Who is the Customer?
We like to think of the customer as the recipient of the finished product or service. While this is true, there are likely other customers as determined through the analysis of interested parties, i.e. suppliers, employees, stockholders, competitors, regulators, neighbors, governments and special interest groups.
What Does the Customer Really Need?
It’s imperative, then, that the requirements of all interested parties are considered during the design stage, to ensure that they are validated. Failure to do so can lead to producing the wrong product or providing the wrong service.
Keep the Customer Involved
The organization needs to ensure that project scope, objectives and goals are understood, clear, measurable and periodically reviewed with all customers, as appropriate, to stay on track.