Читать книгу Digital Customer Experience A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 9
ОглавлениеCRITERION #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What would it cost to replace your technology?
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2. What do people want to verify?
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3. How will you measure your Digital customer experience effectiveness?
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4. When are costs are incurred?
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5. What causes innovation to fail or succeed in your organization?
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6. What are your operating costs?
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7. What is the total fixed cost?
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8. Do you have an issue in getting priority?
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9. How can you measure Digital customer experience in a systematic way?
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10. Which costs should be taken into account?
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11. How is the value delivered by Digital customer experience being measured?
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12. What tests verify requirements?
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13. Do you have a flow diagram of what happens?
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14. What are your primary costs, revenues, assets?
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15. Who should receive measurement reports?
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16. What are the types and number of measures to use?
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17. How can you reduce costs?
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18. Are there any easy-to-implement alternatives to Digital customer experience? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
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19. What causes investor action?
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20. What are the strategic priorities for this year?
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21. How will costs be allocated?
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22. What are the uncertainties surrounding estimates of impact?
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23. What are the costs of reform?
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24. What do you measure and why?
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25. What are allowable costs?
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26. How do you verify if Digital customer experience is built right?
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27. How can a Digital customer experience test verify your ideas or assumptions?
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28. How are you verifying it?
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29. What is the root cause(s) of the problem?
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30. What is the cost of rework?
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31. How can you reduce the costs of obtaining inputs?
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32. Have design-to-cost goals been established?
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33. Which measures and indicators matter?
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34. Are the Digital customer experience benefits worth its costs?
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35. Is the cost worth the Digital customer experience effort ?
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36. What details are required of the Digital customer experience cost structure?
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37. When a disaster occurs, who gets priority?
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38. How sensitive must the Digital customer experience strategy be to cost?
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39. What are the costs of delaying Digital customer experience action?
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40. What potential environmental factors impact the Digital customer experience effort?
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41. Where is it measured?
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42. What does your operating model cost?
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43. What are the Digital customer experience key cost drivers?
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44. How do you verify and develop ideas and innovations?
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45. Are you able to realize any cost savings?
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46. Are there measurements based on task performance?
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47. What disadvantage does this cause for the user?
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48. How do you control the overall costs of your work processes?
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49. Is it possible to estimate the impact of unanticipated complexity such as wrong or failed assumptions, feedback, etcetera on proposed reforms?
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50. Are you aware of what could cause a problem?
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51. What does losing customers cost your organization?
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52. What drives O&M cost?
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53. Did you tackle the cause or the symptom?
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54. At what cost?
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55. What measurements are possible, practicable and meaningful?
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56. What are hidden Digital customer experience quality costs?
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57. How can you measure the performance?
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58. Which Digital customer experience impacts are significant?
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59. What is the total cost related to deploying Digital customer experience, including any consulting or professional services?
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60. Are Digital customer experience vulnerabilities categorized and prioritized?
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61. Do the benefits outweigh the costs?
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62. What are you verifying?
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63. How will success or failure be measured?
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64. When should you bother with diagrams?
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65. How do you verify Digital customer experience completeness and accuracy?
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66. How do you verify performance?
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67. Who is involved in verifying compliance?
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68. How long to keep data and how to manage retention costs?
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69. How will your organization measure success?
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70. How do you aggregate measures across priorities?
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71. What are the Digital customer experience investment costs?
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72. What measurements are being captured?
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73. How will measures be used to manage and adapt?
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74. What would be a real cause for concern?
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75. What is your decision requirements diagram?
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76. Why a Digital customer experience focus?
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77. Do you aggressively reward and promote the people who have the biggest impact on creating excellent Digital customer experience services/products?
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78. Are missed Digital customer experience opportunities costing your organization money?
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79. How do you measure variability?
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80. How do you verify the Digital customer experience requirements quality?
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81. What does verifying compliance entail?
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82. What could cause delays in the schedule?
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83. What users will be impacted?
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84. What are your customers expectations and measures?
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85. What is the Digital customer experience business impact?
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86. What can be used to verify compliance?
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87. How do you verify your resources?
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88. How are costs allocated?
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89. Do you have any cost Digital customer experience limitation requirements?
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90. Has a cost center been established?
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91. Is the solution cost-effective?
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92. What causes extra work or rework?
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93. Where is the cost?
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94. What are your key Digital customer experience organizational performance measures, including key short and longer-term financial measures?
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95. Why do you expend time and effort to implement measurement, for whom?
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96. How will effects be measured?
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97. What relevant entities could be measured?
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98. Who pays the cost?
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99. What is measured? Why?
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100. Was a business case (cost/benefit) developed?
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101. Do you effectively measure and reward individual and team performance?
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102. What harm might be caused?
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103. Why do the measurements/indicators matter?
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104. Do you verify that corrective actions were taken?
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105. How can you manage cost down?
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106. Are supply costs steady or fluctuating?
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107. How will you measure success?
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108. How to cause the change?
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109. Among the Digital customer experience product and service cost to be estimated, which is considered hardest to estimate?
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110. What are the costs?
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111. What is your Digital customer experience quality cost segregation study?
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112. Have you included everything in your Digital customer experience cost models?
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113. Does a Digital customer experience quantification method exist?
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114. What causes mismanagement?
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115. How do you verify and validate the Digital customer experience data?
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116. How much does it cost?
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117. Are the measurements objective?
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118. What evidence is there and what is measured?
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119. Will Digital customer experience have an impact on current business continuity, disaster recovery processes and/or infrastructure?
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120. Have you made assumptions about the shape of the future, particularly its impact on your customers and competitors?
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121. How do your measurements capture actionable Digital customer experience information for use in exceeding your customers expectations and securing your customers engagement?
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122. How do you measure lifecycle phases?
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123. How are measurements made?
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124. Are indirect costs charged to the Digital customer experience program?
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125. How do you verify the authenticity of the data and information used?
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126. How is progress measured?
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127. What are the current costs of the Digital customer experience process?
