As a result of successful implementation of this process:

1. continuing communication with the customer is established;

2. agreed customer requirements are defined and base lined;

3. a change mechanism is established to evaluate and incorporate changes to customer requirements into the base lined requirements based on changing customer needs;

4. a mechanism is established for continuous monitoring of customer needs;

5. a mechanism is established for ensuring that customers can easily determine the status and disposition of their requests; and

6. changes arising from changing technology and customer needs are identified, the associated risks assessed and their impact managed.

NOTE 1: Requirements elicitation may involve the customer and the supplier.

NOTE 2: The agreed customer requirements and evaluation of any changes may be based on feasibility studies and/or cost and time analyses.

NOTE 3: An information management system may be needed to manage, store and reference any information gained and needed in defining agreed customer requirements.

NOTE 4: Any changes should be communicated to the customer before implementation in order that the impact, in terms of time, cost and functionality can be evaluated.

ENG.1.BP1: Obtain customer requirements and requests. Obtain and define customer requirements and requests through direct solicitation of customer input and through review of customer business proposals (where relevant), target operating and hardware environment, and other documents bearing on customer requirements. [Outcomes 1, 4]

NOTE 1: The information needed to keep traceability for each customer requirement has to be gathered and documented.

ENG.1.BP2: Understand customer expectations. Ensure that both supplier and customer understand each requirement in the same way. [Outcome 2]

NOTE 2: Review with customers their requirements and requests to better understand their needs and expectations. Refer to the process SUP.4 Joint Review.

ENG.1.BP3: Agree on requirements. Obtain an explicit agreement from all relevant parties to work to these requirements. [Outcome 2]

ENG.1.BP4: Establish customer requirements baseline. Formalize the customer's requirements and establish as a baseline for project use and monitoring against customer needs. The supplier should determine the requirements not stated by the customer but necessary for specified and intended use and include them in the baseline. [Outcomes 2, 3]

ENG.1.BP5: Manage customer requirements changes. Manage all changes made to the customer requirements against the customer requirements baseline to ensure enhancements resulting from changing technology and customer needs are identified and that those who are affected by the changes are able to assess the impact and risks and initiate appropriate change control and mitigation actions. [Outcomes 3, 6]

NOTE 3: Requirements change may arise from different sources as for instance changing technology and customer needs, legal constraints.

ENG.1.BP6: Establish customer-supplier query communication mechanism. Provide a means by which the customer can be aware of the status and disposition of their requirements changes and the supplier can have the ability to communicate necessary information, including data, in a customer-specified language and format. [Outcome 5]

NOTE 4: This may include joint meetings with the customer or formal communication to review the status for their requirements and requests; Refer to the process SUP.4 Joint Review.

13-00 Record [Outcomes: 4, 5]

13-04 Communication record [Outcomes: 1, 4]

13-21 Change control record [Outcomes: 3, 4]

15-01 Analysis report [Outcomes: 2, 3, 6]

08-19 Risk management plan [Outcome 6]

08-20 Risk mitigation plan [Outcome 6]