Workflow

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 and with different levels of detail: 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: The value stream specifies all details of the involved work, including the what, who and how. The workflow only specifies the activities, not the who and how. The work instruction specification of that workflow coincides with the content of the value stream. USM explains how eight standard customer driven workflow templates can be used to define the process logic of any and all customer journeys and value streams in service delivery. Meta model: Supporting image:
Alternative Term (Synonym)	Customer journey, value stream

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