The January 2012 paper on 'Towards Understanding the Value of the Client’s Aspirations and Fears in Complex, Long-term Service Contracts', by John Mills
The paper highlights challenges faced in translating client aspirations and fears into a complex service support contract and the potential benefits of understanding the clients’ full requirements, even though they may be unaffordable or too difficult to contract. The paper asserts that stakeholders must understand their mutual requirements fully to help generate a relationship where even un-contracted service requirements are understood and respected. Without that understanding service improvement will be difficult to achieve.