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      114. Where can you gather more information?

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

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      116. Is special Customer Service Assurance user knowledge required?

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      117. What is the definition of success?

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      118. What is the scope of the Customer Service Assurance effort?

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      119. How do you gather the stories?

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      120. What Customer Service Assurance requirements should be gathered?

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      121. What scope to assess?

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      122. Has a project plan, Gantt chart, or similar been developed/completed?

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      123. How is the team tracking and documenting its work?

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      124. Is Customer Service Assurance currently on schedule according to the plan?

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      125. What is the worst case scenario?

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      126. Is the current ‘as is’ process being followed? If not, what are the discrepancies?

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      127. Who is gathering information?

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

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      129. What are the tasks and definitions?

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      130. Who approved the Customer Service Assurance scope?

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

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      132. Has a Customer Service Assurance requirement not been met?

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      133. What is the scope of the Customer Service Assurance work?

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      134. How are consistent Customer Service Assurance definitions important?

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      135. How does the Customer Service Assurance manager ensure against scope creep?

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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 Customer Service Assurance 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. What users will be impacted?

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      2. Are supply costs steady or fluctuating?

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      3. How can you measure Customer Service Assurance in a systematic way?

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      4. What are your primary costs, revenues, assets?

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      5. What are allowable costs?

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      6. What are the costs and benefits?

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      7. What are your operating costs?

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      8. What are the uncertainties surrounding estimates of impact?

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      9. What are hidden Customer Service Assurance quality costs?

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      10. What is your Customer Service Assurance quality cost segregation study?

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      11. How can you manage cost down?

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      12. Do the benefits outweigh the costs?

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      13. What causes extra work or rework?

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      14. How can a Customer Service Assurance test verify your ideas or assumptions?

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      15. What is your decision requirements diagram?

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      16. How is performance measured?

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      17. How frequently do you track Customer Service Assurance measures?

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      18. How long to keep data and how to manage retention costs?

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      19. Are there measurements based on task performance?

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      20. How much does it cost?

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      21. How will costs be allocated?

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      22. How do you quantify and qualify impacts?

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      23. What disadvantage does this cause for the user?

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      24. Are the measurements objective?

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      25. Do you effectively measure and reward individual and team performance?

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      26. What are the estimated costs of proposed changes?

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      27. At what cost?

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      28. Does management have the right priorities among projects?

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      29. Are there competing Customer Service Assurance priorities?

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      30. What are the operational costs after Customer Service Assurance deployment?

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      31. How sensitive must the Customer Service Assurance strategy be to cost?

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      32. What are the costs of reform?

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      33. What causes investor action?

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