Initech is a computer manufacturing company. Janice, a senior manager at Initech, is given the task of developing the company's after-sales services. Janice researches information about companies that have been pioneers in this domain. She learns that Massive Dynamic, a car manufacturing company, has the best after-sales service in the country. She gets in touch with senior managers in Massive Dynamic and learns about their in-house operational processes that enable them to be leaders in the industry. She introduces new policies in her company with the knowledge gained from Massive Dynamic to improve their after-sales service. This scenario exemplifies .