UPS competes globally with information technology

Question 1: What are the inputs, processing, and outputs of UPS's package tracking
system?

Inputs: The inputs are detailed information (customer information, package information), pickup,
delivery, current location, bar coded label, special software program by using the UPS Web site.

Processing: The all information are transmitted to a central computer,  distribution centers,
logistical planning, (DIAD) program which was their drivers had been handheld delivery
information Acquisition Device, called UPS net, DIAD is collected from scan able label on
packages, and changing schedules.

Outputs: UPS served tools that able to a customer which is Cisco Systems, to include UPS
functions, such as tracking and cost calculations, into their own Web sites. Destination (on the
way), pick-up and delivery schedule.

Question 2: What technologies are used by UPS? How are these technologies related to
UPS's business strategy?

 Everything is firstly started about “ scannable bar-coded label “. It’s the main thing that they use
their daily work. Also customers know fully, detailed information about their shipment. Which
contains complete information about the sender, location of where it must go, and date of
shipment should have arrive.  If sender wants to get information about the package they can go to
company’s web site and download and print it out. Before the packages picked up information
transmitted to 2 main servers Mahwah, NJ or Alpharetta, GA and send to nearest distribution
centers of its final destination. Dispatchers of these centers received the information use the
special software plan the most efficiency delivery way to each driver to consider of traffic and
weather conditions.

        1. UPS drivers used their daily work activities handheld computer named Delivery
information Acquisition Device (DIAD) which can access wireless network. Drivers once he/she
log in daily routes downloaded onto their device.  The DIAD automatically captures customers
signatures according pickup and delivery information.  Package tracking process is then
transmitted to UPS main server and storage on it.  From there information can be accessed to the
worldwide. To provide proof of delivery to customers or to respond customer questions. Process
takes only 60 seconds and new information throughout DIAD to be available on the UPS’s site.

         2.  In 2009 UPS launched new program called Web Based Posts Sales Order Management
System (OMS) which designed to global shipping services to provide service dangerous
shipment such as high-tech electronics, aerospace, medical equipment and any other company’s
critical shipment/inventory to fully responsibility.

 These technologies involved company’s motto “best service and lowest rates “
They implement “best service” strategy. DIAD helps make it work easier and quicker for the
both sides, customers and company staff. It saves time, collect the all information make it
complete.  As for the company side dispatchers schedule way routes, traffic/weather conditions
and notice the drivers. According to this information drivers can make their work more
efficiency. Company mainly focused on their high level of customer’s satisfaction. Customers
can easily go to company’s Web Site and to get complete information about the packages. All
the package are insured. UPS approximately spend 1billion USD in a one year customer’s
satisfaction guarantee for their customers while reducing cost low. 

Question 3: What strategic business objectives do UPS's information systems address?

UPS has a several business objectives. 

1. Scannable Bar-code: One of the MIS business strategy objective. this system's objective is to
use time more efficiently and use low labor force in classify the packages destination and reduce
human error in classifications that will reduce the cost. It means by reducing cost they can keep
up the lowest rate.
2. In delivering UPS uses special software that help drivers to take the most efficient routes to
deliver the package, plus this system considers the traffic and weather conditions.
3. DIAD: Every driver has device that has information about at automatically captures customer's
signature along pickup and delivering information from UPS's central computer. Every deliver
person can access information about the package and the customer can check the package it
delivered or not. Also the signature that from the delivery will be proof, sender can check it.
4. Cisco system: contains the customer can know about their packages information more detailed
such as shipping rates, determine time in transit, print labels, schedule a pickup, and track
packages. Those actions can get the high technology to the senders and it can reduce the time
losing. They can check their tracking and cost calculations and shipments cost without the UPS
site. 
5. OMS: Advanced delivering system that takes packages from the warehouse of companies and
delivers their fulfillment parts of equipment more quickly with in efficient routes.

Question 4: What would happen if UPS/s information systems were not available?

