The following 6 Roadmaps comprise this Capability Area:
- Problem Response System,
- Usability Engineering,
- Life-Cycle Cost Modelling,
- User Documentation,
- Customer Engineering, and
- User Training.
They primarily deal with processes and procedures that affect the end
customer of the product. In so doing, they also address the interfaces with
groups not generally considered performing core product development work,
such as Marketing, Customer Support, Documentation and Training.
There is a single point of contact to provide direct assistance to customers
[ISO 9000-3 5.10.4] [Bellcore TR-NWT-000179 3.4.1-3 & 4.10.1-2,3,4,5].
There is a customer support function to help analyze and solve customer's
problems and analyze the performance of the product [Bellcore TR-NWT-000179
3.4.1-3 & 3.10.3-3 & 4.10.1-1 & 4.10.2-1].
The organization utilizes a formally documented delivery and installation
procedure [ISO 9000-3 5.9.3] [Bellcore TR-NWT-000179 3.7.4-4,5 &
3.10.3-3] [Trillium].
The organization utilizes a comprehensive, formally documented maintenance
plan for the product [ISO 9000-3 5.10] [Bellcore TR-NWT-000179 3.10.1-1&
3.10.2-1] [Trillium].
Customer reports (e.g., failures, changes) are captured and tracked according
to a documented procedure [ISO 9001 4.19] [Bellcore TR-NWT-000179 3.7.4-4,5
& 3.10.2-5& 4.10.2-6] [Trillium].
Every customer report is acknowledged in a timely manner, according to a
documented procedure [ISO 9001 4.19] [Bellcore TR-NWT-000179 4.10.2-2,3]
[Trillium].
Customers are regularly apprised of progress on open customer reports,
according to a documented procedure [ISO 9001 4.19] [Bellcore TR-NWT-000179
4.10.2-2,3,5,8] [Trillium].
A problem fix is formally disseminated to the user(s) who encountered the
problem and also to other user(s) who could be affected by this problem in
the future according to a documented procedure [ISO 9001 4.19] [Bellcore
TR-NWT-000179 3.9.1-7,8 & 3.10.2-2,5 & 4.10.2-4,5,6,7,9].
The organization verifies that appropriate changes (including patches) are
installed in all delivered versions of the product in a timely manner
[Bellcore TR-NWT-000179 3.7.1-5 & 3.9.1-7,8 & 4.10.2-5,9 &
4.10.3-1] [Trillium].
The problem response process is integrated with the process improvement
process [Bellcore TR-NWT-000179 3.10.3-2 & 4.10.2-4] [MB 2.3 & 7.2f]
[Trillium].
Customer reports (e.g., failures, changes) are captured and tracked formally
in an organizational repository according to a documented procedure [Bellcore
TR-NWT-000179 3.10.3-2 & 4.10.2-4,6,7] [Trillium].
The organization has a policy that guides the decision to solve problems by
patching, including development procedures, propagation (backward and
forward) and resolution [Bellcore TR-NWT-000179 3.4.2-5 & 3.7.1-5 &
3.10.2-4 & 3.10.3-1,4 & 4.10.2-5].
Existing competing products are assessed [MB 2.2] [Trillium].
Customer/user locations are visited by designers before initiation of design
[Trillium].
Users are involved in the design process [Trillium].
The design of the Human-Machine Interface (e.g., screens, messages) is
formally coordinated with the user according to a documented procedure
[Trillium].
Comparative analysis of competing products is performed at appropriate points
in the product life-cycle [MB 2.2] [Trillium].
User's work flow and work habits are analyzed to ensure that the final
product integrates well with the user's work flow [Trillium].
Users are visited to determine how the system is used [Trillium].
User actions on the system are logged [Trillium].
Measurable levels are specified for important usability goals [Trillium].
Explicit priorities between usability parameters are set [Trillium].
All user interfaces (e.g., HMI, documentation, training) are formally
coordinated with the user according to a documented procedure [Trillium].
Prototyping is used to help develop all user interfaces [Trillium].
User interfaces are empirically tested with real users before operational testing [Trillium].
Direct feedback from the users to the user interface developers is done
formally [Trillium].
Evolution of user needs and abilities is projected [Trillium].
The rationale for the user interface design is explicitly documented
[Trillium].
Cost models are developed that include the following costs elements: product
development, customer support and warranty, and future product enhancements
[Trillium].
The cost model includes customer operational costs, customer obsolescence
costs as well as product downtime impact [Trillium].
The Life-Cycle Cost (LCC) analysis is performed during the development of the
requirements specification then updated during subsequent development
activities [Trillium].
LCC considerations are used as input for product specification, design
implementation, and release to the customer [Trillium].
