Voice-of-the-Customer Analytics Standard Requirements
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About this ebook
How do you go about comparing Voice-of-the-Customer Analytics approaches/solutions? What are your current levels and trends in key measures or indicators of Voice-of-the-Customer Analytics product and process performance that are important to and directly serve your customers? How do these results compare with the performance of your competitors and other organizations with similar offerings? How much are sponsors, customers, partners, stakeholders involved in Voice-of-the-Customer Analytics? In other words, what are the risks, if Voice-of-the-Customer Analytics does not deliver successfully? A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Voice-of-the-Customer Analytics models, tools and techniques are necessary? Why not do Voice-of-the-Customer Analytics?
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you are 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?'
This Self-Assessment 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 Voice-of-the-Customer Analytics investments work better.
This Voice-of-the-Customer Analytics All-Inclusive Self-Assessment enables You to be that person.
All the tools you need to an in-depth Voice-of-the-Customer Analytics Self-Assessment. Featuring 674 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Voice-of-the-Customer Analytics improvements can be made.
In using the questions you will be better able to:
- diagnose Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Voice-of-the-Customer Analytics Scorecard, you will develop a clear picture of which Voice-of-the-Customer Analytics areas need attention.
Your purchase includes access details to the Voice-of-the-Customer Analytics self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. 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
Voice-of-the-Customer Analytics Standard Requirements - 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 Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics, 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 Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics, 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 Voice-of-the-Customer Analytics 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 Voice-of-the-Customer Analytics Scorecard on the second next page of the Self-Assessment.
Your completed Voice-of-the-Customer Analytics Scorecard will give you a clear presentation of which Voice-of-the-Customer Analytics areas need attention.
Voice-of-the-Customer Analytics
Scorecard Example
Example of how the finalized Scorecard can look like:
Voice-of-the-Customer Analytics
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Acknowledgments9
Included Resources - how to access9
Your feedback is invaluable to us11
Purpose of this Self-Assessment11
How to use the Self-Assessment12
Voice-of-the-Customer Analytics
Scorecard Example14
Voice-of-the-Customer Analytics
Scorecard15
BEGINNING OF THE
SELF-ASSESSMENT:16
CRITERION #1: RECOGNIZE17
CRITERION #2: DEFINE:24
CRITERION #3: MEASURE:36
CRITERION #4: ANALYZE:48
CRITERION #5: IMPROVE:57
CRITERION #6: CONTROL:69
CRITERION #7: SUSTAIN:80
Voice-of-the-Customer Analytics and Managing Projects, Criteria for Project Managers:105
1.0 Initiating Process Group: Voice-of-the-Customer Analytics106
1.1 Project Charter: Voice-of-the-Customer Analytics108
1.2 Stakeholder Register: Voice-of-the-Customer Analytics110
1.3 Stakeholder Analysis Matrix: Voice-of-the-Customer Analytics111
2.0 Planning Process Group: Voice-of-the-Customer Analytics113
2.1 Project Management Plan: Voice-of-the-Customer Analytics115
2.2 Scope Management Plan: Voice-of-the-Customer Analytics117
2.3 Requirements Management Plan: Voice-of-the-Customer Analytics119
2.4 Requirements Documentation: Voice-of-the-Customer Analytics121
2.5 Requirements Traceability Matrix: Voice-of-the-Customer Analytics123
2.6 Project Scope Statement: Voice-of-the-Customer Analytics125
2.7 Assumption and Constraint Log: Voice-of-the-Customer Analytics128
2.8 Work Breakdown Structure: Voice-of-the-Customer Analytics130
2.9 WBS Dictionary: Voice-of-the-Customer Analytics132
2.10 Schedule Management Plan: Voice-of-the-Customer Analytics135
2.11 Activity List: Voice-of-the-Customer Analytics137
2.12 Activity Attributes: Voice-of-the-Customer Analytics139
2.13 Milestone List: Voice-of-the-Customer Analytics141
2.14 Network Diagram: Voice-of-the-Customer Analytics143
2.15 Activity Resource Requirements: Voice-of-the-Customer Analytics145
2.16 Resource Breakdown Structure: Voice-of-the-Customer Analytics146
2.17 Activity Duration Estimates: Voice-of-the-Customer Analytics148
2.18 Duration Estimating Worksheet: Voice-of-the-Customer Analytics150
2.19 Project Schedule: Voice-of-the-Customer Analytics152
2.20 Cost Management Plan: Voice-of-the-Customer Analytics154
2.21 Activity Cost Estimates: