Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

Frameworx Process: Verify Customer Bill Inquiry

Category: (4) eTOM Process Type

Process Identifier: 1.3.11.2.1

Original Process Identifier: 1.1.1.12.2.1

Maturity Level: 4

Description

Verify whether the information supplied by the customer is correct.

Extended Description

Not used for this process element.

Explanatory

For examples: verify customer name, validate customer account number, identify the association of customer and billing account.

Mandatory

The purpose of Verify Customer Bill Inquiry process is to verify whether the information sup-plied by the customer is correct.

Optional

Not used for this process element

Interactions

Candidate Explanatory

This is an initial triage, usually carried out by the first line of suport. In many cases, if the customer does not frequently dispute, if the value of the inquiry is small and the customer value is high, then the Inquiry may be accepted and a rebate given without further contact with the customer. The investigation may proceed if the issue could be more widespread or systemic.

Candidate Mandatory

Verify Customer Bill Inquiry process is to verify whether the information supplied by the customer: * is accurate, * indicates that something is incorrect and warrants investigation.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Verify Customer Bill Inquiry

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 22:27