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      34. How is the value delivered by Customer Service Assurance being measured?

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      35. How do you measure success?

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      36. What is the total fixed cost?

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

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      38. What drives O&M cost?

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      39. What details are required of the Customer Service Assurance cost structure?

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      40. How do you measure lifecycle phases?

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      41. How can you measure the performance?

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      42. What are your customers expectations and measures?

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

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      44. Is there an opportunity to verify requirements?

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      45. What are the costs of delaying Customer Service Assurance action?

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      46. How do your measurements capture actionable Customer Service Assurance information for use in exceeding your customers expectations and securing your customers engagement?

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      47. How do you aggregate measures across priorities?

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      48. Does the Customer Service Assurance task fit the client’s priorities?

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      49. How do you verify the Customer Service Assurance requirements quality?

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      50. What relevant entities could be measured?

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      51. What causes mismanagement?

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      52. What do people want to verify?

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      53. Where is the cost?

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      54. Are indirect costs charged to the Customer Service Assurance program?

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      55. What can be used to verify compliance?

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      56. Among the Customer Service Assurance product and service cost to be estimated, which is considered hardest to estimate?

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      57. Do you have any cost Customer Service Assurance limitation requirements?

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      58. What could cause you to change course?

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      59. What are the Customer Service Assurance key cost drivers?

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      60. How do you prevent mis-estimating cost?

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      61. Are there any easy-to-implement alternatives to Customer Service Assurance? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

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      62. Are you aware of what could cause a problem?

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      63. Are the units of measure consistent?

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      64. What is measured? Why?

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      65. How will measures be used to manage and adapt?

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

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      67. Which Customer Service Assurance impacts are significant?

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      68. How do you measure efficient delivery of Customer Service Assurance services?

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      69. What measurements are being captured?

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      70. Was a business case (cost/benefit) developed?

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      71. What would it cost to replace your technology?

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      72. What evidence is there and what is measured?

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      73. Are you able to realize any cost savings?

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      74. How will success or failure be measured?

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      75. Has a cost center been established?

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      76. What does losing customers cost your organization?

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      77. Do you have an issue in getting priority?

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      78. What are your key Customer Service Assurance organizational performance measures, including key short and longer-term financial measures?

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      79. How will your organization measure success?

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      80. Do you have a flow diagram of what happens?

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      81. What does a Test Case verify?

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      82. Have you made assumptions about the shape of the future, particularly its impact on your customers and competitors?

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      83. What methods are feasible and acceptable to estimate the impact of reforms?

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      84. What are the strategic priorities for this year?

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      85. Are actual costs in line with budgeted costs?

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      86. How will effects be measured?

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      87. Are the Customer Service Assurance benefits worth its costs?

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      88. Did you tackle the cause or the symptom?

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      89. How are measurements made?

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      90. How do you measure variability?

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      91. What are you verifying?

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      92. How do you verify and develop ideas and innovations?

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      93. What is the cost of rework?

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