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4.6. TRANSFORMING CUSTOMER NEEDS INTO BUSINESS REQUIREMENTSCustomer needs are often initially expressed as awareness in relatively general and ill-formed terms. These needs, values, expectations, and perceptions can be categorized by customer type and are usually in response to one of the following situations:
Customer needs must be articulated in more detail into business requirements and constraints. The quality and value to customers of the resulting products and services depends heavily on the business requirements being correct, complete, and robust -- easy to modify in order to meet future customer needs. In order to ensure completeness and robustness, customer needs are transformed and articulated in requirements for each business system component in sequence, working from outcome backward to provider:
Users and regulators specify external business requirements in terms of value components:
Owners and funders requirements often reflect problems internally or externally:
Management requirements are internal and specify desired operational performance:
Workforce requirements are internally focused on the support components:
5. EXPERT SYSTEM CONCEPTSES are computer programs created to apply domain knowledge to specific problem and decision situations. In this chapter, we will focus our attention on identifying and applying ES in situations where expertise and knowledge are required during the reengineering process. Before this, however, we must define what we mean by expertise. The characteristics of expertise include fast and accurate performance, usually in a narrow domain of knowledge. In addition, an expert can explain and justify the recommendation or result, as well as explain the reasoning process leading to the result. Further, experts quickly learn from experience, resulting in improved performance. Expertise implies the ability to solve unique and unusual cases -- often reasoning from basic principles or a model, or from a body of experience structured into cases or rules. Finally, experts often must reason under uncertainty and apply common-sense and general world knowledge to the situation. In order to identify potential ES applications, it is useful to distinguish between the types of ES. Very often, one type of ES may be a much better choice depending on several factors --the situation particulars, degree of structure in the domain knowledge, the knowledge representation schema, and user characteristics. There are three general types of ES:
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