Читать книгу Client Relationship Management A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 6

Table of Contents

About The Art of Service8

Included Resources - how to access8

Purpose of this Self-Assessment10

How to use the Self-Assessment11

Client Relationship Management

Scorecard Example13

Client Relationship Management

Scorecard14

BEGINNING OF THE

SELF-ASSESSMENT:15

CRITERION #1: RECOGNIZE16

CRITERION #2: DEFINE:28

CRITERION #3: MEASURE:43

CRITERION #4: ANALYZE:58

CRITERION #5: IMPROVE:74

CRITERION #6: CONTROL:90

CRITERION #7: SUSTAIN:103

Client Relationship Management and Managing Projects, Criteria for Project Managers:130

1.0 Initiating Process Group: Client Relationship Management131

1.1 Project Charter: Client Relationship Management133

1.2 Stakeholder Register: Client Relationship Management135

1.3 Stakeholder Analysis Matrix: Client Relationship Management136

2.0 Planning Process Group: Client Relationship Management138

2.1 Project Management Plan: Client Relationship Management140

2.2 Scope Management Plan: Client Relationship Management142

2.3 Requirements Management Plan: Client Relationship Management144

2.4 Requirements Documentation: Client Relationship Management146

2.5 Requirements Traceability Matrix: Client Relationship Management148

2.6 Project Scope Statement: Client Relationship Management150

2.7 Assumption and Constraint Log: Client Relationship Management152

2.8 Work Breakdown Structure: Client Relationship Management154

2.9 WBS Dictionary: Client Relationship Management156

2.10 Schedule Management Plan: Client Relationship Management159

2.11 Activity List: Client Relationship Management161

2.12 Activity Attributes: Client Relationship Management163

2.13 Milestone List: Client Relationship Management165

2.14 Network Diagram: Client Relationship Management167

2.15 Activity Resource Requirements: Client Relationship Management169

2.16 Resource Breakdown Structure: Client Relationship Management171

2.17 Activity Duration Estimates: Client Relationship Management172

2.18 Duration Estimating Worksheet: Client Relationship Management174

2.19 Project Schedule: Client Relationship Management176

2.20 Cost Management Plan: Client Relationship Management178

2.21 Activity Cost Estimates: Client Relationship Management180

2.22 Cost Estimating Worksheet: Client Relationship Management182

2.23 Cost Baseline: Client Relationship Management184

2.24 Quality Management Plan: Client Relationship Management186

2.25 Quality Metrics: Client Relationship Management188

2.26 Process Improvement Plan: Client Relationship Management190

2.27 Responsibility Assignment Matrix: Client Relationship Management192

2.28 Roles and Responsibilities: Client Relationship Management194

2.29 Human Resource Management Plan: Client Relationship Management196

2.30 Communications Management Plan: Client Relationship Management198

2.31 Risk Management Plan: Client Relationship Management200

2.32 Risk Register: Client Relationship Management202

2.33 Probability and Impact Assessment: Client Relationship Management204

2.34 Probability and Impact Matrix: Client Relationship Management206

2.35 Risk Data Sheet: Client Relationship Management208

2.36 Procurement Management Plan: Client Relationship Management210

2.37 Source Selection Criteria: Client Relationship Management212

2.38 Stakeholder Management Plan: Client Relationship Management214

2.39 Change Management Plan: Client Relationship Management216

3.0 Executing Process Group: Client Relationship Management218

3.1 Team Member Status Report: Client Relationship Management220

3.2 Change Request: Client Relationship Management222

3.3 Change Log: Client Relationship Management224

3.4 Decision Log: Client Relationship Management226

3.5 Quality Audit: Client Relationship Management228

3.6 Team Directory: Client Relationship Management231

3.7 Team Operating Agreement: Client Relationship Management233

3.8 Team Performance Assessment: Client Relationship Management235

3.9 Team Member Performance Assessment: Client Relationship Management237

3.10 Issue Log: Client Relationship Management239

4.0 Monitoring and Controlling Process Group: Client Relationship Management241

4.1 Project Performance Report: Client Relationship Management243

4.2 Variance Analysis: Client Relationship Management245

4.3 Earned Value Status: Client Relationship Management247

4.4 Risk Audit: Client Relationship Management249

4.5 Contractor Status Report: Client Relationship Management251

4.6 Formal Acceptance: Client Relationship Management253

5.0 Closing Process Group: Client Relationship Management255

5.1 Procurement Audit: Client Relationship Management257

5.2 Contract Close-Out: Client Relationship Management260

5.3 Project or Phase Close-Out: Client Relationship Management262

5.4 Lessons Learned: Client Relationship Management264

Index266