Decisions concerning prioritisation occur in different moments during software development and can involve different stakeholders. Our research objective is to develop prioritisation processes that meet stakeholders' needs, and allow obtaining better quality decisions. In this paper we propose a structured approach to model decision-making in real setting with the purpose of eliciting from the stakeholders involved in the decision-making process their needs for improvements. We use the resulting models to derive a general model for prioritisation processes and outline how such processes could be tool-supported.