ABSTRACT
The main aim of the Concept Paper is to explicitly state the voice of the customer and help align processes, people, and tools before commencing any project activity. Scientific research demonstrates that incoming email, phone calls, and other information can modify the way we think and behave. People run around trying to complete an assigned task or design or problem solve perceived issues, but often with little or no consideration about it will add value to the customer. The main aim of the Concept Paper is to explicitly state the voice of the customer and help align processes, people, and tools before commencing any project activity. Only when the group concludes that the crude hand-written map is a reasonable model of the processes the team can, after having completed the work, transfer everything to a computer for easy distribution to a more broad group.
