Harley-Davidson uses an Extranet for filing warranty claims

An extranet is a private network that operates similarly to the Internet (and may use the Internet as a technical component) but is directed at a particular company's customers or suppliers. An April, 1998 CIO article cited below explains how Harley-Davidson uses an extranet for filing warranty claims and supporting other communication processes between itself and its dealers.

Questions:

1. Use the WCA framework to summarize the warranty claim process before and after the extranet became available. What aspects of this work system changed and what aspects of the system remained the same?

2. Use the process performance variables discussed in this chapter to describe the improvements that occurred in process performance.

3. Describe the improvements from the viewpoint of the dealers and explain why their viewpoint should be similar or different from the viewpoint of Harley-Davidson headquarters.

Source:
Kalin, Sari, "The Fast Lane," CIO, April 1, 1998.
http://www.cio.com/archive/webbusiness/040198_harley.html

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