
118 • Program Management in Defense and High Tech Environments
if, they are negligent on this item. If you formally document, through a
contract letter, a deciency on the customer’s part, you better be ready for
greater scrutiny in the future. us, you are playing withre.
Of course, sometimes it is necessary to formalize your complaint about
missing information or delayed customer action, but the process that has
worked for me is a gradual escalation of the issue:
1. Verbal request—maybe a couple or a few times (friendly tone)
2. E-mail request—again, more than once (more friendly tone)
3. Entry of the need into the progress report (