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A service technician came by the other day, his truck loaded with supplies and the latest technology for tracking inventory and reporting back to HQ. His work went well, but when it came time to use the computer to fill out reports, that's when the cursing began. Computers are supposed to make our jobs easier, but it doesn't always work that way. Are we too dependent on information technologies? Is there an optimum mix of manual and automated processing that we need to find?
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