106. What sort of initial information to gather?
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107. What is out of scope?
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108. What is a worst-case scenario for losses?
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109. How are consistent Call data record definitions important?
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110. Is the Call data record scope manageable?
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111. Who are the Call data record improvement team members, including Management Leads and Coaches?
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112. What are the requirements for audit information?
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113. In what way can you redefine the criteria of choice clients have in your category in your favor?
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114. Is the scope of Call data record defined?
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115. Is the Call data record scope complete and appropriately sized?
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116. Is Call data record currently on schedule according to the plan?
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117. 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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118. 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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119. How would you define Call data record leadership?
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120. Is it clearly defined in and to your organization what you do?
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121. Are roles and responsibilities formally defined?
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122. What sources do you use to gather information for a Call data record study?
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123. What is the scope of Call data record?
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124. What are the tasks and definitions?
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125. Do you have organizational privacy requirements?
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126. Is Call data record required?
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127. Who approved the Call data record scope?
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128. What are the record-keeping requirements of Call data record activities?
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129. Has a high-level ‘as is’ process map been completed, verified and validated?
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130. Are approval levels defined for contracts and supplements to contracts?
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131. What is the worst case scenario?
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132. What is the scope of the Call data record work?
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133. What are the core elements of the Call data record business case?
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134. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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135. What defines best in class?
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136. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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137. How would you define the culture at your organization, how susceptible is it to Call data record changes?
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138. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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139. How do you gather the stories?
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140. What was the context?
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141. Has/have the customer(s) been identified?
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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 Call data record 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 relevant entities could be measured?
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2. What is the Call data record business impact?
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3. Are the Call data record benefits worth its costs?
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