Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk

measurable requirements? How?

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      49. What customer feedback methods were used to solicit their input?

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      50. 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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      51. Do you have a Self-service success story or case study ready to tell and share?

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      52. Is Self-service currently on schedule according to the plan?

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      53. Is there a Self-service management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?

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      54. What key stakeholder process output measure(s) does Self-service leverage and how?

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      55. Have you regarded in which context where self-service is more likely to be used?

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      56. Are there any constraints known that bear on the ability to perform Self-service work? How is the team addressing them?

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      57. What would be the goal or target for a Self-service’s improvement team?

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      58. Is Self-service linked to key stakeholder goals and objectives?

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      59. Who defines (or who defined) the rules and roles?

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      60. Has the direction changed at all during the course of Self-service? If so, when did it change and why?

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      61. How can user involvement, in a self-service technology context, contribute to new ideas?

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      62. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?

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      63. Does the integration come with self-service capabilities or requires extensive technical training?

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      64. Is the work to date meeting requirements?

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      65. Has the Self-service 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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      66. Will team members perform Self-service work when assigned and in a timely fashion?

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      67. Will team members regularly document their Self-service work?

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      68. Is a fully trained team formed, supported, and committed to work on the Self-service improvements?

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      69. Does the team have regular meetings?

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      70. What knowledge or experience is required?

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      71. Is the team equipped with available and reliable resources?

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      72. Has a high-level ‘as is’ process map been completed, verified and validated?

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      73. Why are you doing Self-service and what is the scope?

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      74. How does the Self-service manager ensure against scope creep?

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      75. When are meeting minutes sent out? Who is on the distribution list?

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      76. What are the dynamics of the communication plan?

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      77. Who approved the Self-service scope?

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      78. Is there a critical path to deliver Self-service results?

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      79. What are the rough order estimates on cost savings/opportunities that Self-service brings?

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      80. How will the Self-service team and the group measure complete success of Self-service?

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      81. What defines best in class?

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      82. Are there different segments of customers?

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      83. Is full participation by members in regularly held team meetings guaranteed?

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      84. Will a self-service portal be required?

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      85. Is data collected and displayed to better understand customer(s) critical needs and requirements.

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      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 Self-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. How can you reduce costs?

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      2. How long to keep data and how to manage retention costs?

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      3. Why do business users need or want better self-service for analytics?

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      4. What percentage of your department has access to self-service analytics tools?

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      5. Do you have any cost Self-service limitation requirements?

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      6. Why do the measurements/indicators matter?

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      7. Is data collection planned and executed?

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      8. The approach of traditional Self-service works for detail complexity but is focused on a systematic approach rather than an understanding of the nature of systems themselves, what approach will permit your organization to deal with the kind of unpredictable emergent behaviors that dynamic complexity can introduce?

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      9. Are you able to realize any cost savings?

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      10. What are the Self-service investment costs?