search query: @author Globerson, S. / total: 6
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| Author: | Globerson, S. |
| Title: | Discrepancies between customer expectations and product configuration |
| Journal: | International Journal of Project Management
1997 : AUG, VOL. 15:4, p. 199-203 |
| Index terms: | CUSTOMERS CONSUMER EXPECTATIONS PRODUCTS TECHNOLOGY |
| Language: | eng |
| Abstract: | Projects are undertaken in response to customer needs. A customer has many features in mind when considering a new product or service. The more closely the product fits the customer's expectations, the higher the probability of completing the project successfully. The objective of this article is to discuss potential sources of discrepancies btw. customer expectation, designer understanding, and final product configuration. The sources of ambiguity and uncertainty are analyzed. An interesting finding is that when faced with a vague product specification, designers tend to agree in their selection of configuration requirements even when the customer has made no explicit statement about the configuration commonly selected. |
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