1. Customer/ Sender: If there were not available for information system, the customer will
decrease faster. Senders want to choose the good one which has high proof and information
system and easy to understand system.
2. Global delivering: For the another countries it will be difficult to get their packages. They will
not know how is going their packages. It means no information about their packages. 
3. Saving Cost: Maybe it will be good to saving cost for the company. They do not need enough
employees and machines.
4. Time Losing: Those systems always give the information about their packages. For the
company it is the one of the advantage but if they has nothing then the company can lose their
time.
At lastly, UPS will not be successful as today!
MEET THE NEW MOBILE WORKER

1.What kinds of applications are described here? What business functions do they support?
How do they improve operational efficiency and decision making?
The applications that are described here are native applications. Native apps are installed
through an application store (such as Google Play or Apple’s App Store). They are developed
specifically for one platform, and can take full advantage of all the device features — they can
use the camera, the GPS, the accelerometer, the compass, the list of contacts, and so on. They
can also incorporate gestures (either standard operating-system gestures or new, app-defined
gestures). And native apps can use the device’s notification system and can work offline.

They support internal business function that is earmarked for its employees to manage and
maintain the efficient use of applications of the business

Technology advance help to make work easier.

Make work to faster and more systematical

Can connect with others people

More predictable and realistic

2.Identify the problems that businesses in this case study solved by using mobile digital
devices.
3.What kinds of businesses are most likely to benefit from equipping their employees with
mobile digital devices such as iPhones and iPads?
4.One company deploying iPhones has said, “The iPhone is not a game changer, it’s an
industry changer. It changes the way that you can interact with your customers and with
your suppliers.” Discuss the implications of this statement.

Schiphol International Hub to become faultless: Truth or Dare?

Q1: How many levels of complexity can you identify in Schiphol’s baggage conveyors
network?
From the case study, I found that there are 3 layers of complexity:
i. System complexity: The conveyors network is large and complicated. It involved 21
kilometers of transport tracks, 6 robotic units, 9,000 storage capacitors all behaving as one
system. The system needs to co-operate between many technological layers both at software and
hardware levels, for instances, conveyor belts, security checkers, scanners and so on.
ii. Social complexity: The system is needed to support and help out the work of humans, for
instances to handle the baggage automatically.
iii. Business complexity: The network needs to work in different way to cope with different
company’s operation. The conveyor network must cope with different baggage governance
policies. 

Q2: What are the management, organization, and technology components of Schiphol’s
baggage conveyors network?

Management:

In terms of management, there are few elements to talk about. Setting the right goal is one of the
important elements to ensure the business is on the right track and being managed well. The
conveyors networks have a very simple goal, which is the right bag must be at the right place at
the right time.
To run the network smoothly, human resources are playing an important role. In every
department or section, there must be allocating a person in charge to control, manage and handle
the baggage just in case if there are any emergencies.

Organization:

Just like the other organizations, Schiphol is made up of many different departments and they
work together to make sure the business run smoothly. For instances, the information technology
department to look over the network and system to make sure it is updated and running smoothly
to avoid mistake while the human resources department ensure the people working with the
company is happy and working efficiently to reduce mistake and increase productivity. The rest
of the departments such as the finance department and marketing & sales department are also
working together to ensure the business is on the right track and profitable.

Technology:
The networks involve variety of sensors, mechanical devices, actuators and computers. It also
uses over 3 million lines of source code. As for the baggage-handling systems, it includes
destination-coded vehicles (DCVs), automatic bar code scanners, radio-frequency identification
(RFID) tags and high-tech conveyors equipped with sorting machines. All of these technologies
are used for the normal operation which is to move bags from the check-in area to the departure
gate, move bags from gate to gate, move bags from the arrival gate to the baggage claim and plan
and control the peripheral hardware and software.
Q3: What is the problem that Schiphol is trying to solve? Discuss the business impact of
this problem.
From the case study, I found that the most critical problem that Schiphol was facing is the
mishandled baggage problem. Schiphol was trying to increase the efficiency in baggage handling
in the airport. Mishandled baggage was bringing huge impact to the company, it is a $2.5 billion
problem for industry every year and about 51 million passengers traveling through Schiphol
alone may be affected annually. With an investment of around US$1 billion over a period of
about 10 years, the Baggage Control System has been renewed. With the new system, the
manager of Schiphol estimated that this system will be able to minimize 0.01% loss and damage
when it operates 99.9% times. Although this system is expensive but if it is being implemented
right, it can save 0.1% of $2.5 billion.
Q4: Think of the data that the network uses. What kinds of management reports can be
generated from that data?
Data items used by the Schiphol Conveyors Networks comprise of 4 items, which are scheduling
data; hit/failure reports; delays and usage information. All of these data was being used to plot
the cost-per-baggage reduction progressions.

