4.11. Demand from a customer perspective
The demand management process described in this chapter should result in an up-to-date pipeline of customer demand, in which customers are aware of the status of their ideas and requests (e.g. pending approval or on hold), in much the same way as customers in the business world are aware of the status of their orders (e.g. in progress or shipped). This compares with the current situation in most companies in which customer demand – when it actually exists – is characterized by a black hole from which it is very difficult to extract information between the time a request is made and the time someone gets back to you much later on.
Proper management of demand in terms of timeliness (status feedback on a weekly basis, decisions on a weekly to monthly basis) and rational scoring (based on costs, benefits and risk) should normally encourage customers to feed their ideas into this type of demand chain, since they know they will be objectively processed.
Get IT Success!: Towards a New Model for Information Technology now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
