Читать книгу Customer Service Assurance A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 9
ОглавлениеCRITERION #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What users will be impacted?
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2. Are supply costs steady or fluctuating?
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3. How can you measure Customer Service Assurance in a systematic way?
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4. What are your primary costs, revenues, assets?
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5. What are allowable costs?
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6. What are the costs and benefits?
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7. What are your operating costs?
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8. What are the uncertainties surrounding estimates of impact?
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9. What are hidden Customer Service Assurance quality costs?
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10. What is your Customer Service Assurance quality cost segregation study?
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11. How can you manage cost down?
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12. Do the benefits outweigh the costs?
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13. What causes extra work or rework?
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14. How can a Customer Service Assurance test verify your ideas or assumptions?
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15. What is your decision requirements diagram?
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16. How is performance measured?
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17. How frequently do you track Customer Service Assurance measures?
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18. How long to keep data and how to manage retention costs?
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19. Are there measurements based on task performance?
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20. How much does it cost?
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21. How will costs be allocated?
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22. How do you quantify and qualify impacts?
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23. What disadvantage does this cause for the user?
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24. Are the measurements objective?
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25. Do you effectively measure and reward individual and team performance?
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26. What are the estimated costs of proposed changes?
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27. At what cost?
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28. Does management have the right priorities among projects?
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29. Are there competing Customer Service Assurance priorities?
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30. What are the operational costs after Customer Service Assurance deployment?
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31. How sensitive must the Customer Service Assurance strategy be to cost?
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32. What are the costs of reform?
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33. What causes investor action?
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34. How is the value delivered by Customer Service Assurance being measured?
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35. How do you measure success?
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36. What is the total fixed cost?
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37. Why do you expend time and effort to implement measurement, for whom?
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38. What drives O&M cost?
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39. What details are required of the Customer Service Assurance cost structure?
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40. How do you measure lifecycle phases?
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41. How can you measure the performance?
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42. What are your customers expectations and measures?
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43. How do you control the overall costs of your work processes?
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44. Is there an opportunity to verify requirements?
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45. What are the costs of delaying Customer Service Assurance action?
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46. How do your measurements capture actionable Customer Service Assurance information for use in exceeding your customers expectations and securing your customers engagement?
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47. How do you aggregate measures across priorities?
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48. Does the Customer Service Assurance task fit the client’s priorities?
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49. How do you verify the Customer Service Assurance requirements quality?
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50. What relevant entities could be measured?
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51. What causes mismanagement?
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52. What do people want to verify?
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53. Where is the cost?
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54. Are indirect costs charged to the Customer Service Assurance program?
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55. What can be used to verify compliance?
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56. Among the Customer Service Assurance product and service cost to be estimated, which is considered hardest to estimate?
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57. Do you have any cost Customer Service Assurance limitation requirements?
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58. What could cause you to change course?
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59. What are the Customer Service Assurance key cost drivers?
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60. How do you prevent mis-estimating cost?
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61. Are there any easy-to-implement alternatives to Customer Service Assurance? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
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62. Are you aware of what could cause a problem?
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63. Are the units of measure consistent?
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64. What is measured? Why?
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65. How will measures be used to manage and adapt?
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66. What causes innovation to fail or succeed in your organization?
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67. Which Customer Service Assurance impacts are significant?
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68. How do you measure efficient delivery of Customer Service Assurance services?
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69. What measurements are being captured?
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70. Was a business case (cost/benefit) developed?
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71. What would it cost to replace your technology?
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72. What evidence is there and what is measured?
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73. Are you able to realize any cost savings?
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74. How will success or failure be measured?
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75. Has a cost center been established?
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76. What does losing customers cost your organization?
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77. Do you have an issue in getting priority?
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78. What are your key Customer Service Assurance organizational performance measures, including key short and longer-term financial measures?
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79. How will your organization measure success?
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80. Do you have a flow diagram of what happens?
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81. What does a Test Case verify?
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82. Have you made assumptions about the shape of the future, particularly its impact on your customers and competitors?
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83. What methods are feasible and acceptable to estimate the impact of reforms?
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84. What are the strategic priorities for this year?
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85. Are actual costs in line with budgeted costs?
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86. How will effects be measured?
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87. Are the Customer Service Assurance benefits worth its costs?
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88. Did you tackle the cause or the symptom?
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89. How are measurements made?
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90. How do you measure variability?
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91. What are you verifying?
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92. How do you verify and develop ideas and innovations?
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93. What is the cost of rework?
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94. Who should receive measurement reports?
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95. What measurements are possible, practicable and meaningful?
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96. What potential environmental factors impact the Customer Service Assurance effort?
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97. What is the root cause(s) of the problem?
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98. Will Customer Service Assurance have an impact on current business continuity, disaster recovery processes and/or infrastructure?
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99. Where can you go to verify the info?
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100. How do you verify your resources?
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101. What are the costs?
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102. Which measures and indicators matter?
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103. What are the Customer Service Assurance investment costs?
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104. How to cause the change?
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105. Have design-to-cost goals been established?
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106. Why do the measurements/indicators matter?
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107. Is the cost worth the Customer Service Assurance effort ?
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108. What is the total cost related to deploying Customer Service Assurance, including any consulting or professional services?
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109. Are Customer Service Assurance vulnerabilities categorized and prioritized?
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110. When a disaster occurs, who gets priority?
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111. How do you verify performance?
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112. How is progress measured?
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113. How do you verify the authenticity of the data and information used?
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114. Which costs should be taken into account?
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115. What would be a real cause for concern?
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116. How can you reduce costs?
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117. How will you measure success?
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118. Is the solution cost-effective?
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119. What harm might be caused?
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120. Are missed Customer Service Assurance opportunities costing your organization money?
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121. Where is it measured?
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122. What is the cause of any Customer Service Assurance gaps?
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123. What tests verify requirements?
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124. Does a Customer Service Assurance quantification method exist?
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125. What are the current costs of the Customer Service Assurance process?
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126. Have you included everything in your Customer Service Assurance cost models?
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127. What could cause delays in the schedule?
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128. How are costs allocated?
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129. What happens if cost savings do not materialize?
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