{"id":1320,"date":"2013-07-01T23:57:08","date_gmt":"2013-07-01T16:57:08","guid":{"rendered":"http:\/\/science-technology.vn\/?p=1320"},"modified":"2013-07-01T23:57:08","modified_gmt":"2013-07-01T16:57:08","slug":"noi-chuyen-voi-khach-hang","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=1320","title":{"rendered":"N\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

C\u00f3 ni\u1ec1m tin chung trong nh\u1eefng ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m r\u1eb1ng h\u1ecd ph\u1ea3i vi\u1ebft m\u00e3 s\u1edbm nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c v\u00ec kh\u00f4ng c\u00f3 \u0111\u1ee7 th\u1eddi gian cho c\u00e1c ho\u1ea1t \u0111\u1ed9ng kh\u00e1c. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao nhi\u1ec1u ng\u01b0\u1eddi b\u1eaft \u0111\u1ea7u vi\u1ebft m\u00e3 ngay khi h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u1eb7c t\u1ea3 y\u00eau c\u1ea7u m\u00e0 kh\u00f4ng d\u00e0nh th\u1eddi gian \u0111\u1ec3 hi\u1ec3u nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00f4ng ai h\u1ecfi kh\u00e1ch h\u00e0ng v\u1ec1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd hay nhu c\u1ea7u c\u1ee7a h\u1ecd. Ph\u1ea7n l\u1edbn nh\u1eefng ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n \u0111\u1ec1u b\u1ecf qua pha ki\u1ebfn tr\u00fac; d\u00e0nh \u00edt th\u1eddi gian trong thi\u1ebft k\u1ebf, ch\u1ec9 v\u1ebd v\u00e0i bi\u1ec3u \u0111\u1ed3 nh\u01b0 bi\u1ec3u \u0111\u1ed3 lu\u1ed3ng d\u1eef li\u1ec7u r\u1ed3i nh\u1ea3y v\u00e0o vi\u1ebft m\u00e3. N\u1ebfu h\u1ecd kh\u00f4ng hi\u1ec3u c\u00e1i g\u00ec \u0111\u00f3, h\u1ecd s\u1ebd \u0111o\u00e1n c\u00e1i g\u00ec \u0111\u01b0\u1ee3c c\u1ea7n v\u00e0 v\u1ed9i v\u00e0ng l\u00e0m cho d\u1ef1 \u00e1n \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng l\u1ecbch bi\u1ec3u.<\/span><\/p>\n

K\u1ebft qu\u1ea3 th\u01b0\u1eddng l\u00e0 s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m kh\u00f4ng l\u00e0m vi\u1ec7c nh\u01b0 mong \u0111\u1ee3i v\u00e0 h\u1ecd ph\u1ea3i l\u00e0m l\u1ea1i \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n. T\u00ecnh hu\u1ed1ng n\u00e0y l\u00e0m t\u1ed1n k\u00e9m cho c\u00f4ng ti v\u1ec1 th\u1eddi gian, n\u1ed7 l\u1ef1c v\u00e0 nhi\u1ec1u ti\u1ec1n. Ng\u00e0y nay \u00edt \u0111\u1ea1i h\u1ecdc d\u1ea1y m\u00f4n y\u00eau c\u1ea7u, v\u00e0 cho d\u00f9 h\u1ecd d\u1ea1y, \u00edt ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n s\u1ebd theo n\u00f3. L\u00ed do trong nh\u1eefng ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n l\u00e0 n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng m\u1ea5t th\u1eddi gian v\u00e0 h\u1ecd kh\u00f4ng c\u00f3 th\u1eddi gian. M\u1ed9t ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n b\u1ea3o t\u00f4i: \u201cKh\u00f3 m\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng mu\u1ed1n g\u00ec v\u00ec h\u1ecd \u0111\u1ed5i \u00fd th\u01b0\u1eddng xuy\u00ean.\u201d M\u1ed9t ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ef1 \u00e1n gi\u1ea3i th\u00edch: \u201cCh\u00fang t\u00f4i kh\u00f4ng th\u1ec3 n\u00f3i chuy\u1ec7n \u0111\u01b0\u1ee3c v\u1edbi kh\u00e1ch h\u00e0ng; h\u1ecd s\u1ebd \u0111\u00f2i nhi\u1ec1u th\u1ee9 h\u01a1n v\u00e0 l\u00e0m ph\u00ed th\u1eddi gian c\u1ee7a ch\u00fang t\u00f4i.\u201d Khi t\u00f4i h\u1ecfi: \u201c\u0110i\u1ec1u g\u00ec x\u1ea3y ra n\u1ebfu \u0111\u1eb7c t\u1ea3 y\u00eau c\u1ea7u kh\u00f4ng r\u00f5 r\u00e0ng? L\u00e0m sao b\u1ea1n bi\u1ebft ph\u1ea3i l\u00e0m g\u00ec n\u1ebfu b\u1ea1n kh\u00f4ng mu\u1ed1n h\u1ecfi?” C\u00e2u tr\u1ea3 l\u1eddi th\u00f4ng th\u01b0\u1eddng l\u00e0: \u201cCh\u00fang t\u00f4i \u0111o\u00e1n h\u1ecd mu\u1ed1n g\u00ec. N\u1ebfu ch\u00fang t\u00f4i gi\u1ecfi \u0111o\u00e1n, ch\u00fang t\u00f4i s\u1ebd \u1ed5n nh\u01b0ng n\u1ebfu kh\u00f4ng th\u00ec ch\u00fang t\u00f4i ph\u1ea3i s\u1eeda n\u00f3 v\u1ec1 sau.\u201d<\/p>\n

