context?
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53. How do you manage scope?
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54. What is a worst-case scenario for losses?
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55. Who is gathering Customer Service Assurance information?
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56. Are approval levels defined for contracts and supplements to contracts?
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57. Do you have organizational privacy requirements?
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58. Is there a critical path to deliver Customer Service Assurance results?
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59. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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60. What defines best in class?
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61. Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it could be?
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62. Is the Customer Service Assurance scope complete and appropriately sized?
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63. What sources do you use to gather information for a Customer Service Assurance study?
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64. 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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65. Has a high-level ‘as is’ process map been completed, verified and validated?
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66. What is in the scope and what is not in scope?
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67. What are the compelling stakeholder reasons for embarking on Customer Service Assurance?
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68. Is Customer Service Assurance linked to key stakeholder goals and objectives?
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69. What information should you gather?
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70. How do you catch Customer Service Assurance definition inconsistencies?
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71. Has a team charter been developed and communicated?
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72. What information do you gather?
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73. Has the Customer Service Assurance work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?
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74. What are (control) requirements for Customer Service Assurance Information?
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75. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?
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76. Are there different segments of customers?
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77. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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78. Will a Customer Service Assurance production readiness review be required?
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79. What are the core elements of the Customer Service Assurance business case?
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80. How do you build the right business case?
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81. What customer feedback methods were used to solicit their input?
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82. How do you manage unclear Customer Service Assurance requirements?
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83. How do you gather Customer Service Assurance requirements?
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84. The political context: who holds power?
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85. Is scope creep really all bad news?
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86. How can the value of Customer Service Assurance be defined?
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87. Are required metrics defined, what are they?
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88. How have you defined all Customer Service Assurance requirements first?
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89. How often are the team meetings?
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90. How will the Customer Service Assurance team and the group measure complete success of Customer Service Assurance?
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91. What Customer Service Assurance services do you require?
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92. What system do you use for gathering Customer Service Assurance information?
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93. What scope do you want your strategy to cover?
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94. Has your scope been defined?
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95. What key stakeholder process output measure(s) does Customer Service Assurance leverage and how?
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