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. | "Booking request → Cargo inspection → Loading → Transport → Tracking → Unloading → Delivery confirmation → Billing" |
| The touchpoints and experiences throughout Service delivery. |
"Inquiry → Quote → Contract → Scheduling → Tracking → Delivery → Feedback → Repeat business" | ||
| Other Services, systems, or resources required for Service delivery. | "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. | "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. |
"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. |
"Locomotive allocation system, crew scheduling software, fuel management program, maintenance resource planning" | |
| Identified risks to Service delivery and mitigation strategies. |
"Weather contingency plans, security protocols for high-value cargo, hazardous materials handling procedures, alternative routing strategies" | |
| How the Service supports Organization objectives and outcomes. |
"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. |
"Initial customer inquiry → Contract → Service delivery → Invoice → Payment → Feedback → Service refinement" | ||
| Regulatory and Policy requirements affecting Service delivery. | "Federal Railroad Administration regulations, EPA environmental standards, state-specific transport regulations, OSHA workplace safety requirements" |
Service Features Element
Sub-Element | Description | Example |
|---|
Title
| The name or title of the Service element. |
Description"Real-time Cargo Tracking" | ||
| A detailed explanation of what the Service element entails. | "GPS-based tracking system providing customers with real-time location and status updates of their freight shipments." |
Purpose
| The intended purpose or benefit of the Service element. |
Owner"To provide transparency and certainty for customers about their cargo location and estimated arrival times." | ||
| The individual or team responsible for the Service element. | "Sarah Johnson, Head of Digital Services" |
| The Organization unit(s) involved in the Service element. | "Technology and Customer Experience Department" |
| The SLAs associated with the Service element. |
Channels"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. |
Customer Feedback"Web portal, mobile application, SMS alerts, email notifications, API integration for enterprise customers" | ||
| The methods for collecting and analyzing customer feedback. | "In-app feedback option, tracking system usage analytics, quarterly customer satisfaction surveys, feature request portal" |