T\u1ea5t nhi\u00ean, ph\u1ea7n l\u1edbn th\u1eddi gian h\u1ecd s\u1ebd t\u1ea1o ra c\u00e1i g\u00ec \u0111\u00f3 m\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n v\u00e0 \u0111i\u1ec1u \u0111\u00f3 ngh\u0129a l\u00e0 nhi\u1ec1u vi\u1ec7c l\u00e0m l\u1ea1i h\u01a1n, t\u1ed1n k\u00e9m h\u01a1n cho c\u00f4ng ti. T\u00f4i c\u00f3 th\u1ec3 hi\u1ec3u t\u1ea1i sao nh\u1eefng ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n ng\u1ea7n ng\u1ea1i n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng; ph\u1ea7n l\u1edbn kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u00e0 kh\u00f4ng bi\u1ebft h\u1ecfi c\u00e1i g\u00ec cho n\u00ean h\u1ecd ngh\u0129 kh\u00e1ch h\u00e0ng s\u1ebd h\u1ecfi nhi\u1ec1u h\u01a1n v\u00e0 kh\u00f4ng bao gi\u1edd \u0111\u01b0\u1ee3c tho\u1ea3 m\u00e3n. Nh\u01b0ng t\u00f4i kh\u00f4ng th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c t\u1ea1i sao ng\u01b0\u1eddi qu\u1ea3n l\u00ed kh\u00f4ng n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng n\u1ebfu d\u1ef1 \u00e1n ti\u1ebfp t\u1ee5c c\u00f3 t\u1ec9 l\u1ec7 ph\u1ea3i l\u00e0m l\u1ea1i cao? Ch\u1eebng n\u00e0o ch\u00fang ta ch\u01b0a thi\u1ebft l\u1eadp \u0111\u01b0\u1ee3c \u0111\u1ed1i tho\u1ea1i t\u1ed1t gi\u1eefa ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n v\u00e0 kh\u00e1ch h\u00e0ng, vi\u1ec7c ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m ch\u1ec9 l\u00e0 c\u00f4ng vi\u1ec7c \u0111o\u00e1n m\u00f2 v\u00e0 d\u1ef1 \u00e1n t\u1ed1n k\u00e9m.<\/p>\n

