Читать книгу Self Service 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. Is the Self-service scope manageable?
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2. How will variation in the actual durations of each activity be dealt with to ensure that the expected Self-service results are met?
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3. What are the core elements of the Self-service business case?
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4. What are the Self-service use cases?
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5. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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6. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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7. How was the ‘as is’ process map developed, reviewed, verified and validated?
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8. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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9. Is the Self-service scope complete and appropriately sized?
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10. Is the team sponsored by a champion or stakeholder leader?
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11. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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12. What critical content must be communicated – who, what, when, where, and how?
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13. Are stakeholder processes mapped?
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14. What are the operating system and browser requirements for the SAP Employee Self-Service?
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15. How do you keep key subject matter experts in the loop?
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16. When is the estimated completion date?
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17. What constraints exist that might impact the team?
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18. 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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19. Is the team formed and are team leaders (Coaches and Management Leads) assigned?
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20. When is/was the Self-service start date?
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21. Do you all define Self-service in the same way?
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22. 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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23. Are different versions of process maps needed to account for the different types of inputs?
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24. Are customer(s) identified and segmented according to their different needs and requirements?
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25. Are customers identified and high impact areas defined?
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26. Has/have the customer(s) been identified?
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27. What Self-service services do you require?
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28. Has a project plan, Gantt chart, or similar been developed/completed?
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29. Has everyone on the team, including the team leaders, been properly trained?
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30. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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31. How is the team tracking and documenting its work?
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32. Are task requirements clearly defined?
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33. How did the Self-service manager receive input to the development of a Self-service improvement plan and the estimated completion dates/times of each activity?
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34. Is special Self-service user knowledge required?
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35. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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36. How often are the team meetings?
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37. What scope to assess?
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38. What are the compelling stakeholder reasons for embarking on Self-service?
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39. Has a team charter been developed and communicated?
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40. Are there any self-service requirements?
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41. Do you track how self-service uptake is changing the type, duration and skills requirements in the live assistance channel?
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42. Who are the Self-service improvement team members, including Management Leads and Coaches?
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43. If substitutes have been appointed, have they been briefed on the Self-service goals and received regular communications as to the progress to date?
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44. Are improvement team members fully trained on Self-service?
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45. 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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46. Are team charters developed?
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47. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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48. Have the customer needs been translated into specific, measurable requirements? How?
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49. What customer feedback methods were used to solicit their input?
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50. 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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51. Do you have a Self-service success story or case study ready to tell and share?
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52. Is Self-service currently on schedule according to the plan?
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53. Is there a Self-service management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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54. What key stakeholder process output measure(s) does Self-service leverage and how?
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55. Have you regarded in which context where self-service is more likely to be used?
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56. Are there any constraints known that bear on the ability to perform Self-service work? How is the team addressing them?
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57. What would be the goal or target for a Self-service’s improvement team?
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58. Is Self-service linked to key stakeholder goals and objectives?
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59. Who defines (or who defined) the rules and roles?
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60. Has the direction changed at all during the course of Self-service? If so, when did it change and why?
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61. How can user involvement, in a self-service technology context, contribute to new ideas?
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62. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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63. Does the integration come with self-service capabilities or requires extensive technical training?
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64. Is the work to date meeting requirements?
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65. Has the Self-service 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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66. Will team members perform Self-service work when assigned and in a timely fashion?
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67. Will team members regularly document their Self-service work?
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68. Is a fully trained team formed, supported, and committed to work on the Self-service improvements?
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69. Does the team have regular meetings?
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70. What knowledge or experience is required?
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71. Is the team equipped with available and reliable resources?
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72. Has a high-level ‘as is’ process map been completed, verified and validated?
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73. Why are you doing Self-service and what is the scope?
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74. How does the Self-service manager ensure against scope creep?
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75. When are meeting minutes sent out? Who is on the distribution list?
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76. What are the dynamics of the communication plan?
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77. Who approved the Self-service scope?
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78. Is there a critical path to deliver Self-service results?
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79. What are the rough order estimates on cost savings/opportunities that Self-service brings?
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80. How will the Self-service team and the group measure complete success of Self-service?
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81. What defines best in class?
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82. Are there different segments of customers?
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83. Is full participation by members in regularly held team meetings guaranteed?
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84. Will a self-service portal be required?
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85. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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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 Self-service Index at the beginning of the Self-Assessment.