CASE STUDY CHAPTER 3 ( ACHIEVING COMPETITIVE ADVANTAGE

WITH INFORMATION SYSTEMS )
QUESTION 1:Analyze Burton using the value chain and competitive forces models.
Value chain : Burton company itself is the value chain because they designs, manufactures and
market their item independently related to snowboarding clothe and accessories.
Competitive forces model : Strategic position in the firm and strategies are determined by
competition with traditional direct competitors. Their market also greatly affected by new market
entrants, substitute products and service, suppliers, and customers.
QUESTION 2:Why are the business processes described in this case such an important
source of competitive advantage for Burton ?
Burton company is the first company to manufacture snowboard, but increasingly day many have
been involved in this undertaking. This caused the Burton’s company has faced a tough
marketing process to retain their snowboards in the market they have to figure out something that
can satisfy their customers. They have to study the market and also the needs of customers today.
QUESTION 3:Explain exactly how these process improvements enhance Burton’s
operational performance and decision making.
Process improvement enhance is they have reduce the time in production of new product, in
order to avoid excessive costs. They also reduce losses by imposing conditions such as
customers need to pay before taking any product. They also upgrade their warehouse system
operations in choosing to use a system that more closely and easier to control the in and out of a
product.

CASE STUDY : The pleasure and Pitfalls of BYOD

1.What are the advantages and disadvantages of allowing employees to use their personal
smartphones for work?

The advantage of allowing employees to use their personal smartphone for work allows  for
employers to spend less money on equipment. The disadvantages of allowing  employees to their
personal smart phone for work are there are many mobile platforms  available, a significantly
large amount of IT resources would have to be dedicated to  managing and maintaining a large
number of devices in an organization, and the absence  of an effective way to keep track of all
the devices employees are using.
2. What management, organization, and technology factors should be addressed  when
deciding whether to allow employees to use their personal smartphones for  work?

Factors that should be addressed include how the devices will be used to perform  operational
duties. Time management and productivity has to be addressed. The  organization has to decide
if the use of the employee’s personal device would be  beneficial to the company in regards to
productivity and overhead cost. From a technical  standpoint, a sound IT system has to be created
in order to maintain as well as provide  support to the employees for their specific mobile device.

3.Compare the BYOD experiences of IBM and Intel. Why did BYOD at Intel work so well?

BYOD experiences of IBM BYOD experiences of Intel

There is only creating new challenges for
the IT department and didn’t save any
money for IBM because employees’ devices
are full with the software.
IBM equips the mobile devices of the latter
category of employees with additional
software such as programmes that encrypt
information as it travels to and from
corporate networks.
BYOD improve employees’ job satisfaction
and productivity but cause some problems if
managed improperly.
Intel approached BYOD in a positive
manner, trying to find ways to make it work
rather than to defeat it.
Intel hammered out a BYOD strategy and
created an end-user service-level agreement
that clarified that end users were voluntarily
using BYOD rather than being mandated by
Intel.
Intel program offers 40 proprietary
applications, including travel tools to
help schedule a flight and conference room
finders.

4.Allowing employees use their own smartphones for work will save the company money.
Do you agree? Why or why not?

Allowing employees to use their own smartphones for work will save money with  upfront cost
but over the course of time, it may cost more to maintain a sound system  with the many
platforms that are currently available. The creation of applications that  work on multiple mobile
platforms may be beneficial but only if the system is  restructured.

CASE STUDY CHAPTER 4

QUESTION 1:Explain the role of the database in sap three-tier system
There was a need for a flexible and robust IT infrastructure with business excellence and
capabilities that could help management better forecast and plan. Lego implemented a SAP’s
business suite which is based on a flexible three-tier client-server. Three Tier System:
THE FIRST TIER (Presentation Layer)
This is the software component with a client interface browser type graphic user interface (GUI).
The graphic user interface is between an SAP system and the user. It gets the user input, sends it
to application server for processing receives data, formats and output it. The presentation layer
resides on a user’s PC, desktop or mobile device.
THE SECOND TIER (Application Layer) 
This is where SAP software runs; it consists of at least one or more application server (one
computer system) which offers the services to users and a message server responsible for
communication between the application servers. In the system, it receives and process client’s
requests. In turn these application servers send the processed requests to the database system.
The application layer is Scalable as the organization grows larger and more users are added.
THE THIRD TIER (Database Layer)
This consists of a central database system which consists of the database and DBMS (Data Base
Management System), it receives the processed client’s request from the second server to the
database system which consists of one or more relational database, these rational database
contain the tablets that store data on LEGO’s products, daily operations, the supply chain and
thousands of employees. The information is then stored and retrieved from the data base system
and sent back. A few database systems which you may find with SAP in different
implementations are Oracle, Microsoft SQL Server, IBM etc.

