Tuesday, 5 November – 8:30-17:00 Full day – Convention Ctr - Room 306

13 Patterns for Customer Interaction and Expectation Management

Linda Rising
Independent, risingl@acm.org
William Opdyke
North Central College, Illinois, U.S., opdyke@noctrl.edu
Terry Fujino
InArcadia, pv@inarcadia.co.jp
Tina Nakatani
Wakayama University, Japan, tina@s-lagoon.co.jp,
Masao Tomono
Exa Corp., mtomono@acm.org
David DeLano
OTI, delanod@acm.org

For companies to survive, they must satisfy the needs of their customers. Insights into understanding and managing customer expectations come through experience and patterns are a great means for capturing and leveraging these insights.

This goal of this workshop is to expand on previously published patterns for customer interaction by Linda Rising and continued at ChiliPLoP 2002. A pattern language for Customer Interaction and Expectation Management will be the end product. This pattern language should be useful for both object-oriented developers and management. eXtreme Programming and other agile approaches stress the importance of a close working relationship with the customer. Preferably, the customer should be on-site and receive releases often to build a trusting relationship between the development team and the customer representative. Like many good guidelines, this one from the agile community needs fleshing out, especially for some developers who have no history of working closely with customers.

Workshop URL: http://www.lindarising.org.