6.0 - Manage Customer Service

PCF Category: 6.0
Total Elements: 104
Hierarchy Depth: Up to 3 levels

Overview

This category encompasses all processes related to manage customer service within an enterprise.

Process Groups (Level 1)

Hierarchy ID	Process Group	Sub-Elements
6.0	Manage Customer Service	0
6.1	Develop customer care/customer service strategy	12
6.2	Plan and manage customer service contacts	22
6.3	Service products after sales	37
6.4	Manage product recalls and regulatory audits	6
6.5	Evaluate customer service operations and customer satisfaction	21

Detailed Process Hierarchy

6.0 - Manage Customer Service

PCF ID: 20085

6.1 - Develop customer care/customer service strategy

PCF ID: 10378

ID	Process	PCF ID	Metrics
6.1.1	Define customer service requirements across the enterprise	20086	N
6.1.2	Define customer service experience	20087	N
6.1.3	Define and manage customer service channel strategy	20088	N
6.1.4	Define customer service policies and procedures	10382	N
6.1.5	Establish target service level for each customer segment	10383	Y
6.1.6	Define warranty offering	20089	N
6.1.7	Develop recall strategy	20092	N

6.1.6 - Define warranty offering (5 elements)

ID	Process	PCF ID
6.1.6.1	Determine and document warranty policies	16893
6.1.6.2	Create and manage warranty rules/claim codes for products	16890
6.1.6.3	Agree on warranty responsibilities with suppliers	20090
6.1.6.4	Define warranty related offerings for customers	20091
6.1.6.5	Communicate warranty policies and offerings	12673

6.2 - Plan and manage customer service contacts

PCF ID: 10379

ID	Process	PCF ID	Metrics
6.2.1	Plan and manage customer service work force	10387	Y
6.2.2	Manage customer service problems, requests, and inquiries	10388	Y
6.2.3	Manage customer complaints	10389	Y
6.2.4	Process returns	20094	N
6.2.5	Report incidents and risks to regulatory bodies	12840	N

6.2.1 - Plan and manage customer service work force (4 elements)

ID	Process	PCF ID
6.2.1.1	Forecast volume of customer service contacts	10390
6.2.1.2	Schedule customer service work force	10391
6.2.1.3	Track work force utilization	10392
6.2.1.4	Monitor and evaluate quality of customer interactions with customer service representatives	10393

6.2.2 - Manage customer service problems, requests, and inquiries (6 elements)

ID	Process	PCF ID
6.2.2.1	Receive customer problems, requests, and inquiries	10394
6.2.2.2	Analyze problems, requests, and inquiries	13482
6.2.2.3	Resolve customer problems, requests, and inquiries	10395
6.2.2.4	Respond to customer problems, requests, and inquiries	10396
6.2.2.5	Identify and capture upsell/cross-sell opportunities	16928
6.2.2.6	Deliver opportunity to sales team	16937

6.2.3 - Manage customer complaints (5 elements)

ID	Process	PCF ID
6.2.3.1	Receive customer complaints	10397
6.2.3.2	Route customer complaints	10398
6.2.3.3	Resolve customer complaints	10399
6.2.3.4	Respond to customer complaints	10400
6.2.3.5	Analyze customer complaints and response/redressal	19072

6.2.4 - Process returns (2 elements)

ID	Process	PCF ID
6.2.4.1	Authorize return	10364
6.2.4.2	Process return and record reason	20095

6.3 - Service products after sales

PCF ID: 12658

ID	Process	PCF ID	Metrics
6.3.1	Register products	20605	N
6.3.2	Process warranty claims	12669	Y
6.3.3	Manage supplier recovery	20106	N
6.3.4	Service products	10218	Y

6.3.2 - Process warranty claims (15 elements)

ID	Process	PCF ID
6.3.2.1	Receive warranty claim	20096
6.3.2.2	Validate warranty claim	12671
6.3.2.3	Investigate warranty issues	20097
6.3.2.3.1	Define issue	20098
6.3.2.3.2	Schedule field service	12677
6.3.2.3.3	Request and receive defective part	12678
6.3.2.3.4	Investigate issue/perform root cause analysis	20099
6.3.2.3.5	Receive investigation result/recommendation for corrective action	20100
6.3.2.4	Determine responsible party	20101
6.3.2.5	Manage pre-authorizations	20102
6.3.2.6	Approve or reject warranty claim	12668
6.3.2.7	Notify originator of approve/reject decision	20103
6.3.2.8	Authorize payment	20104
6.3.2.9	Close claim	20105
6.3.2.10	Reconcile warranty transaction disposition	12667

