Stan Sieler ([log in to unmask]) wrote:
: Jeff Vance ([log in to unmask]) wrote:
<snip>
: : We would like to understand how our customers' businesses would be affected
 
: Someday, it would be nice if we didn't have to wade through all this,
: and your managers would let you implement something we've requested
: because it complies with one of *HP's* business goals:
 
:    - keep the customer satisfied
 
: Granted, sometimes users request things that aren't the correct
: solution to their actual problems...but...I think a lot of us are tired
: of playing HP Jeopardy: "please make your enhancement request in the form
: of a business problem".
 
Boy, I have to respectfully disagree.  With the number of enhancement requests
we get and the level of detail in some of them, I think we have to ask the
business purpose/case/problem kinds of questions.  Knowing the underlying
business concerns help us to prioritize between enhancement requests as well
as making sure that we produce a solution that meets the needs of the widest
possible portion of our customer base.  I think this is especially true with
the more technically complex enhancement requests.  If we are going to have to
do a major design change to support an enhancement request, I want to know
that we are doing the right thing and discover other similar features that we
should consider putting in at the same time.  [I'm not trying to imply
anything about the level of effort required for this particular request.]
 
In terms of this particular enhancement, there are varying levels of
information we could try to return, all at different costs.  If we don't
understand the underlying business problem being solved, we won't make the
correct choices.  For instance, is the IP address of the closest machine
good enough?  Should it be the IP address of the machine/workstation closest
to the user originating the connection? etc.
 
Mike P.
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Mike Paivinen
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Hewlett-Packard
CSY - Mailstop 47UP
19447 Pruneridge Avenue
Cupertino, CA   95014