Quality of Service
Our commitment to our customers does not end with the release of our product into production. Customers have expectations of the level of service that they will receive as they use the product. If our service underperforms, our customers will be unhappy and will transfer to competitive services. But overperformance - gold plating - can also cause problems. If the service is better than our customers anticipate, it is unlikely we will add sufficient new customers to compensate for the additional cost of delivery.