What is a Service?
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Service domains attributes
Attribute | Description | Example |
|---|
| The name or title of the Service. | "Rail Freight Transport Service" |
| A detailed explanation of what the Service entails. | "End-to-end freight transportation service using the national rail network, including cargo loading, transport, tracking, and delivery to specified destinations." |
| The intended purpose or benefit of the Service. | "To provide reliable, cost-effective, and environmentally sustainable freight transportation solutions for businesses across the country." |
| The individual or team responsible for the Service. | "James Wilson, Director of Freight Operations" |
| The Organization unit the Service belongs to. | "Freight Operations Division" |
| The SLAs associated with the Service. | "98% on-time delivery, maximum delay of 2 hours for priority shipments, 24-hour customer service response time" |
| The channels through which the Service is provided. | "Online booking portal, mobile app, customer service centers, authorized freight agents" |
| The methods for collecting and analyzing customer feedback. | "Post-delivery satisfaction surveys, annual customer interviews, online feedback form, dedicated customer feedback hotline" |
| The sequence of activities and interactions that comprise the Service delivery |
Classroom training (160 hrs), field practice (240 hrs), certification exam
. | "Booking request → Cargo inspection → Loading → Transport → Tracking → Unloading → Delivery confirmation → Billing" |
| The touchpoints and experiences throughout Service delivery |
Initial assessment, core training, specialization tracks, certification, continuing education
. | "Inquiry → Quote → Contract → Scheduling → Tracking → Delivery → Feedback → Repeat business" |
| Other Services, systems, or resources required for Service delivery |
Training facilities, certified instructors, simulation equipment
. | "Track maintenance services, locomotive fleet management, signal systems, weather monitoring systems, cargo handling equipment" |
| The individuals or groups involved in or impacted by Service delivery |
Railroad safety inspectors, railroads, unions, state agencies
. | "Shippers, receivers, rail network operations team, maintenance crews, regulatory authorities, adjacent property owners, connecting transport providers" |
| Metrics used to measure Service effectiveness and value delivery |
Certification success rate: 94%, Post-training incident reduction: 45%
. | "On-time delivery percentage, average transit time, fuel efficiency per ton-mile, customer satisfaction score, incidents per million ton-miles" | |
| Methods for gathering and implementing Service improvements. | "Quarterly |
performance reviews, |
root cause analysis of delays, customer feedback integration |
, annual service enhancement planning" | |
| Required resources for consistent Service delivery |
15 certified trainers, 8 training facilities, $12.5M annual budget
. | "Locomotive allocation system, crew scheduling software, fuel management program, maintenance resource planning" |
| Identified risks to Service delivery and mitigation strategies |
Instructor availability, equipment maintenance, regulatory changes
. | "Weather contingency plans, security protocols for high-value cargo, hazardous materials handling procedures, alternative routing strategies" |
| How the Service supports Organization objectives and outcomes |
Ensures inspector competency for safety oversight mission
. | "Supports national freight mobility goals, carbon reduction initiatives, economic development in underserved regions" | |
| Standards and procedures for ensuring Service quality. | "ISO 9001 |
certified operations, monthly safety inspections, cargo handling standards, service quality audits" | |
| Mapping of how value flows through the Service delivery process |
Training delivery, skill development, certification, field application
. | "Initial customer inquiry → Contract → Service delivery → Invoice → Payment → Feedback → Service refinement" |
| Regulatory and Policy requirements affecting Service delivery |
49 CFR Part 243 - Railroad Safety Training
. | "Federal Railroad Administration regulations, EPA environmental standards, state-specific transport regulations, OSHA workplace safety requirements" |
Service Features Element
Sub-Element | Description | Example |
|---|---|---|
| The name or title of the Service element |
Track Inspector Certification Program
. | "Real-time Cargo Tracking" |
| A detailed explanation of what the Service element entails |
Specialized certification program for track safety inspectors
. | "GPS-based tracking system providing customers with real-time location and status updates of their freight shipments." |
| The intended purpose or benefit of the Service element |
Ensure inspector competency in track safety standards and inspection procedures
. | "To provide transparency and certainty for customers about their cargo location and estimated arrival times." |
| The individual or team responsible for the Service element |
Track Inspector Certification Manager
. | "Sarah Johnson, Head of Digital Services" |
| The Organization unit(s) involved in the Service element |
Track Safety Training Division
. | "Technology and Customer Experience Department" |
| The SLAs associated with the Service element |
Certification completion within 45 days, 98% examination pass rate
. | "99.5% system uptime, location updates every 15 minutes, maximum latency of 2 minutes for status changes" |
| The channels through which the Service is provided |
Classroom training, field exercises, online modules
. | "Web portal, mobile application, SMS alerts, email notifications, API integration for enterprise customers" |
| 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
. | "In-app feedback option, tracking system usage analytics, quarterly customer satisfaction surveys, feature request portal" |