Service Definitions

Offering a Service Definition helps providers let their customers know how they work, how products reach customers, and what support levels are available. Posting a service definition here allows Membership Rules accreditation and assistance with Service Delivery problems.

Possible but not exhaustive topics a provider should cover in their service definition:

  1. How will a provider assess and baseline the customer's requirements ?
  2. How does a provider charge for their services, and what payment options are there ?
  3. How will a provider deal with customer requirement variations ?
  4. How will a provider deliver products to customers ?
  5. How will a provider handle variations in or issues with resourcing and delivery ?
  6. How will a provider handle customer dissatisfaction or complaints ?

Answers to questions 1 to 6 can be handled in a dedicated environment where provider dialogue with customers is recorded and open to review by an independent third party where needed.

In the Enterprise 2.0 world, open process and dialogue is one of the best sales tools a provider can have !!

Edited Tue, Oct 21, 2008 10:18 AM

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