Читать книгу Directory Assistance Service 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

Directory Assistance Service

Scorecard Example13

Directory Assistance Service

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:44

CRITERION #4: ANALYZE:59

CRITERION #5: IMPROVE:76

CRITERION #6: CONTROL:93

CRITERION #7: SUSTAIN:106

Directory Assistance Service and Managing Projects, Criteria for Project Managers:131

1.0 Initiating Process Group: Directory Assistance Service132

1.1 Project Charter: Directory Assistance Service134

1.2 Stakeholder Register: Directory Assistance Service136

1.3 Stakeholder Analysis Matrix: Directory Assistance Service137

2.0 Planning Process Group: Directory Assistance Service139

2.1 Project Management Plan: Directory Assistance Service141

2.2 Scope Management Plan: Directory Assistance Service143

2.3 Requirements Management Plan: Directory Assistance Service145

2.4 Requirements Documentation: Directory Assistance Service147

2.5 Requirements Traceability Matrix: Directory Assistance Service149

2.6 Project Scope Statement: Directory Assistance Service151

2.7 Assumption and Constraint Log: Directory Assistance Service154

2.8 Work Breakdown Structure: Directory Assistance Service156

2.9 WBS Dictionary: Directory Assistance Service158

2.10 Schedule Management Plan: Directory Assistance Service161

2.11 Activity List: Directory Assistance Service163

2.12 Activity Attributes: Directory Assistance Service165

2.13 Milestone List: Directory Assistance Service167

2.14 Network Diagram: Directory Assistance Service169

2.15 Activity Resource Requirements: Directory Assistance Service171

2.16 Resource Breakdown Structure: Directory Assistance Service173

2.17 Activity Duration Estimates: Directory Assistance Service175

2.18 Duration Estimating Worksheet: Directory Assistance Service177

2.19 Project Schedule: Directory Assistance Service179

2.20 Cost Management Plan: Directory Assistance Service181

2.21 Activity Cost Estimates: Directory Assistance Service183

2.22 Cost Estimating Worksheet: Directory Assistance Service185

2.23 Cost Baseline: Directory Assistance Service187

2.24 Quality Management Plan: Directory Assistance Service189

2.25 Quality Metrics: Directory Assistance Service191

2.26 Process Improvement Plan: Directory Assistance Service193

2.27 Responsibility Assignment Matrix: Directory Assistance Service195

2.28 Roles and Responsibilities: Directory Assistance Service197

2.29 Human Resource Management Plan: Directory Assistance Service199

2.30 Communications Management Plan: Directory Assistance Service201

2.31 Risk Management Plan: Directory Assistance Service203

2.32 Risk Register: Directory Assistance Service205

2.33 Probability and Impact Assessment: Directory Assistance Service207

2.34 Probability and Impact Matrix: Directory Assistance Service209

2.35 Risk Data Sheet: Directory Assistance Service211

2.36 Procurement Management Plan: Directory Assistance Service213

2.37 Source Selection Criteria: Directory Assistance Service215

2.38 Stakeholder Management Plan: Directory Assistance Service217

2.39 Change Management Plan: Directory Assistance Service219

3.0 Executing Process Group: Directory Assistance Service221

3.1 Team Member Status Report: Directory Assistance Service223

3.2 Change Request: Directory Assistance Service225

3.3 Change Log: Directory Assistance Service227

3.4 Decision Log: Directory Assistance Service229

3.5 Quality Audit: Directory Assistance Service231

3.6 Team Directory: Directory Assistance Service234

3.7 Team Operating Agreement: Directory Assistance Service236

3.8 Team Performance Assessment: Directory Assistance Service238

3.9 Team Member Performance Assessment: Directory Assistance Service240

3.10 Issue Log: Directory Assistance Service242

4.0 Monitoring and Controlling Process Group: Directory Assistance Service244

4.1 Project Performance Report: Directory Assistance Service246

4.2 Variance Analysis: Directory Assistance Service248

4.3 Earned Value Status: Directory Assistance Service250

4.4 Risk Audit: Directory Assistance Service252

4.5 Contractor Status Report: Directory Assistance Service254

4.6 Formal Acceptance: Directory Assistance Service256

5.0 Closing Process Group: Directory Assistance Service258

5.1 Procurement Audit: Directory Assistance Service260

5.2 Contract Close-Out: Directory Assistance Service262

5.3 Project or Phase Close-Out: Directory Assistance Service264

5.4 Lessons Learned: Directory Assistance Service266

Index268