question and rate it with the following in front of mind:
‘In 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 Customer Experience Management Integration Scorecard on the second next page of the Self-Assessment.
Your completed Customer Experience Management Integration Scorecard will give you a clear presentation of which Customer Experience Management Integration areas need attention.
Customer Experience Management Integration
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Experience Management Integration
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
Customer Experience Management Integration
Scorecard Example13
Customer Experience Management Integration
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:44
CRITERION #4: ANALYZE:60
CRITERION #5: IMPROVE:77
CRITERION #6: CONTROL:94
CRITERION #7: SUSTAIN:107
Customer Experience Management Integration and Managing Projects, Criteria for Project Managers:133
1.0 Initiating Process Group: Customer Experience Management Integration134
1.1 Project Charter: Customer Experience Management Integration136
1.2 Stakeholder Register: Customer Experience Management Integration138
1.3 Stakeholder Analysis Matrix: Customer Experience Management Integration139
2.0 Planning Process Group: Customer Experience Management Integration141
2.1 Project Management Plan: Customer Experience Management Integration144
2.2 Scope Management Plan: Customer Experience Management Integration146
2.3 Requirements Management Plan: Customer Experience Management Integration148
2.4 Requirements Documentation: Customer Experience Management Integration150
2.5 Requirements Traceability Matrix: Customer Experience Management Integration152
2.6 Project Scope Statement: Customer Experience Management Integration154
2.7 Assumption and Constraint Log: Customer Experience Management Integration156
2.8 Work Breakdown Structure: Customer Experience Management Integration158
2.9 WBS Dictionary: Customer Experience Management Integration160
2.10 Schedule Management Plan: Customer Experience Management Integration162
2.11 Activity List: Customer Experience Management Integration164
2.12 Activity Attributes: Customer Experience Management Integration166
2.13 Milestone List: Customer Experience Management Integration168
2.14 Network Diagram: Customer Experience Management Integration170
2.15 Activity Resource Requirements: Customer Experience Management Integration172
2.16 Resource Breakdown Structure: Customer Experience Management Integration174
2.17 Activity Duration Estimates: Customer Experience Management Integration176
2.18 Duration Estimating Worksheet: Customer Experience Management Integration178
2.19 Project Schedule: Customer Experience Management Integration180
2.20 Cost Management Plan: Customer Experience Management Integration183
2.21 Activity Cost Estimates: Customer Experience Management Integration185
2.22 Cost Estimating Worksheet: Customer Experience Management Integration187
2.23 Cost Baseline: Customer Experience Management Integration189
2.24 Quality Management Plan: Customer Experience Management Integration191
2.25 Quality Metrics: Customer Experience Management Integration193
2.26 Process Improvement Plan: Customer Experience Management Integration195
2.27 Responsibility Assignment Matrix: Customer Experience Management Integration197
2.28 Roles and Responsibilities: Customer Experience Management Integration199
2.29 Human Resource Management Plan: Customer Experience Management Integration201
2.30 Communications Management
