As your team reads through the customer measures of success, take the opportunity to notice if some key area has been left out, particularly one that could impact customer satisfaction. That is a common mistake. Take advantage of the breadth of your project team to identify those missing measures. For example, ask yourself, “What do we need to deliver to the customer beyond the device itself?” Nontechnical issues that impact customer satisfaction are often overlooked. Did you remember to include success criteria related to customer service? Warranty coverage? Installation experience? Sales
...more