C\u00f3 nhu c\u1ea7u kh\u1ea9n thi\u1ebft \u0111\u1ec3 d\u1ea1y m\u00f4n k\u0129 ngh\u1ec7 y\u00eau c\u1ea7u trong ch\u01b0\u01a1ng tr\u00ecnh \u0111\u1ea1i h\u1ecdc \u0111\u1ec3 cho sinh vi\u00ean c\u00f3 th\u1ec3 h\u1ecdc c\u00e1ch th\u1ea3o lu\u1eadn y\u00eau c\u1ea7u v\u1edbi kh\u00e1ch h\u00e0ng, x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u c\u1ee7a h\u1ecd, l\u1eadp \u01b0u ti\u00ean v\u00e0 gi\u1ea3m v\u1ea5n \u0111\u1ec1 l\u00e0m l\u1ea1i. Sinh vi\u00ean n\u00ean h\u1ecdc vi\u1ec7c \u0111\u01b0a ra t\u0103ng d\u1ea7n m\u1ed7i l\u1ea7n th\u00eam ch\u1ee9c ch\u1ee9c n\u0103ng qua th\u1eddi gian. Sinh vi\u00ean n\u00ean h\u1ecdc n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch h\u1ecfi c\u00e2u h\u1ecfi v\u1ec1 ch\u1ee9c n\u0103ng v\u00e0 c\u00e1ch kh\u00e1ch h\u00e0ng s\u1ebd d\u00f9ng s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd. M\u1ed9t khi ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n b\u1eaft \u0111\u1ea7u n\u00f3i v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ecd s\u1ebd h\u1ecdc \u0111\u01b0\u1ee3c nhi\u1ec1u \u0111i\u1ec1u v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng l\u00e0m c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd v\u00e0 \u0111i\u1ec1u h\u1ecd th\u1ef1c s\u1ef1 c\u1ea7n. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap \u0111\u1ee1 gi\u1ea3i th\u00edch v\u00e0 l\u00e0m s\u00e1ng t\u1ecf ch\u1ee9c n\u0103ng \u0111\u01b0\u1ee3c vi\u1ebft trong \u0111\u1eb7c t\u1ea3 v.v. Khi c\u1ea3 hai b\u00ean tham gia v\u00e0o th\u1ea3o lu\u1eadn v\u1ec1 ph\u1ea3i m\u1ea5t bao l\u00e2u \u0111\u1ec3 ph\u00e1t tri\u1ec3n d\u1ef1 \u00e1n, h\u1ecd c\u00f3 th\u1ec3 trao \u0111\u1ed5i \u00fd t\u01b0\u1edfng, ph\u00e1t tri\u1ec3n c\u00e1c gi\u1ea3i ph\u00e1p t\u1ed1t h\u01a1n v\u00e0 \u0111\u1ed3ng \u00fd v\u1ec1 l\u1ecbch bi\u1ec3u t\u1ed1t h\u01a1n cho d\u1ef1 \u00e1n.<\/p>\n

 <\/p>\n

—-English version—-<\/p>\n

 <\/p>\n

Talking with customers<\/p>\n

There is a common belief among software developers that they must code as soon as possible since there is not enough time for other activities. That is why many start to write code as soon as they receive the requirements specification without spending time to understand the customers\u2019 needs. No one would ask customers about their expectation or their needs. Most developers ignore the architecture phase; spend little time in design, just to draw some diagrams such as data flow diagram than jump into coding. If they do not understand something, they would guess on what is needed and hurry to get the project done to meet the schedule.<\/p>\n

The result is often a software product that does not work as expect and they have to re-work to get what customers\u2019 wants. This situation costs the company time, efforts and a lot of money. Today few colleges teach requirements engineering course, and even if they do, few developers would follow it. The reason among developers is talking with customers takes time and they do not have time. One developer told me: \u201cIt is difficult to understand what customers want as they change their mind often\u201d. A project manager explained: \u201cWe cannot talk to customers; they would demand more things and waste our time.\u201d When I asked: \u201cWhat happen if the requirements specification is not clear? How do you know what to do if you do not want to ask? The common answer is: \u201cWe just guess what they want. If we are good at guessing, we will be fine but if not then we have to fix it later.\u201d<\/p>\n

Of course, most of the time they will produce something that customers do not want and that means more re-work, more costs to the company. I can understand why developers are reluctant to talk to customers; most are not trained and do not know what to ask so they think customers will ask for more and never be satisfied. But I cannot understand why managers do not talk to customers if the project continues to have high re-work rate? Until we establish a good dialogue between developers and customers, software development is just guesswork and costly projects.<\/p>\n

There is an urgent need to teach requirements engineering course in the undergraduate program so students can learn how to discuss requirements with customers, determine their needs, set priorities and reduce the issue of re-work. Students should learn incremental releases that add functionality over time. Students should learn to talk with customers by asking questions about functionality and how customers will use their product. Once developers start talking to customers, they will learn many things about how the customers do their work and what they really need. Customers can help explain and clarify functionality written in the specification etc. When both sides engage in discussion about how long it takes to develop a project, they can exchange ideas, develop better solutions and agree on a better schedule for the project.<\/p>\n","protected":false},"excerpt":{"rendered":"

C\u00f3 ni\u1ec1m tin chung trong nh\u1eefng ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m r\u1eb1ng h\u1ecd ph\u1ea3i vi\u1ebft m\u00e3 s\u1edbm nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c v\u00ec kh\u00f4ng c\u00f3 \u0111\u1ee7 … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"class_list":["post-1320","post","type-post","status-publish","format-standard","hentry","category-ki-nghe-phan-mem"],"_links":{"self":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1320","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1320"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1320\/revisions"}],"predecessor-version":[{"id":1321,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1320\/revisions\/1321"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1320"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1320"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1320"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}