Achieving customer satisfaction through requirements understanding

  • John Elliott
  • Peter Raynor-Smith
Session 7: Industrial Experiences, Part 2
Part of the Lecture Notes in Computer Science book series (LNCS, volume 1780)


Achieving and measuring customer satisfaction is a key aim in systems development. However, widespread customer satisfaction is not normally attained largely due to problems of inadequate ‘requirements understanding’. This lack of understanding is a function of a semantic gap that exists between customers and system developers while exploring requirements. What is required is a universal and non-technical customer-oriented process that supports the attainment of customer satisfaction through minimising any barriers to understanding. This paper describes a process improvement theme and a case study that has been directed towards better customer satisfaction through improved through-life requirements engineering and management. The case study examines the suitability and attributes of the ‘Dynamic Systems Development Method’ which was chosen as a candidate for evaluation as a customer-oriented process.


Customer Satisfaction Improvement Goal Improve Customer Satisfaction Rapid Application Development Measure Customer Satisfaction 
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Copyright information

© Springer-Verlag 2000

Authors and Affiliations

  • John Elliott
    • 1
  • Peter Raynor-Smith
    • 1
  1. 1.Systems and Software Engineering CentreDefence Evaluation and Research Agency (DERA)MALVERNUK

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