What ever happened to Tandem and NonStop OS 2003

Yep, luck...

The problem was the manager's interpretation of what the customer wanted differed what the customer actually wanted. Now, I deal with managers and customers on a more equal footing.

As stated earlier, it took 15 years. And now for the past 10 I deal with the customer face-to-face. Familiarity has its advantages.

I hear you, but the point is that you can change the odds, even if they never get close to one or even 50-50. I'll take 15% over 10% due to a change in behavior any day.

Actually it might be. Why did the customer hire you if he didn't need you?

But you already said that a customer might not know what he wants. Sure extra time training him shouldn't cost you, rather him! But if you want a satisfied customer then the training he pays for might have to come from you.

I've seen it. Thank God we have enough common sense floating around our customer environment that a nit-picking nut usually get weeded out from within.

Good, do you have a process improvement set of procedures? I don't want to sound all TQM and the like, just curious. I'm amazed at how much of TQM in America is simply tossed aside as wanking BS. Where elsewhere the bad parts are viewed as challenges for improvement and improved.

That tends not how the world functions I agree, but I don't want to be the reason that it gets done next month.

No, it sounds good. I wasn't trying to claim you or anyone was wrong, merely making suggestions. If what you do works, then who can claim otherwise?

Eric