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Frameworx Process: Identify Customer Bill Inquiry Root Cause

Category: (4) eTOM Process Type

Process Identifier: 1.3.11.2.3

Original Process Identifier: 1.1.1.12.2.3

Maturity Level: 4

Description

Identify the root cause on customer bill inquiry.

Extended Description

Not used for this process element.

Explanatory

Not used for this process element

Mandatory

The purpose of Identify Customer Bill Inquiry Root Cause is to identify the root cause on cus-tomer bill inquiry and make the results available to other processes. Once the root cause is identified, this process will notify Modify Customer Bill Inquiry process to update the customer bill inquiry report.

Optional

Not used for this process element

Interactions

Candidate Explanatory

The use of the Root Cause analysis is to ensure that the same problem does not exist for other customers, as well as to tighten procedures to ensure that such errors cannot be introduced into the operations again.

Candidate Mandatory

Identify Customer Bill Inquiry Root Cause identifies what problem or problems were the root cause of the Customer Bill inquiry. It makes the results available to other processes.

Candidate Optional

If a root cause is identified, this process will notify Modify Customer Bill Inquiry process to update the customer bill inquiry report.

Candidate Interactions

OS&R Problem Handling

(4) eTOM Process Type Identify Customer Bill Inquiry Root Cause

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 22:22