. Why does the classic waterfall project planning model fail in this situation? What is it about the IT department’s processes that leads to their finished systems being rejected constantly? “This isn’t what I need!” objected the admissions officer at Northwest Regional Hospital.

Judy sighed, “But this is the software you asked us to create for you.”

“I don’t care what I said at the time, this system won’t work for us the way you have it set up. You’ll have to fix it.”

“But any fixes are going to set this project back at least four months,” Judy warned. “Why don’t you work with it for a while and get used to the features? I’m sure you’ll find that it works fine.”

Judy’s attempt at reassurance just set off an even more negative response from the admissions officer:

“Look, we needed the registration screens in a different format. I can’t read this one. And on top of that, it’s missing the insurance check function.”

“But you didn’t ask for any of those features last April when we developed the specifications for the system.”