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QICID: 19809
Title: We Must Overcommit - We Must Win Business
Copyright: 2005, ASQ
Author: Potter, Neil; Sakry, Mary
Organization: The Process Group, www.processgroup.com
Subject: Commitment,Customer satisfaction (CS),Customer expectation,Planning,Project management,Program development,Negotiations,Data;
Series: Software Quality Professional, Vol. 7, No. 2, March 2005, pp. 4-14
Abstract: [This abstract is based on the authors' abstract.]Software professionals are divided into two distinct camps. The sixty percent that make up Camp One feel overcommitted, under-resourced, and unable to negotiate deadlines and resources. The other forty percent experience no difficulty in establishing achievable commitments to management and customers. Camp One is relying on quick intuitive promises to please the customer and manager that can backfire when unrealistic goals are not met. The counter-intuitive approach of thinking before promising and promising on sound data may initially appear inappropriate, but is one that builds credibility with customers. Some common intuitive responses of Camp One and the counter-intuitive solutions of Camp Two are explored.
Number of pages: 11
Price for ASQ Members: $5.00
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