Introduction

If you've managed projects, I am sure that you've experienced issues related to the project scope. These include discussions and arguments with the customers about what is and what isn't inside the scope, change requests, and delays, to name a few. It's common to face situations like the one depicted in Figure I.1, where the customer requested a house but expected and wanted a castle; a totally different outcome. It's common to have initial scope definitions that don't match the final project scope. In this example, the customer initially requested a house and the project manager planned for it. The customer was not very clear about the scope at the beginning, nor did the project manager do a good job to understand and properly ...

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