This book is Volume 3 of the Series "Delivering Business Intelligence". In this Volume we capture the Voice of the Customer (VOC) and begin to translate their problems into Critical Customer Requirements (CCRs). We expand on common recurring challenges with implementing sustainable Business Intelligence in today's marketplace and the importance of KPI's and Operational Definitions. We outline the Functional Requirements Document (FRD) used to consolidate and document the CCRs, KPIs and Operational Definitions. We provide a Functional Requirements Document (FRD) template which is the deliverable for this Volume.Target Audience: Executives, Managers, Project Managers and Analysts in startup, small, medium to large companies across all industries. Objective: This Series was designed based on Lean Six Sigma methodologies, combined with Project Management Professional (PMP) certified training, coupled with 20+ years of Business Intelligence (BI) experience in project implementations.Author: Author Kyle Britt has been practicing Project Management Business Intelligence for over 20 years. Kyle has a Bachelor of Science (BS) in Computer information Systems (CIS) from Colorado State University, Master of Business Administration (MBA) from Regis University, Project Management Professional Certification (PMP) from the Project Management Institute (PMI) and Lean Six Sigma Certification.Dedication: All BI Warehouse Inc. Material is dedicated to my daughter Kennedy who inspired me to pass along what I have learned over the years, so I could spend more time with her. I hope she will be as proud of me one day as I am of her every day.