Customer Service Assurance A Complete Guide - 2020 Edition. Gerardus Blokdyk
qualitative and quantitative)?
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5. Are the Customer Service Assurance requirements testable?
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6. How do you think the partners involved in Customer Service Assurance would have defined success?
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7. Are resources adequate for the scope?
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8. How do you keep key subject matter experts in the loop?
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9. Are all requirements met?
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10. What are the requirements for audit information?
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11. Is there a Customer Service Assurance management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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12. Does the scope remain the same?
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13. Have all of the relationships been defined properly?
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14. What baselines are required to be defined and managed?
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15. Has/have the customer(s) been identified?
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16. Has everyone on the team, including the team leaders, been properly trained?
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17. What is the definition of Customer Service Assurance excellence?
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18. What happens if Customer Service Assurance’s scope changes?
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19. When are meeting minutes sent out? Who is on the distribution list?
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20. What is the scope?
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21. What sort of initial information to gather?
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22. What would be the goal or target for a Customer Service Assurance’s improvement team?
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23. Are task requirements clearly defined?
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24. Are roles and responsibilities formally defined?
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25. What is out-of-scope initially?
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26. What are the record-keeping requirements of Customer Service Assurance activities?
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27. Does the team have regular meetings?
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28. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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29. What are the dynamics of the communication plan?
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30. Do you all define Customer Service Assurance in the same way?
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31. Why are you doing Customer Service Assurance and what is the scope?
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32. Is the Customer Service Assurance scope manageable?
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33. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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34. Who are the Customer Service Assurance improvement team members, including Management Leads and Coaches?
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35. What is the context?
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36. Are there any constraints known that bear on the ability to perform Customer Service Assurance work? How is the team addressing them?
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37. If substitutes have been appointed, have they been briefed on the Customer Service Assurance goals and received regular communications as to the progress to date?
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38. Is the scope of Customer Service Assurance defined?
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39. Is Customer Service Assurance required?
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40. When is/was the Customer Service Assurance start date?
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41. Are accountability and ownership for Customer Service Assurance clearly defined?
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42. What gets examined?
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43. How do you manage changes in Customer Service Assurance requirements?
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44. What is the scope of Customer Service Assurance?
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45. In what way can you redefine the criteria of choice clients have in your category in your favor?
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46. Are different versions of process maps needed to account for the different types of inputs?
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47. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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48. Have specific policy objectives been defined?
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49. What critical content must be communicated – who, what, when, where, and how?
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50. What are the rough order estimates on cost savings/opportunities that Customer Service Assurance brings?
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51. How and when will the baselines be defined?
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52. How do you hand over Customer Service Assurance context?
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53. How do you manage scope?
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54. What is a worst-case scenario for losses?
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55. Who is gathering Customer Service Assurance information?
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56. Are approval levels defined for contracts and supplements to contracts?
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57. Do you have organizational privacy requirements?
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58. Is there a critical path to deliver Customer Service Assurance results?
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59. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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60. What defines best in class?