Datasheet

6 ■ Optimize Quality for Business Outcomes
The whole process begins when somebody needs something —
in this case a means of transport (the product) — and expresses
an expectation (the requirement).
The contractor asks no questions because he has a picture in his
mind of what the customer wants. Now, the contractor has
made an assumption without checking with the customer.
We’re clearly missing some communication — a requirement
proof point here.
The building process starts and soon, the contractor hands the
product over to the customer for acceptance.
During the acceptance phase, the customer rejects the product
because important features are missing, and more require-
ments are added. Instead of starting from scratch, the devel-
oper tries to incorporate the new features into the existing
construction.
MQM.book Page 6 Wednesday, May 7, 2008 11:29 AM