with available and reliable resources?
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115. 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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116. Will team members regularly document their Directory Assistance Service work?
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117. Are audit criteria, scope, frequency and methods defined?
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118. What is in the scope and what is not in scope?
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119. Are customer(s) identified and segmented according to their different needs and requirements?
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120. Who is gathering information?
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121. Is there any additional Directory Assistance Service definition of success?
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122. Have specific policy objectives been defined?
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123. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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124. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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125. When is the estimated completion date?
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126. Are roles and responsibilities formally defined?
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127. What constraints exist that might impact the team?
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128. Are the Directory Assistance Service requirements testable?
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129. The political context: who holds power?
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130. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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131. How can the value of Directory Assistance Service be defined?
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132. Is Directory Assistance Service currently on schedule according to the plan?
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133. How do you build the right business case?
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134. How did the Directory Assistance Service manager receive input to the development of a Directory Assistance Service improvement plan and the estimated completion dates/times of each activity?
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135. Is special Directory Assistance Service user knowledge required?
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136. What Directory Assistance Service requirements should be gathered?
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137. Who approved the Directory Assistance Service scope?
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138. What is the definition of success?
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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 Directory Assistance 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. Are actual costs in line with budgeted costs?
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2. Is a follow-up focused external Directory Assistance Service review required?
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3. Are you able to realize any cost savings?
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4. What are allowable costs?
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5. Where is it measured?
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6. How will the Directory Assistance Service data be analyzed?
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7. Does management have the right priorities among projects?
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8. How do you verify Directory Assistance Service completeness and accuracy?
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9. Why do you expend time and effort to implement measurement, for whom?
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10. What is the cause of any Directory Assistance Service gaps?
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11. What causes mismanagement?
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12. How do you control the overall costs of your work processes?
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13. How do you focus on what is right -not who is right?
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14. What are the uncertainties surrounding estimates of impact?
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15. What causes innovation to fail or succeed in your organization?
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16. How do you aggregate measures across priorities?
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17. How will you measure your Directory Assistance Service effectiveness?
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18. Are there measurements based on task performance?
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19. How can you reduce costs?
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20. Are the measurements objective?
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21. How do your measurements capture actionable Directory Assistance Service information for use in exceeding your customers expectations and securing your customers engagement?
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22. What drives O&M cost?
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23. Are there competing Directory Assistance Service priorities?
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24. How do you verify performance?
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25. What measurements are being captured?
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26. What are the operational costs after Directory Assistance Service deployment?
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27.