QUESTION 2:Explain why distributed architectures are flexible.

A distributed architecture system consists of multiple autonomous computers that communicate
through a computer network. The computers interact with each other in order to achieve a
common goal. Basically, this group of computers would each hold a specific software subset of
the global aggregate operating system. Distributed computing is a field of computer science that
studies distributed systems. Distributed programming typically falls into one of several basic
architectures or categories: client–server, 3-tier architecture, n-tier architecture, distributed
objects, loose coupling, or tight coupling.
QUESTION 3:Identify some of the business intelligence features included in SAP’s business
software suite.
Distributed architecture enables authorized personnel to have direct access to the database
system from the company’s various locations, including those in Europe and Asia. Distributed
architectures such as SAP’s business suites supports databases from different vendors including
those offered by Oracle, Microsoft, MySQL and others. They are optimal for medium to high
performance business environments. Complex application rules can be easily implemented on
the application server by authorized personnel. Separating the application into multiple layers
makes it easier to implement re-usable components. A single component in the business layer,
for example, may be accessed by multiple components in the presentation layer, or even by
several different presentation layers (such as desktop and the web) at the same time.

QUESTION 4:What are the main advantages and disadvantages of having multiple databases in
a distributed architecture? Explain. 
Advantages
1. Fault tolerance
A fault tolerance is a setup or configuration that prevents a computer or network device from
failing in the event of an unexpected problem or error such as, power failure, power surge, data
loss, system overload, virus etc. By LEGO having multiple databases data can still be obtained
from other servers during interruption from one of the data base. This enables the business to
save time, retrieve loss data and their daily operations will not be drastically
affected.Improved Scalability
Ability of a business to expand to meet its business needs. Unlike a single-database system, in
which the amount of data that can be stored depends on the limitations of one host and database,
a distributed-database system is easily scalable and, therefore, supports growth in LEGO. SAP
supports an unlimited number of users as well as data base, application servers and a variety of
hardware configurations. It enables an organization to start small and add additional databases or
applications or hardware. This would allow to organization to effectively and efficiently add to
the network when its needs to expand.
2. Distribution of workload
Enables administrators to distribute the load on various servers, a business function such as
logistics can be can be routed to a particular server for load balancing ( division of its activities
and processes between computer networks so that it doesn't get overwhelmed). Open system:
from SAP encourages plug and play with hardware from different vendors e.g. Microsoft oracle,
used which leads to more competition and lowers cost. This means that the system can connect
with other vendor therefore it is flexible.

Disadvantages
1. Security issues
It is more vulnerable to external attacks than single databases and the possibilities of abuse is
more possible in multiple databases than a single database as single databases have more control
of information. To reduce the chances of unauthorized users accessing sensitive information,
Lego would need a control system e.g. Not all information should be available to all level of the
organization.
2. Data quality and  integrity
Since the database is accessible to users remotely, adequate controls are needed to control users
updating data and to control data quality especially as the organization grows. With increased
number of users accessing data directly, there are enormous opportunities for users to damage
the data. Unless there are suitable controls, the data quality may be compromised. The integrity
of the information is also relevant since a large number of users could be using the database
simultaneously, technical safeguards are necessary to ensure that the data remains correct during
operations and business decisions. The main threat to data integrity comes from several different
users attempting to update the same data at the same time. The database therefore needs to be
protected against inadvertent changes by the users.
3. Cost of maintaining multiple databases in a distributed architecture

Single databases are usually designed to run a number of well-defined, preplanned processes
because they are often adjusted to run efficiently for the processes that they were designed for.
Multiple data bases are costly to maintain as each server requires a separate operating system.
The cost of protecting and securing the servers, upgrades, back ups will be expensive and Lego
would have to weigh the benefits of using multiple database over the costs of implementations ,
restructuring the organization , the as well as maintenance costs.

