Читать книгу Customer Service Assurance 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 Service Assurance

Scorecard Example13

Customer Service Assurance

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:44

CRITERION #4: ANALYZE:58

CRITERION #5: IMPROVE:74

CRITERION #6: CONTROL:90

CRITERION #7: SUSTAIN:102

Customer Service Assurance and Managing Projects, Criteria for Project Managers:128

1.0 Initiating Process Group: Customer Service Assurance129

1.1 Project Charter: Customer Service Assurance131

1.2 Stakeholder Register: Customer Service Assurance133

1.3 Stakeholder Analysis Matrix: Customer Service Assurance134

2.0 Planning Process Group: Customer Service Assurance136

2.1 Project Management Plan: Customer Service Assurance138

2.2 Scope Management Plan: Customer Service Assurance140

2.3 Requirements Management Plan: Customer Service Assurance142

2.4 Requirements Documentation: Customer Service Assurance144

2.5 Requirements Traceability Matrix: Customer Service Assurance146

2.6 Project Scope Statement: Customer Service Assurance148

2.7 Assumption and Constraint Log: Customer Service Assurance150

2.8 Work Breakdown Structure: Customer Service Assurance152

2.9 WBS Dictionary: Customer Service Assurance154

2.10 Schedule Management Plan: Customer Service Assurance156

2.11 Activity List: Customer Service Assurance158

2.12 Activity Attributes: Customer Service Assurance160

2.13 Milestone List: Customer Service Assurance162

2.14 Network Diagram: Customer Service Assurance164

2.15 Activity Resource Requirements: Customer Service Assurance166

2.16 Resource Breakdown Structure: Customer Service Assurance167

2.17 Activity Duration Estimates: Customer Service Assurance169

2.18 Duration Estimating Worksheet: Customer Service Assurance171

2.19 Project Schedule: Customer Service Assurance173

2.20 Cost Management Plan: Customer Service Assurance175

2.21 Activity Cost Estimates: Customer Service Assurance177

2.22 Cost Estimating Worksheet: Customer Service Assurance179

2.23 Cost Baseline: Customer Service Assurance181

2.24 Quality Management Plan: Customer Service Assurance183

2.25 Quality Metrics: Customer Service Assurance185

2.26 Process Improvement Plan: Customer Service Assurance187

2.27 Responsibility Assignment Matrix: Customer Service Assurance189

2.28 Roles and Responsibilities: Customer Service Assurance191

2.29 Human Resource Management Plan: Customer Service Assurance193

2.30 Communications Management Plan: Customer Service Assurance195

2.31 Risk Management Plan: Customer Service Assurance197

2.32 Risk Register: Customer Service Assurance199

2.33 Probability and Impact Assessment: Customer Service Assurance201

2.34 Probability and Impact Matrix: Customer Service Assurance203

2.35 Risk Data Sheet: Customer Service Assurance205

2.36 Procurement Management Plan: Customer Service Assurance207

2.37 Source Selection Criteria: Customer Service Assurance209

2.38 Stakeholder Management Plan: Customer Service Assurance211

2.39 Change Management Plan: Customer Service Assurance213

3.0 Executing Process Group: Customer Service Assurance215

3.1 Team Member Status Report: Customer Service Assurance217

3.2 Change Request: Customer Service Assurance219

3.3 Change Log: Customer Service Assurance221

3.4 Decision Log: Customer Service Assurance223

3.5 Quality Audit: Customer Service Assurance225

3.6 Team Directory: Customer Service Assurance228

3.7 Team Operating Agreement: Customer Service Assurance230

3.8 Team Performance Assessment: Customer Service Assurance232

3.9 Team Member Performance Assessment: Customer Service Assurance234

3.10 Issue Log: Customer Service Assurance236

4.0 Monitoring and Controlling Process Group: Customer Service Assurance238

4.1 Project Performance Report: Customer Service Assurance240

4.2 Variance Analysis: Customer Service Assurance242

4.3 Earned Value Status: Customer Service Assurance244

4.4 Risk Audit: Customer Service Assurance246

4.5 Contractor Status Report: Customer Service Assurance248

4.6 Formal Acceptance: Customer Service Assurance250

5.0 Closing Process Group: Customer Service Assurance252

5.1 Procurement Audit: Customer Service Assurance254

5.2 Contract Close-Out: Customer Service Assurance256

5.3 Project or Phase Close-Out: Customer Service Assurance258

5.4 Lessons Learned: Customer Service Assurance260

Index262