ABSTRACT
Jennifer has recently received a job offer to work within the service division of a large heating and cooling company, Arctic Desert. Her responsibilities include understanding the service network to which the company outsources their in-home service needs and fostering a relationship with the individual companies. The top executives at Arctic Desert believe they are underperforming in comparison to their competitors in the heating and cooling industry. They feel it would be an important strategic position if they could be known in the industry as the company that stands behind their brand and cares about the customer through the entire product lifecycle.
