Название | Directory Assistance Service A Complete Guide - 2020 Edition |
---|---|
Автор произведения | Gerardus Blokdyk |
Жанр | Зарубежная деловая литература |
Серия | |
Издательство | Зарубежная деловая литература |
Год выпуска | 0 |
isbn | 9781867459095 |
<--- Score
115. 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?
<--- Score
116. Will team members regularly document their Directory Assistance Service work?
<--- Score
117. Are audit criteria, scope, frequency and methods defined?
<--- Score
118. What is in the scope and what is not in scope?
<--- Score
119. Are customer(s) identified and segmented according to their different needs and requirements?
<--- Score
120. Who is gathering information?
<--- Score
121. Is there any additional Directory Assistance Service definition of success?
<--- Score
122. Have specific policy objectives been defined?
<--- Score
123. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
<--- Score
124. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
<--- Score
125. When is the estimated completion date?
<--- Score
126. Are roles and responsibilities formally defined?
<--- Score
127. What constraints exist that might impact the team?
<--- Score
128. Are the Directory Assistance Service requirements testable?
<--- Score
129. The political context: who holds power?
<--- Score
130. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
<--- Score
131. How can the value of Directory Assistance Service be defined?
<--- Score
132. Is Directory Assistance Service currently on schedule according to the plan?
<--- Score
133. How do you build the right business case?
<--- Score
134. How did the Directory Assistance Service manager receive input to the development of a Directory Assistance Service improvement plan and the estimated completion dates/times of each activity?
<--- Score
135. Is special Directory Assistance Service user knowledge required?
<--- Score
136. What Directory Assistance Service requirements should be gathered?
<--- Score
137. Who approved the Directory Assistance Service scope?
<--- Score
138. What is the definition of success?
<--- Score
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 Directory Assistance Service 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. Are actual costs in line with budgeted costs?
<--- Score
2. Is a follow-up focused external Directory Assistance Service review required?
<--- Score
3. Are you able to realize any cost savings?
<--- Score
4. What are allowable costs?
<--- Score
5. Where is it measured?
<--- Score
6. How will the Directory Assistance Service data be analyzed?
<--- Score
7. Does management have the right priorities among projects?
<--- Score
8. How do you verify Directory Assistance Service completeness and accuracy?
<--- Score
9. Why do you expend time and effort to implement measurement, for whom?
<--- Score
10. What is the cause of any Directory Assistance Service gaps?
<--- Score
11. What causes mismanagement?
<--- Score
12. How do you control the overall costs of your work processes?
<--- Score
13. How do you focus on what is right -not who is right?
<--- Score
14. What are the uncertainties surrounding estimates of impact?
<--- Score
15. What causes innovation to fail or succeed in your organization?
<--- Score
16. How do you aggregate measures across priorities?
<--- Score
17. How will you measure your Directory Assistance Service effectiveness?
<--- Score
18. Are there measurements based on task performance?
<--- Score
19. How can you reduce costs?
<--- Score
20. Are the measurements objective?
<--- Score
21. How do your measurements capture actionable Directory Assistance Service information for use in exceeding your customers expectations and securing your customers engagement?
<--- Score
22. What drives O&M cost?
<--- Score
23. Are there competing Directory Assistance Service priorities?
<--- Score
24. How do you verify performance?
<--- Score
25. What measurements are being captured?
<--- Score
26. What are the operational costs after Directory Assistance Service deployment?
<--- Score
27.