Category: (3) eTOM Process Type
Process Identifier: 1.3.11.4
Original Process Identifier: 1.1.1.12.4
Maturity Level: 4
Efficiently assign, coordinate and track specific customer bill inquiry analysis, bill adjustments and ensuring that appropriate credits and/or other agreed adjustments are made available to the adjustments processes activities, and escalate any open customer bill inquiries in jeopardy.
The objective of the Track & Manage Customer Bill Inquiry Resolution processes is to efficiently assign, coordinate and track specific customer bill inquiry analysis, bill adjustments and ensuring that appropriate credits and/or other agreed adjustments are made available to the adjustments processes activities, and escalate any open customer bill inquiries in jeopardy. Responsibilities of these processes include, but are not limited to: - Scheduling, assigning and coordinating analysis and specific customer bill inquiry/complaint adjustment activities; - Modifying the customer bill inquiry/complaint status; - Canceling a customer bill inquiry when the specific request was related to a false billing event - Monitoring the jeopardy status of open customer bill inquiries, and escalating customer bill inquiries as necessary. Note that some specific product and/or service components may be owned and managed by other praties. In these cases the Track & Manage Customer Bill Inquiry Resolution process is responsible for initiating requests, through - the other parties Settlements & Payments Management for resolution by the other parties of the specific bill inquiries/complaints. These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence. The Track & Manage Bill Inquiry Resolution processes will also inform the Close Customer Bill Inquiry processes by modifying the customer bill inquiry status to cleared when the specific customer bill inquiry/complaint issues have been resolved.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
This was created from the Frameworx 16.0 Model