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