Читать книгу Customer Service Assurance A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 7
ОглавлениеCRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Is the quality assurance team identified?
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2. Think about the people you identified for your Customer Service Assurance project and the project responsibilities you would assign to them, what kind of training do you think they would need to perform these responsibilities effectively?
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3. How are you going to measure success?
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4. Who needs budgets?
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5. Are employees recognized for desired behaviors?
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6. What is the extent or complexity of the Customer Service Assurance problem?
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7. Did you miss any major Customer Service Assurance issues?
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8. What is the smallest subset of the problem you can usefully solve?
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9. What Customer Service Assurance events should you attend?
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10. Are there any specific expectations or concerns about the Customer Service Assurance team, Customer Service Assurance itself?
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11. To what extent does each concerned units management team recognize Customer Service Assurance as an effective investment?
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12. Is it needed?
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13. What information do users need?
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14. What are the stakeholder objectives to be achieved with Customer Service Assurance?
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15. Who needs to know about Customer Service Assurance?
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16. How many trainings, in total, are needed?
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17. Which information does the Customer Service Assurance business case need to include?
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18. Which issues are too important to ignore?
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19. What training and capacity building actions are needed to implement proposed reforms?
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20. Does Customer Service Assurance create potential expectations in other areas that need to be recognized and considered?
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21. What situation(s) led to this Customer Service Assurance Self Assessment?
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22. What is the problem or issue?
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23. Are controls defined to recognize and contain problems?
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24. To what extent would your organization benefit from being recognized as a award recipient?
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25. What Customer Service Assurance capabilities do you need?
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26. How much are sponsors, customers, partners, stakeholders involved in Customer Service Assurance? In other words, what are the risks, if Customer Service Assurance does not deliver successfully?
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27. How do you recognize an Customer Service Assurance objection?
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28. Are losses recognized in a timely manner?
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29. Would you recognize a threat from the inside?
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30. Do you need different information or graphics?
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31. What Customer Service Assurance coordination do you need?
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32. Are there any revenue recognition issues?
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33. What are the clients issues and concerns?
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34. Will new equipment/products be required to facilitate Customer Service Assurance delivery, for example is new software needed?
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35. Who are your key stakeholders who need to sign off?
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36. What resources or support might you need?
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37. For your Customer Service Assurance project, identify and describe the business environment, is there more than one layer to the business environment?
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38. Which needs are not included or involved?
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39. Who should resolve the Customer Service Assurance issues?
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40. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?
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41. What extra resources will you need?
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42. Are problem definition and motivation clearly presented?
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43. What needs to stay?
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44. Who else hopes to benefit from it?
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45. How do you assess your Customer Service Assurance workforce capability and capacity needs, including skills, competencies, and staffing levels?
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46. What Customer Service Assurance problem should be solved?
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47. What problems are you facing and how do you consider Customer Service Assurance will circumvent those obstacles?
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48. Will Customer Service Assurance deliverables need to be tested and, if so, by whom?
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49. Do you have/need 24-hour access to key personnel?
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50. What is the recognized need?
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51. Are there Customer Service Assurance problems defined?
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52. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?
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53. When a Customer Service Assurance manager recognizes a problem, what options are available?
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54. Why is this needed?
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55. Do you need to avoid or amend any Customer Service Assurance activities?
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56. Where is training needed?
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57. Are there recognized Customer Service Assurance problems?
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58. Whom do you really need or want to serve?
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59. Can management personnel recognize the monetary benefit of Customer Service Assurance?
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60. What tools and technologies are needed for a custom Customer Service Assurance project?
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61. What are the timeframes required to resolve each of the issues/problems?
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62. Will it solve real problems?
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63. What are the expected benefits of Customer Service Assurance to the stakeholder?
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64. What does Customer Service Assurance success mean to the stakeholders?
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65. What vendors make products that address the Customer Service Assurance needs?
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66. Who defines the rules in relation to any given issue?
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67. Who needs what information?
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68. Do you know what you need to know about Customer Service Assurance?
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69. How does it fit into your organizational needs and tasks?
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70. What is the Customer Service Assurance problem definition? What do you need to resolve?
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71. Will a response program recognize when a crisis occurs and provide some level of response?
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72. How do you recognize an objection?
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73. Do you recognize Customer Service Assurance achievements?
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74. What do employees need in the short term?
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75. What do you need to start doing?
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76. Is the need for organizational change recognized?
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77. Looking at each person individually – does every one have the qualities which are needed to work in this group?
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78. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?
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79. As a sponsor, customer or management, how important is it to meet goals, objectives?
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80. What activities does the governance board need to consider?
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81. Are there regulatory / compliance issues?
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82. Consider your own Customer Service Assurance project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
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83. What should be considered when identifying available resources, constraints, and deadlines?
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84. Who needs to know?
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85. How do you identify subcontractor relationships?
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86. How are the Customer Service Assurance’s objectives aligned to the group’s overall stakeholder strategy?
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87. Have you identified your Customer Service Assurance key performance indicators?
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88. What else needs to be measured?
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89. What needs to be done?
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90. How are training requirements identified?
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91. Why the need?
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92. What are your needs in relation to Customer Service Assurance skills, labor, equipment, and markets?
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93. What creative shifts do you need to take?
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94. How do you take a forward-looking perspective in identifying Customer Service Assurance research related to market response and models?
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95. Does the problem have ethical dimensions?
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96. What would happen if Customer Service Assurance weren’t done?
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97. How do you identify the kinds of information that you will need?
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98. What is the problem and/or vulnerability?
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99. Are you dealing with any of the same issues today as yesterday? What can you do about this?
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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 Customer Service Assurance Index at the beginning of the Self-Assessment.
