and capable to perform the work? Has everyone contributed?
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9. What sort of initial information to gather?
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10. Has a team charter been developed and communicated?
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11. When are meeting minutes sent out? Who is on the distribution list?
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12. Who are the Directory Assistance Service improvement team members, including Management Leads and Coaches?
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13. Who is gathering Directory Assistance Service information?
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14. How was the ‘as is’ process map developed, reviewed, verified and validated?
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15. What are the compelling stakeholder reasons for embarking on Directory Assistance Service?
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16. What are (control) requirements for Directory Assistance Service Information?
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17. Who defines (or who defined) the rules and roles?
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18. What system do you use for gathering Directory Assistance Service information?
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19. What customer feedback methods were used to solicit their input?
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20. Has everyone on the team, including the team leaders, been properly trained?
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21. How would you define the culture at your organization, how susceptible is it to Directory Assistance Service changes?
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22. 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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23. Are different versions of process maps needed to account for the different types of inputs?
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24. How do you think the partners involved in Directory Assistance Service would have defined success?
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25. What information do you gather?
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26. How often are the team meetings?
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27. What scope to assess?
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28. What is the definition of Directory Assistance Service excellence?
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29. Do you all define Directory Assistance Service in the same way?
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30. What intelligence can you gather?
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31. Is Directory Assistance Service linked to key stakeholder goals and objectives?
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32. Are required metrics defined, what are they?
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33. How and when will the baselines be defined?
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34. What is the scope of Directory Assistance Service?
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35. Has your scope been defined?
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36. How do you gather requirements?
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37. What are the tasks and definitions?
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38. Are accountability and ownership for Directory Assistance Service clearly defined?
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39. Are there any constraints known that bear on the ability to perform Directory Assistance Service work? How is the team addressing them?
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40. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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41. What gets examined?
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42. Do you have organizational privacy requirements?
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43. What key stakeholder process output measure(s) does Directory Assistance Service leverage and how?
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44. How do you keep key subject matter experts in the loop?
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45. Have the customer needs been translated into specific, measurable requirements? How?
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46. What are the record-keeping requirements of Directory Assistance Service activities?
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47. How do you gather the stories?
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48. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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49. What information should you gather?
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50. Have all basic functions of Directory Assistance Service been defined?
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51. Does the team have regular meetings?
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52.
