Customer Services
Customer support operations and service delivery management
Complete TOM Bundle: Customer Services
13 deliverable files for Customer Services. Full Customer Services bundle: the Complete TOM DOCX and all function deliverables across the document categories, including the target operating model presentation, workbooks and any Markdown supplements.
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Deliverable files included in this bundle (13)
Target-Operating-Model report
A 61-slide Customer Service presentation covering operating-model design, process architecture, organisation, technology, data, governance and performance for executive discussion.
- TOMBox---Customer-Service-Target-Operating-Model.pptx PowerPoint
Customer Services, Complete TOM Bundle
A 44-page Customer Service / Sustain-to-Retain operating-model reference organised into 13 main sections and 27 tables, connecting process design, service delivery, people, technology, data, governance and performance.
- STR-Complete-TOM-Document.docx Word
Customer Services, KPIs with Benchmarks
A 19-page Customer Service / Sustain-to-Retain performance library containing 20 performance-indicator profiles, including 8 recommended additions, with formulas and benchmark guidance.
- STR-KPIs-with-Benchmarks.docx Word
Customer Services, Job Descriptions
A 35-page Customer Service / Sustain-to-Retain role compendium with 17 job descriptions detailing responsibilities, competencies, qualifications and reporting relationships.
- STR-Job-Descriptions.docx Word
Customer Services, Service Catalogue
A 40-page Customer Service / Sustain-to-Retain service catalogue with 37 service definitions covering delivery responsibilities, service recipients, outputs and service-level expectations.
- STR-Service-Catalogue.docx Word
Customer Services, L3 RACI
A 33-page Customer Service / Sustain-to-Retain responsibility reference mapping 37 L3 process identifiers to responsible, accountable, consulted and informed roles across 46 tables.
- STR-L3-RACI-Process-Tables.docx Word
Customer Services, L3 RACI
An Excel Customer Service / Sustain-to-Retain responsibility workbook with 3 worksheets and 37 L3 process rows, mapping accountable owners and supporting responsibilities for operational planning and review.
- STR_L3_RACI_Matrix.xlsx Excel
Customer Services, Technology Landscape
A 26-page Customer Service / Sustain-to-Retain technology landscape with 10 main sections and 24 tables covering system capabilities, process support, integration and modernisation options.
- STR-Technology-Landscape.docx Word
Customer Services, Data Strategy & MDM
A 34-page Customer Service / Sustain-to-Retain data-strategy and master-data reference with 11 main sections and 41 tables covering data domains, ownership, quality rules and governance.
- STR-Data-Strategy-MDM.docx Word
Customer Services, Governance & Controls
A 31-page Customer Service / Sustain-to-Retain governance reference with 13 main sections and 25 tables setting out decision rights, governance bodies, policy responsibilities and controls.
- STR-Governance-Controls-Summary.docx Word
Customer Services, Interaction Matrix
A 16-page Customer Service / Sustain-to-Retain interaction reference using 10 tables to map internal and external interfaces, information exchanges, responsibilities and dependencies.
- STR-Interaction-Matrix.docx Word
Customer Services, Policy Document
A 35-page Customer Service / Sustain-to-Retain policy document organised into 6 main sections with 31 tables covering operating requirements, responsibilities, governance and compliance.
- STR-Policy-Document.docx Word
Customer Services, Procedures
A 91-page Customer Service / Sustain-to-Retain procedures manual with 37 L3 procedure sections, describing operating steps, responsibilities, controls and expected outputs.
- STR-Procedures-Manual.docx Word