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qualitative and quantitative)?

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      5. Are the Customer Service Assurance requirements testable?

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      6. How do you think the partners involved in Customer Service Assurance would have defined success?

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      7. Are resources adequate for the scope?

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

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      9. Are all requirements met?

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      10. What are the requirements for audit information?

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      11. Is there a Customer Service Assurance management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?

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      12. Does the scope remain the same?

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      13. Have all of the relationships been defined properly?

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      14. What baselines are required to be defined and managed?

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

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

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      17. What is the definition of Customer Service Assurance excellence?

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      18. What happens if Customer Service Assurance’s scope changes?

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

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      20. What is the scope?

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      21. What sort of initial information to gather?

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      22. What would be the goal or target for a Customer Service Assurance’s improvement team?

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      23. Are task requirements clearly defined?

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      24. Are roles and responsibilities formally defined?

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      25. What is out-of-scope initially?

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      26. What are the record-keeping requirements of Customer Service Assurance activities?

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      27. Does the team have regular meetings?

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

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      29. What are the dynamics of the communication plan?

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      30. Do you all define Customer Service Assurance in the same way?

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      31. Why are you doing Customer Service Assurance and what is the scope?

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      32. Is the Customer Service Assurance scope manageable?

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

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      34. Who are the Customer Service Assurance improvement team members, including Management Leads and Coaches?

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      35. What is the context?

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      36. Are there any constraints known that bear on the ability to perform Customer Service Assurance work? How is the team addressing them?

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      37. If substitutes have been appointed, have they been briefed on the Customer Service Assurance goals and received regular communications as to the progress to date?

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      38. Is the scope of Customer Service Assurance defined?

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      39. Is Customer Service Assurance required?

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      40. When is/was the Customer Service Assurance start date?

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      41. Are accountability and ownership for Customer Service Assurance clearly defined?

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      42. What gets examined?

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      43. How do you manage changes in Customer Service Assurance requirements?

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      44. What is the scope of Customer Service Assurance?

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      45. In what way can you redefine the criteria of choice clients have in your category in your favor?

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

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

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      48. Have specific policy objectives been defined?

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      49. What critical content must be communicated – who, what, when, where, and how?

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      50. What are the rough order estimates on cost savings/opportunities that Customer Service Assurance brings?

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      51. How and when will the baselines be defined?

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      52. How do you hand over Customer Service Assurance context?

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      53. How do you manage scope?

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

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      55. Who is gathering Customer Service Assurance information?

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      56. Are approval levels defined for contracts and supplements to contracts?

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      57. Do you have organizational privacy requirements?

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      58. Is there a critical path to deliver Customer Service Assurance results?

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      59. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?

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      60. What defines best in class?

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