Читать книгу Client Relationship Management 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. In what way can you redefine the criteria of choice clients have in your category in your favor?
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2. How do you manage unclear Client relationship management requirements?
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3. What is the context?
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4. The political context: who holds power?
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5. What are the core elements of the Client relationship management business case?
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6. How do you keep key subject matter experts in the loop?
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7. What are the requirements for audit information?
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8. How do you manage scope?
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9. What defines best in class?
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10. What key stakeholder process output measure(s) does Client relationship management leverage and how?
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11. What is the scope?
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12. How does the Client relationship management manager ensure against scope creep?
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13. How do you gather requirements?
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14. How would you define Client relationship management leadership?
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15. 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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16. How was the ‘as is’ process map developed, reviewed, verified and validated?
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17. What gets examined?
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18. What constraints exist that might impact the team?
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19. How do you manage changes in Client relationship management requirements?
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20. How do you gather Client relationship management requirements?
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21. What are the compelling stakeholder reasons for embarking on Client relationship management?
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22. Have specific policy objectives been defined?
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23. 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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24. What are the rough order estimates on cost savings/opportunities that Client relationship management brings?
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25. How do you catch Client relationship management definition inconsistencies?
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26. What is the worst case scenario?
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27. Who is gathering information?
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28. Has the direction changed at all during the course of Client relationship management? If so, when did it change and why?
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29. What are the record-keeping requirements of Client relationship management activities?
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30. Is the Client relationship management scope manageable?
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31. What sources do you use to gather information for a Client relationship management study?
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32. How will the Client relationship management team and the group measure complete success of Client relationship management?
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33. Are roles and responsibilities formally defined?
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34. Has your scope been defined?
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35. What is a worst-case scenario for losses?
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36. What are the Client relationship management tasks and definitions?
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37. How and when will the baselines be defined?
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38. Scope of sensitive information?
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39. How many cases have been resolved?
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40. What information do you gather?
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41. What scope do you want your strategy to cover?
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42. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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43. How are consistent Client relationship management definitions important?
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44. When are meeting minutes sent out? Who is on the distribution list?
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45. Have all of the relationships been defined properly?
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46. How can the value of Client relationship management be defined?
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47. Are all requirements met?
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48. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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49. What scope to assess?
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50. What happens if Client relationship management’s scope changes?
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51. Has a project plan, Gantt chart, or similar been developed/completed?
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52. Have all basic functions of Client relationship management been defined?
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53. When is/was the Client relationship management start date?
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54. Is there a clear Client relationship management case definition?
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55. What is out-of-scope initially?
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56. What customer feedback methods were used to solicit their input?
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57. When is the estimated completion date?
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58. Has/have the customer(s) been identified?
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59. What knowledge or experience is required?
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60. How do you build the right business case?
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61. Will a Client relationship management production readiness review be required?
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62. Are the Client relationship management requirements complete?
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63. Has a Client relationship management requirement not been met?
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64. Are required metrics defined, what are they?
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65. Do you all define Client relationship management in the same way?
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66. Does the team have regular meetings?
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67. What is in the scope and what is not in scope?
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68. Is Client relationship management linked to key stakeholder goals and objectives?
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69. Who is gathering Client relationship management information?
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70. Is there a critical path to deliver Client relationship management results?
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71. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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72. If substitutes have been appointed, have they been briefed on the Client relationship management goals and received regular communications as to the progress to date?
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73. Are approval levels defined for contracts and supplements to contracts?
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74. Have the customer needs been translated into specific, measurable requirements? How?
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75. Are different versions of process maps needed to account for the different types of inputs?
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76. What Client relationship management services do you require?
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77. Is the scope of Client relationship management defined?
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78. How often are the team meetings?
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79. What is the definition of success?
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80. What is out of scope?
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81. How do you hand over Client relationship management context?
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82. Is it clearly defined in and to your organization what you do?
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83. What Client relationship management requirements should be gathered?
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84. What is the scope of the Client relationship management effort?
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85. Is special Client relationship management user knowledge required?
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86. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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87. Are there different segments of customers?
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88. What is the scope of the Client relationship management work?
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89. What are the tasks and definitions?
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90. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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91. What are the Client relationship management use cases?
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92. How do you think the partners involved in Client relationship management would have defined success?
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93. How do you gather the stories?
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94. 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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95. Are the Client relationship management requirements testable?
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96. Are resources adequate for the scope?
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97. How did the Client relationship management manager receive input to the development of a Client relationship management improvement plan and the estimated completion dates/times of each activity?
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98. Is Client relationship management currently on schedule according to the plan?
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99. What are (control) requirements for Client relationship management Information?
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100. Are audit criteria, scope, frequency and methods defined?
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101. What is the definition of Client relationship management excellence?
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102. What information should you gather?
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103. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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104. Is scope creep really all bad news?
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105. Where can you gather more information?
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106. What is the scope of Client relationship management?
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107. Is the work to date meeting requirements?
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108. What critical content must be communicated – who, what, when, where, and how?
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109. How would you define the culture at your organization, how susceptible is it to Client relationship management changes?
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110. 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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111. What are the dynamics of the communication plan?
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112. How have you defined all Client relationship management requirements first?
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113. How is the team tracking and documenting its work?
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114. Is Client relationship management required?
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115. What would be the goal or target for a Client relationship management’s improvement team?
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116. What baselines are required to be defined and managed?
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117. How will variation in the actual durations of each activity be dealt with to ensure that the expected Client relationship management results are met?
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118. Do you have a Client relationship management success story or case study ready to tell and share?
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119. What system do you use for gathering Client relationship management information?
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120. Has the Client relationship management 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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121. What intelligence can you gather?
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122. Do you have organizational privacy requirements?
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123. Are there any constraints known that bear on the ability to perform Client relationship management work? How is the team addressing them?
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124. Has a team charter been developed and communicated?
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125. Who approved the Client relationship management scope?
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126. Is there any additional Client relationship management definition of success?
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127. Are accountability and ownership for Client relationship management clearly defined?
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128. Has a high-level ‘as is’ process map been completed, verified and validated?
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129. Does the scope remain the same?
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130. What is in scope?
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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 Client relationship management Index at the beginning of the Self-Assessment.
