Workflow

From USM Wiki

Preferred Term Workflow
Definition The sequence of process steps with their activities and actions through the USM customer driven process model required to handle a call from initiation to completion.
Acronym
Explanation A workflow, a customer journey, and a value stream all describe the same interaction between a customer/user and a service provider, but from different perspectives:
  • The customer journey describes the interaction from the customer/user perspective.
  • The value stream and the workflow describe the interaction from the provider's perspective.

USM explains how eight standard customer driven workflow templates can be used to define any and all customer journeys and value streams in service delivery.
A workflow can specify a routine of the level of process, procedure, or work instruction.

Alternative Term (Synonym) Customer journey, value stream


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Status Active
Modification Date 2024-11-02 15:11:38
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