Читать книгу Self Service A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 7

CRITERION #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. How are the Self-service’s objectives aligned to the group’s overall stakeholder strategy?

<--- Score

2. Why can chatbots facilitate an employees self-service needs?

<--- Score

3. What is the problem or issue?

<--- Score

4. Are there any specific expectations or concerns about the Self-service team, Self-service itself?

<--- Score

5. Do you know if your current self-service strategy is meeting customer and contact center needs and demands?

<--- Score

6. What is the extent or complexity of the Self-service problem?

<--- Score

7. Will a response program recognize when a crisis occurs and provide some level of response?

<--- Score

8. How much of reporting needs are self-service or automated?

<--- Score

9. Are there any revenue recognition issues?

<--- Score

10. Do you need Self-Service BI?

<--- Score

11. What are the Self-service resources needed?

<--- Score

12. What Self-service problem should be solved?

<--- Score

13. What must it do for airlines to better recognize customers?

<--- Score

14. How do you take a forward-looking perspective in identifying Self-service research related to market response and models?

<--- Score

15. Would you recognize a threat from the inside?

<--- Score

16. Why does it still need a self-service it catalog?

<--- Score

17. How to identify customer pain points which can be transformed into Self-Service options driving excellent Customer Experience?

<--- Score

18. How can auditing be a preventative security measure?

<--- Score

19. Who are the users who need self-service?

<--- Score

20. Do your managers want or need self-service access to relevant KPIs?

<--- Score

21. What is needed for self-service?

<--- Score

22. Will Self-service deliverables need to be tested and, if so, by whom?

<--- Score

23. 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?

<--- Score

24. What do you need to know to achieve the objective?

<--- Score

25. What are the expected benefits of Self-service to the stakeholder?

<--- Score

26. What are the key considerations that you need to keep in mind to ensure that your self-service can be a success?

<--- Score

27. Do external users need to have self-service password reset?

<--- Score

28. How many users do you need for Web Self-Service and Customer Self-Service?

<--- Score

29. How are you going to measure success?

<--- Score

30. How much are sponsors, customers, partners, stakeholders involved in Self-service? In other words, what are the risks, if Self-service does not deliver successfully?

<--- Score

31. As a sponsor, customer or management, how important is it to meet goals, objectives?

<--- Score

32. When a Self-service manager recognizes a problem, what options are available?

<--- Score

33. Is the need for organizational change recognized?

<--- Score

34. What would happen if Self-service weren’t done?

<--- Score

35. What prevents you from making the changes you know will make you a more effective Self-service leader?

<--- Score

36. What sort of knowledge does your organization need?

<--- Score

37. What needs to stay?

<--- Score

38. What problems are you facing and how do you consider Self-service will circumvent those obstacles?

<--- Score

39. What are the minority interests and what amount of minority interests can be recognized?

<--- Score

40. Where do you need to exercise leadership?

<--- Score

41. What do you need to start doing?

<--- Score

42. What situation(s) led to this Self-service Self Assessment?

<--- Score

43. When the customers role as value creator is recognized, what is the role of suppliers?

<--- Score

44. Do you need self-service machine provisioning?

<--- Score

45. Which barriers, if any, prevent your organization from sharing full context and information from self-service channels to voice channels?

<--- Score

46. To what extent does each concerned units management team recognize Self-service as an effective investment?

<--- Score

47. Do you need different information or graphics?

<--- Score

48. What existing digital signage systems are in place that content needs to be migrated from?

<--- Score

49. Why do you need Self-Service BI?

<--- Score

50. What Self-service events should you attend?

<--- Score

51. Who else hopes to benefit from it?

<--- Score

52. What are the signs that your organization needs self-service support?

<--- Score

53. When you have problems with internet self-service which help would you prefer?

<--- Score

54. What does Self-service success mean to the stakeholders?

<--- Score

55. Does the knowledge management module include a rules engine for the purpose of defining event triggers?

<--- Score

56. What are the stakeholder objectives to be achieved with Self-service?

<--- Score

57. Are employees recognized for desired behaviors?

<--- Score

58. What is the Self-service problem definition? What do you need to resolve?

<--- Score

59. Are cases still coming in about an issue that should be resolved with a Support Action in self-service?

<--- Score

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 Self-service Index at the beginning of the Self-Assessment.