ABSTRACT
If the user changes the source code of an existing software package, and then relies on service and upgrades from the supplier, trouble can ensue —in fact, the supplier can void the contracted support. Without question, the best time to understand that source code needs to change is before the package is purchased, for example, when searching for a bolt-on. When the business process improvement (BPI) team has determined the required activities—which are then stated in terms of key requirements (must-have functional capabilities of the software that will perform the required activities)—and has compared them with the product offering (as discussed in Chapter 4), that is the time to determine if the source code needs to change. When the supplier with the closest match is selected and the total cost of the product is within expectation, discuss with the supplier any gaps that exist between the key requirements and suppliers software capabilities. Find out whether the supplier is willing to make the required customization and support the modified package. Oftentimes, the supplier will accommodate the request for two reasons: 1) the desire to make a sale, and 2) the possibility that the modifications requested may be used for other customers. An additional incentive is that the fee charged will cover the suppliers development costs. Any gaps discussed with the supplier should be documented, along with the assurance that the supplier will support the package with upgrades and service.
