I'll agree there!

I too found JCLs paper of interest.


In particular it highlights the need to ensure that the stakeholders and customers understand the extent to which they share the same goals/needs, and - particularly- when their needs diverge.

When you have such a nebulous concept of 'overall customer satisfaction' that drives a decision on "how long does a tranny need to last" one may find their answer ("as long as possible") might not be the same as the manufacturer has determined....

If a manufacturer uses concepts such as 'overall maintenance costs', and 'our responsibility is only to the first buyer- second buyers are not our customers' it becomes a bit trickier to understand the genesis for the assumptions underlying their recommendations.

A