complete and appropriately sized?
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10. Is the team sponsored by a champion or stakeholder leader?
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11. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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12. What critical content must be communicated – who, what, when, where, and how?
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13. Are stakeholder processes mapped?
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14. What are the operating system and browser requirements for the SAP Employee Self-Service?
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15. How do you keep key subject matter experts in the loop?
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16. When is the estimated completion date?
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17. What constraints exist that might impact the team?
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18. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
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19. Is the team formed and are team leaders (Coaches and Management Leads) assigned?
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20. When is/was the Self-service start date?
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21. Do you all define Self-service in the same way?
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22. 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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23. Are different versions of process maps needed to account for the different types of inputs?
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24. Are customer(s) identified and segmented according to their different needs and requirements?
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25. Are customers identified and high impact areas defined?
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26. Has/have the customer(s) been identified?
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27. What Self-service services do you require?
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28. Has a project plan, Gantt chart, or similar been developed/completed?
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29. Has everyone on the team, including the team leaders, been properly trained?
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30. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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31. How is the team tracking and documenting its work?
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32. Are task requirements clearly defined?
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33. How did the Self-service manager receive input to the development of a Self-service improvement plan and the estimated completion dates/times of each activity?
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34. Is special Self-service user knowledge required?
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35. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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36. How often are the team meetings?
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37. What scope to assess?
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38. What are the compelling stakeholder reasons for embarking on Self-service?
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39. Has a team charter been developed and communicated?
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40. Are there any self-service requirements?
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41. Do you track how self-service uptake is changing the type, duration and skills requirements in the live assistance channel?
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42. Who are the Self-service improvement team members, including Management Leads and Coaches?
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43. If substitutes have been appointed, have they been briefed on the Self-service goals and received regular communications as to the progress to date?
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44. Are improvement team members fully trained on Self-service?
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45. 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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46. Are team charters developed?
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47. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
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48. Have the customer needs been translated into specific, measurable requirements? How?
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49. What customer feedback methods were used to solicit their input?
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50. 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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51.
