CUST.2:1 - Problem frame

Use this method when “the customer needs customization” conceals several different changes, or when a completed deployment contains unexplained local work. You need a supported basis, an intended or observed customer result, and access to the people or material that can reveal the consequential work.

The first useful move is to compare the result and its obtaining conditions with the supported offering. The output is an explained set of differences and compatible dispositions, not a catalogue of every difference between two customers.

If an established configuration already explains the case and its obligations, use that configuration. A label such as “enterprise” or “special customer” is not a reason to reconstruct all its details.