Comment by pjc50
2 years ago
This sinks so many "business transformation" projects, especially in the public sector. An organization contains explicit knowledge, which is written down in its processes, and tacit knowledge, which isn't, and may not be known to managers! But when converting a business to software the tacit knowledge, critical to the functioning of the business, gets lost.
It’s also because developing cancellations cost money, and they don’t like spending, so they “forget” some details.