Читать книгу Digital Customer Experience A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 8
ОглавлениеCRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Does the scope remain the same?
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2. Are accountability and ownership for Digital customer experience clearly defined?
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3. Who is gathering Digital customer experience information?
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4. Has a Digital customer experience requirement not been met?
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5. What is out of scope?
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6. What knowledge or experience is required?
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7. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
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8. Is Digital customer experience required?
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9. How do you manage scope?
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10. What are the compelling stakeholder reasons for embarking on Digital customer experience?
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11. What are the tasks and definitions?
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12. Will team members regularly document their Digital customer experience work?
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13. Are required metrics defined, what are they?
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14. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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15. Are stakeholder processes mapped?
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16. What is in the scope and what is not in scope?
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17. What key stakeholder process output measure(s) does Digital customer experience leverage and how?
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18. When is/was the Digital customer experience start date?
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19. Is there a clear Digital customer experience case definition?
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20. What defines best in class?
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21. What are the rough order estimates on cost savings/opportunities that Digital customer experience brings?
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22. What system do you use for gathering Digital customer experience information?
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23. Where can you gather more information?
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24. In what way can you redefine the criteria of choice clients have in your category in your favor?
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25. Scope of sensitive information?
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26. How do you catch Digital customer experience definition inconsistencies?
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27. Are customers identified and high impact areas defined?
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28. Are task requirements clearly defined?
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29. Has a project plan, Gantt chart, or similar been developed/completed?
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30. How was the ‘as is’ process map developed, reviewed, verified and validated?
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31. Has a team charter been developed and communicated?
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32. How can the value of Digital customer experience be defined?
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33. Who is gathering information?
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34. What baselines are required to be defined and managed?
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35. Are customer(s) identified and segmented according to their different needs and requirements?
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36. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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37. If substitutes have been appointed, have they been briefed on the Digital customer experience goals and received regular communications as to the progress to date?
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38. Are improvement team members fully trained on Digital customer experience?
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39. What is the worst case scenario?
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40. Is there any additional Digital customer experience definition of success?
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41. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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42. Are the Digital customer experience requirements testable?
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43. How do you build the right business case?
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44. Are approval levels defined for contracts and supplements to contracts?
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45. Are the Digital customer experience requirements complete?
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46. What information should you gather?
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47. What are (control) requirements for Digital customer experience Information?
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48. Has everyone on the team, including the team leaders, been properly trained?
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49. What would be the goal or target for a Digital customer experience’s improvement team?
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50. Is special Digital customer experience user knowledge required?
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51. What customer feedback methods were used to solicit their input?
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52. What Digital customer experience services do you require?
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53. Has/have the customer(s) been identified?
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54. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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55. What are the Digital customer experience use cases?
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56. What is the scope?
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57. Have all basic functions of Digital customer experience been defined?
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58. What are the record-keeping requirements of Digital customer experience activities?
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59. Is scope creep really all bad news?
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60. What happens if Digital customer experience’s scope changes?
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61. How do you gather the stories?
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62. How often are the team meetings?
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63. What Digital customer experience requirements should be gathered?
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64. How do you hand over Digital customer experience context?
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65. Who defines (or who defined) the rules and roles?
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66. What information do you gather?
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67. Is the team formed and are team leaders (Coaches and Management Leads) assigned?
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68. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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69. How do you gather Digital customer experience requirements?
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70. Is Digital customer experience currently on schedule according to the plan?
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71. How do you manage unclear Digital customer experience requirements?
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72. What sources do you use to gather information for a Digital customer experience study?
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73. Are audit criteria, scope, frequency and methods defined?
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74. What are the requirements for audit information?
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75. Is the Digital customer experience scope manageable?
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76. When are meeting minutes sent out? Who is on the distribution list?
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77. Are there any constraints known that bear on the ability to perform Digital customer experience work? How is the team addressing them?
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78. Do you all define Digital customer experience in the same way?
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79. What are the boundaries of the scope? What is in bounds and what is not? What is the start point? What is the stop point?
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80. Who approved the Digital customer experience scope?
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81. How will the Digital customer experience team and the group measure complete success of Digital customer experience?
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82. The political context: who holds power?
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83. How would you define Digital customer experience leadership?
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84. Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it could be?
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85. What scope to assess?
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86. What gets examined?
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87. Will a Digital customer experience production readiness review be required?
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88. Does the team have regular meetings?
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89. Why are you doing Digital customer experience and what is the scope?
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90. Is it clearly defined in and to your organization what you do?
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91. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?
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92. How does the Digital customer experience manager ensure against scope creep?
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93. Will team members perform Digital customer experience work when assigned and in a timely fashion?
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94. What are the dynamics of the communication plan?
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95. Is the Digital customer experience scope complete and appropriately sized?
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96. When is the estimated completion date?
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97. Who are the Digital customer experience improvement team members, including Management Leads and Coaches?
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98. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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99. Are roles and responsibilities formally defined?
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100. Have specific policy objectives been defined?
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101. How are consistent Digital customer experience definitions important?
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102. Is there a critical path to deliver Digital customer experience results?
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103. How is the team tracking and documenting its work?
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104. How would you define the culture at your organization, how susceptible is it to Digital customer experience changes?
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105. How do you think the partners involved in Digital customer experience would have defined success?
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106. Are team charters developed?
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107. Are all requirements met?
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108. How will variation in the actual durations of each activity be dealt with to ensure that the expected Digital customer experience results are met?
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109. What is the context?
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110. How do you manage changes in Digital customer experience requirements?
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111. How and when will the baselines be defined?
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112. How did the Digital customer experience manager receive input to the development of a Digital customer experience improvement plan and the estimated completion dates/times of each activity?
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113. Are different versions of process maps needed to account for the different types of inputs?
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114. Has the direction changed at all during the course of Digital customer experience? If so, when did it change and why?
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115. What sort of initial information to gather?
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116. What is out-of-scope initially?
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117. Has the Digital customer experience work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?
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118. Do you have a Digital customer experience success story or case study ready to tell and share?
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119. What was the context?
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120. Is there a Digital customer experience management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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121. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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122. Is the team equipped with available and reliable resources?
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123. What is the scope of the Digital customer experience work?
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124. What are the Digital customer experience tasks and definitions?
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125. Are resources adequate for the scope?
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126. Is the team sponsored by a champion or stakeholder leader?
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127. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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128. What scope do you want your strategy to cover?
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129. Is the work to date meeting requirements?
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130. What is the definition of success?
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131. What intelligence can you gather?
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132. Is Digital customer experience linked to key stakeholder goals and objectives?
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133. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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134. How do you keep key subject matter experts in the loop?
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135. Is full participation by members in regularly held team meetings guaranteed?
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136. Are there different segments of customers?
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137. What is a worst-case scenario for losses?
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138. Has a high-level ‘as is’ process map been completed, verified and validated?
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139. What constraints exist that might impact the team?
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140. What critical content must be communicated – who, what, when, where, and how?
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141. What is the definition of Digital customer experience excellence?
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142. Have the customer needs been translated into specific, measurable requirements? How?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.
