APQC Process Framework Cat-5
Introduction

5.1 Develop customer care/customer service strategy (10378)

 5.1.1 Develop customer service segmentation/prioritization (e.g., tiers) (10381)

  5.1.1.1 Analyze existing customers (10384)

  5.1.1.2 Analyze feedback of customer needs (10385)

 5.1.2 Define customer service policies and procedures (10382)

 5.1.3 Establish service levels for customers (10383)

5.2 Plan and manage customer service operations (10379)  

 5.2.1 Plan and manage customer service work force (10387)

  5.2.1.1 Forecast volume of customer service contacts (10390)

  5.2.1.2 Schedule customer service work force (10391)

  5.2.1.3 Track work force utilization (10392)

  5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives (10393)

 5.2.2 Manage customer service requests/inquiries (10388)

  5.2.2.1 Receive customer requests/inquiries (10394)

  5.2.2.2 Route customer requests/inquiries (10395)

  5.2.2.3 Respond to customer requests/inquiries (10396)

 5.2.3 Manage customer complaints (10389)

  5.2.3.1 Receive customer complaints (10397)

  5.2.3.2 Route customer complaints (10398)

  5.2.3.3 Resolve customer complaints (10399)

  5.2.3.4 Respond to customer complaints (10400)

5.3 Measure and evaluate customer service operations (10380)  

 5.3.1 Measure customer satisfaction with customer requests/inquiries handling (10401)

  5.3.1.1 Gather and solicit post-sale customer feedback on products and services (10404)

  5.3.1.2 Solicit post-sale customer feedback on ad effectiveness (10405)

  5.3.1.3 Analyze product and service satisfaction data and identify improvement opportunities (10406)

  5.3.1.4 Provide customer feedback to product management on products and services (10407)

 5.3.2 Measure customer satisfaction with customer-complaint handling and resolution (10402)

  5.3.2.1 Solicit customer feedback on complaint handling and resolution (11236)

  5.3.2.2 Analyze customer complaint data and identify improvement opportunities (11237)

 5.3.3 Measure customer satisfaction with products and services (10403)

  5.3.3.1 Gather and solicit post-sale customer feedback on products and services (11238)

  5.3.3.2 Solicit post-sale customer feedback on ad effectiveness (11239)

  5.3.3.3 Analyze product and service satisfaction data and identify improvement opportunities (11240)

  5.3.3.4 Provide customer feedback to product management on products and services (11241)

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