Depending on the culture of the organization this

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paths, and feedback loops that can be used by the stakeholders. Depending on the culture of the organization, this agreement and determination can be done verbally (i.e., by “shaking hands”) or, more formally, by means of written documentation. The individual agreements should be signed off by the managers. Obligations and privileges of the stakeholders A number of obligations and privileges result from the agreement with the stakeholders. The requirements engineer speaks the language of the stakeholders, becomes thoroughly familiar with the application domain, creates a requirements document, is able to get work results across (e.g., by means of diagrams and graphs), maintains a respectful relationship with any stakeholder, presents her ideas and alternatives as well as their realizations, allows stakeholders to demand properties that make the system user- friendly and simple, ensures that the system satisfies the functional and qualitative demands of the stakeholders. The stakeholders introduce the requirements engineer to the application domain, supply the requirements engineer with requirements, document requirements assiduously, make timely decisions, respect the requirements engineer’s estimates of costs and feasibility, prioritize requirements, inspect the requirements that the requirements engineer documents, such as prototypes, etc., communicate changes in requirements immediately, adhere to the predetermined change process, respect the requirements engineering process that has been instated.
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22 3 Eliciting Requirements Elicitation techniques determine communication and process. In addition, the requirements engineer plans and organizes the communi- cation paths as well as drafts a structured schedule for the requirements engineering activities that are to be performed in collaboration with the stakeholders. This organization and the type of communication are signif- icantly influenced by the elicitation techniques that can be used during requirements engineering. 3.2 Requirements Categorization According to the Kano Model Influence of the requirements on satisfaction Knowing the importance of a requirement for the satisfaction of the stake- holders is very helpful for requirements elicitation. Along with the respec- tive properties of a product that determine the satisfaction, the satisfaction is classified into the following three categories [Kano et al. 1984] : Dissatisfiers are properties of the system that are self-evident and taken for granted (subconscious knowledge). Satisfiers are explicitly demanded system properties (conscious knowl- edge). Delighters are system properties that the stakeholder does not know or expect and discovers only while using the system—a pleasant and use- ful surprise (unconscious knowledge). As time goes by, delighters turn into satisfiers and dissatisfiers as the user becomes accustomed to the properties of the system. When eliciting requirements, all three categories must be considered.
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3.2 Requirements Categorization According to the Kano Model 23 Figure 3-1 Graphical representation of the Kano model Dissatisfiers Dissatisfiers
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