Voice Analysis A Complete Guide - 2020 Edition. Gerardus Blokdyk

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

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      73. Is there a critical path to deliver Voice analysis results?

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      74. Do you have organizational privacy requirements?

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

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      76. How do you build the right business case?

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      77. What is the scope of Voice analysis?

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      78. What key stakeholder process output measure(s) does Voice analysis leverage and how?

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      79. What scope to assess?

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      80. Is the scope of Voice analysis defined?

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      81. Has the direction changed at all during the course of Voice analysis? If so, when did it change and why?

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      82. What is the definition of Voice analysis excellence?

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      83. The political context: who holds power?

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      84. What would be the goal or target for a Voice analysis’s improvement team?

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      85. What is the scope of the Voice analysis work?

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      86. What is a worst-case scenario for losses?

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      87. How can the value of Voice analysis be defined?

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      88. What information do you gather?

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      89. Is the work to date meeting requirements?

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      90. How and when will the baselines be defined?

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

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      92. Are accountability and ownership for Voice analysis clearly defined?

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      93. Is Voice analysis currently on schedule according to the plan?

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      94. How will the Voice analysis team and the group measure complete success of Voice analysis?

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      95. What is the scope?

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      96. What sources do you use to gather information for a Voice analysis study?

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      97. What information should you gather?

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      98. Is Voice analysis required?

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      99. What happens if Voice analysis’s scope changes?

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

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

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      102. 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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      103. What is out-of-scope initially?

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      104. How do you gather the stories?

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      105. Are the Voice analysis requirements testable?

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

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      107. Has your scope been defined?

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

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      109. Are roles and responsibilities formally defined?

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      110. How do you catch Voice analysis definition inconsistencies?

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      111. What are the Voice analysis tasks and definitions?

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

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      113. Is it clearly defined in and to your organization what you do?

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      114. How are consistent Voice analysis definitions important?

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      115. What constraints exist that might impact the team?

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      116. 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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      117. How do you gather Voice analysis requirements?

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      118. Has a team charter been developed and communicated?

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      119. 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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      120. Are different versions of process maps needed to account for the different types of inputs?

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      121. What are the tasks and definitions?

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      122. Has the Voice analysis 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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      123. How do you hand over Voice analysis context?

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      124. Is there a clear Voice analysis case definition?

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      125. What Voice analysis services do you require?

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      126. What gets examined?

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      127. Is there any additional Voice analysis definition of success?

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      128. Who is gathering Voice analysis information?

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