I found a good piece of information about customer representation onwww.projectsmart.com. In its clear and concise words, it is important to keep the whole process client motivated, and eventual possession of the project must rest with the business. You must guarantee you have enough user reserve to drive the project forward. If this is not available, you should stop the development. Follow a relaxed approach with the user group. This requires regular communication and ‘telling it like it is’.
Common Mistakes
- Inadequate resources made available.
- User representative made available part-time.
- Underestimating the amount of user input needed during ALL stages of the project.
- Business input does not end with a User Requirements Specification.
As the project moves into the design, development and user pilot stages, considerable and continuing business input is needed to define requirements at a much lower level of detail and to answer the many questions that arise.
It is a warning sign when users are not a willing part of the project team.
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