This from “Joel on Software“:

“One of the hallmarks of a broken system is when there’s just no possible way that the programmer who is writing code that talks to customers can ever get feedback from those customers about bugs, because the call center is outsourced to a different company than the software development project is outsourced to. Everyone is trying their hardest to do their job but management has set it up so that it’s impossible.”

This is more and more normal these days, and we all know the trouble with normal…