder.)" "If the backorder date changed to greater than 45 days from now, we send out a notice. If the merchandise is seasonal (as with Halloween treat bags, Christmas cookie cutters, or Valentine's Day cake molds) and the backorder date is 30 days or more, though, we send out a notice with a chef glaring at his egg timer." "If the backorder date changed at all and we haven't sent out a card in the last two weeks, we send out a card with a chef checking his recipe. If the merchandise is no longer available, we send a notice (complete with chef crying in the corner) and delete the record. We haven't begun to use email in place of mailed cards, but l'd like to. "Thanks for listening to all this. I think we've got the right ingredients for a good policy; we just need to blend them together and cook up something special." You are the systems analyst Kit hired. Go through the narrative of how Kit Chen Kaboodle, Inc. handles unfilled orders, drawing boxes around each action Kit mentions and circling each condition brought up. Make a list of any ambiguities you would like to clarify in a later interview, and then write five questions to address them