1202 How to overcome repeating serious troubles

Abstract

Our business is to develop and operate mission-critical systems for financial institutions. In December 2006 and January 2007, we repeatedly experienced serious troubles in a project. As a result, the client lost confidence in our performance, and the client itself nearly lost its customer's faith. In order to overcome the troubled situation, we implemented measures for improving systems and operations quality. We also had sessions with external consultants to change the organization's existing business culture. Although these are ongoing measures, we have achieved some good results, which are explained in this paper.