Description: This is a detailed workflow diagram showing the end-to-end process of service fulfillment, starting from sales (direct and indirect) to service activation. It includes steps like document collection, work order creation in CRM, logistics coordination, field engineer visits, and service activation.

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Current Process :

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Improvement Area :

• Scheduling appointments : Enable WhatsUp Message reduce 44% ( Add 10% since it’s customer needs ) of Calls required to be placed.
• Schedule Confirmation : Enable WhatsUp Message
• FE Auto - Assign : enable auto assign module to select FE based on the predefined criteria.
• Service Completion Confirmation : Enable WhatsUp Message reduce 44%
• Add One Hour delivery Services Process
• increase customer visibility ( out for delivery , arrived. …)
• Feeder concept
• FE - Pocket inventory
• FE Tracking Link (Customer )

Question2 :

• Is OM part of the COBO or Back office Team ?