IT Success!: Towards a New Model for Information Technology

3.4. When standard client–vendor relationships are possible

In general, a standard contractual client–vendor relationship for a process becomes feasible when you, as a customer, can toss a specifications document to a vendor and basically say 'please do this for me', get a quote and a delivery date, and then walk away (management and co-ordination notwithstanding). This would be possible under the following conditions:

• It is relatively easy for you to visualize the outcome because it usually forms part of everyday life.

• The level of ambiguity in the 'specifications' (in the broad sense of the term, i.e. for building a product or for running a service) is low. For example, a specification for a standard height bedroom of 20 sq m, with a minimum length or width of 4 m and south-facing windows is unambiguous; one for a 'light and airy bedroom capable of holding a double bed and a working space for a desk and PC' is not.

• The vendor can readily translate the specifications into costs and schedules (e.g. so much wood, or so many widgets at a given price, which will take so long to build and install).

• Your reasons for acquiring the product or service (and hence the underlying specifications) are fairly stable and there is little chance that you will change your mind once the vendor starts working.

• The level of joint expertise (see previous section) is low.

Typical examples are to be found in the construction industry, where easily visualizable results (houses, buildings...) and correspondingly ...