Captiva Conglomerate Case
There are several facts at play. First, there are two systems being supplied. Both are overdue, one by four months and the other by ten months. The manager who uses the system is not able to adequately elaborate in the English language what the problem is, just a generic statement of "It's a disaster" and "My people can't use it." Apparently, the problem relates to something about the usability of the system, that is too complex for the average user. There pricing issues and problems with the budget -- these issues are not elaborated on very well either. So there is a general sense of dissatisfaction, details about this are sketchy, and the sense is that there is no means by which the company can address these issues. It does not sound like anybody has actually talked to the supplier.
Major Problem
The major problem is that the people within the company are dissatisfied with the work of the software contractor. While their complaints lack specificity, they seem to revolve around missed deadlines, the project going over budget, and intended users struggling to learn the software. Ultimately, the major problem is communication. The statement of work was put together by multiple people. Given how poor the communication at this meeting is, it would not surprise if the specs provided to the contractor were of poor quality. That said, there has been no indication of communication between the company and the contractor. There needs to be, if these issues are to be raised and addressed.
III. Possible Solutions
There are many courses of action, but only one reasonable solution. The company could sue, as Al has suggested, but litigation as a first option is never a smart plan. Furthermore,...
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References: Brinlee, D., MRP inventory management, Inventory Management, http://www.askdeb.com/inventory-management/mrp / last accessed on February 7, 2012 Heathfield, S.M., How to change your culture: organizational culture change, About.com, http://humanresources.about.com/od/organizationalculture/a/culture_change.htm last accessed on February 7, 2012 Johnson, R.W., Phased retirement and workplace flexibility for older adults: opportunities and challenges, Focus on Workplace Flexibility, http://workplaceflexibility.org/images/uploads/program_papers/johnson_-_phased_retirement_and_workplace_flexibility.pdf last accessed on February 7, 2012 Reh, F.J., Managing change: managing people's fear, About.com, http://management.about.com/cs/people/a/MngChng092302.htm last accessed on February 7, 2012 2010, ERP
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