How Unstated Customer Needs May Drive Innovation
SEI Webinar: How Unstated Customer Needs May Drive Innovation
Robert W. Stoddard II Ira A. Monarch Dennis R. Goldenson
December 3, 2009
? 2009 Carnegie Mellon University
The Co-Authors
Robert Stoddard DFSS, VoC SEI SEMA
Ira Monarch Text Analysis SEI ASP
Dennis Goldenson Group Collaboration SEI SEMA
Polling Question 1
How did you hear about this webinar?
1. Email invitation from the SEI 2. SEI Website 3. Website with webinar calendar (ie webinar-) 4. Social Media site ( LinkedIn, Twitter) 5. Other
Today's Talk
The Problem Our Solution
? Voice of the Customer (KJ, Kano) ? Text analysis ? Collaborative processes & tools
The Work thus far What's Next?
SEI Webinar: How Unstated Customer Needs
May Drive Innovation
10
3 December 2009
? 2009 Carnegie Mellon University
The Problem: A Requirements Crisis?
It's not a crisis when the issues have been endemic for many decades...
? Multiple Stakeholders ? Stovepiped, organizational boundaries ? Conflicting goals & objectives ? Poorly articulated needs ? Unstated requirements ? Insufficient V&V criteria throughout the life cycle
Exacerbated by:
? Unprecedented, complex systems ? Systems of Systems ? Long-lived systems with changing user needs & system requirements
SEI Webinar: How Unstated Customer Needs
May Drive Innovation
11
3 December 2009
? 2009 Carnegie Mellon University
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