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      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

      Case Management Systems

      Scorecard Example13

      Case Management Systems

      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:91

      CRITERION #7: SUSTAIN:104

      Case Management Systems and Managing Projects, Criteria for Project Managers:129

      1.0 Initiating Process Group: Case Management Systems130

      1.1 Project Charter: Case Management Systems132

      1.2 Stakeholder Register: Case Management Systems134

      1.3 Stakeholder Analysis Matrix: Case Management Systems135

      2.0 Planning Process Group: Case Management Systems137

      2.1 Project Management Plan: Case Management Systems139

      2.2 Scope Management Plan: Case Management Systems141

      2.3 Requirements Management Plan: Case Management Systems143

      2.4 Requirements Documentation: Case Management Systems145

      2.5 Requirements Traceability Matrix: Case Management Systems147

      2.6 Project Scope Statement: Case Management Systems149

      2.7 Assumption and Constraint Log: Case Management Systems151

      2.8 Work Breakdown Structure: Case Management Systems153

      2.9 WBS Dictionary: Case Management Systems155

      2.10 Schedule Management Plan: Case Management Systems157

      2.11 Activity List: Case Management Systems159

      2.12 Activity Attributes: Case Management Systems161

      2.13 Milestone List: Case Management Systems163

      2.14 Network Diagram: Case Management Systems165

      2.15 Activity Resource Requirements: Case Management Systems167

      2.16 Resource Breakdown Structure: Case Management Systems168

      2.17 Activity Duration Estimates: Case Management Systems170

      2.18 Duration Estimating Worksheet: Case Management Systems172

      2.19 Project Schedule: Case Management Systems174

      2.20 Cost Management Plan: Case Management Systems176

      2.21 Activity Cost Estimates: Case Management Systems178

      2.22 Cost Estimating Worksheet: Case Management Systems180

      2.23 Cost Baseline: Case Management Systems182

      2.24 Quality Management Plan: Case Management Systems184

      2.25 Quality Metrics: Case Management Systems186

      2.26 Process Improvement Plan: Case Management Systems188

      2.27 Responsibility Assignment Matrix: Case Management Systems190

      2.28 Roles and Responsibilities: Case Management Systems192

      2.29 Human Resource Management Plan: Case Management Systems194

      2.30 Communications Management Plan: Case Management Systems196

      2.31 Risk Management Plan: Case Management Systems198

      2.32 Risk Register: Case Management Systems200

      2.33 Probability and Impact Assessment: Case Management Systems202

      2.34 Probability and Impact Matrix: Case Management Systems204

      2.35 Risk Data Sheet: Case Management Systems206

      2.36 Procurement Management Plan: Case Management Systems208

      2.37 Source Selection Criteria: Case Management Systems210

      2.38 Stakeholder Management Plan: Case Management Systems212

      2.39 Change Management Plan: Case Management Systems214

      3.0 Executing Process Group: Case Management Systems216

      3.1 Team Member Status Report: Case Management Systems218

      3.2 Change Request: Case Management Systems220

      3.3 Change Log: Case Management Systems222

      3.4 Decision Log: Case Management Systems224

      3.5 Quality Audit: Case Management Systems226

      3.6 Team Directory: Case Management Systems229

      3.7 Team Operating Agreement: Case Management Systems231

      3.8 Team Performance Assessment: Case Management Systems233

      3.9 Team Member Performance Assessment: Case Management Systems235

      3.10 Issue Log: Case Management Systems237

      4.0 Monitoring and Controlling Process Group: Case Management Systems239

      4.1 Project Performance Report: Case Management Systems241

      4.2 Variance Analysis: Case Management Systems243

      4.3 Earned Value Status: Case Management Systems245

      4.4 Risk Audit: Case Management Systems247

      4.5 Contractor Status Report: Case Management Systems249

      4.6 Formal Acceptance: Case Management Systems251

      5.0 Closing Process Group: Case Management Systems253

      5.1 Procurement Audit: Case Management Systems255

      5.2 Contract Close-Out: Case Management Systems257

      5.3 Project or Phase Close-Out: Case Management Systems259

      5.4 Lessons Learned: Case Management Systems261

      Index263

      CRITERION #1: RECOGNIZE