ABSTRACT
Most well-run organizations have turned their mainframe into a data repository and given the tools to the business units to query and report in any format they choose. The time it takes to custom develop software, eliminate backlogged projects, and respond to customer complaints should be decreasing, but because of increasing user demands, this is not always the case. The techniques presented were developed by an information systems (IS) consultant and can be successfully used by either in-house IS departments or contractors. Establishing a line of communication and keeping it open, even in the face of possible conflict, is the critical key to a successful client relationship. When setting out to complete a project for a client, many consultants and IS departments follow a process that includes: contracting, diagnosing the problem, and providing feedback.
