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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)

Abstract

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.

Keywords

Customer Satisfaction Improvement Goal Improve Customer Satisfaction Rapid Application Development Measure Customer Satisfaction 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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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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