Define Customer Value (Process Notes 3.9)

Define the customer value by asking the customer to look at the requirement from two points of view:

• Customer Satisfaction: "How happy will you be (on a scale from 0 to 5) if I give you a solution that satisfies the fit criteria for the requirement?"

• Customer Dissatisfaction: "How unhappy will you be (on a scale from 0 to 5) if I do not give you a solution that satisfies the fit criteria for the requirement?"

Your aim is to understand the customer's real priorities and to guide the customer in communicating which issues are of greatest importance to him. The aim is to have some rational basis for making choices about which/ when/whether to implement requirements.

Use the same procedure when you have several different groups of customers, each with a different set of priorities. Your aim is to discover and record the different priorities so that you can make reasoned choices and trade-offs.