Preface

Customers cannot correct their mileage online, so they spend time on the phone and advisers make the changes manually. This book follows two such requests through the people who operate, change, fund and govern an insurer. What should be a relatively small system change remains unfinished for years.

In this book, “alignment” means the recurring work of obtaining a result across divided authority and unresolved priorities. The book concerns organisational design in software-dependent companies.

This insurer is fictional. So are the other client businesses in the story…