This is one of those books that brings clear understanding to a well known but poorly understood subject. Why is it so hard to get IT projects to run well and deliver on time and budget? This book brings the much needed clarity, full of ah-ha! moments. It does the rare thing of explaining the thinking of the “other side” (tech coders) to show non coders that they really are trying their best for your project and why blaming them is a mistake. It’s entertainingly written and I’ve finished with a far better understanding on how to approach these projects in future. It should be required reading for management training courses and indeed for anyone who works in an organisation that uses IT and develops its own website or systems, especially if those have anything to do with customers.