Quality problem with a contractor--advice needed

[Brett -dot- Peruzzi -at- FDC-INVEST -dot- COM]

     Hi folks:

     I know there's a lot of contractors on this list, so I hope you'll be
     able to help me with a situation my company is dealing with right now.

     We engaged a contract tech writer through a local placement agency to
     do a 1 month contract that involved revising an existing procedure
     manual as well as creating some new procedures. The revisions went OK,
     but the new material was nowhere near detailed enough to be considered
     a complete and useful document.  The writer delivered the draft only a
     few days before the contract was up, so there was not sufficient time
     for it to be properly reviewed, much less revised by the writer.

     Now, the manager who engaged the writer doesn't want to pay the
     remaining bills to the agency for what he considers a virtually
     useless document. The agency said they have already paid the writer,
     and they can't afford to have more work done at their expense, but
     they can offer us another writer to finish the project if we're
     willing to pay.

     Please realize that I'm somewhat of an observer to all this. I offered
     to find a contractor for this area of the company since I did not have
     staff available for this project, but after the selection was made I
     had nothing to do with the management of the project.

     BTW, the project specifications were made quite clear to the
     writer--how many pages needed to be revised, what new processes needed
     to be documented, and sample procedures from the existing manual were
     available for review.

     Well, what do you think? What is the agency's obligation to us, and
     vice versa, and how do you think we can get this resolved?  I
     certainly have my own opinions, but I'm curious to hear what others
     have to say.

     Brett Peruzzi
     First Data Investor Services Group
     Boston, MA
     Brett -dot- Peruzzi -at- fdc-invest -dot- com

     **Still only speaking for myself, not my employer**

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