Rewrite in midium length. will take effort by both Maggie and IT to fix these problems. IT needs a better way to know what improvements are needed and then be able to complete these improvements. IT could hire a programmer who only works on the orientation system. If IT makes this change, the new programmer will need to spend time working with Maggie to learn what is needed and will also need to learn how the current system works. It could take a significant amount of Maggie's time to help this person learn about the orientation process, so she will need to be convinced that IT won't change their mind and re- assign the programmer to other projects. The skills needed to fix these problems are communication skills and project management skills. After Ryan meets with Maggie, he probably senses that she is frustrated about working with IT. It sounds like she has to do a lot of work to get IT interested in working on the orientation system and then has to wait while someone new figures out how the current system works. The fact that the developer always is pulled off to work on another project also has