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RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
RE09: Customer Involvement in RE
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RE09: Customer Involvement in RE

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  • 1. Customer Involvement in Requirements Management: Lessons from Mass Market Software Development Jaap Kabbedijk, Sjaak Brinkkemper, Slinger Jansen Utrecht University, the Netherlands Bas van der Veldt AFAS, the Netherlands
  • 2. Outline
    • Introduction
    • Customer Involvement Methods
    • From Product Development Request to Requirement
    • Lessons Learned
    • Conclusion
  • 3. Introduction: Customer Involvement
    • Customer Involvement is a success factor in software industry (Powell, 1995)
    • Customer is often ignored
    • There is a need for an adequate method to involve customers
  • 4. Case Study
    • AFAS (ErpComp)
    • ERP software manufacturer in the Netherlands
    • Bookkeeping products for small and medium enterprises
    • Over 10.000 customers
    • About 15.000 feature requests annually
    • Use of interviews and artifacts resulting from CPSs
  • 5. Customer Involvement Factory PDR = Product Development Request
  • 6. Customer Involvement Methods
    • Design for customers
    • A product development approach where products are designed on behalf of the customers.
    • Data: Incident reports
    • Design with customers
    • Enables customers to react to different proposed design solutions .
    • Data: Idea feedback
    • Design by customers
    • A product development approach where customers are actively involved in the design of their own product.
    • Data: Suggestions
    • Based on: M. A. Kaulio. Customer, consumer and user involvement in product development: A framework and a review of selected methods. Total Quality Management , 9:141–149, 1998.
  • 7. Involvement through Incident reports
    • Reports of questions, complaints or bugs
    • Approximately 60.000 reports per year
    • Handled by helpdesk and consultancy
    • 85% can be solved by referring to the manual
    • 15% is a bug or shortcoming
  • 8. Involvement through Idea feedback
    • Theatre setting with 10 to 50 customer representatives
    • Moderator (CEO or product manager) presents PDRs
    • Customers are asked to give their opinion by electronic voting
    • PDRs are accepted or rejected on the spot
    • Fast feedback
    • Electronic voting: no pollution of social process
  • 9. Customer Participation Session (CPS)
  • 10. Involvement through Idea feedback
    • Theatre setting with 10 to 50 customer representatives
    • Moderator (CEO or product manager) presents PDRs
    • Customers are asked to give their opinion by electronic voting
    • PDRs are accepted or rejected on the spot
    • Fast feedback
    • Electronic voting: no pollution of social process
  • 11. Involvement through Suggestions
    • Same theatre setting
    • Every customer can name a suggestion
    • All suggestions are voted about by raising hands
    • Rejection is done on the spot
    • Everybody gets a turn
    • Social pressure
  • 12. From PDR to Requirement
    • Similarity
    • To be merged, grouped or linked
    • Complexity
    • To be split in multiple new PDRs
    • Ambiguity
    • To be explained by issuer
    • Completeness
    • To be sent back to issuer for completion
    • Feasibility
    • To be accepted or rejected
    About 15.000 PDRs/year; for 3 PMs: 25-30 PDRs/day
  • 13. Feasibility Analysis
    • PDRs are rated on several criteria
      • Market enlargement
      • Add unique selling point
      • Requirement of certain expertise
    • Scores between 1 and 5
    • Also negative effects
    • Scores are relative
  • 14. Customer Involvement Factory
  • 15. Lessons in Customer Involvement
    • Organize CPSs in all phases of the software life cycle
    • Responsible product manager should be present at the CPS.
    • There is no minimum number of participants for a CPS, there is however a maximum
    • Give customers feedback afterwards about their suggested requirements
    • Focus on interactivity
    • Actively manage PDRs
  • 16. Conclusion
    • Customer involvement in requirements gathering does benefit a product software company
    • Discipline in managing the PDRs is very important in a large scale requirements environment
  • 17. Questions?

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