CHAPTER 18Communication and Beyond
Effective communication in new development projects is important, and it is made slightly easier because of the fact that the project is delivering a tangible product. Maintenance, on the other hand, delivers an intangible service, which makes effective communication even more important. The customer of a project wants to know the project status and to be assured that the delivery dates are met at the agreed-upon cost. But customers of maintenance want more. They want:
• Assurances that production systems are stable and available for business purposes
• Assurances that the maintenance team is diligently working on a problem if it is not resolved immediately
• Assurances that Service Level Agreement (SLA) ...
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