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RE: [xml-dev] Re: determining ID-ness in XML
- From: "Bullard, Claude L (Len)" <email@example.com>
- To: John Cowan <firstname.lastname@example.org>
- Date: Fri, 02 Nov 2001 13:42:57 -0600
We have different levels of change here. For example, there
are bug fixes that get logged as Trouble Reports (TRs)
and there are CRs (Change Requests) for new features
not contracted for. We have to find a middle ground
between satisfying only one customer given limited resources,
or trying to satisfy everyone and go out of business.
TRs we fix once we can prove it is indeed, a replicable
bug. Every customer thinks they are the most important
customer, and to them, they are. This is why CRM
systems are important: communications needs support.
The customer does have an advocate in the form
of a Project Manager.
For CRs, we also have a CR$
(CR Dollar) system. Each paying customer gets access
to the CR list. Each customer gets a certain number
of these CR dollars based on a formula. Periodically,
they post these as a vote against the list. They can
spread them out over a lot of requests, or vote them
all to one. We count these from all customers and
prioritize accordingly. This works remarkably well
and our customers are very pleased with it.
But we are not selling shrinkwrap. My guess is,
the rules change for that, but wouldn't it be interesting
if a company such as MS posted such a list and allowed
customers to vote their CR$.
Don't get me wrong. We have problems with MS, but
when we compare them to other problems such as
sustainment costs of core technology, the relationship
is more than beneficial to our business. And I would
not be surprised to see the operating system become
an ever smaller and therefore "openable" part of the
MS architecture. They have surprised us before.
I was once told by very knowledgeable parties that
MS would do markup just after hell thawed from
the last freezing. They do have a pretty good
learning curve. Sit down and do the numbers on
SQLServer costs vs its nearest competitors sometime.
At least MS understands that it is to their
benefit to keep us in business and not license
From: John Cowan [mailto:email@example.com]
Sent: Friday, November 02, 2001 1:30 PM
To: Bullard, Claude L (Len)
Cc: Champion, Mike; firstname.lastname@example.org
Subject: Re: [xml-dev] Re: determining ID-ness in XML
Bullard, Claude L (Len) wrote:
> Open source can and does work as you describe. Good
> point, John. The rights I get out of a maintenance
> contract depend on negotiation, money's offered, etc.
> All software companies do not act exactly the same
Granted. I should have said "vendors of mass-market
software": the contracts-of-adhesion type.
> One can turn the open source
> argument on its head though and say that if a
> company has a sizable user base, that user base
> can and does often act in concert or small groups
> to get a BigCo to make changes
Been there, done that too. It was just amazing, what
happened in the (Xerox) Star User's Group when I
announced the first (open-source, though I didn't
know the term then) software ever available for Star
other than from Xerox. Before then, the user group's
mood had been basically "How the @#$* can we make
Xerox reprioritize our bug list?" All of a sudden,
it was "Can you write some software to do what we
want?" I never got more applause for a speech in
> and that getting
> someone to keep their promises is the same
> problem regardless of the software source.
Not really. In one case, there *are* promises
if you pay to arrange for them; in
the other, the only promise is "AS IS, NO WARRANTY,
MAY RUIN YOUR COMPUTER, PROBABLY WON'T EVEN TOAST
BREAD" in insulting capital letters. (Yes, I know
why caps have to be used.)