Can you and his colleagues try to solve this problem of appropriately classifying the customer requirements through a customer questionnaire? On this questionnaire? Each question has two parts, the functional form and the dysfunctional form. The functional form of the question is written as, how do you feel if that feature is present in the product or service? And the dysfunctional form of the question is written as, how do you feel if that feature is not present in the product? Let's look at the IMF bank case study example for a moment.

The functional form of the question for the key requirement of turnaround time will be most of the banks currently have a turnaround time of loan approval or rejection of five days. If our turnaround time of loan application process is Less than or equal to five days. How do you feel? And the dysfunctional form of the question will be, most of the banks currently have a turnaround time of loan approval or rejection or five days. If our turnaround time of loan application process is greater than or equal to five days, how do you feel it's time for an exercise. Even as listed for customer requirements.

You have to identify which of those are functional and dysfunctional forms of the requirements.