These definitions and key measures provide deeper detail about the processes outlined in category 6.0 Manage Customer Service of APQC's Process Classification Framework (PCF) version 7.0.5. This reference can help organizations identify and align the activities that fall within each process. It also provides key performance indicators (KPIs) that APQC recommends for measuring and tracking the performance of each process group.
These definitions and KPIs were developed collaboratively by industry, consulting, and academic experts. For more information about the PCF, visit www.apqc.org/pcf.