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114. Where can you gather more information?
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115. Are customer(s) identified and segmented according to their different needs and requirements?
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116. Is special Customer Service Assurance user knowledge required?
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117. What is the definition of success?
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118. What is the scope of the Customer Service Assurance effort?
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119. How do you gather the stories?
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120. What Customer Service Assurance requirements should be gathered?
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121. What scope to assess?
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122. Has a project plan, Gantt chart, or similar been developed/completed?
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123. How is the team tracking and documenting its work?
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124. Is Customer Service Assurance currently on schedule according to the plan?
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125. What is the worst case scenario?
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126. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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127. Who is gathering information?
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128. Who defines (or who defined) the rules and roles?
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129. What are the tasks and definitions?
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130. Who approved the Customer Service Assurance scope?
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131. How was the ‘as is’ process map developed, reviewed, verified and validated?
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132. Has a Customer Service Assurance requirement not been met?
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133. What is the scope of the Customer Service Assurance work?
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134. How are consistent Customer Service Assurance definitions important?
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135. How does the Customer Service Assurance manager ensure against scope creep?
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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 Customer Service Assurance Index at the beginning of the Self-Assessment.
CRITERION #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. What users will be impacted?
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2. Are supply costs steady or fluctuating?
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3. How can you measure Customer Service Assurance in a systematic way?
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4. What are your primary costs, revenues, assets?
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5. What are allowable costs?
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6. What are the costs and benefits?
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7. What are your operating costs?
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8. What are the uncertainties surrounding estimates of impact?
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9. What are hidden Customer Service Assurance quality costs?
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10. What is your Customer Service Assurance quality cost segregation study?
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11. How can you manage cost down?
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12. Do the benefits outweigh the costs?
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13. What causes extra work or rework?
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14. How can a Customer Service Assurance test verify your ideas or assumptions?
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15. What is your decision requirements diagram?
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16. How is performance measured?
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17. How frequently do you track Customer Service Assurance measures?
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18. How long to keep data and how to manage retention costs?
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19. Are there measurements based on task performance?
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20. How much does it cost?
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21. How will costs be allocated?
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22. How do you quantify and qualify impacts?
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23. What disadvantage does this cause for the user?
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24. Are the measurements objective?
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25. Do you effectively measure and reward individual and team performance?
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26. What are the estimated costs of proposed changes?
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27. At what cost?
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28. Does management have the right priorities among projects?
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29. Are there competing Customer Service Assurance priorities?
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30. What are the operational costs after Customer Service Assurance deployment?
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31. How sensitive must the Customer Service Assurance strategy be to cost?
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32. What are the costs of reform?
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33. What causes investor action?
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