To Challenge or Not to Challenge Customer Requirements?
In workshops, customers naturally describe the process they follow today - spreadsheets, calculations, approvals, reports and manual workarounds. Each one can quickly become a requirement for the new system. But if we accept everything exactly as it is, we may simply recreate the existing Excel process in a new platform. Would this really be a transformation? Or just an automation. The questions worth asking are: • Why is this step required? • What decision does it support? • Is this level of detail useful? • Could the process be simplified or standardised? • Are we addressing a business need—or preserving a workaround created by an old system? Challenging a requirement does not mean dismissing the customer’s experience. It means combining their business knowledge with our delivery experience to achieve a better outcome. I recall one instance when experience from an earlier subledger to General-ledger mapping exercise in a project helped me challenge a...