6.3.3 - Manage supplier recovery (2 elements)

ID	Process	PCF ID
6.3.3.1	Create supplier recovery claims	20107
6.3.3.2	Negotiate recoveries with suppliers	20108

6.3.4 - Service products (16 elements)

ID	Process	PCF ID
6.3.4.1	Confirm specific service requirements for individual customer	10320
6.3.4.1.1	Process customer request	10324
6.3.4.1.2	Create customer profile	10325
6.3.4.1.3	Generate service order	10326
6.3.4.2	Identify and schedule resources to meet service requirements	10321
6.3.4.2.1	Create resourcing plan and schedule	10327
6.3.4.2.2	Create service order fulfillment schedule	10328
6.3.4.3	Provide service to specific customers	10322
6.3.4.3.1	Organize daily service order fulfillment schedule	10330
6.3.4.3.2	Execute product repair	10331
6.3.4.3.3	Manage service order fulfillment	10332
6.3.4.4	Ensure quality of service	10323
6.3.4.4.1	Identify completed service orders for feedback	10334
6.3.4.4.2	Identify incomplete service orders and service failures	10335
6.3.4.4.3	Solicit customer feedback on services delivered	10336
6.3.4.4.4	Process customer feedback on services delivered	10337

6.4 - Manage product recalls and regulatory audits

PCF ID: 20110

ID	Process	PCF ID	Metrics
6.4.1	Initiate recall	20111	N
6.4.2	Assess the likelihood and consequences of occurrence of any hazards	20112	N
6.4.3	Manage recall related communications	20113	N
6.4.4	Submit regulatory reports	20114	N
6.4.5	Monitor and audit recall effectiveness	20115	N
6.4.6	Manage recall termination	20116	N

6.5 - Evaluate customer service operations and customer satisfaction

PCF ID: 20595

ID	Process	PCF ID	Metrics
6.5.1	Measure customer satisfaction with customer problems, requests, and inquiries handling	10401	N
6.5.2	Measure customer satisfaction with customer- complaint handling and resolution	10402	Y
6.5.3	Measure customer satisfaction with products and services	10403	Y
6.5.4	Evaluate and manage warranty performance	12672	Y
6.5.5	Evaluate recall performance	20121	N

6.5.1 - Measure customer satisfaction with customer problems, requests, and inquiries handling (3 elements)

ID	Process	PCF ID
6.5.1.1	Solicit customer feedback on customer service experience	11687
6.5.1.2	Analyze customer service data and identify improvement opportunities	11688
6.5.1.3	Provide customer feedback to product management on customer service experience	18126

6.5.2 - Measure customer satisfaction with customer- complaint handling and resolution (3 elements)

ID	Process	PCF ID
6.5.2.1	Solicit customer feedback on complaint handling and resolution	11236
6.5.2.2	Analyze customer complaint data and identify improvement opportunities	11237
6.5.2.3	Identify common customer complaints	11689

6.5.3 - Measure customer satisfaction with products and services (5 elements)

ID	Process	PCF ID
6.5.3.1	Gather and solicit post-sale customer feedback on products and services	11238
6.5.3.2	Solicit post-sale customer feedback on ad effectiveness	11239
6.5.3.3	Solicit customer feedback on cross-channel experience	20117
6.5.3.4	Analyze product and service satisfaction data and identify improvement opportunities	11240
6.5.3.5	Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)	11241

6.5.4 - Evaluate and manage warranty performance (5 elements)

ID	Process	PCF ID
6.5.4.1	Measure customer satisfaction with warranty handling and resolution	20118
6.5.4.2	Monitor and report on warranty management metrics	12676
6.5.4.3	Identify improvement opportunities	20119
6.5.4.4	Identify opportunities to eliminate warranty waste	12674
6.5.4.5	Investigate fraudulent claims	20120

Change Summary (v7.2.1 vs v6.1.1)

Changes are indicated by:

• +XXXXX - New element added (PCF ID)
• -XXXXX - Element removed
• cXXXXX - Element changed
• NEW - Newly introduced in v7.2.1