CASE STUDY CHAPTER 5

QUESTION 1Explain the role of the database in SAP’s three-tier-system.
The first tier, a client interface – a browser – type graphical user interface (GVI) running on
either a laptop, desktop, or mobile device – submits user’s requests to the application servers.
The applications servers – the second tier in the system – receive and process client’s request.
In turn, these application servers send the processed requests to the database system – the third
tier – which consists of one or more relational database.
QUESTION 2 Explain why distributed architectures are flexible.
A distributed system is a collection of independent computers that appears to its users as a single
coherent system. There are four type of architectures system.
First one is centralized: traditional client-server structure
-          Vertical (or hierarchical) organization of communication and control paths (as in layered
software architectures)
-           Logical separation of functions into client (requesting process) and server (responder)
Second is decentralized: peer-to-peer
-     Horizontal rather than hierarchical comm. and control.
-     Communication paths are less structured; symmetric functionality
The third one is Hybrid: combine elements of C/S and P2P
-     Edge-server systems
-     Collaborative distributed systems.
Example:
The Internet: net of nets global access to “everybody” (data, service, other actor; open ended)
enormous size (open-ended) no single authority communication types
- Interrogation, announcement, stream
- Data, audio, video
QUESTION 3 Identify some of the business intelligence features included in SAP’s business
software suite.
Features that are included in the Server are the System Configuration Wizard, SAP JAM, SAP
HANA Business Layer Wizard, and support for right-to-left display.
The System Configuration Wizard (located inside the Central Management Console) is a tool
that is used by administrators to help configure the system after installation has taken place.  This
is used to split the Adaptive Processing Server based on various parameters, such as available
RAM and expected usage.
The SAP JAM application is a collaboration tool to connect users while in the office or mobile.
For those that are using HANA, the SAP HANA Business Layer Wizard will build a data
foundation and business layer based off of HANA views.
There is support for more globalization with the ability to set languages that read right-to-left. 
One last thing: the download location of the new platform is in a different place on the Service
Marketplace site (service.sap.com).  It used to be that one would click on the SAP Support Portal
Link => Software Downloads => Installations and Upgrades => A to Z Index = > E =>SBOP BI
platform (former SBOP Enterprise) to find the server software.
 In order to find the 4.1 Server software one needs to click the following path: SAP Support
Portal Link => Software Downloads => Installations and Upgrades => A to Z Index = > B
=>SBOP BI platform (former SBOP Enterprise).
QUESTION 4 What are the main advantages and disadvantages of having multiple databases in
distributed architectures? Explain.
Advantages
Reflects organizational structure
Many organizations are naturally
distributed over several locations. For
example, a bank has many offices in
different cities. It is natural for databases
used in such an application to be
distributed over these locations. A bank
may keep a database at each branch office
containing details such things as the staff
that work at that location, the account
information of customers etc.
Economics
It is now generally accepted that it costs
much less to create a system of smaller
computers with the equivalent power of a
single large computer. This makes it more
cost effective for corporate divisions and
departments to obtain separate computers.
It is also much more cost-effective to add
workstations· to a network than to update
a mainframe system.
The second potential cost saving occurs
where database are geographically remote
Disadvantages
Complexity
A distributed DBMS that hides the
distributed nature from the user and
provides an acceptable level of
performance, reliability, availability is
inherently more complex than a
centralized DBMS. The fact that data can
be replicated also adds an extra level of
complexity to the distributed DBMS. If
the software does not handle data
replication adequately, there wi1l be
degradation in availability, reliability and
performance compared with the
centralized system, and the advantages we
cites above will become disadvantages.
Security
In a centralized system, access to the data
can be easily controlled. However, in a
distributed DBMS not only does access to
replicated data have to be controlled in
multiple locations but also the network
itself has to be made secure. In the past,
networks were regarded as an insecure
communication medium. Although this is
still partially true, significant
developments have been made to make
networks more secure.
 and the applications require access to
distributed data. In such cases, owing to
the relative expense of data being
transmitted across the network as opposed
to the cost of local access, it may be much
more economical to partition the
application and perform the processing
locally at each site.

