Читать книгу Self Service A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 10

CRITERION #4: ANALYZE:

INTENT: Analyze causes, assumptions and hypotheses.

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 are the sources of data from self-service interactions?

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2. What are the best opportunities for value improvement?

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3. Do you drive employee experience and engagement through self-service?

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4. Do you, as a leader, bounce back quickly from setbacks?

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5. Are Self-service changes recognized early enough to be approved through the regular process?

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6. How will you manage IT and self-service data integration?

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7. Were Pareto charts (or similar) used to portray the ‘heavy hitters’ (or key sources of variation)?

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8. Do you have difficulty supporting self-service access to complex data sources?

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9. What are the Self-service design outputs?

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10. Is the process self-service or managed?

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11. What quality tools were used to get through the analyze phase?

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12. What are your key Self-service indicators that you will measure, analyze and track?

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13. Will your solution be self-serviced locally or provisioned in the data center?

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14. What is the cost of poor quality as supported by the team’s analysis?

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15. What are evaluation criteria for the output?

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16. What conclusions were drawn from the team’s data collection and analysis? How did the team reach these conclusions?

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17. Have changes been properly/adequately analyzed for effect?

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18. Are users in your organization currently integrating or blending data from sources using a software solutions self-service data preparation capabilities?

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19. What process improvements will be needed?

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20. Is there any way to speed up the process?

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21. What were the crucial ‘moments of truth’ on the process map?

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22. Was a cause-and-effect diagram used to explore the different types of causes (or sources of variation)?

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23. What are your current levels and trends in key Self-service measures or indicators of product and process performance that are important to and directly serve your customers?

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24. Is data and process analysis, root cause analysis and quantifying the gap/opportunity in place?

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25. How was the detailed process map generated, verified, and validated?

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26. Were any designed experiments used to generate additional insight into the data analysis?

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27. Does your self-service product track data point in time?

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28. How are outputs preserved and protected?

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29. Did any value-added analysis or ‘lean thinking’ take place to identify some of the gaps shown on the ‘as is’ process map?

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30. Does your organization systematically track and analyze outcomes related for accountability and quality improvement?

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31. Are pertinent alerts monitored, analyzed and distributed to appropriate personnel?

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32. What are self-service data discovery and visualisation tools?

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33. Are losses documented, analyzed, and remedial processes developed to prevent future losses?

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34. Have the types of risks that may impact Self-service been identified and analyzed?

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35. Do several people in different organizational units assist with the Self-service process?

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36. How can the available data be enriched to allow for self-service?

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37. What is a service recovery process from a self-service technology approach?

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38. Does the knowledge management module include the ability to establish expiration dates that drive update alerts to the document owner?

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39. What security measures are used to safeguard employee data in the self-service portal?

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40. Will self-service drive more complex calls to the service desk?

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41. What tools were used to generate the list of possible causes?

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42. How difficult is it to qualify what Self-service ROI is?

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43. Have the problem and goal statements been updated to reflect the additional knowledge gained from the analyze phase?

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44. When should a process be art not science?

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45. Did any additional data need to be collected?

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46. Have all non-recommended alternatives been analyzed in sufficient detail?

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47. How will corresponding data be collected?

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48. What reports are available to drive Evolve Loop content development, especially to fill customer self-service gaps?

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49. Does the BI platform support various self-service BI automation processes that allow business users to do more with less?

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50. How do you enable self-service business intelligence without compromising on data accuracy?

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51. Who will facilitate the team and process?

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52. Is your data ready for self-service business intelligence?

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53. Which stakeholder characteristics are analyzed?

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54. Is the recovery process a self-service mechanism or must the customer contact your organization to request data recovery?

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55. Is the connectivity for self-service users the same as it would be for IT or is it limited to a subset of data sources?

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56. Are self-service libraries a threat to the profession or an opportunity to better serve patrons?

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