| Post-Manufacturing Customer Service Planning | 22 days? | 11/19/2005 | 12/20/2005 | | |
| Read the note for an explanation of the purpose of this template | 0 days | 11/19/2005 | 11/19/2005 | | |
| Define Service Offering Requirements | 2 days? | 11/21/2005 | 11/22/2005 | | |
| Identify legal requirements for product warranty/guarantee | 0 days? | 11/21/2005 | 11/21/2005 | 1 | Customer Service Team,Legal |
| Identify typical product usage scenarios | 1 day? | 11/21/2005 | 11/21/2005 | 1 | Customer Service Team |
| Identify anticipated product problem points | 1 day? | 11/21/2005 | 11/21/2005 | 1 | Customer Service Team |
| Identify customer service contact scenarios | 1 day? | 11/21/2005 | 11/21/2005 | 1 | Customer Service Team |
| Document results | 1 day? | 11/22/2005 | 11/22/2005 | 3,4,5,6 | Customer Service Team |
| Service Offering Review COMPLETE | 0 days | 11/22/2005 | 11/22/2005 | 7 | |
| Business Performance Planning | 2 days? | 11/23/2005 | 11/24/2005 | | |
| Determine business objectives of support services | 0 days? | 11/23/2005 | 11/23/2005 | 8 | Customer Service Lead,Product Manager |
| Determine success metrics | 0 days? | 11/23/2005 | 11/23/2005 | 10 | Customer Service Team,Product Manager |
| Determine cost efficiency standards | 0 days? | 11/24/2005 | 11/24/2005 | 11 | Customer Service Lead,Product Manager |
| Business Performance Planning COMPLETE | 0 days | 11/24/2005 | 11/24/2005 | 12 | |
| Establish Continuous Improvement Processes (CIP) | 4 days? | 11/24/2005 | 11/29/2005 | | |
| Create method for tracking common problems and solutions | 1 day? | 11/24/2005 | 11/25/2005 | 13 | Customer Service Team |
| Create a method to track support issues versus product aspects | 1 day? | 11/25/2005 | 11/28/2005 | 15 | Customer Service Team |
| Create method for distributing common solutions to all support resources | 1 day? | 11/28/2005 | 11/29/2005 | 16 | Customer Service Team |
| CIP Preparation COMPLETE | 0 days | 11/29/2005 | 11/29/2005 | 17 | |
| Internal Support Service Planning (if support will be provided by manufacturer) | 10 days? | 11/24/2005 | 12/7/2005 | | |
| Resources Requirements | 4 days? | 11/29/2005 | 12/2/2005 | | |
| Estimate demand for customer support | 1 day? | 11/29/2005 | 11/30/2005 | 18 | Customer Service Lead |
| Estimate resource requirements | 1 day? | 11/30/2005 | 12/1/2005 | 21 | Customer Service Lead |
| Estimate effort to hire new resources | 1 day? | 12/1/2005 | 12/2/2005 | 22 | Customer Service Lead |
| Resource Planning COMPLETE | 0 days | 12/2/2005 | 12/2/2005 | 23 | |
| Service Delivery Planning COMPLETE | 0 days | 12/2/2005 | 12/2/2005 | 24 | |
| Design Support Services | 4 days? | 12/2/2005 | 12/7/2005 | | |
| If Warranty Service | 4 days? | 12/2/2005 | 12/7/2005 | | |
| Design return/repair policy and procedures (based on service objectives) | 1 day? | 12/2/2005 | 12/5/2005 | 25 | Customer Service Team |
| Design customer warranty materials | 1 day? | 12/5/2005 | 12/6/2005 | 28 | Product Manager |
| Define and develop a training program for warranty personnel | 1 day? | 12/6/2005 | 12/7/2005 | 29 | Content Developer |
| If Help Desk Service | 3 days? | 12/2/2005 | 12/6/2005 | | |
| Determine required skill sets for various support options | 1 day? | 12/2/2005 | 12/5/2005 | 25 | Customer Service Team |
| Define and develop training program for help desk | 1 day? | 12/5/2005 | 12/6/2005 | 32 | Content Developer |
| Design of Support Services COMPLETE | 0 days | 12/7/2005 | 12/7/2005 | 30,33 | |
| Support Service Planning and Design COMPLETE | 0 days | 12/7/2005 | 12/7/2005 | 34 | |
| Internal Support Service Program Development | 5 days? | 11/24/2005 | 11/30/2005 | | |
| Build customer service programs | 1 day? | 11/24/2005 | 11/25/2005 | 13 | Customer Service Team |
| Perform subject matter expert review | 1 day? | 11/25/2005 | 11/28/2005 | 37 | Customer Service Team |
| Perform user acceptance testing with customers | 0 days? | 11/28/2005 | 11/28/2005 | 38 | Customer Service Team,Product Manager |
| Revise programs and related processes | 1 day? | 11/29/2005 | 11/29/2005 | 39 | Customer Service Team |
| Acquire executive sign-off | 0 days? | 11/30/2005 | 11/30/2005 | 40 | Customer Service Lead,Product Manager |
| Internal Customer Service Program Development COMPLETE | 0 days | 11/30/2005 | 11/30/2005 | 41 | |
| Service Planning (if support will be provided by retailer) | 2 days? | 12/7/2005 | 12/8/2005 | | |
| Negotiate support program with retailer | 1 day? | 12/7/2005 | 12/8/2005 | 35 | Product Manager,Legal |
| Service Planning (if support will be provided by a third-party service company) | 2 days? | 12/7/2005 | 12/8/2005 | | |
| Negotiate support program with third-party service company | 1 day? | 12/7/2005 | 12/8/2005 | 35 | Product Manager,Legal |
| Post Launch | 9 days? | 12/8/2005 | 12/20/2005 | | |
| Program Deployment | 5 days? | 12/8/2005 | 12/14/2005 | | |
| Deploy new customer service programs | 1 day? | 12/8/2005 | 12/9/2005 | 42,44,46 | Customer Service Lead |
| Resource Readiness | 4 days? | 12/9/2005 | 12/14/2005 | | |
| Hire new resources | 1 day? | 12/9/2005 | 12/12/2005 | 49 | Customer Service Lead |
| Train new resources | 1 day? | 12/12/2005 | 12/13/2005 | 51 | Trainer |
| Certify new resources | 1 day? | 12/13/2005 | 12/14/2005 | 52 | Customer Service Lead |
| Resource Readiness Training COMPLETE | 0 days | 12/14/2005 | 12/14/2005 | 53 | |
| Program Deployment COMPLETE | 0 days | 12/14/2005 | 12/14/2005 | 54 | |
| Monitoring | 5 days? | 12/14/2005 | 12/20/2005 | | |
| Monitor customer support issues - look for common problems | 1 day? | 12/14/2005 | 12/15/2005 | 55 | Customer Service Team |
| Aggregate best practices (solutions) - distribute to support services | 1 day? | 12/15/2005 | 12/16/2005 | 57 | Customer Service Team |
| Review support data, determine which product aspects cause the most support incidents | 0 days? | 12/16/2005 | 12/16/2005 | 58 | Customer Service Team,Product Manager |
| Review resource performance, determine which resources are the most effective | 1 day? | 12/19/2005 | 12/19/2005 | 59 | Customer Service Team |
| Revise training materials based on data collected from customer service program | 1 day? | 12/20/2005 | 12/20/2005 | 60 | Content Developer |
| Post Launch Activities COMPLETE | 0 days | 12/20/2005 | 12/20/2005 | 61 | |
| Customer Service Program Development COMPLETE | 0 days | 12/20/2005 | 12/20/2005 | 62 | |
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