Customer Service Business Process Shortlisting Tool

Author(s): Agnes Scott, Brian Park

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This tool is designed to outline and prioritize your Customer Service goals, and link their relevance and value to your Customer Service processes.

Use this tool to:

  • Create an inventory of Customer Service goals.
  • Score the provided APQC processes in their relevance to enterprise direction and Customer Service goals.
  • Score the satisfaction of current state Customer Service processes.
  • Track future and current state modeling progress of shortlisted Level 5 Customer Service processes.

Use the modeled processes to assess gaps and map IT components in latter steps of the project to the processes for a holistic evaluation of the Customer Service function.

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Develop an IT Strategy to Support Customer Service

IT can help pave the way for a Customer Service transformation.

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