Customer Problem Management

MODA / Business Process Framework / Process / Customer Domain / Customer Problem Management

Project:

Customer Problem Management : Public <<TMF_Process>> eTOM Process

Created:	6/28/2022 5:17:29 PM
Modified:	1/16/2025 11:26:34 AM

Project:
Author:	TMF
Version:	24.0.0
Phase:	24.5.0
Status:	Team Approved
Complexity:	Easy
Difficulty:
Priority:
Multiplicity:
Advanced:
UUID:	{C470F9F2-0D05-4fa5-9A1E-6C452AFA061A}
Appears In:	Business Process Framework Level 1 Overview - START HERE, Customer Domain, Business Process Framework Level 1 - short Name, Cusotmer Domain, Customer Domain: eTOM Process Produces ABE (2)

Customer problem management involves managing the capture and analysis of customer problems, identifying the root cause of the problem, correcting or providing solutions or compensation to customers, reporting and tracking customer problems, and ensuring that problems are resolved to customer satisfaction. The process supports the enterprise to maintain a positive relationship with the customers and improve loyalty and retention.<br/>

Associations To
Associations From
Tagged Values
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Element	Source Role	Target Role
«TMF_Vertical» Assurance Vertical «TMF_VerticalAggregatesProcess»	Name:	Name:
Details:
«TMF_Domain» Customer Domain Domain «TMF_DomainAggregatesProcess»	Name:	Name:
Details:

Element	Source Role	Target Role
«TMF_Process» Create Customer Problem Report eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:
«TMF_Process» Isolate Customer Problem eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:
«TMF_Process» Report Customer Problem eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:
«TMF_Process» Manage Customer Problem Coordination eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:
«TMF_Process» Correct Customer Problem eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:
«TMF_Process» Close Customer Problem Report eTOM Process «TMF_isComposedByProcess»	Name:	Name:
Details:

Tag	Value
BriefDescription	Customer problem management business process directs and controls activities to resolve issues or complaints that customers may have with a products or service offerings.
Details:
HierarchyLevel	2
Details: Description: the level of this object in the hierarchy (1-x integer)
Issue	Business Process Framework 15.0 Modification Business Process Framework 15.5 Modification Design Digital Services eHealth View Get Help How do individual customer problems get handled? Is the feature (specification) value add or revenue generating?
Details:
Maturity	4
Details: Description: the maturity level of this element (1-x integer)
Original Process Identifier	1.1.1.6
Details:
Process Identifier	1.3.7
Details:
TMFStatus	Released
Details: Values: Released,Preliminary,Draft,Not Fully Developed,likelyToChange,likelyToBeDeprecated Description: the TM Forum status
UID	00090
Details: Description: Unique Process ID

Property	Value
isFinalSpecialization:	0

Object	Type	Connection	Direction	Notes
«TMF_Metric» # Customer Problem Reports Closed	Metric	Dependency	From
«TMF_Metric» % Customer Problem Reports Actually Closed In Compliance With SLA	Metric	Dependency	From
«TMF_Metric» % Customer Problem Reports Resolved By Committed Date	Metric	Dependency	From
«TMF_Metric» # Minutes Customer Problem Handling Time, To Service Restoration	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Actually Closed In Compliance With SLA	Metric	Dependency	From
«TMF_Metric» % Customer Problem Reports Closed, By Cause Type	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Due To Be Closed In Compliance With SLA	Metric	Dependency	From
«TMF_Metric» # Customer Incidents Resolved	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Resolved To Customer Satisfaction, Per NOC FTE Assigned To Problem Resolution	Metric	Dependency	From
«TMF_ABE» Customer Problem ABE	ABE	Dependency	To
«TMF_Metric» # Customer Problem Reports From Customers	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports	Metric	Dependency	From
«TMF_Metric» # Minutes Customer Incident Handling Time, Per Customer Incident Resolved	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Closed, By Cause Type	Metric	Dependency	From
«TMF_Metric» # Customer Contacts About ReReported Customer Incidents, Per Customer Incident Closed	Metric	Dependency	From
«TMF_Metric» # Minutes Customer Incident Handling Time	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Resolved By Committed Date	Metric	Dependency	From
«TMF_Metric» % Customer Problem Reports From Customers	Metric	Dependency	From
«TMF_Metric» # Customer Problem Reports Resolved To Customer Satisfaction	Metric	Dependency	From