Читать книгу Customer Service Assurance A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 8
ОглавлениеCRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Are the Customer Service Assurance requirements complete?
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2. How did the Customer Service Assurance manager receive input to the development of a Customer Service Assurance improvement plan and the estimated completion dates/times of each activity?
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3. What constraints exist that might impact the team?
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4. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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5. Are the Customer Service Assurance requirements testable?
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6. How do you think the partners involved in Customer Service Assurance would have defined success?
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7. Are resources adequate for the scope?
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8. How do you keep key subject matter experts in the loop?
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9. Are all requirements met?
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10. What are the requirements for audit information?
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11. Is there a Customer Service Assurance management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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12. Does the scope remain the same?
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13. Have all of the relationships been defined properly?
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14. What baselines are required to be defined and managed?
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15. Has/have the customer(s) been identified?
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16. Has everyone on the team, including the team leaders, been properly trained?
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17. What is the definition of Customer Service Assurance excellence?
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18. What happens if Customer Service Assurance’s scope changes?
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19. When are meeting minutes sent out? Who is on the distribution list?
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20. What is the scope?
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21. What sort of initial information to gather?
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22. What would be the goal or target for a Customer Service Assurance’s improvement team?
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23. Are task requirements clearly defined?
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24. Are roles and responsibilities formally defined?
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25. What is out-of-scope initially?
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26. What are the record-keeping requirements of Customer Service Assurance activities?
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27. Does the team have regular meetings?
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28. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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29. What are the dynamics of the communication plan?
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30. Do you all define Customer Service Assurance in the same way?
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31. Why are you doing Customer Service Assurance and what is the scope?
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32. Is the Customer Service Assurance scope manageable?
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33. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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34. Who are the Customer Service Assurance improvement team members, including Management Leads and Coaches?
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35. What is the context?
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36. Are there any constraints known that bear on the ability to perform Customer Service Assurance work? How is the team addressing them?
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37. If substitutes have been appointed, have they been briefed on the Customer Service Assurance goals and received regular communications as to the progress to date?
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38. Is the scope of Customer Service Assurance defined?
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39. Is Customer Service Assurance required?
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40. When is/was the Customer Service Assurance start date?
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41. Are accountability and ownership for Customer Service Assurance clearly defined?
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42. What gets examined?
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43. How do you manage changes in Customer Service Assurance requirements?
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44. What is the scope of Customer Service Assurance?
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45. In what way can you redefine the criteria of choice clients have in your category in your favor?
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46. Are different versions of process maps needed to account for the different types of inputs?
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47. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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48. Have specific policy objectives been defined?
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49. What critical content must be communicated – who, what, when, where, and how?
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50. What are the rough order estimates on cost savings/opportunities that Customer Service Assurance brings?
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51. How and when will the baselines be defined?
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52. How do you hand over Customer Service Assurance context?
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53. How do you manage scope?
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54. What is a worst-case scenario for losses?
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55. Who is gathering Customer Service Assurance information?
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56. Are approval levels defined for contracts and supplements to contracts?
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57. Do you have organizational privacy requirements?
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58. Is there a critical path to deliver Customer Service Assurance results?
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59. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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60. What defines best in class?
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61. Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it could be?
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62. Is the Customer Service Assurance scope complete and appropriately sized?
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63. What sources do you use to gather information for a Customer Service Assurance study?
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64. What are the boundaries of the scope? What is in bounds and what is not? What is the start point? What is the stop point?
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65. Has a high-level ‘as is’ process map been completed, verified and validated?
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66. What is in the scope and what is not in scope?
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67. What are the compelling stakeholder reasons for embarking on Customer Service Assurance?
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68. Is Customer Service Assurance linked to key stakeholder goals and objectives?
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69. What information should you gather?
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70. How do you catch Customer Service Assurance definition inconsistencies?
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71. Has a team charter been developed and communicated?
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72. What information do you gather?
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73. Has the Customer Service Assurance work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?
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74. What are (control) requirements for Customer Service Assurance Information?
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75. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?
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76. Are there different segments of customers?
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77. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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78. Will a Customer Service Assurance production readiness review be required?
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79. What are the core elements of the Customer Service Assurance business case?
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80. How do you build the right business case?
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81. What customer feedback methods were used to solicit their input?
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82. How do you manage unclear Customer Service Assurance requirements?
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83. How do you gather Customer Service Assurance requirements?
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84. The political context: who holds power?
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85. Is scope creep really all bad news?
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86. How can the value of Customer Service Assurance be defined?
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87. Are required metrics defined, what are they?
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88. How have you defined all Customer Service Assurance requirements first?
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89. How often are the team meetings?
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90. How will the Customer Service Assurance team and the group measure complete success of Customer Service Assurance?
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91. What Customer Service Assurance services do you require?
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92. What system do you use for gathering Customer Service Assurance information?
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93. What scope do you want your strategy to cover?
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94. Has your scope been defined?
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95. What key stakeholder process output measure(s) does Customer Service Assurance leverage and how?
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96. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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97. How will variation in the actual durations of each activity be dealt with to ensure that the expected Customer Service Assurance results are met?
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98. What was the context?
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99. Is there any additional Customer Service Assurance definition of success?
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100. Have the customer needs been translated into specific, measurable requirements? How?
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101. How would you define the culture at your organization, how susceptible is it to Customer Service Assurance changes?
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102. What are the Customer Service Assurance tasks and definitions?
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103. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
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104. Has the direction changed at all during the course of Customer Service Assurance? If so, when did it change and why?
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105. Are audit criteria, scope, frequency and methods defined?
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106. Is there a clear Customer Service Assurance case definition?
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107. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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108. Scope of sensitive information?
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109. What are the Customer Service Assurance use cases?
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110. How do you gather requirements?
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111. When is the estimated completion date?
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112. Is it clearly defined in and to your organization what you do?
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113. Do you have a Customer Service Assurance success story or case study ready to tell and share?
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114. Where can you gather more information?
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115. Are customer(s) identified and segmented according to their different needs and requirements?
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116. Is special Customer Service Assurance user knowledge required?
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117. What is the definition of success?
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118. What is the scope of the Customer Service Assurance effort?
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119. How do you gather the stories?
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120. What Customer Service Assurance requirements should be gathered?
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121. What scope to assess?
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122. Has a project plan, Gantt chart, or similar been developed/completed?
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123. How is the team tracking and documenting its work?
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124. Is Customer Service Assurance currently on schedule according to the plan?
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125. What is the worst case scenario?
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126. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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127. Who is gathering information?
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128. Who defines (or who defined) the rules and roles?
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129. What are the tasks and definitions?
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130. Who approved the Customer Service Assurance scope?
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131. How was the ‘as is’ process map developed, reviewed, verified and validated?
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132. Has a Customer Service Assurance requirement not been met?
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133. What is the scope of the Customer Service Assurance work?
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134. How are consistent Customer Service Assurance definitions important?
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135. How does the Customer Service Assurance manager ensure against scope creep?
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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.
