The following spreadsheet shows an organizational chart for asmall company that

The following spreadsheet shows an organizational chart for asmall company that provides computer help desk services over thetelephone. The company has a number of general and administrativepersonnel and two levels of telephone support. Customer servicerepresentatives (CSRs) are the first to receive initial telephonesupport calls. If the CSR is unable to solve the problem the callis passed to a software analyst who is more skilled than the CSRsto handle more complex questions.