Draft Documents for Client, Service Provider, and Company President
Draft Documents for Client, Service Provider, and Company President
Scenario 1
You are the technical manager of a large Internet design firm (100+
employees). One of your primary responsibilities is to manage a team of
developers. Your unit's primary goal is to build and deliver custom web
applications and to update client websites. Due to the increase of
information delivery via company intranets, your company has grown has
grown considerably. About 8 months ago you hired a small start-up
company, MaintainU, to perform routine maintenance for clients’ websites
because you needed to focus more attention on the custom applications. SCENARIO 1 You are the technical manager of a large Internet design firm (100employees).
MaintainU does not interact with your clients and they work as sub-
contractors through your company. Your clients are not aware of this move
and for now, you and Nathan Elder, your company president, want to keep it
this way.
The last several months you have had problems with MaintainU not paying
attention to version dates. They have, on several occasions, made changes
requested by clients, but they also uploaded old pages to the site. Having
dealt with a number of complaints, the most recent two weeks ago, you had
a long conversation with Jason Hughes, the president of MaintainU, that
mistakes are not acceptable.
Now, this morning, you receive an angry call from a client, Sheila Links at
Gateway Industries, because an executive that was fired two months ago has
been added back to the executive page. Gateway Industries was one of the
first clients your firm ever signed. While the client is on the phone, the
mistake is corrected, and you end up setting up a meeting for lunch next
week.
For the first 6 months or so, the relationship with MaintainU was great. At
this point, you're uncertain if you want to continue the relationship, but at
the same time, you cannot afford to bring maintenance work back in-house.
Apparently, the phone call to Jason wasn’t enough.
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