The Gaps
We're going to explore the gaps in the value chain between customers and organization's business people, between business people and development people, and between development people and operations people.
The Big List of Things to Do
The first gap in the software development process that we consistently saw was the process of collecting information from end customers and forming a list of customer requirements:
Figure 2.4: Understanding and collecting customer requirements
Our early projects often involved long phases of business analysts documenting every possible requirement they could conceivably think of into epic volumes of business requirements — documents. The goal was to pre-empt every conceivable customer journey or scenario and to cover all the bases by building specifications that included every possible eventuality. Sounds rigid, right? What if we made an incorrect assumption?
