Project Management

Project Communication and Documentation 217

customer or user input. The VoC approach uses interview-

ing techniques to better understand what the customer

wishes and desires or to solicit input on opinions, percep-

tions, and preferences. Figure 11-3 shows an example of

a simple VoC questionnaire. You may or may not choose

to use this specific approach. However, the results of any

meetings or interviews with customers or user groups

What would you like to have in a _____________________________?

What concerns would you like to share?

What comments or recommendations do you have for improvement?

Why did you mention ______________________________________?

Why is this ________________________________ important to you?

What does that __________________________________ do for you?

What problems do you have with _____________________________?

What works well about _____________________________________?

What doesn’t work well about _______________________________?

What would work better than this ____________________________?

What is missing in the ______________________________________?

If you were to design/redesign the ___________________, describe its

features, performance, __________________, ___________________.

Figure 11-3. Sample Voice of the Customer questionnaire

Project
Requirements
Document

Project

Definition

Document

Project

Proposal

Project

Charter

To

Planning

Phase

Voice of the

Customer

Analysis or

Market

Analysis

Statement of

Work

Preliminary

Project

Execution

Plan

Business Case

or Business

Proposition

Figure 11-2 Key documents of the project initiation phase