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Frameworx Process: Order Handling

Category: (2) eTOM Process Type

Process Identifier: 1.3.3

Original Process Identifier: 1.1.1.5

Maturity Level: 4

Description

Responsible for accepting and issuing orders.

Extended Description

Order Handling processes are responsible for accepting and issuing orders. They deal with pre-order feasibility determination, credit authorization, order issuance, order status and tracking, customer update on order activities and customer notification on order completion. Responsibilities of the Order Handling processes include, but are not limited to: • Issuing new customer orders, modifying open customer orders or canceling open customer orders; • Verifying whether specific non-standard offerings sought by customers are feasible and supportable; • Checking the credit worthiness of customers as part of the customer order process; • Testing the completed offering to ensure it is working correctly; • Updating of the Customer Inventory Database to reflect that the specific product offering has been allocated, modified or cancelled; • Assigning and tracking customer provisioning activities; • Managing customer provisioning jeopardy conditions • Reporting progress on customer orders to customer and other processes.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Order Handling processes are responsible for accepting and issuing orders. They deal with pre-order feasibility determination, credit authorization, order issuance, order status and tracking, customer update on order activities and customer notification on order completion.

Candidate Optional

Responsibilities of the Order Handling processes include, but are not limited to: · Issuing new customer orders, modifying open customer orders or canceling open customer orders; · Verifying whether specific non-standard offerings sought by customers are feasible and supportable; · Checking the credit worthiness of customers as part of the customer order process; · Testing the completed offering to ensure it is working correctly; · Updating of the Customer Inventory Database to reflect that the specific product offering has been allocated, modified or cancelled; · Assigning and tracking customer provisioning activities; · Managing customer provisioning jeopardy conditions; and · Reporting progress on customer orders to customer and other processes.

Candidate Interactions

Enterprise sales staff

(2) eTOM Process Type Order Handling

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Are there any changes to the ordering process?
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • Design Digital Services
  • Do you have a rule engine or analytic system to guide the interaction between customers and the CSR or other self-service channels?
  • Does the service needs be recommeded at the time of sale?
  • eHealth View
  • Enhance Selection
  • Implement Digital Services
  • Is the feature (specification) value add or revenue generating?
  • Monetize Services
  • Operate Digital Services
  • Place Order
  • Receive
  • Renew Contract
  • What are all the places throughout the process that we will be communicating with the customer (phone call, email, web-portal)?
  • What are the customer eligibility/qualification criteria? Could be different for premise or customer. Is driven by sales or resources.
  • What are the key customer touch points?
  • What are the rules around MACD, rollbacks?
  • What customer information is needed to complete an order? Does the required info depend on the options chosen?
  • What does the customer need to know about order limitation milestone?
  • What order volumes are expected (over time)?
  • Will there be self-service ordering?

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:13