Scope of sensitive information?
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96. Is the work to date meeting requirements?
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97. Is scope creep really all bad news?
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98. Has a Directory Assistance Service requirement not been met?
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99. 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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100. What is in scope?
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101. Has a project plan, Gantt chart, or similar been developed/completed?
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102. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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103. Are task requirements clearly defined?
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104. What would be the goal or target for a Directory Assistance Service’s improvement team?
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105. What critical content must be communicated – who, what, when, where, and how?
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106. What happens if Directory Assistance Service’s scope changes?
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107. How does the Directory Assistance Service manager ensure against scope creep?
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108. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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109. Are all requirements met?
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110. What is the context?
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111. What defines best in class?
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112. In what way can you redefine the criteria of choice clients have in your category in your favor?
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113. What is the worst case scenario?
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114. Is the team equipped with available and reliable resources?
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115. 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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116. Will team members regularly document their Directory Assistance Service work?
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117. Are audit criteria, scope, frequency and methods defined?
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118. What is in the scope and what is not in scope?
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119. Are customer(s) identified and segmented according to their different needs and requirements?
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120. Who is gathering information?
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121. Is there any additional Directory Assistance Service definition of success?
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122. Have specific policy objectives been defined?
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123. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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124. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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125. When is the estimated completion date?
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126. Are roles and responsibilities formally defined?
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127. What constraints exist that might impact the team?
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128. Are the Directory Assistance Service requirements testable?
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129. The political context: who holds power?
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130. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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131. How can the value of Directory Assistance Service be defined?
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132. Is Directory Assistance Service currently on schedule according to the plan?
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133. How do you build the right business case?
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134. How did the Directory Assistance Service manager receive input to the development of a Directory Assistance Service improvement plan and the estimated completion dates/times of each activity?
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135. Is special Directory Assistance Service user knowledge required?
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136. What Directory Assistance Service requirements should be gathered?
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137. Who approved the Directory Assistance Service scope?
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138. What is the definition of success?
