Value Reference Model - Quality and Customer Care
•
0 j'aime•1,902 vues
The quality assurance and customer care processes are described using an enterprise architecture tool.
Recommandé
Contenu connexe
Tendances
Tendances (20)
En vedette
En vedette (13)
Similaire à Value Reference Model - Quality and Customer Care
Similaire à Value Reference Model - Quality and Customer Care (20)
Plus de Arnaldo Colombo
Plus de Arnaldo Colombo (20)
Dernier
Dernier (20)
Value Reference Model - Quality and Customer Care
- 1. Value Reference Model Quality and Customer Care
- 2. Executing - Auxiliary Services Value Reference Model Planning Governing Executing Business Human Product Supply Chain Auxiliary Services Resource Development Services Services Services
- 3. Auxiliary Services Auxiliary Services IT Services Organizational F&A Quality Customer Intelligence Assurance Relations Service Service Services
- 4. Quality Assurance Total Quality Zero Defects Regulations A ssure Product Reduce Reactive Quality Process Deploy a Quality Conform ity Quality Orientation System (Reactive Quality) (Preventive Quality) Product Conformity Process QS Development Monitoring Product QS Certification Process Certification Standardization QS Training Systematic Measurements QS Globalization Benchmarking
- 5. Quality System Service Quality System Service Develop QS Certify QS Deploy QS QS QS Procedures Documentation
- 6. Quality System Development QS Knowledge Determine QS Identify Involved Process Owners Examine Existing Acquisition Context Functions Interview Documents Create QS Define QS Analyse Current Validate Existing Documentation Requirements System Procedures
- 7. Quality System Service Quality System Service Develop QS Certify QS Deploy QS QS QS Procedures Documentation
- 8. Quality System Certification Company Issue Set Up Change QS Changing Plan Actions Certif icate Cerif ication Documentation Request Receiv ing Request Analy sis Pre-Audit Visit Audit Visit preaudit ok QS Certif ication Certif ication Documentatio Requested Conf ormity Request Deadlines n Actions Certif icate Change Request Receiv e Certif ication Analy ze Issue Change plan Def ine Final Report Rev iew Action Certif icate Request Planning Documentation Request accepted Correctiv e Plan Issuing Actions documentation ok Certification Agency
- 9. Quality System Service Quality System Service Develop QS Certify QS Deploy QS QS QS Procedures Documentation
- 10. Quality System Deployment Self Maintain Maintain Certify QS Assessment Quality Quality Records Documents Self Evaluation Quality Data Record QS Procedures Preventive Nonconformities Maintain QS Auditing Actions Maintaining Corrective Management Actions
- 11. Quality System Auditing QS Plan Audit Check Audit Report Quality Nonconformity Audit Plan Audits List Manual Registration Prepare Audit Visit Calendar Opening Meeting Previous Audit Evaluation QS Deployment Analysis Closing Meeting
- 12. Auxiliary Services Auxiliary Services IT Services Organizational F&A Quality System Quality Customer Intelligence Service Assurance Relations Service Service Services
- 13. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem Returns Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
- 14. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 15. Manage Service Business Manage Service Business Analyze the Manage Manage Manage Manage Site Archive Manage Service Warranty Servicing Service Type Service Data Quality & Status Terms Price & Environment Package
- 16. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 17. Manage Site Manage Site Visit Site Analyze & Control Manage Site Data Site
- 18. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 19. Manage Service Order Manage Service Order Control Service Plan Service Order Control Service Close Service Order Order Execution Order
- 20. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 21. Manage Service Contract Manage Service Contract Control Service Enter Service Manage Relation Control Service Enter Service Contract Quotation Contract Quotation Contract Contract
- 22. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 23. Manage Customer Request Custom er Policies Service Call Center Handling Custom er Support Quality of Support Maintain CMS Data Configure & Activate Support Manage Cus tom er QoS/SLA Custom er Handle Problem Relations Strategy Manage Inbound Calls Trouble Ticket Provide Custom er Helpdesk Service Define Cus tom er Contact Policies Manage Outbound Calls Provide On-Site Support Iss ue Call Center Reports Notify Custom er
- 24. Manage Inbound Calls Procedures Call Procedure Contact Policy Policies Definition Definition Service Service Identify Call Type Route Inbound Calls Inbound Call Data Handle Inbound Contact Reason Inbound Call queuing Call Data Storing Operator Activities Customer
- 25. Manage Customer Request Custom er Policies Service Call Center Handling Custom er Support Quality of Support Maintain CMS Data Configure & Activate Support Manage Cus tom er QoS/SLA Custom er Handle Problem Relations Strategy Manage Inbound Calls Trouble Ticket Provide Custom er Helpdesk Service Define Cus tom er Contact Policies Manage Outbound Calls Provide On-Site Support Iss ue Call Center Reports Notify Custom er
- 26. Manage Outbound Calls Configure Contact Policies Outbound Call Lists Policy Definition Campaign Service Configured Assign Outbound Campaign Call to Operator Handle Outbound Calls to Customer Outbound Calls assignment Call Contact Reason Data Storing Operator Activities Customer Data
- 27. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract Support Office Services negotiate Service Request Contract Replenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
- 28. Manage Resources Manage Resources Control Control Service Control Spare Technicians Car Parts
- 29. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem Returns Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
- 30. Offering Support Contract Support Web Form Contract ac ces sible v ia Offering Support Policy Support Policy conf orms Take out Support Document w ith Support Contract perf orms Contract Seller Support Policy Notification Product Support Policy Coverage Contract Explanation Description Registration
- 31. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem Returns Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
- 32. Customer Return Process Credit Note F&A Services Sales Order Sales Invoice Handling Cutomer Return Handling Customer Check Return Issues Request Return Credit RMA Request Customer Complete Enter Return Authorization Depot Repair RMA w ith Credit RMA w ith Repair Approve Receive Create Return Returned Replacement Authorization Product Order Carriers Deliver Require Send Receipt Return Inspection to Customer Products
