The management of quickfix would like to decrease costs and increase customer service by reengineering its computer repair procedures. Currently, when a defective or broken computer needs servicing, the customer calls one of five regional customer service centers. A customer service representative manually logs in the relevant customer information and then searches through a list to find the closest qualified technician. That technician is then contacted by phone to see if the repair fits into his or her schedule. If not, the representative finds the next closest technician. When a technician who can perform the service is located, the customer and repair information is provided over the phone. The technician then calls the customer and makes arrangements to pick up the broken computer and replace it with a loaner. Making these arrangements takes one to two days and sometimes more if technicians are not available or do not promptly return calls.