ACME has two major problems with its current system which management feel they need to address:
- Because of changes to the product range and safety regulations, the maintenance schedules and specification material requires updating on a monthly basis. To achieve this, ACME produce and distribute new CD-ROMs to all of its field engineers every month at considerable time and expense.
- Maintenance engineers often have to make more than one site visit where only one should be necessary. This is because they do not have access to the problem history database except when they are in the office and have access to the company Intranet. As a result, they often have to make an initial trip to the customer site to gather information about the problem before returning to the office to query the database.