- 33. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem Returns Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
- 34. Account Management Context Report to Management Account Managing Mgt Reporting Info to be Requirements Reported Manage Accounts Account Territory Manager Manager Key Customer Account Analyst Manager
- 35. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 36. Identify / Add Customer / Modify Collect Information Review Information Classify Type Determine Customer whether to to be Added add Obtain Management Confirmation Customer to be Rejected
- 37. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 38. Analyze Customer Details Customer to be Added Enter Data Perform Historical Review Perform Potential Review Analyze Needs Confirm Customer Needs / Objectives
- 39. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 40. Segment Customers Establish Segmentation Review Customers Populate Segments
- 41. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 42. Validate Segmentation Confirm Segment Population Validate Segmentation Decisions Reassign Customers & Review Segmentation Process
- 43. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 44. Analyze Account Type Review KA Selection Criteria Review Customers Against Criteria Confirm KA Selection Validate Selection and Criteria
- 45. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 46. Planning the Call Activity Customer Financial Data Information Handling Marketing and Marketing Product Strategy Collect/Review Customer Information Targeting Review Segment Strategies & Definitions Define Call Plan Schedule Calls Organize ongoing Logistics
- 47. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 48. Execute Contact Prepare for Contact Open Contact Understand Needs Match Product to Needs Gain Commitment Close Contact Document Contact
- 49. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 50. Review Performance Sales Data Financial F&A Services Handling Information Sales Data Analysis of Sales Performance Data [PERIODIC] Sales Force Effectiveness Assessment Sales Management [ONGOING] Understand Link Between Actions and Performance [PERIODIC] Change Process / Plans [PERIODIC]
- 51. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 52. Analyze Account From Activities Develop / to Profiling Update Account Profile Assess Position Re-evaluate Account Classification Complete Account Profile Account Profile
- 53. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 54. Set Account Objectives Account Account Input for Strategy Analysis Profile Account Setting Service Strategy Define Account Strategy Set Account Goals Establish Account Objectives
- 55. Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 56. Create Account Plan From Activities Develop Action Plan to Plan Creation Determine Resource Requirements Consolidate & Assess Account Portfolio Finalize & Approve Account Plans Planning Output
- 57. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 58. Execute Plan From Plan to From Activities Execute to Execution Planning Executing Modification Output Identify New Opportunities Modify Account Plan
- 59. Manage Accounts Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
- 60. Evaluate Account Performance Account Plan Ongoing Output Activities Input Account Measure Planning Performance Account Performance Evaluation Output Assess Plan Achievement Evaluate Position and Review Account Status / Portfolio
- 61. Account Management Context Report to Management Account Managing Mgt Reporting Info to be Requirements Reported Manage Accounts Account Territory Manager Manager Key Customer Account Analyst Manager
- 62. Account Management Information Account Mgmt Reporting Information Demographic Business Marketplace Performance Information Information Information Information Customer Information Sales History Contact History Relationship Invoicing Data Support Data and Plan and Plan Profiles
- 63. Business Information Business Information Planning Products and User Information Marketing Business Information Services Info Materials Info Knowledge / News
- 64. Planning Information Planning Information Marketing Plans Sales Plans Account Plans Actual vs. Plans at Roll-up Planned Details Level
- 65. Products and Services Information Products and Services Info Product Up-to-date Papers Written New Studies Product Benefits Definitions Critical Works
- 66. User Information User Information Queries from Customers ADRs Protocol Information Different Usage Patterns
- 67. Marketing Materials Info Marketing Materials Info Details of Catalogue of Calendar Availability of Marketing Marketing Detailing Key Incentives Messages Materials Events
- 68. Business Knowledge / News Business Knowledge / News Industry Best Practices Newsflashes About Shared Information Events
- 69. Marketplace Information Marketplace Information Government Competitor Other Practice Trends Policies Information Information Prescribing Economic and Patterns and Regulatory Trends Influencers
- 70. Government Policies Government Policies Guidelines Reimbursement Levels Budget Eligibility
- 71. Competitor Information Competitor Information Marketing Competitor Global / Country Account Level Messages / Strengths and Level Activity Activity Materials Weaknesses
- 72. Other Information Other Information End Users Profile Treatments Researches Future Trends
- 73. Performance Information Performance Information Sales Marketing Financial Performance Incentives Performance Performance Performance Against Plan Performance Forecast vs. Following Budget Spend ROI vs. Forecast Individual Percentage Actual vs. Target Planning Against Plan Performance Contribution Horizons Available Against Incentive Targets
- 74. Marketing Performance Marketing Performance Market Share by Comparison to Product Competitor Products
- 75. Performance against Plan Performance Against Plan Contacts / Calls Monthly Actions and Objectives
- 76. Sales History and Plan Sales History and Plan Sales by product Planned sales by category over time product category
- 77. Contact History and Plan Contact History and Plan Names and roles Purpose Results and actions Planned of person who of contact or questions arising future contacts made contact
- 78. Relationship Profiles Relationship Profiles Relationships Relationships between Relationships within account account and external to Customers bodies / individuals