All this IT stuff fails, needs to be replaced, repaired, or adapted to a new situation. The best solutions, whatever the methodology and avenue of implementati

All this IT stuff fails, needs to be replaced, repaired, or adapted to a new situation. The best solutions, whatever the methodology and avenue of implementation, are made better when the builders "live below the dam." The incentive to build the best dam is when the party responsible must live below the dam. The best metric is customer retention. Directors of customer support need to be on the phone with escalations, not just watching metrics. There's a leak? Take the complaints. Embrace the hate. Fix the damn dam.