【正文】 riations, work arounds and activity triggers Map Relevant Business Process at Detailed Level [TK029] Complete LOVEM process maps for each customer service subprocess at each local office Map IT and systems support for each activity Identify transaction volumes associated with each activity Conduct local office walkthroughs to confirm process flows Identify Current Organisational Structure and Staffing for Process [TK034] Identify responsibilities and roles for each activity Inventory all support engineers and develop skill and experience profile Identify Current Internal Objectives and Measures Relating to each Process [TK035] Document daily performance targets for each role Document annual performance measures for each role Document purpose and objective of each measure Align individual measures with Customer Service and Huawei objectives Identify Process Performance [TK027] Identify and review best current subprocesses in customer support. This should include but may not be limited to the following: Identify best customer configuration data collection process Identify best customer service history data collection process Identify best subprocess for problem / solution history analysis Identify best service engineer deployment subprocess Identify best customer interface (call centre, inquiry handling) subprocesses Identify best service cost tracking subprocess Identify best spare parts tracking subprocess Identify best service billing subprocess Identify best defective parts return subprocess Confirm current process operations and validity of “best process” selection with Customer Service management Consolidate and Assess Current Business Processes [TK030] Rationalise the operating environment and overall dominant position of Customer Service on the product / process change matrix Identify process outes not being achieved in each subprocess Identify process weaknesses in terms of “toxic content” Confirm process outes not being achieved with Customer Service management Assess Customer Wants and Needs Run Moments of Truth Workshops [TK020] Summarise and agree results of MOT workshops [TK021] Conduct customer workshops / surveys to understand service level expectations for each service offered within each segment Conduct Customer Focus Groups [TK023] Document Agreed Customer Wants amp。 Needs [TK146] Define customer services principles Assess Information Systems Assess Current Information Systems [TK045] Assess effectiveness of IT support for the process in areas of problem management, spare parts management, customer service personnel management, service coverage management and customer installation information Identify areas of improvement required from IT Document data held in respect of customer configurations Document data held in respect of problems and resolutions Identify the location of existing customer configuration data (system, geography, data owners) Establish Agreed Process Outes and Targets Describe Target Situation [TK047] Understand agreed (marketing defined) service offerings by segment Agree rationalised process operations and “best process” view with Customer Service management Agree customer wants and needs with Customer Service management Agree process outes not being achieved Agree need for change Define service level standards as target process outes Define process objectives and measures for each sub process Milestone Review assessment of present issues and priorities for improvement.2 INVENT Load Application Software Prepare Application Environment Install Application Into Designated Environments Perform Installation Diagnostics And Tests Provide Application Overview Training Conduct General Education Classes Conduct Highlevel Overview of the Oracle “Service” Module Application Features Conceptual Process Design Identify Gaps Between Current and Ideal Situation [TK048] Identify Opportunities to Close the Gaps (Entry Points) [TK049] Identify High Level Requirements for Future Business Processes [TK066] Confirm process’ position on product / process change matrix Define key outes and key characteristics of the future process Brainstorm process improvements Determine time and cost tracking requirements for customer service activities Define billing mechanism to support customer billing for service activities Define reporting needs to report profitability statistics for customer service operations Determine feedback loop mechanism to Ramp。D regarding product stability, serviceability and maintainability requirements Determine feedback loop mechanism to Production regarding spare parts production forecast Define service engineer scheduling needs Define parts access needs Analyse Requirements and Describe Future Business Processes [TK067] Agree on Future Business Processes [TK068] Conceptual Design Implications for Organisation and Control Systems Identify Requirements for Future Organisation amp。 Control Systems [TK069] Analyse Requirements and Describe Future Organisation amp。 Control Systems [TK070] Agree on Future Organisation amp。 Control Systems [TK071] Conceptual Design Implications for ITSystem Identify Requirements for Future Information Systems [TK072] Analyse Requirements and Describe Future Information Systems [TK073] Agree on Future Information Systems [TK144] Determine Technical Architecture Requirements Develop Future Information Model Determine Audit and Control Requirements Determine Data Security Requirements Identify Required Custom Services Systems Assess System Performance Risks Consolidate Future Requirements Consolidate Future Requirements outputs into a single report [TK065] Review Future Busin