Software under the Microscope
http://www.system-concepts.com/articles/article0099.html

System Concepts
2005

Abstract:

Large companies have a big appetite for off-the-shelf software. For years these companies have suffered the effects of poor software--reduced productivity, increased user support from help desks, increased training costs, increased user stress and frustration. Now they have decided to put this software under the microscope to see if it comes up to scratch. Andrea Caws puts on a lab coat and finds out more.