The inaugural "ShopTalk" column ("Hell Is Not a Night Club," February 2007) outlined a process that, if diligently adhered to, greatly reduces the risks inherent in acquiring mission-critical, third-party software components. The process includes steps such as issuing an RFP, visiting vendors, and talking with references, which most carriers implement when undertaking a software search and evaluation. But these steps in and of themselves are inadequate risk mitigators for such a critical decision for the following reasons:
o The results rely exclusively on what people say, not on what people do.
o The greatest risk mitigator is observed, measurable performance–both for software and for the people who support and customize the software.
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