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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 Directory Assistance Service 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. Are actual costs in line with budgeted costs?
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2. Is a follow-up focused external Directory Assistance Service review required?
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3. Are you able to realize any cost savings?
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4. What are allowable costs?
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5. Where is it measured?
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6. How will the Directory Assistance Service data be analyzed?
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7. Does management have the right priorities among projects?
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8. How do you verify Directory Assistance Service completeness and accuracy?
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9. Why do you expend time and effort to implement measurement, for whom?
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10. What is the cause of any Directory Assistance Service gaps?
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11. What causes mismanagement?
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12. How do you control the overall costs of your work processes?
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13. How do you focus on what is right -not who is right?
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14. What are the uncertainties surrounding estimates of impact?
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15. What causes innovation to fail or succeed in your organization?
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16. How do you aggregate measures across priorities?
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17. How will you measure your Directory Assistance Service effectiveness?
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18. Are there measurements based on task performance?
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19. How can you reduce costs?
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20. Are the measurements objective?
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21. How do your measurements capture actionable Directory Assistance Service information for use in exceeding your customers expectations and securing your customers engagement?
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22. What drives O&M cost?
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23. Are there competing Directory Assistance Service priorities?
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24. How do you verify performance?
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25. What measurements are being captured?
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26. What are the operational costs after Directory Assistance Service deployment?
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27. What measurements are possible, practicable and meaningful?
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28. Is there an opportunity to verify requirements?
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29. Do you have any cost Directory Assistance Service limitation requirements?
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30. How do you measure lifecycle phases?
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31. What methods are feasible and acceptable to estimate the impact of reforms?
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32. Why do the measurements/indicators matter?
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33. Who should receive measurement reports?
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34. What are your customers expectations and measures?
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35. How much does it cost?
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36. How can you reduce the costs of obtaining inputs?
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37. Do you verify that corrective actions were taken?
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38. What causes investor action?
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39. What evidence is there and what is measured?
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40. When are costs are incurred?
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41. What does a Test Case verify?
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