Whose Responsibility is Quality Assurance?

A client of mine asked her vendor to make a fix to their database. After making the fix, the vendor sent an email with the following:

"This has been corrected BUT this could have changed some other already established rules (that I don't remember) so please check this carefully."

Hold on a second. If the vendor makes a change to their program, is it my client's responsiblity to make sure that change didn't break something else?

This is actually a very common complaint I get from clients and potential clients. Something along the lines of "Every time the vendor makes a change, they break something else."

How would you respond? What can the customer do to hold the vendor more accountable for the changes they are making?

About Wes Trochlil

For a quarter century, Wes has worked in and with dozens of associations and membership organizations throughout the US, ranging in size from zero staff (all-volunteer) to over 700. In that time Wes has provided a range of consulting services, from general consulting on data management issues to full-scale, association-wide selection and implementation of association management systems.

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