Full Process List

Complete 104 elements

Hierarchy ID	Name	PCF ID	Change
6.0	Manage Customer Service	20085	+12658, +20110, +20595, c10379, NEW
6.1	Develop customer care/customer service strategy	10378	+20086, +20087, +20088, +20089, +20092, -10381, c10383
6.1.1	Define customer service requirements across the enterprise	20086	NEW
6.1.2	Define customer service experience	20087	NEW
6.1.3	Define and manage customer service channel strategy	20088	NEW
6.1.4	Define customer service policies and procedures	10382	-
6.1.5	Establish target service level for each customer segment	10383	RENAME, WAS:Establish service levels for customers
6.1.6	Define warranty offering	20089	+16893, +16890, +20090, +20091, +12673, NEW
6.1.6.1	Determine and document warranty policies	16893	NEW
6.1.6.2	Create and manage warranty rules/claim codes for products	16890	NEW
6.1.6.3	Agree on warranty responsibilities with suppliers	20090	NEW
6.1.6.4	Define warranty related offerings for customers	20091	NEW
6.1.6.5	Communicate warranty policies and offerings	12673	NEW
6.1.7	Develop recall strategy	20092	NEW
6.2	Plan and manage customer service contacts	10379	+20094, +12840, c10388, RENAME, WAS:Plan and manage customer service operations
6.2.1	Plan and manage customer service work force	10387	-
6.2.1.1	Forecast volume of customer service contacts	10390	-
6.2.1.2	Schedule customer service work force	10391	-
6.2.1.3	Track work force utilization	10392	-
6.2.1.4	Monitor and evaluate quality of customer interactions with c...	10393	-
6.2.2	Manage customer service problems, requests, and inquiries	10388	+13482, +16928, +16937, c10394, c10395, c10396, RENAME, WAS:Manage customer service requests/inquiries
6.2.2.1	Receive customer problems, requests, and inquiries	10394	RENAME, WAS:Receive customer requests/inquiries
6.2.2.2	Analyze problems, requests, and inquiries	13482	NEW
6.2.2.3	Resolve customer problems, requests, and inquiries	10395	RENAME, WAS:Route customer requests/inquiries
6.2.2.4	Respond to customer problems, requests, and inquiries	10396	RENAME, WAS:Respond to customer requests/inquiries
6.2.2.5	Identify and capture upsell/cross-sell opportunities	16928	NEW
6.2.2.6	Deliver opportunity to sales team	16937	NEW
6.2.3	Manage customer complaints	10389	+19072
6.2.3.1	Receive customer complaints	10397	-
6.2.3.2	Route customer complaints	10398	-
6.2.3.3	Resolve customer complaints	10399	-
6.2.3.4	Respond to customer complaints	10400	-
6.2.3.5	Analyze customer complaints and response/redressal	19072	NEW
6.2.4	Process returns	20094	+20095, c10364, NEW
6.2.4.1	Authorize return	10364	RENAME, WAS:Authorize and process returns
6.2.4.2	Process return and record reason	20095	NEW
6.2.5	Report incidents and risks to regulatory bodies	12840	NEW
6.3	Service products after sales	12658	+20605, +12669, +20106, c10218, NEW
6.3.1	Register products	20605	NEW
6.3.2	Process warranty claims	12669	+20096, +12671, +20097, +20101, +20102, +12668, +20103, +20104, +20105, +12667, NEW
6.3.2.1	Receive warranty claim	20096	NEW
6.3.2.2	Validate warranty claim	12671	NEW
6.3.2.3	Investigate warranty issues	20097	+20098, +12677, +12678, +20099, +20100, NEW
6.3.2.3.1	Define issue	20098	NEW
6.3.2.3.2	Schedule field service	12677	NEW
6.3.2.3.3	Request and receive defective part	12678	NEW
6.3.2.3.4	Investigate issue/perform root cause analysis	20099	NEW
6.3.2.3.5	Receive investigation result/recommendation for corrective a...	20100	NEW
6.3.2.4	Determine responsible party	20101	NEW
6.3.2.5	Manage pre-authorizations	20102	NEW
6.3.2.6	Approve or reject warranty claim	12668	NEW
6.3.2.7	Notify originator of approve/reject decision	20103	NEW
6.3.2.8	Authorize payment	20104	NEW
6.3.2.9	Close claim	20105	NEW
6.3.2.10	Reconcile warranty transaction disposition	12667	NEW
