How can Bradley manage a systems development process that no longer has fixed or constant business processes as part of its goal set? Is there a way for Rachael to manage specification and control maintenance costs when programmers are constantly asked to tinker with isolated parts of a large program? Keep in mind that an important goal is to provide good support for the users’ needs and the organization’s business strategies.

“They want the core of the customer service representative’s user interface to be radically reprogrammed again!” says Bradley Vargo, the information systems development director at C-Shore Mutual Funds. “Only eight months ago, we completed a two-year development project of the Customer Service Representative System, CSR. During that entire project, we endured a parade of moving requirements. Every month, those guys in the Marketing Department would invent some competitive new customer service feature, and within a week, the CSR group would be down here with vast changes to the CSR System specifications. I thought we’d never finish that project! Now it looks as if we will have to start a new reprogramming project on a system less than a year old. We had forecast this system for a seven-year life span! Now I think it may be going into eternal reconstruction.”