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