When key developers have never been to the gemba, inevitably they will make unfortunate assumptions about what the customer needs, or how the customer will use the software. Often this will result in a system that is overburdened with features (just in case they are ever necessary) and is overdesigned for unnecessary performance.
- Chapter 11. Understanding Customer Needs: Software QFD and the Voice of the Customer
- from Design for Trustworthy Software: Tools, Techniques, and Methodology of Developing Robust Software
- Publisher: Prentice Hall
- Released: August 2006
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