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documenting its work?

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

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

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

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      64. How do you catch Service Assurance Agent definition inconsistencies?

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      65. What Service Assurance Agent requirements should be gathered?

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

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

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      68. Is there a critical path to deliver Service Assurance Agent results?

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      69. What is the scope of Service Assurance Agent?

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      70. Is Service Assurance Agent linked to key stakeholder goals and objectives?

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

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      72. 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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      73. Is the Service Assurance Agent scope manageable?

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      74. Are roles and responsibilities formally defined?

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      75. Why are you doing Service Assurance Agent and what is the scope?

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      76. What is the worst case scenario?

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

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      78. What information do you gather?

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      79. Is there any additional Service Assurance Agent definition of success?

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      80. Will team members perform Service Assurance Agent work when assigned and in a timely fashion?

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      81. Have all of the relationships been defined properly?

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      82. Are the Service Assurance Agent requirements testable?

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      83. How would you define Service Assurance Agent leadership?

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      84. The political context: who holds power?

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      85. What are the requirements for audit information?

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

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

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      88. Where can you gather more information?

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      89. When is the estimated completion date?

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      90. Is the work to date meeting requirements?

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      91. What is the scope of the Service Assurance Agent effort?

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      92. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?

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      93. 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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      94. Will a Service Assurance Agent production readiness review be required?

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

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

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      97. Is the scope of Service Assurance Agent defined?

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

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      99. What is the definition of Service Assurance Agent excellence?

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

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

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      102. What are the tasks and definitions?

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      103. How do you manage unclear Service Assurance Agent requirements?

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

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

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

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

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      108. What intelligence can you gather?

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

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

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      111. What are the Service Assurance Agent tasks and definitions?

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

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      113. Does the team have regular meetings?

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      114. How do you manage scope?

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