Want the Software Quality Attributes of a service? -- ask the customer!

Nilesh starts blogging, and his first post is of such high quality that I have to rave about it here. Nilesh Bhide, a trusted colleague of mine and a terrific architect, brings forth a tidbit of information too often overlooked: we can learn a great deal about the expectations, and therefore requirements, for our online services by referring to the knowledge, experience, and research that has been created for existing service businesses.

Nilesh rocks.