What's the problem with defining the problem using the Six Sigma approach?

In a previous blog, I alluded to going back to the actual customer and exploring what their actual use for the project deliverable was. I also mentioned that this was for the purpose of helping them see other possible solution options that they may not have seen when they articulated the problem.

The issue I've had with doing this was a customer that responded to me saying I was going beyond the scope of what I was being asked. In other words, Mr. Customer wanted me to 'just do it' and felt that I was going beyond the scope of my work to ask him what he was going to use it for.

This response is typical. Customers do not want to feel that you are questioning their knowledge or ability to understand technology (even when, at their hierarchical organizational level, it should be inconsequential). At this stage, it all boils down to communication style and phrasing. The customer will always be the customer (and, the customer is always right). Create your business case for asking the question. Show them how understanding their purpose might help you come up with an even more cost-effective solution. A cheaper solution is always a value proposition.