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Frameworx Process: Bill Inquiry Handling

Category: (2) eTOM Process Type

Process Identifier: 1.3.11

Original Process Identifier: 1.1.1.12

Maturity Level: 4

Description

Ensure the timely and effective fulfillment of all customer bill inquiries and complaints.

Extended Description

The purpose of Bill Inquiry Handling process is to ensure the timely and effective fulfillment of all customer bill inquiries and complaints. This process is responsible for managing customer interaction as it relates to a customer’s billing relationship to a Service Provider. This includes the creation of inquiries against the customer’s billing account(s), and management of changes to customer billing account structure and details, the managing of all customer bill inquiry lifecycle, reporting changes and updates and closing of customer bill inquiry when all activities were accomplished. This process can be viewed via traditional means, with a service representative managing the customer or via e-business means. In the latter case, inquiries, complaints and changes to details would be handled via electronic media without the intervention of a representative.

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.

(2) eTOM Process Type Bill Inquiry Handling

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Information (Secondary eTOM to SID)

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • Design Digital Services
  • eHealth View
  • How can the customer inquire about their bill?
  • Is the feature (specification) value add or revenue generating?
  • Monetize Services
  • Verify or Dispute
  • What are the rules around MACD, rollbacks?
  • What order volumes are expected (over time)?

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