May 2020
Intermediate to advanced
244 pages
7h 18m
English
book
The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
by Léon-Paul de Rouw, Brian Johnson
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CHAPTER 13: THE USD AND BACK OFFICE DEPENDENCIES
Proper handling of customer questions requires a demarcation between USD and back office processes. The USD exists only because of a back office, and a successful USD depends on the working of the processes between the USD and back office. The processes within and between the USD and the back office should be recorded and often secured in contracts (external customers) and/or agreements. These contracts/agreements in turn should be based on the way in which requests are to be handled.
After reading this chapter, the reader should better understand how processes between request and delivery come into being, the relationship and mutual dependency between the USD and back office, and the various means ...