LITMIR.BIZ

Скачать книгу

are available?

      <--- Score

      54. Why is this needed?

      <--- Score

      55. Do you need to avoid or amend any Customer Service Assurance activities?

      <--- Score

      56. Where is training needed?

      <--- Score

      57. Are there recognized Customer Service Assurance problems?

      <--- Score

      58. Whom do you really need or want to serve?

      <--- Score

      59. Can management personnel recognize the monetary benefit of Customer Service Assurance?

      <--- Score

      60. What tools and technologies are needed for a custom Customer Service Assurance project?

      <--- Score

      61. What are the timeframes required to resolve each of the issues/problems?

      <--- Score

      62. Will it solve real problems?

      <--- Score

      63. What are the expected benefits of Customer Service Assurance to the stakeholder?

      <--- Score

      64. What does Customer Service Assurance success mean to the stakeholders?

      <--- Score

      65. What vendors make products that address the Customer Service Assurance needs?

      <--- Score

      66. Who defines the rules in relation to any given issue?

      <--- Score

      67. Who needs what information?

      <--- Score

      68. Do you know what you need to know about Customer Service Assurance?

      <--- Score

      69. How does it fit into your organizational needs and tasks?

      <--- Score

      70. What is the Customer Service Assurance problem definition? What do you need to resolve?

      <--- Score

      71. Will a response program recognize when a crisis occurs and provide some level of response?

      <--- Score

      72. How do you recognize an objection?

      <--- Score

      73. Do you recognize Customer Service Assurance achievements?

      <--- Score

      74. What do employees need in the short term?

      <--- Score

      75. What do you need to start doing?

      <--- Score

      76. Is the need for organizational change recognized?

      <--- Score

      77. Looking at each person individually – does every one have the qualities which are needed to work in this group?

      <--- Score

      78. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?

      <--- Score

      79. As a sponsor, customer or management, how important is it to meet goals, objectives?

      <--- Score

      80. What activities does the governance board need to consider?

      <--- Score

      81. Are there regulatory / compliance issues?

      <--- Score

      82. Consider your own Customer Service Assurance project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

      <--- Score

      83. What should be considered when identifying available resources, constraints, and deadlines?

      <--- Score

      84. Who needs to know?

      <--- Score

      85. How do you identify subcontractor relationships?

      <--- Score

      86. How are the Customer Service Assurance’s objectives aligned to the group’s overall stakeholder strategy?

      <--- Score

      87. Have you identified your Customer Service Assurance key performance indicators?

      <--- Score

      88. What else needs to be measured?

      <--- Score

      89. What needs to be done?

      <--- Score

      90. How are training requirements identified?

      <--- Score

      91. Why the need?

      <--- Score

      92. What are your needs in relation to Customer Service Assurance skills, labor, equipment, and markets?

      <--- Score

      93. What creative shifts do you need to take?

      <--- Score

      94. How do you take a forward-looking perspective in identifying Customer Service Assurance research related to market response and models?

      <--- Score

      95. Does the problem have ethical dimensions?

      <--- Score

      96. What would happen if Customer Service Assurance weren’t done?

      <--- Score

      97. How do you identify the kinds of information that you will need?

      <--- Score

      98. What is the problem and/or vulnerability?

      <--- Score

      99. Are you dealing with any of the same issues today as yesterday? What can you do about this?

      <--- Score

      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 Customer Service Assurance Index at the beginning of the Self-Assessment.

      CRITERION #2: DEFINE:

      INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.

      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 the Customer Service Assurance requirements complete?

      <--- Score

      2. How did the Customer Service Assurance manager receive input to the development of a Customer Service Assurance improvement plan and the estimated completion dates/times of each activity?

      <--- Score

      3. What constraints exist that might impact the team?

      <--- Score

      4. Has the improvement team collected the ‘voice of the customer’ (obtained feedback

Скачать книгу