Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk

Чтение книги онлайн.

СКАЧАТЬ Do you have a Self-service success story or case study ready to tell and share?

      <--- Score

      52. Is Self-service currently on schedule according to the plan?

      <--- Score

      53. Is there a Self-service management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?

      <--- Score

      54. What key stakeholder process output measure(s) does Self-service leverage and how?

      <--- Score

      55. Have you regarded in which context where self-service is more likely to be used?

      <--- Score

      56. Are there any constraints known that bear on the ability to perform Self-service work? How is the team addressing them?

      <--- Score

      57. What would be the goal or target for a Self-service’s improvement team?

      <--- Score

      58. Is Self-service linked to key stakeholder goals and objectives?

      <--- Score

      59. Who defines (or who defined) the rules and roles?

      <--- Score

      60. Has the direction changed at all during the course of Self-service? If so, when did it change and why?

      <--- Score

      61. How can user involvement, in a self-service technology context, contribute to new ideas?

      <--- Score

      62. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?

      <--- Score

      63. Does the integration come with self-service capabilities or requires extensive technical training?

      <--- Score

      64. Is the work to date meeting requirements?

      <--- Score

      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?

      <--- Score

      66. Will team members perform Self-service work when assigned and in a timely fashion?

      <--- Score

      67. Will team members regularly document their Self-service work?

      <--- Score

      68. Is a fully trained team formed, supported, and committed to work on the Self-service improvements?

      <--- Score

      69. Does the team have regular meetings?

      <--- Score

      70. What knowledge or experience is required?

      <--- Score

      71. Is the team equipped with available and reliable resources?

      <--- Score

      72. Has a high-level ‘as is’ process map been completed, verified and validated?

      <--- Score

      73. Why are you doing Self-service and what is the scope?

      <--- Score

      74. How does the Self-service manager ensure against scope creep?

      <--- Score

      75. When are meeting minutes sent out? Who is on the distribution list?

      <--- Score

      76. What are the dynamics of the communication plan?

      <--- Score

      77. Who approved the Self-service scope?

      <--- Score

      78. Is there a critical path to deliver Self-service results?

      <--- Score

      79. What are the rough order estimates on cost savings/opportunities that Self-service brings?

      <--- Score

      80. How will the Self-service team and the group measure complete success of Self-service?

      <--- Score

      81. What defines best in class?

      <--- Score

      82. Are there different segments of customers?

      <--- Score

      83. Is full participation by members in regularly held team meetings guaranteed?

      <--- Score

      84. Will a self-service portal be required?

      <--- Score

      85. Is data collected and displayed to better understand customer(s) critical needs and requirements.

      <--- Score

      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?

      <--- Score

      2. How long to keep data and how to manage retention costs?

      <--- Score

      3. Why do business users need СКАЧАТЬ