Professional Documents
Culture Documents
John C Goodpasture
Square Peg Consulting
www.sqpegconsulting.com
johngoodpasture.com
Customer Satisfaction
+
Quadrant Upper Left Quadrant Upper Right
Latent Requirements Customer Delight
- Product Functionality +
-
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Customer Dissatisfaction 5
Everything loses panache over time!
Customer Satisfaction
Ah = “ah-hah!”
Ah decay to In or M
+
MIB decay to
M or In
In = Indifferent axis
Product Functionality +
M = “must be present”
MIB = More is
Better
-
Customer Dissatisfaction
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The sweet spot for agile is the ‘ah-hah!’ quadrant
• Propose benefits at
milestones
– Who’s in the
community of
beneficiaries?
– What’s their value
proposition?
– Show value roll-out at
milestones
• Remember: satisfying
the customer is more
important than
following a plan
• Visit www.sqpegconsulting.com/library.html
for free articles
• Search allpm.com & pmi.org for my articles
• Read my opinions at johngoodpasture.com
• And, look for my new book in January 2010
“Project Management the Agile Way -- Making It
Work In the Enterprise”
Today’s Guest
John Goodpasture, PMP
Program manager, system engineer,
author and coach
Managing Principal of
Square Peg Consulting
John specializes in applying technology
across a broad spectrum to achieve
business goals.
www.sqpegconsulting.com
Author of
Quantitative Methods in Project Management (2004)
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