Читать книгу Digital Customer Experience A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 6

Table of Contents

About The Art of Service8

Included Resources - how to access8

Purpose of this Self-Assessment10

How to use the Self-Assessment11

Digital Customer Experience

Scorecard Example13

Digital Customer Experience

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:45

CRITERION #4: ANALYZE:60

CRITERION #5: IMPROVE:75

CRITERION #6: CONTROL:92

CRITERION #7: SUSTAIN:105

Digital Customer Experience and Managing Projects, Criteria for Project Managers:131

1.0 Initiating Process Group: Digital Customer Experience132

1.1 Project Charter: Digital Customer Experience134

1.2 Stakeholder Register: Digital Customer Experience136

1.3 Stakeholder Analysis Matrix: Digital Customer Experience137

2.0 Planning Process Group: Digital Customer Experience139

2.1 Project Management Plan: Digital Customer Experience142

2.2 Scope Management Plan: Digital Customer Experience144

2.3 Requirements Management Plan: Digital Customer Experience146

2.4 Requirements Documentation: Digital Customer Experience148

2.5 Requirements Traceability Matrix: Digital Customer Experience150

2.6 Project Scope Statement: Digital Customer Experience152

2.7 Assumption and Constraint Log: Digital Customer Experience154

2.8 Work Breakdown Structure: Digital Customer Experience156

2.9 WBS Dictionary: Digital Customer Experience158

2.10 Schedule Management Plan: Digital Customer Experience160

2.11 Activity List: Digital Customer Experience162

2.12 Activity Attributes: Digital Customer Experience164

2.13 Milestone List: Digital Customer Experience166

2.14 Network Diagram: Digital Customer Experience168

2.15 Activity Resource Requirements: Digital Customer Experience170

2.16 Resource Breakdown Structure: Digital Customer Experience171

2.17 Activity Duration Estimates: Digital Customer Experience173

2.18 Duration Estimating Worksheet: Digital Customer Experience175

2.19 Project Schedule: Digital Customer Experience177

2.20 Cost Management Plan: Digital Customer Experience179

2.21 Activity Cost Estimates: Digital Customer Experience181

2.22 Cost Estimating Worksheet: Digital Customer Experience183

2.23 Cost Baseline: Digital Customer Experience185

2.24 Quality Management Plan: Digital Customer Experience187

2.25 Quality Metrics: Digital Customer Experience189

2.26 Process Improvement Plan: Digital Customer Experience191

2.27 Responsibility Assignment Matrix: Digital Customer Experience193

2.28 Roles and Responsibilities: Digital Customer Experience195

2.29 Human Resource Management Plan: Digital Customer Experience197

2.30 Communications Management Plan: Digital Customer Experience199

2.31 Risk Management Plan: Digital Customer Experience201

2.32 Risk Register: Digital Customer Experience203

2.33 Probability and Impact Assessment: Digital Customer Experience205

2.34 Probability and Impact Matrix: Digital Customer Experience207

2.35 Risk Data Sheet: Digital Customer Experience209

2.36 Procurement Management Plan: Digital Customer Experience211

2.37 Source Selection Criteria: Digital Customer Experience213

2.38 Stakeholder Management Plan: Digital Customer Experience215

2.39 Change Management Plan: Digital Customer Experience217

3.0 Executing Process Group: Digital Customer Experience219

3.1 Team Member Status Report: Digital Customer Experience221

3.2 Change Request: Digital Customer Experience223

3.3 Change Log: Digital Customer Experience225

3.4 Decision Log: Digital Customer Experience227

3.5 Quality Audit: Digital Customer Experience229

3.6 Team Directory: Digital Customer Experience232

3.7 Team Operating Agreement: Digital Customer Experience234

3.8 Team Performance Assessment: Digital Customer Experience236

3.9 Team Member Performance Assessment: Digital Customer Experience238

3.10 Issue Log: Digital Customer Experience240

4.0 Monitoring and Controlling Process Group: Digital Customer Experience242

4.1 Project Performance Report: Digital Customer Experience244

4.2 Variance Analysis: Digital Customer Experience246

4.3 Earned Value Status: Digital Customer Experience248

4.4 Risk Audit: Digital Customer Experience250

4.5 Contractor Status Report: Digital Customer Experience252

4.6 Formal Acceptance: Digital Customer Experience254

5.0 Closing Process Group: Digital Customer Experience256

5.1 Procurement Audit: Digital Customer Experience258

5.2 Contract Close-Out: Digital Customer Experience261

5.3 Project or Phase Close-Out: Digital Customer Experience263

5.4 Lessons Learned: Digital Customer Experience265

Index267