> The tension is fundamental and comes from a perfectly reasonable desire to know how much things will cost, how long things will take and what they will get at

> The tension is fundamental and comes from a perfectly reasonable desire to know how much things will cost, how long things will take and what they will get at the end. Then they should buy their software off the shelf and resist the desire to customise it. For most enterprises building their own software makes about as much sense as building their own vehicle fleet.