Service and Support A Complete Guide
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About this ebook
What management system can you use to leverage the Service and Support experience, ideas, and concerns of the people closest to the work to be done? What are the potential basics of Service and Support fraud? for example, could a particular task be done more quickly or more efficiently by Service and Support? Are there adequate agreements for service and support levels if the supplier merges or is acquired by another company? What are specific Service and Support rules to follow?
This limited edition Service and Support self-assessment will make you the accepted Service and Support domain authority by revealing just what you need to know to be fluent and ready for any Service and Support challenge.
How do I reduce the effort in the Service and Support work to be done to get problems solved? How can I ensure that plans of action include every Service and Support task and that every Service and Support outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service and Support costs are low? How can I deliver tailored Service and Support advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service and Support essentials are covered, from every angle: the Service and Support self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service and Support outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Service and Support practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service and Support are maximized with professional results.
Your purchase includes access details to the Service and Support self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard, and...
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT 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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Book preview
Service and Support A Complete Guide - Gerardus Blokdyk
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, 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?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Acknowledgments
This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.
Representatives from several client companies participated in the preparation of this Self-Assessment.
Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.
In addition, we are thankful for the design and printing services provided.
Included Resources - how to access
Included with your purchase of the book is the Service and Support Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Service and Support Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT 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.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Service and Support Self Assessment Tool right away.
Your feedback is invaluable to us
If you recently bought this book, we would love to hear from you!
You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.
How does it work?
To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.
What happens when I submit my review?
Once you have submitted your review, send us an email at
review@theartofservice.com with the link to your review so we can properly thank you for your feedback.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Service and Support, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Service and Support have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Service and Support, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Service and Support initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the 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 Service and Support Scorecard on the second next page of the Self-Assessment.
Your completed Service and Support Scorecard will give you a clear presentation of which Service and Support areas need attention.
Service and Support
Scorecard Example
Example of how the finalized Scorecard can look like:
Service and Support
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Acknowledgments8
Included Resources - how to access8
Your feedback is invaluable to us10
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Service and Support
Scorecard Example13
Service and Support
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:23
CRITERION #3: MEASURE:34
CRITERION #4: ANALYZE:46
CRITERION #5: IMPROVE:55
CRITERION #6: CONTROL:67
CRITERION #7: SUSTAIN:77
Service and Support and Managing Projects, Criteria for Project Managers:102
1.0 Initiating Process Group: Service and Support103
1.1 Project Charter: Service and Support105
1.2 Stakeholder Register: Service and Support107
1.3 Stakeholder Analysis Matrix: Service and Support108
2.0 Planning Process Group: Service and Support110
2.1 Project Management Plan: Service and Support112
2.2 Scope Management Plan: Service and Support114
2.3 Requirements Management Plan: Service and Support116
2.4 Requirements Documentation: Service and Support118
2.5 Requirements Traceability Matrix: Service and Support120
2.6 Project Scope Statement: Service and Support122
2.7 Assumption and Constraint Log: Service and Support124
2.8 Work Breakdown Structure: Service and Support126
2.9 WBS Dictionary: Service and Support128
2.10 Schedule Management Plan: Service and Support130
2.11 Activity List: Service and Support132
2.12 Activity Attributes: Service and Support134
2.13 Milestone List: Service and Support136
2.14 Network Diagram: Service and Support138
2.15 Activity Resource Requirements: Service and Support140
2.16 Resource Breakdown Structure: Service and Support142
2.17 Activity Duration Estimates: Service and Support144
2.18 Duration Estimating Worksheet: Service and Support147
2.19 Project Schedule: Service and Support149
2.20 Cost Management Plan: Service and Support151
2.21 Activity Cost Estimates: