Covert Observation
A member of the investigation group currently works as an Administrative Assistant in the JMU Special Events Sales and Catering Office. This office is the main point of contact for customers to order and make changes to the event. My main responsibilities include the filing and bookkeeping and making sure that the changes in the computer's database, CaterTrax, matches what is shown in the book.
The main problem was the communication between the managers and the contract records as well as the communication of the new and edited contracts to the systems records. There is always too much confusion of the process and at times, updated contracts are not printed, which means that the kitchen and servers don't complete the event as is shown in the online ordering system. The customers call and complain to the sales office, and there is a lot of frustration between the systems based on miscommunication and human error.
The main problem was the communication between the managers and the contract records as well as the communication of the new and edited contracts to the systems records. There is always too much confusion of the process and at times, updated contracts are not printed, which means that the kitchen and servers don't complete the event as is shown in the online ordering system. The customers call and complain to the sales office, and there is a lot of frustration between the systems based on miscommunication and human error.