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Frameworx Process: Assess and Investigate Customer Bill Inquiry

Category: (4) eTOM Process Type

Process Identifier: 1.3.11.2.2

Original Process Identifier: 1.1.1.12.2.2

Maturity Level: 4

Description

Assess and investigate customer bill inquiry based on the customer provided information.

Extended Description

Not used for this process element.

Explanatory

Not used for this process element

Mandatory

The purpose of Assess and Investigate Customer Bill Inquiry is to assess and investigate customer bill inquiry based on the customer provided information to determine whether the circumstances leading to the bill inquiry is linked to the underlying services, or other processes. Update the customer bill inquiry report, as required during the assessment.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Bill Inquiries may be linked to any financial transaction, and may be cause by the underlying services, the configuration of rate tables, the expiry of credit cards, missmatched or delayed payment processing or a host of other causes.

Candidate Mandatory

The Assess and Investigate Customer Bill Inquiry process: assesses the severity of the Inquiry (and hence the amount of effort to expend on its resolution) and investigates what the circumstances leading to the bill inquiry are. It updates the Bill Inquiry to indicate the appropriate resolution activities required.

Candidate Optional

Not used for this process element

Candidate Interactions

This process requires information from any process that touches the billing data, such as charging, mediation, payments, etc.

(4) eTOM Process Type Assess and Investigate 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 22:19