Develop customer service strategy

proc:6.1Processes cluster

Basis: APQC PCF level-2 process group (category when variant-only). 60 member capabilities, clustered mechanically.

Member capabilities

Agree warranty responsibilities suppliersagreeWarrantyResponsibilitiesSuppliers derived — 0 offerings Align customer service kpi overallalignCustomerServiceKpiOverall derived — 0 offerings Analyze contributionanalyzeContribution derived — 0 offerings Analyze existing customersanalyzeExistingCustomers derived — 0 offerings Analyze feedback audience customer needsanalyzeFeedbackAudienceCustomerNeeds derived — 0 offerings Analyze feedback customer needsanalyzeFeedbackCustomerNeeds derived — 0 offerings Analyze feedback social mediaanalyzeFeedbackSocialMedia derived — 0 offerings Communicate warranty policies offeringscommunicateWarrantyPoliciesOfferings derived — 0 offerings Create warranty rules claim codescreateWarrantyRulesClaimCodes derived — 0 offerings Define claim transaction functionalities stepsdefineClaimTransactionFunctionalitiesSteps derived — 0 offerings Define constituent service policies proceduresdefineConstituentServicePoliciesProcedures derived — 0 offerings Define customer service channel strategydefineCustomerServiceChannelStrategy derived — 0 offerings Define customer service experiencedefineCustomerServiceExperience derived — 0 offerings Define customer service indirect channeldefineCustomerServiceIndirectChannel derived — 0 offerings Define customer service policies proceduresdefineCustomerServicePoliciesProcedures derived — 0 offerings Define customer service requirements acrossdefineCustomerServiceRequirementsAcross derived — 0 offerings Define location service delivery sitedefineLocationServiceDeliverySite derived — 0 offerings Define services delivery strategydefineServicesDeliveryStrategy derived — 0 offerings Define social channelsdefineSocialChannels derived — 0 offerings Define social media listening toolsdefineSocialMediaListeningTools derived — 0 offerings Define warranty claimsdefineWarrantyClaims derived — 0 offerings Define warranty contractsdefineWarrantyContracts derived — 0 offerings Define warranty offeringdefineWarrantyOffering derived — 0 offerings Define warranty related offeringsdefineWarrantyRelatedOfferings derived — 0 offerings Define warranty servicesdefineWarrantyServices derived — 0 offerings Detail out claim approvalsdetailOutClaimApprovals derived — 0 offerings Determine engagement channel prioritiesdetermineEngagementChannelPriorities derived — 0 offerings Determine value added hr functiondetermineValueAddedHrFunction derived — 0 offerings Determine warranty policiesdetermineWarrantyPolicies derived — 0 offerings Determine warranty policies vs goodwilldetermineWarrantyPoliciesVsGoodwill derived — 0 offerings Develop after sales part servicedevelopAfterSalesPartService derived — 0 offerings Develop audience engagement customer servicedevelopAudienceEngagementCustomerService derived — 0 offerings Develop constituent service strategydevelopConstituentServiceStrategy derived — 0 offerings Develop customer care customer servicedevelopCustomerCareCustomerService derived — 0 offerings Develop customer service segmentation prioritizationdevelopCustomerServiceSegmentationPrioritization derived — 0 offerings Develop customer service strategydevelopCustomerServiceStrategy derived — 0 offerings Develop human resources plansdevelopHumanResourcesPlans derived — 0 offerings Develop post vehicle saledevelopPostVehicleSale derived — 0 offerings Develop recall strategydevelopRecallStrategy derived — 0 offerings Develop service policies proceduresdevelopServicePoliciesProcedures derived — 0 offerings Develop work force strategy modelsdevelopWorkForceStrategyModels derived — 0 offerings Establish constituent management measuresestablishConstituentManagementMeasures derived — 0 offerings Establish plansestablishPlans derived — 0 offerings Establish service levelsestablishServiceLevels derived — 0 offerings Establish target service levelestablishTargetServiceLevel derived — 0 offerings Identify preferred warranty fulfillment vendoridentifyPreferredWarrantyFulfillmentVendor derived — 0 offerings Integrate channelsintegrateChannels derived — 0 offerings Integrate dealer standards customer careintegrateDealerStandardsCustomerCare derived — 0 offerings Interface customersinterfaceCustomers derived — 0 offerings Manage channelsmanageChannels derived — 0 offerings Manage documented service level agreementsmanageDocumentedServiceLevelAgreements derived — 0 offerings Manage service protocolsmanageServiceProtocols derived — 0 offerings Manage service routing workflowmanageServiceRoutingWorkflow derived — 0 offerings Monitor hr performance measuresmonitorHrPerformanceMeasures derived — 0 offerings Monitor plansmonitorPlans derived — 0 offerings Perform data acquisition storageperformDataAcquisitionStorage derived — 0 offerings Perform warranty analytics experience checkperformWarrantyAnalyticsExperienceCheck derived — 0 offerings Plan employee resourcing requirements departmentplanEmployeeResourcingRequirementsDepartment derived — 0 offerings Provide services termsprovideServicesTerms derived — 0 offerings Set up claims administration processsetUpClaimsAdministrationProcess derived — 0 offerings