CASE STUDY CHAPTER 6 (TELECOMMUNICATIONS, THE

INTERNET, AND WIRELESS TECHNOLOGY)

QUESTION 1 Should managers monitor employee e-mail and Internet usage? Why or Why
not ?
      Should managers monitor employee e-mail and internet usage because to ensure that
employees are not wasting time at work. After that, behavior creates serius business problem.
Checking e-mail, responding to instant messages, or sneaking in a brief  YouTube vedio create a
series of nonstop interruptions that divert employee attention from the job tasks they are
supposed to be performing. Many companies have begun monitoring employee use of e-mail and
internet, sometimes without their knowledge.
Why not managers monitor employee e-mail and internet usage because worker can increase
their knowledge by finding key information on the internet and facilitate employees to perform
work beyond expectations. Employee too much time on personel business translate into lost
revenue and some employees may even be billing time they spend pursuing personel interests
online to clients, thus overcharging them.
I think managers should monitor employees’ email and Internet usage during work time.
Employees are paid to work. They have a common goal to maximize company’s wealth.
Anything beyond this goal should not be done during work hours. As the article said, if
employee is caught doing illegal activities online while they are working, the company will be
sued. It is wasting company’s resources on unnecessary dispute.
Monitoring employee email and Internet usage may temporarily reduce employee’s morale. They
will not feel free when they use computer. As the time goes by, they may get used to it. The rule
will guide they act properly online when they are working. In the long run, it helps company to
conduct business efficiency and effectively. Hundred percent of company’s resource is working
for generate revenue.

QUESTION 2 Describe an effective e-mail and Web use policy for company.
An effective email and web use policy should include clear guide line what action is permitted
and what is not, such as racist and sexually explicit has to be banned. Any employee step inside
the banned area could be fired immediately. Also, managers could make the policy flexible.
They could allow employee doing non work-related legal online surfing and email during break
time and lunch time with limited speed load. If they occupied too much speed load, the regular
online traffic will be blocked which could damage both hardware and software on company’s
server.

Since the policy is adopted, everyone in the company should work base on it, even include
managers because employee will not be convinced if they see their boss does personal activities
online during work time. Furthermore, everyone’s online activities should be kept in privacy as
long as it is legal. Managers do not have the right to ask employee what they do online during
break time and lunch hour.
Also company has the responsibility to maintain the hardware and software which block spam
because it could cause employees read non-work related information from their email inbox and
hardly to find a legitimate email among hundreds spam.   For example, clear information is to
leave no room for interpretation, a company's Internet use policy should convey the rules clearly
and explicitly.
For example, the policy should indicate what type of sites are forbidden under any
circumstances. These may include social networking sites and should include sites that contain
pornographic, violent or threatening content. If certain styles of sites are allowed under the
company's policy, they should be liste and second is fairness If the company's management
wants its employees to be content, there should be a degree of fairness and flexibility in the Web-
use policy.
While an employer might say employees cannot check their personal email at work, employees
will likely do so. Realizing this fact, the employer can write the policy reminding employees that
"reasonable" personal Internet usage, such as checking emails, bank balances and news sites, is
acceptable in moderation during breaks and lunch.

QUESTION 3 Should managers inform employees that their web behavior is being monitored ?
Or should managers monitor secretly ? Why or why not ?
The managers should inform the employees that their uses of the web is monitored. If  the
managers let the employees know about their computers are monitored the employees will avoid
using their personel business, then they will concentrate during their work hours. My opinion
about it, the managers should let the employees know about that to focus in their work for
example can explain how the result from measuring and managing performance inform
employee devel0pment.
Measuring and managing helps a company to improve quality, retain key employees and be
ahead of their competitors. A company can see how well a business is doing by the amount of
customers and profits they make. They can compare how well employees work by checking each
employee individually to see how much they have produced. Measuring employee development.

Bench marking Using standard measurements in a service can be used to compare with other
organizations in order to gain perspective on organizational performance. Performance
management bring together many of the elements which go to make up the successful practice of
people management, including learning and development. We’re used to thinking of ongoing
performance management for employees, for example, setting goals, monitoring the employee’s
achievement of those goals, sharing feedback with the employee, evaluating the employee’s
performances, rewarding performance or firing the employee.
Employees are happier if they know how they are doing, if they know they are doing a good job
and it has been acknowledged, they will generally continue to do a good job as and strive to do
more. If people don’t receive feedback and they aren’t doing a good job, employers expect them
to be satisfied or productive.