SCENARIO 1: MaintainU and Outdated Webpages You are the technical manager of a large Internet design firm (100+ employees). One of your primary responsibilities is to manage a team of developers. Your unit's primary goal is to build and deliver custom web applications and to update client websites. Due to the increase of information delivery via company intranets, your company has grown considerably. About 8 months ago you hired a small start-up company, MaintainU, to perform routine maintenance for clients' websites because you needed to focus more attention on the custom applications. Maintain U does not interact with your clients, and they work as sub-contractors through your company. Your clients are not aware of this move and for now, you and Nathan Elder, your company president, want to keep it this way. The last several months you have had problems with MaintainU not paying attention to version dates. They have, on several occasions, made changes requested by clients, but they also uploaded old pages to the site. Having dealt with several complaints, the most recent two weeks ago, you had a long conversation with Jason Hughes, the president of MaintainU, that mistakes are not acceptable. Now, this morning, you receive an angry call from a client, Sheila Links at Gateway Industries, because an executive that was fired two months ago has been added back to the executive page. Gateway Industries was one of the first clients your firm ever signed. While the client is on the phone, the mistake is corrected, and you end up setting up a meeting for lunch next week. For the first 6 mo or so, the relationship with MaintainU was great. At this point, you're uncertain if you want to continue the relationship, but at the same time, you cannot afford to bring maintenance work back in-house. Apparently, the phone call to Jason wasn't enough. Scenario 1 PADD Analysis Questions: 1. Who is Sheila Links and how do you think she feels? What is she expecting from you? What will you write to Sheila? What document best achieves your purpose? Why? 3 Who is Jason Hughes? How do you think he feels about another mistake? 4 What do you need to communicate to Jason and what document best achieves this? Why? 5. Who is Nathan Elder, what does he wanteed, and what will you write him? Why? 2