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“My own company was in deep financial trouble. I knew I had every legal right to enforce

the contract. But I had become convinced of the value of the principle of Win/Win.

“So I told him “We have a contract. Your bank has secured our products and our services to
convert you to this program. But we understand that you are not happy about it. So what we’d like

to do is give you back the contract, give you back your deposit, and if you are ever looking for a
software solution in the future, come back and see us.

“I literally walked away from an $84,000 contract. It was close to financil suicide. But I felt

that, in the long run, if the princile were true, it would come back and pay dividends.
“Three months later, the new president called. “I am now going to make changes in my data

processing, “ he said, “and I want to do business with you.” He signed a contract for $240,000.”

X. Discuss the following points in groups

1. Operations management.
2. Operations planning.
3. Operations control.
4. Automation.