style="font-size:15px;"> the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Service Assurance Scorecard on the second next page of the Self-Assessment.
Your completed Customer Service Assurance Scorecard will give you a clear presentation of which Customer Service Assurance areas need attention.
Customer Service Assurance
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Service Assurance
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Customer Service Assurance
Scorecard Example13
Customer Service Assurance
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:44
CRITERION #4: ANALYZE:58
CRITERION #5: IMPROVE:74
CRITERION #6: CONTROL:90
CRITERION #7: SUSTAIN:102
Customer Service Assurance and Managing Projects, Criteria for Project Managers:128
1.0 Initiating Process Group: Customer Service Assurance129
1.1 Project Charter: Customer Service Assurance131
1.2 Stakeholder Register: Customer Service Assurance133
1.3 Stakeholder Analysis Matrix: Customer Service Assurance134
2.0 Planning Process Group: Customer Service Assurance136
2.1 Project Management Plan: Customer Service Assurance138
2.2 Scope Management Plan: Customer Service Assurance140
2.3 Requirements Management Plan: Customer Service Assurance142
2.4 Requirements Documentation: Customer Service Assurance144
2.5 Requirements Traceability Matrix: Customer Service Assurance146
2.6 Project Scope Statement: Customer Service Assurance148
2.7 Assumption and Constraint Log: Customer Service Assurance150
2.8 Work Breakdown Structure: Customer Service Assurance152
2.9 WBS Dictionary: Customer Service Assurance154
2.10 Schedule Management Plan: Customer Service Assurance156
2.11 Activity List: Customer Service Assurance158
2.12 Activity Attributes: Customer Service Assurance160
2.13 Milestone List: Customer Service Assurance162
2.14 Network Diagram: Customer Service Assurance164
2.15 Activity Resource Requirements: Customer Service Assurance166
2.16 Resource Breakdown Structure: Customer Service Assurance167
2.17 Activity Duration Estimates: Customer Service Assurance169
2.18 Duration Estimating Worksheet: Customer Service Assurance171
2.19 Project Schedule: Customer Service Assurance173
2.20 Cost Management Plan: Customer Service Assurance175
2.21 Activity Cost Estimates: Customer Service Assurance177
2.22 Cost Estimating Worksheet: Customer Service Assurance179
2.23 Cost Baseline: Customer Service Assurance181
2.24 Quality Management Plan: Customer Service Assurance183
2.25 Quality Metrics: Customer Service Assurance185
2.26 Process Improvement Plan: Customer Service Assurance187
2.27 Responsibility Assignment Matrix: Customer Service Assurance189
2.28 Roles and Responsibilities: Customer Service Assurance191
2.29 Human Resource Management Plan: Customer Service Assurance193
2.30 Communications Management Plan: Customer Service Assurance195
2.31 Risk Management Plan: Customer Service Assurance197
2.32 Risk Register: Customer Service Assurance199
2.33 Probability and Impact Assessment: Customer Service Assurance201
2.34 Probability and Impact Matrix: Customer Service Assurance203
2.35 Risk Data Sheet: Customer Service Assurance205
2.36 Procurement Management Plan: Customer Service
