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The Art of Service Standard Requirements Self Assessments

Customer satisfaction Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

Customer satisfaction Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

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Product Description

Save time, empower your teams and effectively upgrade your processes with access to this practical Customer satisfaction Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer satisfaction related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer satisfaction specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer satisfaction Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 700 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer satisfaction improvements can be made.

Examples; 10 of the 700 standard requirements:

  1. do we Make sure to ask about our vendors customer satisfaction rating and references in our particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?

  2. What is the difference, if any, in customer satisfaction between the use and results of agile-driven software development methods and the use and results of plan-driven software development software development methods?

  3. Do managers selected using the predictors to customer satisfaction tend to have more satisfied customers (i.e., higher team-based customer satisfaction scores) than the comparison group?

  4. How important are hard measurements that show return on investment compared to soft measurements that demonstrate customer satisfaction and public perception?

  5. Performance Standard: What should be the standards for completeness, reliability, accuracy, timeliness, customer satisfaction, quality and/or cost?

  6. Has it re-engineered or redesigned processes, and leveraged technologies to improve responsiveness, Customer Service and customer satisfaction?

  7. Using customer satisfaction as an index of organizational performance, does customer satisfaction increase over time as managers are selected?

  8. How does the company manage the design and delivery of products and services that promise a high level of customer satisfaction?

  9. Relevant -are you measuring/benchmarking what is easy even if it is not really relevant to the company or customer satisfaction?

  10. How will key account team and executive compensation be tied to service delivery performance and customer satisfaction?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer satisfaction book in PDF containing 700 requirements, which criteria correspond to the criteria in...

Your Customer satisfaction self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer satisfaction Self-Assessment and Scorecard you will develop a clear picture of which Customer satisfaction areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer satisfaction Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer satisfaction projects with the 62 implementation resources:

  • 62 step-by-step Customer satisfaction Project Management Form Templates covering over 6000 Customer satisfaction project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Risk Register: Methodology: How will risk management be performed on this Customer satisfaction project?

  2. Activity Cost Estimates: Based on your Customer satisfaction project communication management plan, what worked well?

  3. Risk Register: How often will the Risk Management Plan and Risk Register be formally reviewed, and by whom?

  4. Requirements Documentation: How do you get the user to tell you what they want?

  5. Procurement Audit: Are trial balances taken weekly for general ledgers for all funds?

  6. Scope Management Plan: Does the detailed Customer satisfaction project plan identify individual responsibilities for the next 4Ð6 weeks?

  7. Schedule Management Plan: Is the Steering Committee active in Customer satisfaction project oversight?

  8. Responsibility Assignment Matrix: What happens when others get pulled for higher priority Customer satisfaction projects?

  9. Cost Baseline: What is the organization s history in doing similar tasks?

  10. Source Selection Criteria: Is the contracting office likely to receive more purchase requests for this item or service during the coming year?

 
Step-by-step and complete Customer satisfaction Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Customer satisfaction project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer satisfaction project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Customer satisfaction project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Customer satisfaction project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer satisfaction project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer satisfaction project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Customer satisfaction project with this in-depth Customer satisfaction Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer satisfaction projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Customer satisfaction and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer satisfaction investments work better.

This Customer satisfaction All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

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