You did a great job outlining the issues companies face when determining what type of solution to embrace, as well as the benefits to be reaped when the “right” solution is implemented. My experience in IT closely follows what you describe in the chapter. The majority of the time I have worked on custom solutions. The engagements enjoying the most success where those following the steps you outline. Without truly engaging everyone in the organization in the decision making and discovery process, you end up with a less effective solution, never really embraced by those who need it most. I have been happy to see more organizations providing off the shelf solutions, allowing much more customization.