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What Are The Most Common Problems Seen D... > A Vendor-Centric Worldview - Pg. 275

Perilous Outsorcery · Chapter 7 275 created the necessary tool and offered to help because they were not hampered by a formal relationship, leaving everyone puzzled as to what to expect next, and what needed to be changed in the contracts as a result of learning this lesson. A Vendor-Centric Worldview "We can't do that: it would compromise our ability to meet SLAs." Further examples from Harley of inability to understand customer requirements based on a customer-centric view of what constitutes a problem include: A service provider refusing to use beta definitions for a mass mailer during a major mail-storm because any problems with the definitions update would lay them open to penalty clauses for other performance shortfalls.This clearly prioritizes the convenience and profit of the vendor over the primary functionality of the service, and could have been avoided by a clearer "exception negotiation" mechanism. A service provider unable to appreciate that a standard feature of their service creates problems for the customer (e.g., the generation of automatic alerts to the apparent sender of a virus-infected message). Overestimation of a Vendor's Competence Once the choice is made, the customer has invested more than cash into the transaction.