In this chapter, we introduce you to another powerful project management tool that we have developed and refined over many years . Our approach to modeling your clients ' quality expectations is probably the most radical of all our techniques (see Figure 10.1). You will need to take some time here.
Figure 10.1. Define quality requirements
The tool we use was developed from the quality function deployment (QFD) approach pioneered by Yoki Akao (1990).