Susan, president of MOTO, Inc., a human resources management fi rm, is refl ecting on the client management soft ware system her organization purchased four years ago. At that time, the fi rm had just gone through a major growth spurt, and the mixture of automated and manual procedures that had been used to manage client accounts became unwieldy. Susan and Nancy, her IS department head, researched and selected the package that is currently used. Susan had heard about the soft ware at a professional conference she attended, and, at least initially, it worked fairly well for the fi rm. Some of their procedures had to change to fi t the package, but they expected that and were prepared for it. Since that time, MOTO, Inc., has continued to grow, not only through an expansion of the client base but also through the acquisition of several smaller employment-related businesses. MOTO, Inc., is a much diff erent business than it was four years ago. Along with expanding to off er more diversifi ed human resources management services, the fi rm’s support staff has also expanded. Susan and Nancy are particularly proud of the IS department they have built up over the years. Using strong ties with a local university, an attractive compensation package, and a good working environment, the IS department is well staff ed with competent, innovative people, plus a steady stream of college interns that keeps the department fresh and lively. One of the IS teams pioneered the use of the Internet to off er MOTO’s services to a whole new market segment, an experiment that has proved very successful. It seems clear that a major change is needed in the client-management soft ware, and Susan has already begun to plan fi nancially to undertake such a project. Th is soft ware is a central part of MOTO’s operations, and Susan wants to be sure that a high-quality system is obtained this time. She knows that the vendor of their current system has made some revisions and additions to its product line. A number of other Minicases 279 soft ware vendors also off er products that may be suitable. Some of these vendors did not exist when the purchase was made four years ago. Susan is also considering Nancy’s suggestion that the IS department develop a custom soft ware application. a. Outline the issues that Susan should consider that