This brilliant gem comes from Calculated Risk:
…consultants call it “inward-directed management”–that “customers” are “problems” to be “solved” by reference to the company’s internal policies and procedures, not the customer’s actual needs or situation.
The quote is in reference to Countrywide Financial Corporation erroneously “recreating” a Notice of Default (NOD) to a customer under the protection of bankruptcy proceedings.
I attribute most of my success as a software design consultant to my ability to help customers determine what their actual needs are, and implementing any resulting application congruent with their needs, not mine.
