Because organizations depend on their customers, they should understand present and future customer needs, satisfy customer requirements and try to go beyond customer expectations (ISO 9000:2015 clause 2.3.1). Project success requires meeting what the customer and the other stakeholders require, so those requirements should be understood well enough that every process is aimed at them and able to meet them. Project objectives, which may cover product or service requirements, should reflect what the customer and the other stakeholders need and expect, may be refined as the project proceeds, and should be recorded in the project management plan (clause 7.2.2), stating what must be achieved, as time, cost and quality of the product or service, and what will be measured. When trading off time, cost and quality, the possible effects on the product or service should be judged keeping in mind what the customer and the other stakeholders require. Interfaces for exchanging information with all stakeholders should be set up for the life of the project as appropriate, and conflicts among their requirements should be settled. In a conflict the customer's requirements normally prevail, subject to any statutory and regulatory requirements that may override. The customer and the other stakeholders should agree the resolution, and the agreements of relevant stakeholders should be kept as documented information. Throughout the project, changes in relevant stakeholders' requirements should be watched, including new requirements from parties who join after the start.
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