What is a Service?
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Service domains attributes
Attribute | Description | Example | |||
Title | The name or title of the Service. | ||||
Description | A detailed explanation of what the Service entails. | ||||
Purpose | The intended purpose or benefit of the Service. | ||||
Owner | The individual or team responsible for the Service. | ||||
orgUnitTitle | The Organization unit the Service belongs to. | ||||
serviceLevelAgreements | The SLAs associated with the Service. | ||||
Channels | The channels through which the Service is provided. | ||||
customerFeedback | The methods for collecting and analyzing customer feedback." | ||||
processFlow | The sequence of activities and interactions that comprise the Service delivery | Classroom training (160 hrs), field practice (240 hrs), certification exam | Description. | ||
customerJourney | The touchpoints and experiences throughout Service delivery | Initial assessment, core training, specialization tracks, certification, continuing education | Purpose. | ||
Dependencies | Other Services, systems, or resources required for Service delivery | Training facilities, certified instructors, simulation equipment | Owner | . | |
stakeholderNetwork | The individuals or groups involved in or impacted by Service delivery | Railroad safety inspectors, railroads, unions, state agencies | orgUnitTitle | . | |
performanceIndicators | Metrics used to measure Service effectiveness and value delivery | Certification success rate: 94%, Post-training incident reduction: 45% | Service Level Agreements | . | |
Continuous Improvement | Methods for gathering and implementing Service improvements | Quarterly curriculum reviews, industry feedback integration | Channels. | ||
Resource Management | Required resources for consistent Service delivery15 certified trainers, 8 training facilities, $12.5M annual budgetCustomer Feedback | ||||
Risk Management | Identified risks to Service delivery and mitigation strategies | Instructor availability, equipment maintenance, regulatory changes | Process Flow | . | |
Strategic Alignment | How the Service supports Organization objectives and outcomes | Ensures inspector competency for safety oversight mission | Customer Journey. | ||
Quality Framework | Standards and procedures for ensuring Service quality | ISO 9001:2015 certified training processes | Dependencies | . | |
Value Stream | Mapping of how value flows through the Service delivery process | Training delivery, skill development, certification, field application | Stakeholder Network. | ||
Compliance Requirements | Regulatory and Policy requirements affecting Service delivery | 49 CFR Part 243 - Railroad Safety Training | Performance Indicators. |
Service Features Element
Sub-Element | Description | Example |
| The name or title of the Service element. |
Track Inspector Certification Program
Continuous Improvement
| A detailed explanation of what the Service element entails |
Specialized certification program for track safety inspectors
Resource Management
. | |
| The intended purpose or benefit of the Service element |
Ensure inspector competency in track safety standards and inspection procedures
Risk Management
. | |
| The individual or team responsible for the Service element. |
Track Inspector Certification Manager
Strategic Alignment
| The Organization unit(s) involved in the Service element |
Track Safety Training Division
. | |
| The SLAs associated with the Service element |
Certification completion within 45 days, 98% examination pass rate
Value Stream
. | |
| The channels through which the Service is provided |
Classroom training, field exercises, online modules
Compliance Requirements
. | |
| The methods for collecting and analyzing customer feedback |
Assessment scores, field performance evaluations, satisfaction surveys
Service Features Element
Sub-Element | Description | Example | |
Title | The sequence of activities and interactions that comprise the Service delivery | Core training, specialization modules, practical assessment, final certification | |
Description | The touchpoints and experiences throughout Service delivery | Application, training modules, field practice, examination, certification | |
Purpose | Other Services systems or resources required for Service delivery | Training materials, track access, inspection tools | |
Owner | Services that are connected to or support this Service element | Continuing education programs, specialized equipment training | |
orgUnitTitle | Metrics used to measure Service effectiveness and value delivery | First-time certification rate: 91%, Inspector retention rate: 94% | |
Service Level Agreements | Methods for ensuring Service quality and consistency | Standardized testing, peer review process | |
Channels | Resources needed to deliver the Service element | 4 certified trainers, inspection equipment sets, training facilities | |
Customer Feedback | The name or title of the performance metric | Track-Related Accident Rate. |