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Frameworx Process: Track & Manage Customer Bill Inquiry Resolution

Category: (3) eTOM Process Type

Process Identifier: 1.3.11.4

Original Process Identifier: 1.1.1.12.4

Maturity Level: 4

Description

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.

Extended Description

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.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Track & Manage Customer Bill Inquiry Resolution

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • eHealth View

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:18