my belief,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 Digital Customer Experience Scorecard on the second next page of the Self-Assessment.
Your completed Digital Customer Experience Scorecard will give you a clear presentation of which Digital Customer Experience areas need attention.
Digital Customer Experience
Scorecard Example
Example of how the finalized Scorecard can look like:
Digital Customer Experience
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
Digital Customer Experience
Scorecard Example13
Digital Customer Experience
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:45
CRITERION #4: ANALYZE:60
CRITERION #5: IMPROVE:75
CRITERION #6: CONTROL:92
CRITERION #7: SUSTAIN:105
Digital Customer Experience and Managing Projects, Criteria for Project Managers:131
1.0 Initiating Process Group: Digital Customer Experience132
1.1 Project Charter: Digital Customer Experience134
1.2 Stakeholder Register: Digital Customer Experience136
1.3 Stakeholder Analysis Matrix: Digital Customer Experience137
2.0 Planning Process Group: Digital Customer Experience139
2.1 Project Management Plan: Digital Customer Experience142
2.2 Scope Management Plan: Digital Customer Experience144
2.3 Requirements Management Plan: Digital Customer Experience146
2.4 Requirements Documentation: Digital Customer Experience148
2.5 Requirements Traceability Matrix: Digital Customer Experience150
2.6 Project Scope Statement: Digital Customer Experience152
2.7 Assumption and Constraint Log: Digital Customer Experience154
2.8 Work Breakdown Structure: Digital Customer Experience156
2.9 WBS Dictionary: Digital Customer Experience158
2.10 Schedule Management Plan: Digital Customer Experience160
2.11 Activity List: Digital Customer Experience162
2.12 Activity Attributes: Digital Customer Experience164
2.13 Milestone List: Digital Customer Experience166
2.14 Network Diagram: Digital Customer Experience168
2.15 Activity Resource Requirements: Digital Customer Experience170
2.16 Resource Breakdown Structure: Digital Customer Experience171
2.17 Activity Duration Estimates: Digital Customer Experience173
2.18 Duration Estimating Worksheet: Digital Customer Experience175
2.19 Project Schedule: Digital Customer Experience177
2.20 Cost Management Plan: Digital Customer Experience179
2.21 Activity Cost Estimates: Digital Customer Experience181
2.22 Cost Estimating Worksheet: Digital Customer Experience183
2.23 Cost Baseline: Digital Customer Experience185
2.24 Quality Management Plan: Digital Customer Experience187
2.25 Quality Metrics: Digital Customer Experience189
2.26 Process Improvement Plan: Digital Customer Experience191
2.27 Responsibility Assignment Matrix: Digital Customer Experience193
2.28 Roles and Responsibilities: Digital Customer Experience195
2.29 Human Resource Management Plan: Digital Customer Experience197
2.30 Communications Management Plan: Digital Customer Experience199
2.31 Risk Management Plan: Digital Customer Experience201
2.32 Risk Register: Digital Customer Experience203
2.33 Probability and Impact Assessment: Digital Customer Experience205
2.34 Probability and Impact Matrix: Digital Customer Experience207
2.35 Risk Data Sheet: Digital Customer Experience209
2.36
