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A leading IT services provider creates software solutions to help companies manage productivity, claims and client relations. They have been in business for approximatley five years, and their customer base has grown tremendously in the last two years. The company forecasts that their business will continue to expand due to the increased number of service requests made by new customers. The provider started out small, similar to a mom and pop operation, offering a variety of services that later increased in scale. Because of their rapid expansion, the company did not take the time to strengthen their operational structure and establish solid processes.