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FastPak, the nation’s fourth-largest overnight package system, is headquartered in Los Angeles,
California. Jesse Evans is a systems analyst on an IT team that is studying ways to update FastPak’s
package tracking system. Jesse prepared well for her interview with Jason Tanya, FastPak’s
executive vice president. Mr. Tanya did not ask his assistant to hold his calls during the meeting,
however. After several interruptions, Jesse tactfully suggested that she could come back another
time, or perhaps that Mr. Tanya might ask his assistant to hold his calls. “No way,” he replied.
“I’m a very busy man and we’ll just have to fit this in as we can, even if it takes all day.” Jesse was
unprepared for his response. What are her options? Is an analyst always in control of this kind of situation? Why or why not?


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