Читать книгу Self Service 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. How can you reduce costs?
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2. How long to keep data and how to manage retention costs?
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3. Why do business users need or want better self-service for analytics?
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4. What percentage of your department has access to self-service analytics tools?
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5. Do you have any cost Self-service limitation requirements?
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6. Why do the measurements/indicators matter?
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7. Is data collection planned and executed?
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8. The approach of traditional Self-service works for detail complexity but is focused on a systematic approach rather than an understanding of the nature of systems themselves, what approach will permit your organization to deal with the kind of unpredictable emergent behaviors that dynamic complexity can introduce?
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9. Are you able to realize any cost savings?
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10. What are the Self-service investment costs?
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11. How will data analytics, technology and self-service solutions play into the mix?
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12. How do you verify Self-service completeness and accuracy?
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13. When is Root Cause Analysis Required?
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14. Why are customer self-service systems generally helpful in cutting customer service costs?
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15. Can you do Self-service without complex (expensive) analysis?
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16. When a disaster occurs, who gets priority?
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17. How will you measure success?
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18. How to leverage Data Discovery for self-service analytics?
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19. Are indirect costs charged to the Self-service program?
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20. Is there a burning need to build real time reporting and analytics, and self-service BI?
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21. What charts has the team used to display the components of variation in the process?
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22. What is the Self-service business impact?
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23. Has a cost center been established?
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24. Are Self-service vulnerabilities categorized and prioritized?
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25. How can you reduce the costs of obtaining inputs?
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26. Are process variation components displayed/communicated using suitable charts, graphs, plots?
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27. What is the total cost related to deploying Self-service, including any consulting or professional services?
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28. What cost management services are available to employers through your client self-service portal?
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29. How large is the gap between current performance and the customer-specified (goal) performance?
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30. What is the governance model for self-service cloud analytics?
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31. What are your organizations main reasons for implementing self-service BI and analytics?
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32. Why do you expend time and effort to implement measurement, for whom?
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33. Did you tackle the cause or the symptom?
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34. Is a solid data collection plan established that includes measurement systems analysis?
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35. Is long term and short term variability accounted for?
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36. How are you enabling the big move to self-service analytics?
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37. What has the team done to assure the stability and accuracy of the measurement process?
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38. Which analytical skills are expected by the individuals or different user groups who use self-service?
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39. What data was collected (past, present, future/ongoing)?
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40. Can the analytic be self-service?
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41. What particular quality tools did the team find helpful in establishing measurements?
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42. How is self-service analytics taking business intelligence capabilities to the next level?
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43. How to obtain a cost-effective operational model for support/ self-service websites?
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44. What is the scope of self-service analytics and what are users outside of business analysts, IT, and other quantitative staff able to do with it?
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45. How significant of an impact have your self-service capabilities had on customer-centric metrics that your organization uses today?
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46. What measurements are being captured?
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47. How best to implement Analytic Applications for high user adoption and self-service?
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48. What are the key input variables? What are the key process variables? What are the key output variables?
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49. Is a follow-up focused external Self-service review required?
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50. Is there a Performance Baseline?
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51. How do you know that any Self-service analysis is complete and comprehensive?
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52. How do you measure efficient delivery of Self-service services?
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53. Is Process Variation Displayed/Communicated?
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54. Do all call center inquiries have to be via telephonic means or can self-service methods be utilized via the web or other resources to reduce headcount and cost?
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55. Are you ready to learn more about how your organization can use self-service analytics to increase the effectiveness of analytics programs?
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56. What is your path to a single source of truth and true BI self-service with a current landscape that has multiple analytics solutions and a high TCO?
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57. Are there measurements based on task performance?
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58. How do you leverage empowered analytics (self-service) to change the way your organization works?
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59. How does self-service BI influence the lifecycle of BI, in terms of analysis and design?
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60. What is the impact on your self-service strategy?
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61. When asked, what impact does self-service have on your customers?
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62. How much will the self-service portal cost up front and annually?
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63. How will success or failure be measured?
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64. Do your organizations IT BI teams and development experts provide guidance to users of self-service BI and analytics technologies?
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65. How should the self-service technology features be prioritized?
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66. Was a data collection plan established?
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67. Is data collected on key measures that were identified?
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68. Where can you go to verify the info?
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69. What is an unallowable cost?
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70. What are the agreed upon definitions of the high impact areas, defect(s), unit(s), and opportunities that will figure into the process capability metrics?
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71. Have you deployed self-service/automated tools to optimize your IT operational cost?
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72. Does management have the right priorities among projects?
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73. Is key measure data collection planned and executed, process variation displayed and communicated and performance baselined?
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74. How will costs be allocated?
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75. Which self-service technology are you focusing on?
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76. How advanced and coherent is the data architecture in support of a self-service analytics initiative?
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77. Do you aggressively reward and promote the people who have the biggest impact on creating excellent Self-service services/products?
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78. Among the Self-service product and service cost to be estimated, which is considered hardest to estimate?
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79. What key measures identified indicate the performance of the stakeholder process?
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80. What impact has using self-service for customer service currently had on your organizations ability to address priorities?
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81. Is it cost effective to use a self-service system because of the consequent reduction in staff costs?
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82. Are key measures identified and agreed upon?
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83. Who participated in the data collection for measurements?
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84. Have you found any ‘ground fruit’ or ‘low-hanging fruit’ for immediate remedies to the gap in performance?
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85. Which Self-service impacts are significant?
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86. Are high impact defects defined and identified in the stakeholder process?
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87. What does self-service really cost?
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88. What are the estimated costs of proposed changes?
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89. Should you focus on self-service or sales-supported SaaS?
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90. How frequently do you verify your Self-service strategy?
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91. How do you leverage Data Discovery for self-service analytics?
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92. What are predictive Self-service analytics?
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93. Has automation and self-service allowed for cost savings?
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94. What does losing customers cost your organization?
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95. What disadvantage does this cause for the user?
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96. What is self-service analytics and why is it important?
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97. What users will be impacted?
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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.
