Cost-Benefit Modelling for COTS

COTS procurement processes do not consider the costs imposed on users when they have to customise products. This paper presents a framework for investigating the costs and perceived benefits for users in accepting COTS products and argues that cost-benefit analysis from the user perspective should be an important part of the product procurement process. The framework describes different types of user costs and contrasts these with user motivations to use the product, based on the fit with their requirements and other perceived rewards. A set of principles summarise how products and the procurement process may be organised to maximise user customisation costs-reward trade-offs.