Transform customer expectations to requirements

Customer expectations must be "teased" out and transformed into customer requirements for new products because projects cannot succeed in meeting vague and unexpressed expectations and undefined specifications that typically follow. The quality function deployment tool is useful in transforming expectations to specifications. But the essence of the process is the will and determination of the project manager to educate and be educated by the customer in the initial concept phase of the project.

After they are developed, customer requirements are typically embodied in a scope of work statement, or other documentation of the customer's performance and functional standards. Detailed system specifications—derived from customer standards—then serve as the basis for development of the prototype with the customer.

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