2.37 Source Selection Criteria: Customer Service Assurance209
2.38 Stakeholder Management Plan: Customer Service Assurance211
2.39 Change Management Plan: Customer Service Assurance213
3.0 Executing Process Group: Customer Service Assurance215
3.1 Team Member Status Report: Customer Service Assurance217
3.2 Change Request: Customer Service Assurance219
3.3 Change Log: Customer Service Assurance221
3.4 Decision Log: Customer Service Assurance223
3.5 Quality Audit: Customer Service Assurance225
3.6 Team Directory: Customer Service Assurance228
3.7 Team Operating Agreement: Customer Service Assurance230
3.8 Team Performance Assessment: Customer Service Assurance232
3.9 Team Member Performance Assessment: Customer Service Assurance234
3.10 Issue Log: Customer Service Assurance236
4.0 Monitoring and Controlling Process Group: Customer Service Assurance238
4.1 Project Performance Report: Customer Service Assurance240
4.2 Variance Analysis: Customer Service Assurance242
4.3 Earned Value Status: Customer Service Assurance244
4.4 Risk Audit: Customer Service Assurance246
4.5 Contractor Status Report: Customer Service Assurance248
4.6 Formal Acceptance: Customer Service Assurance250
5.0 Closing Process Group: Customer Service Assurance252
5.1 Procurement Audit: Customer Service Assurance254
5.2 Contract Close-Out: Customer Service Assurance256
5.3 Project or Phase Close-Out: Customer Service Assurance258
5.4 Lessons Learned: Customer Service Assurance260
Index262
CRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Is the quality assurance team identified?
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2. Think about the people you identified for your Customer Service Assurance project and the project responsibilities you would assign to them, what kind of training do you think they would need to perform these responsibilities effectively?
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3. How are you going to measure success?
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4. Who needs budgets?
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5. Are employees recognized for desired behaviors?
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6. What is the extent or complexity of the Customer Service Assurance problem?
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7. Did you miss any major Customer Service Assurance issues?
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8. What is the smallest subset of the problem you can usefully solve?
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9. What Customer Service Assurance events should you attend?
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10. Are there any specific expectations or concerns about the Customer Service Assurance team, Customer Service Assurance itself?
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11. To what extent does each concerned units management team recognize Customer Service Assurance as an effective investment?
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12. Is it needed?
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13. What information do users need?
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14. What are the stakeholder objectives to be achieved with Customer Service Assurance?
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15. Who needs to know about Customer Service Assurance?
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16. How many trainings, in total, are needed?
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17. Which information does the Customer Service Assurance business case need to include?
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18. Which issues are too important to ignore?
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19. What training and capacity building actions are needed to implement proposed reforms?
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20. Does Customer Service Assurance create potential expectations in other areas that need to be recognized and considered?
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21. What situation(s) led to this Customer Service Assurance Self Assessment?
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22. What is the problem or issue?
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23. Are controls defined to recognize and contain problems?
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24. To what extent would your organization benefit from being recognized as a award recipient?
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25. What Customer Service Assurance capabilities do you need?
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