Before you can know the customer requirements, you need to understand who the customer is. A lot of projects fail because they are being design with the wrong customer in mind. By knowing who is the customer you will:

• Narrow the scope of the project
• You will be closer to delivering what the customer wants

How do we define the customer?

• The customer is identifiable because he or she will use the final deliverables (Product, Service, or Process) of the project.
• The customer is the recipient of the final product

In our case study there are two different customers. Our first customer is the market bicycle users because they will buy our bicycle. Our second customer is the current process owners of producing bicycle (Production Team) because they will have to continue using the process designed for increasing production. Also notice, that there are two final deliverables from this project. First you need to be able to increase production and then "the product" needs to be good by the based on the Market measures.

Now you know who the customer is. The next step is to define the acceptance criterias that these customers will use to judge the final deliverable by.