Abstract
Since about 1970, there has been a significant trend among large organizations in moving from a manual system or semiautomatic system that first prepares source data and then processes it in a batch environment to an online automatic system that receives and processes data entered directly at the office. This paper describes the course of events during the development of such an on-line system that processes customer orders at a large gas utility company. One significant outcome of the conversion from the previous manual system to the on-line system was a large reduction in the work force required for processing customer order; this resulted in great savings in labor and material costs.
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