IT's hidden face: Everything you always wanted to know about Information Technology. A look behind the scenes by Claude Roeltgen

Author:Claude Roeltgen [Roeltgen, Claude]
Language: eng
Format: epub
Published: 2009-06-01T00:00:00+00:00

Let’s have a look at how the relationship between a customer and a software provider works.

If McDonalds were run like a software company,

one out of every hundred Big Macs would give you food poisoning-

and the response would be “We’re sorry, here’s a coupon for two more”.

Mark Minasi

It is highly astonishing how often the customer gets the following answer: “You are the first to report this error.” Thank you, very nice, but this doesn’t really help. It’s rather the opposite, because the provider needs more time to fix the problem than if another customer had reported it earlier. The provider needs to find a time slot to investigate the problem and subsequently fix it. During that time, the business departments wait, and the IT department builds a workaround.

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