This document discusses DSP Group's process for gathering and managing customer requests. It outlines challenges with the current process, including an ambiguous workflow and lack of transparency. The document proposes transitioning to Focal Point, a unified customer request form and centralized repository that provides automated workflow, notifications, and integrates requests into product releases. A demo of the Focal Point system is also proposed.

1. Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.

2. Gathering & Managing
Customer Requests
Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.

3. Agenda
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4. Terminology
• CR = Change Request
– A feature or an enhancement to the product (SW/HW wise) which is
derived from the customer which should not effect the future
roadmap of the product
• PIF = Project Initiation form
– A set of features or a new project which can effect the next release
of a product/SDK.
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5. The Challenge
• Gathering and indexing the requests
• Prioritize them according to the company available
resources
• Trace and monitor their progress through R&D
• Feedback the progress and result to your inbound and
outbound customers
• Close loops and integrate new features in future releases
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6. Current Obstacles
• CR work-flow is ambiguous
– Relay mainly on E-mail exchange and word templates
– No real distinction between a CR and a PIF
• CR work-flow is not enforced
• CR time table is not set and transparent
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7. Focal Point transition justification
• Unified, rigid and comprehensive CR form (Based on the
word template)
• Transparent and centralized repository for all CRs
– Presenting their status /state
– Detailed or brief CR view
• Automated CR process that includes
– Binding workflow for CR creator, owner or assigned engineer.
– Notification and feedbacks for relevant users upon changed state or
status
– Integration with Change R&D system
– Closing loop-holes and completing full CR life-cycle
• Linking CRs to other modules like Releases, Products etc.
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8. CR work-flow
CR insertion
E-mail notification
To product/program manager
Product Manager
initial review
Marketing
Sensing forum
CR review Already
Available
Customer
Resp.
E-mail notification
To CR creator
E-mail notification
Rejected
To CR creator PMO effort
R&D Analysis
Estimation
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9. CR work-flow cont. Rejected
Reviewed
Not planned
Priority forum On Hold
CR review Approved
Not planned Features not
In plan module
E-mail notification
To CR creator
E-mail notification
Rejected
To CR creator Postponed Approved &
planned
CR
Enters
Change
New
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Feature Done
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10. Demo
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11. Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.