- Define the Context

- Define the Key issues or Problems

- Apply concepts

- Provide alternative courses of action

Cami Machado and Listo Systems' Digital Information Services Team Listo Systems is a graphic service agency with a long history of success. In the early 1990s, the company quickly grew into one of the top graphic service companies in the world. The rapid growth of technology in recent years has both helped and hindered the company. Advancements in technology have allowed Listo Systems to provide quality services and products faster and more efficiently. However new technology has also been beneficial for Listo Systems' competitors. The competition has grown significantly in number and in the quality of services and products that they provide. The increase in technology has also led to an increase in customer demands and expectations. Customers want services and products faster and cheaper and will go to a competitor without hesitation if their needs are not met. The advancements in technology have also created new threats to the industry in terms of security and theft of products. A recent incident involving hacking and data theft prompted the implementation of a new data security system at Listo Systems. A "black box" system will be installed on every PC in the company and will not only affect the way data moves but also who has access to sensitive files. Nearly everyone at Listo Systems will be doing things very differently once the black boxes are in place. Cami Machado has worked with Listo Systems for eight years. She is involved in a variety of projects related to "traffic" - the receipt and delivery of clients' jobs. Her work also involves the training and support of the technical staff at Listo Systems. Cami has expressed interest in spearheading the implementation of the new "black box" data security system. Because she has effectively managed traffic flow at Listo for years, she is excited about the opportunity to move into this critical and visible new position. Her responsibilities would be similar to those that she has had in the past, but the implementation of this new system will dramatically affect nearly every aspect of Listo's service. The technology is different from what she has used in the past, and the project's scope is much larger. Cami has an excellent track record of implementing new hardware and software. She is looking forward to leading this project and the new business opportunities it will help create. However, with this radical change in traffic flow, Cami will have to deal with challenges arising from "people issues." Many technical staff members think that this change is unnecessary. Staff artists worry that it will hinder the creative process. Cami feels confident that she knows how to handle the scheduling and transition aspects of the new security system, but is worried about dealing with employees resisting the change. She is also concerned about losing key creative staff to other agencies where they won't have to put up with all this "black box technology