CFT 3.1 Product_Service Requirements Specifications ( Use as Template)


1.0 Product/Service Requirements Specifications - As new or improved products or services are required, the Customer Focus Team (CFT) works with the Operations Focus Team (OFT) to create or update Product or Service Requirements Specifications. These specifications are for use in the design, production, delivery, and support of new or improved products or services described in Policy 6.0 Operations Excellence. The Customer Focus Team (CFT) and Operations Focus Team (OFT) are jointly responsible for administering this standard.


1.1 Value Added: Products/Services Customer Support Assessments


  • Product and Service specifications help prepare for designs.


  • Product and Service specifications are used for procurements.


1.2 Inputs to Products/Services Customer Support Assessments


(a) Product or Service information, designs, data, and other information

1.3 Process Instructions

Step 1: Prepare Product or Service Requirements Specifications.  Use the OE21™ Product or Service Specifications document as a guide to prepare the following:



A. Overview - Describe briefly why the product or service is being developed or improved, the basis for this decision (e.g., customer needs assessment, stakeholder expectations assessment, customer satisfaction feedback, etc.). Include these paragraphs in the Overview:


  • Product or Service capabilities: A list of the functions that the product or service will be required to perform.


  • User characteristics: The intended users of the product or service in terms of job function, specialized knowledge, or skill levels. Consider various user classes such as managers, engineers, equipment operators, IT support staff, and other employee types.


  • User operations and practices: How people will normally use the product or service and their activities most frequently.


  • General constraints: Product or service limitations, user-interface limitations, and other limitations. Include items such as minimum skills, training, or equipment required for optimum use.


  • Assumptions: Assumptions that were made in specifying the product or service requirements.


  • Interactions: How the product or service interacts with other products or services.


B. Specific Product or Service Inputs and Outputs


  • Inputs: Describe the inputs to the product or service.


  • Processing: Describe the basic process that the product or service accomplishes. Where algorithms, equations, or other logic are used, they are described here. If calculations are done utilizing the methods of specific standards or references, these are cited. Database definitions (if appropriate) are also included where relevant.


  • Outputs: Describe the outputs of the product or service. Where a user interface description is relevant, it is included.


C. External Interfaces - The product or service interfaces are specified by documenting: the name and description of each item, source or input, destination or output, ranges, accuracy and tolerances, units of measure, timing, display formats and organization, and data formats, as appropriate (may not be required).


  • User Interfaces: Describes all major forms, screens, web pages, instruments, devices, etc., required for the user interface.


  • Hardware Interfaces: Describes the equipment needed to run the product or service and other output or input devices or equipment.


  • Product or Service Interfaces: Describes any other product or service required for the product to operate fully. Includes any product or service or commercial applications that customers will be utilized together with the planned product or service. It also describes any product or service that will be interacted with. Specifies whether the users must provide the interfacing products or services themselves and any special licensing requirements.


  • Communication Interfaces: Describes how the product or service will communicate with other product or service applications (as appropriate), including items such as networking, email, intranet, and Internet communications.


D. Performance - Discusses items such as response times, throughput requirements, data volume requirements, maximum data file size or problem complexity, maximum number of concurrent users, and peak load requirements. Includes expected response times for entering information, querying data files and databases, performing calculations of various complexities, and importing/exporting data.


E. Design Constraints - Describes constraints that affect product or service design and limitations arising from hardware or software required for the product or service to perform.


F. Attributes, including:


  • Security: Describes any password-protected access levels such as operator, engineer, manager, database administrator, and access level. If relevant, describes the planned approach to securing the product or service. This item includes Suggested processes to preserve sensitive information's confidentiality (e.g., customer interview narratives, facts, customer financial or marketing information, etc.)


  • Quality, Reliability, Availability, and Maintainability: Describes requirement items such as days or weeks of continuous operation, strategy for failure recovery, ease of future modification, and other quality requirements, as appropriate.


  • Configuration and Compatibility: Describes requirements such as those connected with individual customization or operation in specific operating environments.


  • Installation: Describes the planned installation method: done by the user independently, done by customer, company, or an external contractor.


  • Usability: Describes items that will ensure the user-friendliness of the product or service. Examples include error messages that direct the user to a solution and order of choices and screens corresponding to user preferences.


  • Branding: Describes the use of the approved organization or program identity, logos, brands, and legal disclaimers.


G. User documentation: - Describes the user documentation to be delivered with the product or service, including hardcopy and online requirements.


H. Market Value, Cost, and Schedule for Developing or Improving Products or Services - Describes an estimate of the market value of the new or improved product or service (as appropriate) compared to the market value of the previous product or service. The estimated cost and schedule time to develop the new product or service is normally included in this item.


I. Funding Sources for Development or Improvement of Products or Services - Describes an estimate of the fund's amounts and target sources for required funds (e.g., our own organization budget, host institution, government, private contributors, or other investors with a stake in our organization).


Step 1: Review and approve Product and Service Requirements Specifications.


Step 2: Design, produce, build, deliver and support new or improved products and services. The Operations Focus Team (OFT) has the lead role in the execution of design, production/build, delivery, and support of the new or improved products and services described in Policy 6.0 Operations Excellence.


Step 3: Update Products/Services Documentation. The Customer Focus Team (CFT) ensures that changes to products or services are used to update the Products/Services Offerings, Value and Positioning (Standard 3.1), and the Product or Service information displayed on the web.


1.5 Outputs from Products/Services Customer Support Assessments


(a) Product or Service Requirements Specifications


(b) New or Revised Products or Services are designed, produced, and delivered


(c) Products/Services Offerings, Value, and Positioning and web site updates


End of OE21 CFT 3.2 Product Service Requirements Specifications