Digital Customer Experience A Complete Guide - 2020 Edition. Gerardus Blokdyk
and round to the nearest tenth. Then transfer to the corresponding spoke in the Digital Customer Experience Scorecard on the second next page of the Self-Assessment.
Your completed Digital Customer Experience Scorecard will give you a clear presentation of which Digital Customer Experience areas need attention.
Digital Customer Experience
Scorecard Example
Example of how the finalized Scorecard can look like:
Digital Customer Experience
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Digital Customer Experience
Scorecard Example13
Digital Customer Experience
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:45
CRITERION #4: ANALYZE:60
CRITERION #5: IMPROVE:75
CRITERION #6: CONTROL:92
CRITERION #7: SUSTAIN:105
Digital Customer Experience and Managing Projects, Criteria for Project Managers:131
1.0 Initiating Process Group: Digital Customer Experience132
1.1 Project Charter: Digital Customer Experience134
1.2 Stakeholder Register: Digital Customer Experience136
1.3 Stakeholder Analysis Matrix: Digital Customer Experience137
2.0 Planning Process Group: Digital Customer Experience139
2.1 Project Management Plan: Digital Customer Experience142
2.2 Scope Management Plan: Digital Customer Experience144
2.3 Requirements Management Plan: Digital Customer Experience146
2.4 Requirements Documentation: Digital Customer Experience148
2.5 Requirements Traceability Matrix: Digital Customer Experience150
2.6 Project Scope Statement: Digital Customer Experience152
2.7 Assumption and Constraint Log: Digital Customer Experience154
2.8 Work Breakdown Structure: Digital Customer Experience156
2.9 WBS Dictionary: Digital Customer Experience158
2.10 Schedule Management Plan: Digital Customer Experience160
2.11 Activity List: Digital Customer Experience162
2.12 Activity Attributes: Digital Customer Experience164
2.13 Milestone List: Digital Customer Experience166
2.14 Network Diagram: Digital Customer Experience168
2.15 Activity Resource Requirements: Digital Customer Experience170
2.16 Resource Breakdown Structure: Digital Customer Experience171
2.17 Activity Duration Estimates: Digital Customer Experience173
2.18 Duration Estimating Worksheet: Digital Customer Experience175
2.19 Project Schedule: Digital Customer Experience177
2.20 Cost Management Plan: Digital Customer Experience179
2.21 Activity Cost Estimates: Digital Customer Experience181
2.22 Cost Estimating Worksheet: Digital Customer Experience183
2.23 Cost Baseline: Digital Customer Experience185
2.24 Quality Management Plan: Digital Customer Experience187
2.25 Quality Metrics: Digital Customer Experience189
2.26 Process Improvement Plan: Digital Customer Experience191
2.27 Responsibility Assignment Matrix: Digital Customer Experience193
2.28 Roles and Responsibilities: Digital Customer Experience195
2.29 Human Resource Management Plan: Digital Customer Experience197
2.30 Communications Management Plan: Digital Customer Experience199
2.31 Risk Management Plan: Digital Customer Experience201
2.32 Risk Register: Digital Customer Experience203
2.33 Probability and Impact Assessment: Digital Customer Experience205
2.34 Probability and Impact Matrix: Digital Customer Experience207
2.35 Risk Data Sheet: Digital Customer Experience209
2.36 Procurement Management Plan: Digital Customer Experience211
2.37 Source Selection Criteria: Digital Customer Experience213
2.38 Stakeholder Management Plan: Digital Customer Experience215
2.39 Change Management Plan: Digital Customer Experience217
3.0 Executing Process Group: Digital Customer Experience219
3.1 Team Member Status Report: Digital Customer Experience221
3.2 Change Request: Digital Customer Experience223
3.3 Change Log: Digital Customer Experience225
3.4 Decision Log: Digital Customer Experience227
3.5 Quality Audit: Digital Customer Experience229
3.6 Team Directory: Digital Customer Experience232
3.7 Team Operating Agreement: Digital Customer Experience234
3.8 Team Performance Assessment: Digital Customer Experience236
3.9 Team Member Performance Assessment: Digital Customer Experience238
3.10 Issue Log: Digital Customer Experience240
4.0 Monitoring and Controlling Process Group: Digital Customer Experience242
4.1 Project Performance Report: Digital Customer Experience244
4.2 Variance Analysis: Digital Customer Experience246
4.3 Earned Value Status: Digital Customer Experience248
4.4 Risk Audit: Digital Customer Experience250
4.5 Contractor Status Report: Digital Customer Experience252
4.6 Formal Acceptance: Digital Customer Experience254
5.0 Closing Process Group: Digital Customer Experience256
5.1 Procurement Audit: Digital Customer Experience258
5.2 Contract Close-Out: Digital Customer Experience261
5.3 Project or Phase Close-Out: Digital Customer Experience263
5.4 Lessons Learned: Digital Customer Experience265
Index267
CRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an