Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk

section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Self-service Index at the beginning of the Self-Assessment.

      CRITERION #2: DEFINE:

      INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. Is the Self-service scope manageable?

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      2. How will variation in the actual durations of each activity be dealt with to ensure that the expected Self-service results are met?

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      3. What are the core elements of the Self-service business case?

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      4. What are the Self-service use cases?

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      5. What specifically is the problem? Where does it occur? When does it occur? What is its extent?

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      6. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

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      7. How was the ‘as is’ process map developed, reviewed, verified and validated?

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      8. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?

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      9. Is the Self-service scope complete and appropriately sized?

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      10. Is the team sponsored by a champion or stakeholder leader?

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      11. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?

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      12. What critical content must be communicated – who, what, when, where, and how?

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      13. Are stakeholder processes mapped?

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      14. What are the operating system and browser requirements for the SAP Employee Self-Service?

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      15. How do you keep key subject matter experts in the loop?

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      16. When is the estimated completion date?

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      17. What constraints exist that might impact the team?

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      18. 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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      19. Is the team formed and are team leaders (Coaches and Management Leads) assigned?

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      20. When is/was the Self-service start date?

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      21. Do you all define Self-service in the same way?

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      22. 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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      23. Are different versions of process maps needed to account for the different types of inputs?

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      24. Are customer(s) identified and segmented according to their different needs and requirements?

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      25. Are customers identified and high impact areas defined?

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      26. Has/have the customer(s) been identified?

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      27. What Self-service services do you require?

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      28. Has a project plan, Gantt chart, or similar been developed/completed?

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      29. Has everyone on the team, including the team leaders, been properly trained?

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      30. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?

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      31. How is the team tracking and documenting its work?

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      32. Are task requirements clearly defined?

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      33. How did the Self-service manager receive input to the development of a Self-service improvement plan and the estimated completion dates/times of each activity?

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      34. Is special Self-service user knowledge required?

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      35. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?

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      36. How often are the team meetings?

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      37. What scope to assess?

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      38. What are the compelling stakeholder reasons for embarking on Self-service?

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      39. Has a team charter been developed and communicated?

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      40. Are there any self-service requirements?

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      41. Do you track how self-service uptake is changing the type, duration and skills requirements in the live assistance channel?

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      42. Who are the Self-service improvement team members, including Management Leads and Coaches?

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      43. If substitutes have been appointed, have they been briefed on the Self-service goals and received regular communications as to the progress to date?

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      44. Are improvement team members fully trained on Self-service?

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      45. 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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      46. Are team charters developed?

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      47. Is the current ‘as is’ process being followed? If not, what are the discrepancies?

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      48. Have the customer needs been translated into