Analytical models are used for life-cycle costs models [Trillium].
User documentation is developed according to a documented procedure [Bellcore
TR-NWT-000179 4.2-1] (Ref. IEEE Std. 1063) [Trillium].
User documentation is developed formally [Bellcore TR-NWT-000179 4.2-1] (Ref.
IEEE Std. 1063) [Trillium].
User documentation is developed in parallel with the product development
[Trillium].
A prototype of the user documentation is made available to product designers
to assist them in their design work [Trillium].
User documentation is tested during system testing [Trillium].
User documentation is tested by the user during acceptance testing
[Trillium].
Where applicable, the product includes an on-line help facility [Bellcore
TR-NWT-000179 4.10.3-2] [Trillium].
Where applicable, all the user documentation is available on-line [Bellcore
TR-NWT-000179 4.10.3-2] [Trillium].
Where applicable, the product includes a context-sensitive help facility
[Trillium].
Where applicable, all the user documentation is customized to satisfy
specific customer needs [Trillium].
Customers are provided with product introduction and enhancement release
schedules [ISO 9000-3 5.10.7] [Bellcore TR-NWT-000179 3.9.1-3,4].
Customers are provided with a description of problems fixed in the release
and known problems remaining [Bellcore TR-NWT-000179 3.4.2-3 &
3.9.1-7,8,9 & 3.9.4-5 & 3.10.3-3 & 4.10.3-1].
Customers are provided with a complete list and detailed description of
features of new product releases, including their effect on operations
[Bellcore TR-NWT-000179 3.4.2-3 & 3.10.2-1 & 4.10.3-1,2].
Customer orders are processed according to a documented procedure [ISO 9000-3
5.9.1] [Bellcore TR-NWT-000179 3.9.1-1].
Products are manufactured, delivered, installed and maintained according to a
documented procedure [ISO 9001 4.15] [ISO 9000-3 5.8, 5.9 & 5.10]
[Bellcore TR-NWT-000179 3.7.5-1 & 3.9.1-9 & 3.9.4-1,2,3,4 &
3.9.5-1,2,3& 3.10.1-1].
Coordination of the installation, site-testing, and maintenance of the
product with the user is done according to a documented procedure [ISO 9001
4.11, 4.15] [Bellcore TR-NWT-000179 3.7.4-3,4,5 & 3.7.5-1 &
3.7.6-1,3,4 & 3.9.1-2 & 4.10.3-4].
Procedures for the installation of software changes (including installation
documentation) are designed to minimize disruption of the day-to-day
operation of the system at the customer's site [ISO 9001 4.10.4, 4.10.5,
4.15] [ISO 9000-3 5.8, 5.9 & 5.10] [Bellcore TR-NWT-000179 3.7.6-2 &
3.9.1-2].
There is a repository to store and update customer specific information [ISO
9000-3 5.10.4] [Bellcore TR-NWT-000179 3.9.1-3,4,6 & 3.9.2-3 &
3.9.4-5 & 4.10.3-2].
Orders are processed formally according to a documented procedure [ISO 9000-3
5.10.7] [Bellcore TR-NWT-000179 3.9.2-1,2 & 3.9.3-1].
Any product customization is done formally, including the storage and
maintenance of customer-specific information [ISO 9000-3 5.10.3] [Bellcore
TR-NWT-000179 3.9.1-5 & 3.9.3-1].
Procedures for installation and on-site testing are developed according to a
documented procedure. The procedures describe the supplier and customer
personnel involved during installation and testing [ISO 9001 4.10.4, 4.10.5]
[ISO 9000-3 5.9.3, 5.10.3] [Bellcore TR-NWT-000179 3.9.5-1,2,3].
Customers are introduced to new products formally according to a documented
procedure [ISO 9000-3 5.10.3] [Bellcore TR-NWT-000179 3.9.1-3] [Trillium].
The system is designed to ensure minimal disruption of day-to-day operation
[Bellcore TR-NWT-000179 3.9.1-4 & 3.10.2-3 & 3.10.3-3] [Trillium].
The development of training material is done according to a documented
procedure [Trillium].
The training material is verified and validated according to a documented
procedure [Trillium].
There are explicit product design attributes aimed at reducing the training
time for the users (e.g, product/service operators, end users) [Trillium].
The training material is verified and validated formally [Trillium].
![[*]](up.gif)
Back to the Trillium home page.
![[TOC]](toc.gif)
To the detailed Trillium table of contents.
![[TOC]](back.gif)
Back to capability area 7.
![[TOC]](fwd.gif)
Forward to the appendices.
![[UHCL]](uhcl-stamp.gif)