The Rivera Regional Bank uses a computerized data processing system to maintain both its checking accounts and its savings accounts. During the last three years, several customers have complained that their balances have been in error. Randy Allen, the information systems bank manager, has always treated these customers very courteously and has personally seen to it that the problems have been rectified quickly, sometimes by putting in extra hours after normal quitting time to make the necessary changes. This extra effort has been so helpful to the bank that this year, the bank’s top management is planning to give Mr. Allen the Employee-of-the-Year Award. Mr. Allen has never taken a vacation.