View Single Post
  #11  
Old 07-04-2017, 03:09 AM
Mangetout Mangetout is online now
Charter Member
 
Join Date: May 2001
Location: England
Posts: 56,738
I don't know the name for it, but most often when I encounter it, it's the result of poorly defined expectations.

For example: I had a project where the objective was 'improve performance and reliability of printing'. No metrics were set other than "look how awful it is! Make it better! Quickly!".
I made it better (quite a lot better, actually), but because we live in the real world, it still wasn't perfect.
So the feedback/perception from the customer was "Still not perfect, therefore things are not getting better - and therefore your service to us is worse" - objectively wrong, but there was no baseline or defined target.