From Experience: Applying Performance Support Technology in the Fuzzy Front End

A new product originates from an idea, or in many cases, integration of multiple ideas. The process of transforming an idea into a robust concept requires definition of the underlying technologies, identification of expected customer benefits, and assessment of the market opportunity. The idea‐development and subsequent idea‐selection stages of new product development are often referred to as the “fuzzy front end” because they typically involve ad hoc decisions and ill‐defined processes. To address this shortcoming, Nortel developed an idea‐to‐opportunity front‐end process that provides a consistent and structured approach for idea development and evaluation. This article describes the process and how it was implemented using electronic performance support technology.