Customer Service Assurance A Complete Guide - 2020 Edition. Gerardus Blokdyk
the nearest tenth. Then transfer to the corresponding spoke in the Customer Service Assurance Scorecard on the second next page of the Self-Assessment.
Your completed Customer Service Assurance Scorecard will give you a clear presentation of which Customer Service Assurance areas need attention.
Customer Service Assurance
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Service Assurance
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
Customer Service Assurance
Scorecard Example13
Customer Service Assurance
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:44
CRITERION #4: ANALYZE:58
CRITERION #5: IMPROVE:74
CRITERION #6: CONTROL:90
CRITERION #7: SUSTAIN:102
Customer Service Assurance and Managing Projects, Criteria for Project Managers:128
1.0 Initiating Process Group: Customer Service Assurance129
1.1 Project Charter: Customer Service Assurance131
1.2 Stakeholder Register: Customer Service Assurance133
1.3 Stakeholder Analysis Matrix: Customer Service Assurance134
2.0 Planning Process Group: Customer Service Assurance136
2.1 Project Management Plan: Customer Service Assurance138
2.2 Scope Management Plan: Customer Service Assurance140
2.3 Requirements Management Plan: Customer Service Assurance142
2.4 Requirements Documentation: Customer Service Assurance144
2.5 Requirements Traceability Matrix: Customer Service Assurance146
2.6 Project Scope Statement: Customer Service Assurance148
2.7 Assumption and Constraint Log: Customer Service Assurance150
2.8 Work Breakdown Structure: Customer Service Assurance152
2.9 WBS Dictionary: Customer Service Assurance154
2.10 Schedule Management Plan: Customer Service Assurance156
2.11 Activity List: Customer Service Assurance158
2.12 Activity Attributes: Customer Service Assurance160
2.13 Milestone List: Customer Service Assurance162
2.14 Network Diagram: Customer Service Assurance164
2.15 Activity Resource Requirements: Customer Service Assurance166
2.16 Resource Breakdown Structure: Customer Service Assurance167
2.17 Activity Duration Estimates: Customer Service Assurance169
2.18 Duration Estimating Worksheet: Customer Service Assurance171
2.19 Project Schedule: Customer Service Assurance173
2.20 Cost Management Plan: Customer Service Assurance175
2.21 Activity Cost Estimates: Customer Service Assurance177
2.22 Cost Estimating Worksheet: Customer Service Assurance179
2.23 Cost Baseline: Customer Service Assurance181
2.24 Quality Management Plan: Customer Service Assurance183
2.25 Quality Metrics: Customer Service Assurance185
2.26 Process Improvement Plan: Customer Service Assurance187
2.27 Responsibility Assignment Matrix: Customer Service Assurance189
2.28 Roles and Responsibilities: Customer Service Assurance191
2.29 Human Resource Management Plan: Customer Service Assurance193
2.30 Communications Management Plan: Customer Service Assurance195
2.31 Risk Management Plan: Customer Service Assurance197
2.32 Risk Register: Customer Service Assurance199
2.33 Probability and Impact Assessment: Customer Service Assurance201
2.34 Probability and Impact Matrix: Customer Service Assurance203
2.35 Risk Data Sheet: Customer Service Assurance205
2.36 Procurement Management Plan: Customer Service Assurance207
2.37 Source Selection Criteria: Customer Service Assurance209
2.38 Stakeholder Management Plan: Customer Service Assurance211
2.39 Change Management Plan: Customer Service Assurance213
3.0 Executing Process Group: Customer Service Assurance215
3.1 Team Member Status Report: Customer Service Assurance217
3.2 Change Request: Customer Service Assurance219
3.3 Change Log: Customer Service Assurance221
3.4 Decision Log: Customer Service Assurance223
3.5 Quality Audit: Customer Service Assurance225
3.6 Team Directory: Customer Service Assurance228
3.7 Team Operating Agreement: Customer Service Assurance230
3.8 Team Performance Assessment: Customer Service Assurance232
3.9 Team Member Performance Assessment: Customer Service Assurance234
3.10 Issue Log: Customer Service Assurance236
4.0 Monitoring and Controlling Process Group: Customer Service Assurance238
4.1 Project Performance Report: Customer Service Assurance240
4.2 Variance Analysis: Customer Service Assurance242
4.3 Earned Value Status: Customer Service Assurance244
4.4 Risk Audit: Customer Service Assurance246
4.5 Contractor Status Report: Customer Service Assurance248
4.6 Formal Acceptance: Customer Service Assurance250
5.0 Closing Process Group: Customer Service Assurance252
5.1 Procurement Audit: Customer Service Assurance254
5.2 Contract Close-Out: Customer Service Assurance256
5.3 Project or Phase Close-Out: Customer Service Assurance258
5.4 Lessons Learned: Customer Service Assurance260
Index262
CRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In