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with available and reliable resources?

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      115. 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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      116. Will team members regularly document their Directory Assistance Service work?

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      117. Are audit criteria, scope, frequency and methods defined?

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      118. What is in the scope and what is not in scope?

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

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      120. Who is gathering information?

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      121. Is there any additional Directory Assistance Service definition of success?

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      122. Have specific policy objectives been defined?

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

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

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      125. When is the estimated completion date?

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      126. Are roles and responsibilities formally defined?

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      127. What constraints exist that might impact the team?

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      128. Are the Directory Assistance Service requirements testable?

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      129. The political context: who holds power?

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

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      131. How can the value of Directory Assistance Service be defined?

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      132. Is Directory Assistance Service currently on schedule according to the plan?

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      133. How do you build the right business case?

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      134. How did the Directory Assistance Service manager receive input to the development of a Directory Assistance Service improvement plan and the estimated completion dates/times of each activity?

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      135. Is special Directory Assistance Service user knowledge required?

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      136. What Directory Assistance Service requirements should be gathered?

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      137. Who approved the Directory Assistance Service scope?

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      138. What is the definition of success?

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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 Directory Assistance 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. Are actual costs in line with budgeted costs?

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      2. Is a follow-up focused external Directory Assistance Service review required?

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      3. Are you able to realize any cost savings?

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      4. What are allowable costs?

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      5. Where is it measured?

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      6. How will the Directory Assistance Service data be analyzed?

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      7. Does management have the right priorities among projects?

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      8. How do you verify Directory Assistance Service completeness and accuracy?

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      9. Why do you expend time and effort to implement measurement, for whom?

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      10. What is the cause of any Directory Assistance Service gaps?

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      11. What causes mismanagement?

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      12. How do you control the overall costs of your work processes?

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      13. How do you focus on what is right -not who is right?

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      14. What are the uncertainties surrounding estimates of impact?

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      15. What causes innovation to fail or succeed in your organization?

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      16. How do you aggregate measures across priorities?

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      17. How will you measure your Directory Assistance Service effectiveness?

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      18. Are there measurements based on task performance?

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      19. How can you reduce costs?

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      20. Are the measurements objective?

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      21. How do your measurements capture actionable Directory Assistance Service information for use in exceeding your customers expectations and securing your customers engagement?

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      22. What drives O&M cost?

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      23. Are there competing Directory Assistance Service priorities?

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      24. How do you verify performance?

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      25. What measurements are being captured?

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      26. What are the operational costs after Directory Assistance Service deployment?

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      27.

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