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70. What is the Customer Service Assurance problem definition? What do you need to resolve?
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71. Will a response program recognize when a crisis occurs and provide some level of response?
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72. How do you recognize an objection?
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73. Do you recognize Customer Service Assurance achievements?
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74. What do employees need in the short term?
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75. What do you need to start doing?
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76. Is the need for organizational change recognized?
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77. Looking at each person individually – does every one have the qualities which are needed to work in this group?
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78. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?
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79. As a sponsor, customer or management, how important is it to meet goals, objectives?
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80. What activities does the governance board need to consider?
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81. Are there regulatory / compliance issues?
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82. Consider your own Customer Service Assurance project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
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83. What should be considered when identifying available resources, constraints, and deadlines?
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84. Who needs to know?
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85. How do you identify subcontractor relationships?
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86. How are the Customer Service Assurance’s objectives aligned to the group’s overall stakeholder strategy?
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87. Have you identified your Customer Service Assurance key performance indicators?
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88. What else needs to be measured?
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89. What needs to be done?
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90. How are training requirements identified?
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91. Why the need?
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92. What are your needs in relation to Customer Service Assurance skills, labor, equipment, and markets?
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93. What creative shifts do you need to take?
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94. How do you take a forward-looking perspective in identifying Customer Service Assurance research related to market response and models?
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95. Does the problem have ethical dimensions?
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96. What would happen if Customer Service Assurance weren’t done?
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97. How do you identify the kinds of information that you will need?
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98. What is the problem and/or vulnerability?
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99. Are you dealing with any of the same issues today as yesterday? What can you do about this?
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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 Customer Service Assurance Index at the beginning of the Self-Assessment.
CRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
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 the Customer Service Assurance requirements complete?
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2. How did the Customer Service Assurance manager receive input to the development of a Customer Service Assurance improvement plan and the estimated completion dates/times of each activity?
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3. What constraints exist that might impact the team?
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4. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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5. Are the Customer Service Assurance requirements testable?
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6. How do you think the partners involved in Customer Service Assurance would have defined success?
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7. Are resources adequate for the scope?
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8. How do you keep key subject matter experts in the loop?
