| # Function: Service Quality Management The objective of this business function is to manage and monitor service quality. This service quality includes customer satisfaction surveys, service efficiency, including response time and up time statistics, and warranty tracking for both warranty on new equipment and on service work, such as call backs, faulty repairs, and parts. Process: Manage Service Quality (MQM01a) The objective of this business process is to maintain effective quality control for service delivery. Assumptions: This process assumes that you use ERP Enterprise Service. IT support: LN Service. |