A large company has the need for a new customer tracking system. Due to the unique nature of their business and the lack of available commercial off-the-shelf software, the company has decided that the best solution is to build the system in-house.

Management has expressed the following needs and expectations:

• The system must be easy to use by the staff
• The system must be completed (included testing) in 12 months
• The system must have good performance
• The system must meet the needs of the business units in tracking customers in order to keep existing customers and gain new ones

There are 20 business units located in 10 states. At the outset of the project, no specific people have been identified to provide requirements for business needs.

A team has been assembled to gather the users' requirements. This effort is expected to take 2 weeks, followed by one week of reviews and refinement.