Do you have a Self-service success story or case study ready to tell and share?
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52. Is Self-service currently on schedule according to the plan?
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53. Is there a Self-service management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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54. What key stakeholder process output measure(s) does Self-service leverage and how?
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55. Have you regarded in which context where self-service is more likely to be used?
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56. Are there any constraints known that bear on the ability to perform Self-service work? How is the team addressing them?
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57. What would be the goal or target for a Self-service’s improvement team?
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58. Is Self-service linked to key stakeholder goals and objectives?
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59. Who defines (or who defined) the rules and roles?
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60. Has the direction changed at all during the course of Self-service? If so, when did it change and why?
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61. How can user involvement, in a self-service technology context, contribute to new ideas?
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62. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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63. Does the integration come with self-service capabilities or requires extensive technical training?
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64. Is the work to date meeting requirements?
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65. Has the Self-service 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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66. Will team members perform Self-service work when assigned and in a timely fashion?
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67. Will team members regularly document their Self-service work?
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68. Is a fully trained team formed, supported, and committed to work on the Self-service improvements?
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69. Does the team have regular meetings?
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70. What knowledge or experience is required?
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71. Is the team equipped with available and reliable resources?
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72. Has a high-level ‘as is’ process map been completed, verified and validated?
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73. Why are you doing Self-service and what is the scope?
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74. How does the Self-service manager ensure against scope creep?
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75. When are meeting minutes sent out? Who is on the distribution list?
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76. What are the dynamics of the communication plan?
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77. Who approved the Self-service scope?
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78. Is there a critical path to deliver Self-service results?
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79. What are the rough order estimates on cost savings/opportunities that Self-service brings?
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80. How will the Self-service team and the group measure complete success of Self-service?
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81. What defines best in class?
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82. Are there different segments of customers?
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83. Is full participation by members in regularly held team meetings guaranteed?
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84. Will a self-service portal be required?
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85. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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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 Self-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. How can you reduce costs?
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2. How long to keep data and how to manage retention costs?
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3. Why do business users need
