Colombo knows that simply imposing ROWE at Electronics Shack will not work. So, she wants to begin a trial program where she can encourage managers and employees to try it out, and help them work out the problems. She hopes that a successful trial program will inspire other managers and employees to request trials for their own work groups. She has identified unit where she would like to introduce ROWE.

Myrna Singh, Extended Warranty Unit - Myrna Singh, manager of the extended warranty group, is desperate to try anything new. Her top-performing employees complain that their jobs are far too stressful, and they are threatening to quit. The employees feel they are always on call, carrying their cell phones and checking their email numerous times during the day and night. Because of high customer demand, Singh expects her employees to work onsite. The employees are starting to resent that they have no personal life.

There are 19 people in her unit who handle the companys extended warranty services. Fifteen of these employees work hourly, and they often complain about having to punch a time clock.

The overall tasks of the unit include entering data from all warranty cards, handling requests from customers for repair or replacement of defective products, negotiating with repair people to get products repaired and shipping and receiving packages.

Members of the unit are also responsible for entering the data from warranty cards that are returned by mail and checking the accuracy of warranty applications that are filled out by customers online. Customers contact the unit via phone, fax, email, or mail; and a growing number are now contacting them via live agent chat. The purpose of their contact is normally to discuss a defective product and to verify it is covered under warranty. If the product is still covered by warranty, arrangements are made for the customer to deliver the defective product to the closest store or to mail it to the central warranty unit. If the product is delivered to a store, then someone at the store must send the product to the central warranty unit. Individuals in the unit unpack packages to inspect for broken or damaged products. They then contact their network of repair people to have the product repaired, shipping the product to the appropriate repair person. Once repaired, the product is returned to the warranty unit, which then has to return the product to the customer. While there is generally no charge for repairs made under warranty, customers can elect to pay a service fee in order to have their product returned within 24 hours. Consequently, some weekend emergency staffing of the warranty office is required.

Colombo reviews the many concerns that her managers and employees have raised and wonders what she should do? How can she best introduce ROWE to the unit so that it has the best chance to work? What should she do about the employees who are complaining that she is either moving too fast or not fast enough? And, how quickly can ROWE become a way of life throughout the entire company?