LITMIR.BIZ

Скачать книгу

team tracking and documenting its work?

      <--- Score

      5. Is the scope of Directory Assistance Service defined?

      <--- Score

      6. Will a Directory Assistance Service production readiness review be required?

      <--- Score

      7. Are there different segments of customers?

      <--- Score

      8. Has the Directory Assistance 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?

      <--- Score

      9. What sort of initial information to gather?

      <--- Score

      10. Has a team charter been developed and communicated?

      <--- Score

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

      <--- Score

      12. Who are the Directory Assistance Service improvement team members, including Management Leads and Coaches?

      <--- Score

      13. Who is gathering Directory Assistance Service information?

      <--- Score

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

      <--- Score

      15. What are the compelling stakeholder reasons for embarking on Directory Assistance Service?

      <--- Score

      16. What are (control) requirements for Directory Assistance Service Information?

      <--- Score

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

      <--- Score

      18. What system do you use for gathering Directory Assistance Service information?

      <--- Score

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

      <--- Score

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

      <--- Score

      21. How would you define the culture at your organization, how susceptible is it to Directory Assistance Service changes?

      <--- Score

      22. 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?

      <--- Score

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

      <--- Score

      24. How do you think the partners involved in Directory Assistance Service would have defined success?

      <--- Score

      25. What information do you gather?

      <--- Score

      26. How often are the team meetings?

      <--- Score

      27. What scope to assess?

      <--- Score

      28. What is the definition of Directory Assistance Service excellence?

      <--- Score

      29. Do you all define Directory Assistance Service in the same way?

      <--- Score

      30. What intelligence can you gather?

      <--- Score

      31. Is Directory Assistance Service linked to key stakeholder goals and objectives?

      <--- Score

      32. Are required metrics defined, what are they?

      <--- Score

      33. How and when will the baselines be defined?

      <--- Score

      34. What is the scope of Directory Assistance Service?

      <--- Score

      35. Has your scope been defined?

      <--- Score

      36. How do you gather requirements?

      <--- Score

      37. What are the tasks and definitions?

      <--- Score

      38. Are accountability and ownership for Directory Assistance Service clearly defined?

      <--- Score

      39. Are there any constraints known that bear on the ability to perform Directory Assistance Service work? How is the team addressing them?

      <--- Score

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

      <--- Score

      41. What gets examined?

      <--- Score

      42. Do you have organizational privacy requirements?

      <--- Score

      43. What key stakeholder process output measure(s) does Directory Assistance Service leverage and how?

      <--- Score

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

      <--- Score

      45. Have the customer needs been translated into specific, measurable requirements? How?

      <--- Score

      46. What are the record-keeping requirements of Directory Assistance Service activities?

      <--- Score

      47. How do you gather the stories?

      <--- Score

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

      <--- Score

      49. What information should you gather?

      <--- Score

      50. Have all basic functions of Directory Assistance Service been defined?

      <--- Score

      51. Does the team have regular meetings?

      <--- Score

      52. How do you manage scope?

      <--- Score

      53. How will the Directory Assistance Service team and the group measure complete success of Directory Assistance Service?

      <--- Score

      54. What is out of scope?

      <--- Score

      55. What is out-of-scope initially?

      <--- Score

      56. How do you hand over Directory Assistance Service context?

      <--- Score

      57. How would you define Directory Assistance Service leadership?

      <--- Score

      58. Is the Directory Assistance Service scope complete and appropriately sized?

      <--- Score

      59. What are the core elements of the Directory Assistance Service business case?

      <--- Score

Скачать книгу