Gathering advance customer information: enhancing customers´ partnerships

The authors describe the effort of Kingston Information Development to gather customers´ requirements to improve the conversion information provided for moving from previous versions of IBM´s VM operating system to a new version. The VM/XA SP Conversion Notebook was created to minimize the effect of this conversion, and the customers were questioned directly to understand what type of information was needed. Descriptions are given of the philosophy and approach, the requirements gathering sessions, draft evaluation, and follow-on activities