This article goes through the front-end part of the discussion... If you don't know what your tools can do, if you're not using the capabilities of your tools,

This article goes through the front-end part of the discussion... If you don't know what your tools can do, if you're not using the capabilities of your tools, if you're not fully using your tools, if you're measuring the wrong activities, then you can end up with confusion and mayhem (bad data, manual processes) and might well get yourself sold on big and expensive migrations. Know your ERP tool. But not so much with the back-end stuff... Around why nobody noticed that the tool made this difficult, what could be done to detect the bad (default) data input, what processes are in place within or around the ERP tool, and why the feedback and the manual processes got deployed. That same "every ship date is the default" setting and it's screwing manufacturing and delivery and satisfaction should have stood out somewhere. Which makes me wonder what other parts of this ERP or this corporate entity might be misfiring. Knowing about and fixing the error is nice. Avoiding a repeat is even nicer. And while this article is about an ERP tool, most (all?) of us have witnessed the same myopia around bug tracking systems and any number of similar large-scale running-your-business tools. Even with compilers.