How could a business integrate flexible and rigid solutions?

A company can integrate flexible and rigid

solutions to a customer problem. For example, if a customer calls

the Power Company and request a payment extension and the rule is

if the customer was late last month or if the customer requested an

extension last month, then the customer cannot have an extension.

This is a good policy that all should follow but in some cases,

where the supervisor gets involved, when the circumstances warrant

another extension. The database (CIS) that the power company uses

has all the customers' billing and payment information and the

representative can readily extract that information and bring it

the his or her supervisor to make a decision. Because the

information is readily available, the customer will not be on hold

for a very long time.