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      61. 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?

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      62. Is the Customer Service Assurance scope complete and appropriately sized?

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      63. What sources do you use to gather information for a Customer Service Assurance study?

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      64. 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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      65. Has a high-level ‘as is’ process map been completed, verified and validated?

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

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      67. What are the compelling stakeholder reasons for embarking on Customer Service Assurance?

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      68. Is Customer Service Assurance linked to key stakeholder goals and objectives?

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      69. What information should you gather?

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      70. How do you catch Customer Service Assurance definition inconsistencies?

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      71. Has a team charter been developed and communicated?

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      72. What information do you gather?

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      73. Has the Customer Service Assurance work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?

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      74. What are (control) requirements for Customer Service Assurance Information?

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      75. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?

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      76. Are there different segments of customers?

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      77. What specifically is the problem? Where does it occur? When does it occur? What is its extent?

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      78. Will a Customer Service Assurance production readiness review be required?

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      79. What are the core elements of the Customer Service Assurance business case?

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      80. How do you build the right business case?

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

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      82. How do you manage unclear Customer Service Assurance requirements?

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      83. How do you gather Customer Service Assurance requirements?

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      84. The political context: who holds power?

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      85. Is scope creep really all bad news?

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      86. How can the value of Customer Service Assurance be defined?

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      87. Are required metrics defined, what are they?

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      88. How have you defined all Customer Service Assurance requirements first?

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      89. How often are the team meetings?

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      90. How will the Customer Service Assurance team and the group measure complete success of Customer Service Assurance?

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      91. What Customer Service Assurance services do you require?

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      92. What system do you use for gathering Customer Service Assurance information?

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      93. What scope do you want your strategy to cover?

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      94. Has your scope been defined?

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      95. What key stakeholder process output measure(s) does Customer Service Assurance leverage and how?

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

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      97. How will variation in the actual durations of each activity be dealt with to ensure that the expected Customer Service Assurance results are met?

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      98. What was the context?

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      99. Is there any additional Customer Service Assurance definition of success?

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

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      101. How would you define the culture at your organization, how susceptible is it to Customer Service Assurance changes?

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      102. What are the Customer Service Assurance tasks and definitions?

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      103. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?

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      104. Has the direction changed at all during the course of Customer Service Assurance? If so, when did it change and why?

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

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      106. Is there a clear Customer Service Assurance case definition?

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

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      108. Scope of sensitive information?

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      109. What are the Customer Service Assurance use cases?

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      110. How do you gather requirements?

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      111. When is the estimated completion date?

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      112. Is it clearly defined in and to your organization what you do?

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      113. Do you have a Customer Service Assurance success story or case study ready to tell and

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