Customer Service Assurance A Complete Guide - 2020 Edition. Gerardus Blokdyk
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61. 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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62. Is the Customer Service Assurance scope complete and appropriately sized?
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63. What sources do you use to gather information for a Customer Service Assurance study?
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64. 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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65. Has a high-level ‘as is’ process map been completed, verified and validated?
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66. What is in the scope and what is not in scope?
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67. What are the compelling stakeholder reasons for embarking on Customer Service Assurance?
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68. Is Customer Service Assurance linked to key stakeholder goals and objectives?
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69. What information should you gather?
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70. How do you catch Customer Service Assurance definition inconsistencies?
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71. Has a team charter been developed and communicated?
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72. What information do you gather?
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73. Has the Customer Service Assurance 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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74. What are (control) requirements for Customer Service Assurance Information?
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75. 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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76. Are there different segments of customers?
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77. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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78. Will a Customer Service Assurance production readiness review be required?
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79. What are the core elements of the Customer Service Assurance business case?
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80. How do you build the right business case?
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81. What customer feedback methods were used to solicit their input?
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82. How do you manage unclear Customer Service Assurance requirements?
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83. How do you gather Customer Service Assurance requirements?
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84. The political context: who holds power?
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85. Is scope creep really all bad news?
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86. How can the value of Customer Service Assurance be defined?
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87. Are required metrics defined, what are they?
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88. How have you defined all Customer Service Assurance requirements first?
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89. How often are the team meetings?
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90. How will the Customer Service Assurance team and the group measure complete success of Customer Service Assurance?
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91. What Customer Service Assurance services do you require?
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92. What system do you use for gathering Customer Service Assurance information?
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93. What scope do you want your strategy to cover?
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94. Has your scope been defined?
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95. What key stakeholder process output measure(s) does Customer Service Assurance leverage and how?
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96. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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97. How will variation in the actual durations of each activity be dealt with to ensure that the expected Customer Service Assurance results are met?
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98. What was the context?
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99. Is there any additional Customer Service Assurance definition of success?
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100. Have the customer needs been translated into specific, measurable requirements? How?
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101. How would you define the culture at your organization, how susceptible is it to Customer Service Assurance changes?
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102. What are the Customer Service Assurance tasks and definitions?
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103. 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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104. Has the direction changed at all during the course of Customer Service Assurance? If so, when did it change and why?
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105. Are audit criteria, scope, frequency and methods defined?
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106. Is there a clear Customer Service Assurance case definition?
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107. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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108. Scope of sensitive information?
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109. What are the Customer Service Assurance use cases?
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110. How do you gather requirements?
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111. When is the estimated completion date?
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112. Is it clearly defined in and to your organization what you do?
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113. Do you have a Customer Service Assurance success story or case study ready to tell and