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Frameworx Process: Track & Manage Customer Order Handling

Category: (3) eTOM Process Type

Process Identifier: 1.3.3.3

Original Process Identifier: 1.1.1.5.4

Maturity Level: 4

Description

Ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date

Extended Description

The objective of the Track & Manage Customer Order Handling processes is to ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date. Responsibilities of these processes include, but are not limited to: • Scheduling, assigning and coordinating customer provisioning related activities; • Generating the respective service order creation request(s) to Issue Service Orders based on specific customer orders; • Escalating status of customer orders in accordance with local policy; • Undertaking necessary tracking of the execution process; • Adding additional information to an existing customer order; • Modifying information in an existing customer order; • Modifying the customer order status; • Canceling a customer order when the initiating sales request is cancelled; • Monitoring the jeopardy status of customer orders, and escalating customer orders as necessary • Indicating completion of a customer order by modifying the customer order status. Note that some specific product components may be delivered directly by other parties. In these cases the Track & Manage Customer Order Handling process is responsible for initiating requests, through other Party Requisition Management for the delivery by the other Party of the specific product components.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

The objective of the Track & Manage Customer Order Handling processes is to ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date.

Candidate Optional

Responsibilities of these processes include, but are not limited to: · Scheduling, assigning and coordinating customer provisioning related activities; · Generating the respective service order creation request(s) to Issue Service Orders based on specific customer orders; · Escalating status of customer orders in accordance with local policy; · Undertaking necessary tracking of the execution process; · Adding additional information to an existing customer order; · Modifying information in an existing customer order; · Modifying the customer order status; · Canceling a customer order when the initiating sales request is cancelled; · Monitoring the jeopardy status of customer orders, and escalating customer orders as necessary; and · Indicating completion of a customer order by modifying the customer order status. Note that some specific product components may be delivered directly by suppliers/partners. In these cases the Track & Manage Customer Order Handling process is responsible for initiating requests, through S/P Requisition Management for the delivery by the supplier/partner of the specific product components.

Candidate Interactions

Enterprise sales Order staff

(3) eTOM Process Type Track & Manage Customer Order Handling

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