6.3.3	Manage supplier recovery	20106	+20107, +20108, NEW
6.3.3.1	Create supplier recovery claims	20107	NEW
6.3.3.2	Negotiate recoveries with suppliers	20108	NEW
6.3.4	Service products	10218	RENAME, WAS:Deliver service to customer
6.3.4.1	Confirm specific service requirements for individual custome...	10320	-
6.3.4.1.1	Process customer request	10324	-
6.3.4.1.2	Create customer profile	10325	-
6.3.4.1.3	Generate service order	10326	-
6.3.4.2	Identify and schedule resources to meet service requirements	10321	-10329
6.3.4.2.1	Create resourcing plan and schedule	10327	-
6.3.4.2.2	Create service order fulfillment schedule	10328	-
6.3.4.3	Provide service to specific customers	10322	-10333, c10331, c10332
6.3.4.3.1	Organize daily service order fulfillment schedule	10330	-
6.3.4.3.2	Execute product repair	10331	RENAME, WAS:Dispatch resources
6.3.4.3.3	Manage service order fulfillment	10332	RENAME, WAS:Manage order fulfillment progress
6.3.4.4	Ensure quality of service	10323	c10334, c10335
6.3.4.4.1	Identify completed service orders for feedback	10334	RENAME, WAS:Identify completed orders for feedback
6.3.4.4.2	Identify incomplete service orders and service failures	10335	RENAME, WAS:Identify incomplete orders and service failures
6.3.4.4.3	Solicit customer feedback on services delivered	10336	-
6.3.4.4.4	Process customer feedback on services delivered	10337	-
6.4	Manage product recalls and regulatory audits	20110	+20111, +20112, +20113, +20114, +20115, +20116, NEW
6.4.1	Initiate recall	20111	NEW
6.4.2	Assess the likelihood and consequences of occurrence of any ...	20112	NEW
6.4.3	Manage recall related communications	20113	NEW
6.4.4	Submit regulatory reports	20114	NEW
6.4.5	Monitor and audit recall effectiveness	20115	NEW
6.4.6	Manage recall termination	20116	NEW
6.5	Evaluate customer service operations and customer satisfacti...	20595	+12672, +20121, c10401, c10402, NEW
6.5.1	Measure customer satisfaction with customer problems, reques...	10401	+11687, +11688, +18126, -10404, -10405, -10406, -10407, RENAME, WAS:Measure customer satisfaction with customer requests/inquiries handling
6.5.1.1	Solicit customer feedback on customer service experience	11687	NEW
6.5.1.2	Analyze customer service data and identify improvement oppor...	11688	NEW
6.5.1.3	Provide customer feedback to product management on customer ...	18126	NEW
6.5.2	Measure customer satisfaction with customer- complaint handl...	10402	+11689, RENAME, WAS:Measure customer satisfaction with customer-complaint handling and resolution
6.5.2.1	Solicit customer feedback on complaint handling and resoluti...	11236	-
6.5.2.2	Analyze customer complaint data and identify improvement opp...	11237	-
6.5.2.3	Identify common customer complaints	11689	NEW
6.5.3	Measure customer satisfaction with products and services	10403	+20117, c11241
6.5.3.1	Gather and solicit post-sale customer feedback on products a...	11238	-
6.5.3.2	Solicit post-sale customer feedback on ad effectiveness	11239	-
6.5.3.3	Solicit customer feedback on cross-channel experience	20117	NEW
6.5.3.4	Analyze product and service satisfaction data and identify i...	11240	-
6.5.3.5	Provide feedback and insights to appropriate teams (product ...	11241	RENAME, WAS:Provide customer feedback to product management on products and services
6.5.4	Evaluate and manage warranty performance	12672	+20118, +12676, +20119, +12674, +20120, NEW
6.5.4.1	Measure customer satisfaction with warranty handling and res...	20118	NEW
6.5.4.2	Monitor and report on warranty management metrics	12676	NEW
6.5.4.3	Identify improvement opportunities	20119	NEW
6.5.4.4	Identify opportunities to eliminate warranty waste	12674	NEW
6.5.4.5	Investigate fraudulent claims	20120	NEW
6.5.5	Evaluate recall performance	20121	NEW

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