Читать книгу Customer Experience Management Integration 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

Customer Experience Management Integration

Scorecard Example13

Customer Experience Management Integration

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:44

CRITERION #4: ANALYZE:60

CRITERION #5: IMPROVE:77

CRITERION #6: CONTROL:94

CRITERION #7: SUSTAIN:107

Customer Experience Management Integration and Managing Projects, Criteria for Project Managers:133

1.0 Initiating Process Group: Customer Experience Management Integration134

1.1 Project Charter: Customer Experience Management Integration136

1.2 Stakeholder Register: Customer Experience Management Integration138

1.3 Stakeholder Analysis Matrix: Customer Experience Management Integration139

2.0 Planning Process Group: Customer Experience Management Integration141

2.1 Project Management Plan: Customer Experience Management Integration144

2.2 Scope Management Plan: Customer Experience Management Integration146

2.3 Requirements Management Plan: Customer Experience Management Integration148

2.4 Requirements Documentation: Customer Experience Management Integration150

2.5 Requirements Traceability Matrix: Customer Experience Management Integration152

2.6 Project Scope Statement: Customer Experience Management Integration154

2.7 Assumption and Constraint Log: Customer Experience Management Integration156

2.8 Work Breakdown Structure: Customer Experience Management Integration158

2.9 WBS Dictionary: Customer Experience Management Integration160

2.10 Schedule Management Plan: Customer Experience Management Integration162

2.11 Activity List: Customer Experience Management Integration164

2.12 Activity Attributes: Customer Experience Management Integration166

2.13 Milestone List: Customer Experience Management Integration168

2.14 Network Diagram: Customer Experience Management Integration170

2.15 Activity Resource Requirements: Customer Experience Management Integration172

2.16 Resource Breakdown Structure: Customer Experience Management Integration174

2.17 Activity Duration Estimates: Customer Experience Management Integration176

2.18 Duration Estimating Worksheet: Customer Experience Management Integration178

2.19 Project Schedule: Customer Experience Management Integration180

2.20 Cost Management Plan: Customer Experience Management Integration183

2.21 Activity Cost Estimates: Customer Experience Management Integration185

2.22 Cost Estimating Worksheet: Customer Experience Management Integration187

2.23 Cost Baseline: Customer Experience Management Integration189

2.24 Quality Management Plan: Customer Experience Management Integration191

2.25 Quality Metrics: Customer Experience Management Integration193

2.26 Process Improvement Plan: Customer Experience Management Integration195

2.27 Responsibility Assignment Matrix: Customer Experience Management Integration197

2.28 Roles and Responsibilities: Customer Experience Management Integration199

2.29 Human Resource Management Plan: Customer Experience Management Integration201

2.30 Communications Management Plan: Customer Experience Management Integration203

2.31 Risk Management Plan: Customer Experience Management Integration205

2.32 Risk Register: Customer Experience Management Integration207

2.33 Probability and Impact Assessment: Customer Experience Management Integration209

2.34 Probability and Impact Matrix: Customer Experience Management Integration211

2.35 Risk Data Sheet: Customer Experience Management Integration213

2.36 Procurement Management Plan: Customer Experience Management Integration215

2.37 Source Selection Criteria: Customer Experience Management Integration217

2.38 Stakeholder Management Plan: Customer Experience Management Integration219

2.39 Change Management Plan: Customer Experience Management Integration221

3.0 Executing Process Group: Customer Experience Management Integration223

3.1 Team Member Status Report: Customer Experience Management Integration225

3.2 Change Request: Customer Experience Management Integration227

3.3 Change Log: Customer Experience Management Integration229

3.4 Decision Log: Customer Experience Management Integration231

3.5 Quality Audit: Customer Experience Management Integration233

3.6 Team Directory: Customer Experience Management Integration235

3.7 Team Operating Agreement: Customer Experience Management Integration237

3.8 Team Performance Assessment: Customer Experience Management Integration239

3.9 Team Member Performance Assessment: Customer Experience Management Integration241

3.10 Issue Log: Customer Experience Management Integration243

4.0 Monitoring and Controlling Process Group: Customer Experience Management Integration245

4.1 Project Performance Report: Customer Experience Management Integration247

4.2 Variance Analysis: Customer Experience Management Integration249

4.3 Earned Value Status: Customer Experience Management Integration251

4.4 Risk Audit: Customer Experience Management Integration253

4.5 Contractor Status Report: Customer Experience Management Integration255

4.6 Formal Acceptance: Customer Experience Management Integration257

5.0 Closing Process Group: Customer Experience Management Integration259

5.1 Procurement Audit: Customer Experience Management Integration261

5.2 Contract Close-Out: Customer Experience Management Integration264

5.3 Project or Phase Close-Out: Customer Experience Management Integration266

5.4 Lessons Learned: Customer Experience Management Integration268

Index270