Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!

Index

Acceptance testing teams, 137-138, 182

Action plan, 4, 190, 191-204

Albrecht, Karl, 205

Assumptions, xxi, 1, 79-81, 194, 197

Axtell, Roger E., 61

Barker, Joel Arthur, 140, 205

Billing system, 93-97, 113

Bob, assistant vice president, 42

BOC naming lesson, 32-35

Brainstorming, 96, 164, 191

Brightman, Harvey J., 81, 88, 205

Brooks, Frederick P., Jr., 71, 76, 156, 157, 174, 205

Burned by IS, 39

Business factors, 90, 94

Buy-in, 45, 46, 48

Canyon conference table, 40

Categories:

of descriptions, 69-70

of questions, 90-92

Chair lift, 143-144, 154, 156

Champy, James, 103, 206

Charlie, customer division manager, 39-41, 72-73, 184-186

Checkpoint assessments, 139, 178

Cialdini, Robert B., 140-141, 206

Clarification:

of customer perceptions, 121