Frameworx Application: Customer Problem Management

Category: (1) TAM Application Type

Application Identifier: 5.8

Maturity Level: 4

Overview

The purpose of Customer Problem Management is to manage problems reported by customers, resolving these problems to the customer’s satisfaction, and providing meaningful status on the issue as needed to the customer. Customer problems can include: • General questions on products purchased and being used by the customer • Problems with products already purchased and being used by the customer either due to lack of education or service/network problems. •Problems with a material purchase from the service provider, even if they do not have an account with the said service provider. •General inquiries, complaints, and commendations. Note: A customer problem may or may not result in a billing adjustment. Billing related issues are handled via Billing Inquiry, Dispute & Adjustment Management, see Case Management for more information.

Functionality

Typical application functions supported are

• Customer Problem Qualification & Reception
• Customer Problem Lifecycle Management
• Customer  Problem Diagnostics
• Customer Problem Resolution
• Customer Problem Verification & Closure
• Customer Problem Reporting

Supported Business Services

• Service Problem Resolution Applications
• Correlation & Root Cause Analysis
• Resource Problem Management
• Service Performance Management
• Service Quality monitoring
• Resource performance management
• Billing

(1) TAM Application Type Customer Problem Management

Appears on these diagrams:

• 5. Customer Management Domain
• 5.8 Customer Problem Management
• Application Framework Level 1 Overview

is a more detailed diagram for the

• 5.8 Customer Problem Management

Frameworx Processes (Automated TAM to eTOM)

• Assess Customer Bill Inquiry Report
• Create Customer Bill Inquiry Report
• Track & Manage Customer Bill Inquiry Resolution

Issues

• Request to Resolve

Frameworx Domains (Horizontal)

• Customer Domain

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