My query is regarding the approach to question 2 part (b).
This approach is using Harmon’s process strategy matrix,which decides whether to outsource,automate,etc.
In (ii) software support, based on the case given it seems to be of high complexity/high strategic importance. Therefore process development.
Adding on to the examiner’s answer, can we say that the service has to be improved by training the employees (software developers as per case)? This is because one of the software developers was a graduate student and inexperienced about the process.
Can this approach be a part of process development?
The question concentrates on suitability of the current strategies, so I’m not sure that adding your suggestion about training is relevant to that even though it might be a sensible suggestion otherwise.
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