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Frameworx Process: Initiate Customer Debt Recovery Activities

Category: (4) eTOM Process Type

Process Identifier: 1.3.10.3.4

Original Process Identifier: 1.1.1.11.3.4

Maturity Level: 4

Description

Initiate debt recovery activities in accordance with appropriate commercial practice and policies.

Extended Description

Not used for this process element.

Explanatory

Not used for this process element

Mandatory

The purpose of Initiate Customer Debt Recovery process is to initiate customer debt recovery activities in accordance with appropriate commercial practice and policies. This process includes deciding appropriate recovery activities based on debt recovery policies, launching debt recovery activities and monitoring the executions. The debt recovery policies are associated to the customer’s profile such as payment history, customer group, purchased products, overdue amounts. This process includes overdue invoice reminding via phone call, SMS, email, by manually or automatically, by humans or applications. This process is also responsible for terminating customer debt recovery activities when the customer pays.

Optional

Not used for this process element

Interactions

Candidate Explanatory

The debt recovery policies are usually associated to the customer’s profile such as payment history, customer group, purchased products, overdue amounts. Activities triggered may include overdue invoice reminding (via phone call, SMS, email, by manually or automatically, by humans or applications), allocation of payment plan, disconnection or suspension of service, restriction of bandwidth, changes to policy to remove priorities, etc.

Candidate Mandatory

Where payment of debt is not made within the agreed time, the Initiate Customer Debt Recovery process triggers activities to enforce payment and limit exposure, in accordance with appropriate commercial practice and policies. This process is also responsible for terminating customer debt recovery activities when the customer pays.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Initiate Customer Debt Recovery Activities

Appears on these diagrams:

Issues

  • Business Process Framework 12.0 Addition
  • 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 22:23