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Frameworx Process: Establish Customer Relationship

Category: (3) eTOM Process Type

Process Identifier: 1.3.4.2

Original Process Identifier: 1.1.1.16.2

Maturity Level: 4

Description

Verify the customer identity and manage the customer identity across the Enterprise.

Extended Description

The purpose of this process is to verify that the customer is who they claim they are, To ensure only one customer identity exists across the Enterprise, which can be referenced across the whole Enterprise and allows the customer to quickly and easily identify himself, to establish and verify the Identity and to issue a unique Identifier and Authentication information. Before establishing an identity for a new customer it is essential to check that the customer does not already have an Identity with the Enterprise. This process is also used to ‘clean-up’ duplicates of customer identifying information that may exist within the organization.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The purpose of this process is to verify that the customer is who they claim they are. To ensure only one customer identity exists across the Enterprise, which can be referenced across the whole Enterprise and allows the customer to quickly and easily identify himself. Significant customer life-stage events or business decisions by the Service Provider cause one or both parties to terminate the relationship. The need for complete termination of relationships needs to be differentiated from just terminating all services. The principles behind this include the Service Provider ending a relationship only if the customer ceases to exist, or the customer is fraudulent, the Enterprise decides that it no longer wishes to do business with the customer

Candidate Mandatory

The purpose of this process is to verify that the customer is who they claim they are. To ensure only one customer identity exists across the Enterprise, which can be referenced across the whole Enterprise and allows the customer to quickly and easily identify himself. The customer relationship is terminated only if actually appropriate, the wishes of the customer are complied with where possible, records are kept in case the relationship with the customer is re-established, legal and ethical requirements for customer information are complied with. Before establishing an identity for a new customer it is essential to check that the customer does not already have an Identity with the Enterprise. Establish and verify the Identity, issue a unique Identifier and Authentication information This process is also used to ‘clean-up’ duplicates of customer identifying information that may exist within the organization Profile and preference information for terminated customer relationships is archived if acceptable to the customer. All relevant parties are informed of the ended relationship. Other processes are triggered to dismantle the customer solution and servicing arrangements as necessary.

Candidate Optional

Reserved for future use.

Candidate Interactions

All relevant parties are informed of the ended relationship. Other processes are triggered to dismantle the customer solution and servicing arrangements as necessary.

(3) eTOM Process Type Establish Customer Relationship

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 13.0 Modification
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:15