A service is a facility that is made available to a customer and its users by a service provider who supports that customer when its users are using that facility.
CPIM
Provider
A party providing something to another party.
CPIM
User
A person authorized by the customer to use the service.
CPIM
Customer
The party that enters into an agreement with the service provider about the delivery of a service.
CPIM
Agreement
An arrangement between parties that is confirmed by these parties.
CPIM
Facility
The supported goods and/or actions (facilities) that the service provider makes available to the customer and the users as part of the service.
CPIM
Call
An interaction between a requester and a service provider to either request the support of a facility or report a risk.
CPIM
Requester
The person submitting a call.
CPIM
Risk
A situation with a certain effect that can occur with a certain likelihood.
CPIM
Process
A series of consecutive process steps that is triggered by a requester and that leads to an intended result that is meaningful to the requester, and that is supervised to ensure that that result is actually achieved.
CPIM
People (staff)
The collective group of individuals who work for an organization.
CPIM
People (staff)
The collective group of individuals who work for an organization.
CPIM
Routine
In the customer-driven perspective of USM, a process - and therefore a routine - always starts and ends with the customer. USM identifies three types of routines:
A workflow specifies only the logical sequence of process blocks with their process steps, activities, and actions.
A procedure specifies the workflow with the process blocks and their process steps, activities, and actions, and their operators.
A work instruction specifies the workflow with the process blocks and their process steps, activities, and actions, the operators and the technical instructions for these operators.
CPIM
Technology resource
Internal resource that people in an organization use when carrying out their processes.
CPIM
Support
The assistance that a customer or user receives from the service provider in using the facility.
CPIM
User
A person authorized by the customer to use the service.
USM Customer-Provider-Interaction-Model
Klaus Dörner
Created on February 3, 2025
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Transcript
CPIM
Provider
Call
Customer
Service
Users
FACILITY
SUPPORT
CPIM
Service
A supported facility.
A service is a facility that is made available to a customer and its users by a service provider who supports that customer when its users are using that facility.
CPIM
Provider
A party providing something to another party.
CPIM
User
A person authorized by the customer to use the service.
CPIM
Customer
The party that enters into an agreement with the service provider about the delivery of a service.
CPIM
Agreement
An arrangement between parties that is confirmed by these parties.
CPIM
Facility
The supported goods and/or actions (facilities) that the service provider makes available to the customer and the users as part of the service.
CPIM
Call
An interaction between a requester and a service provider to either request the support of a facility or report a risk.
CPIM
Requester
The person submitting a call.
CPIM
Risk
A situation with a certain effect that can occur with a certain likelihood.
CPIM
Process
A series of consecutive process steps that is triggered by a requester and that leads to an intended result that is meaningful to the requester, and that is supervised to ensure that that result is actually achieved.
CPIM
People (staff)
The collective group of individuals who work for an organization.
CPIM
People (staff)
The collective group of individuals who work for an organization.
CPIM
Routine
In the customer-driven perspective of USM, a process - and therefore a routine - always starts and ends with the customer. USM identifies three types of routines:- A workflow specifies only the logical sequence of process blocks with their process steps, activities, and actions.
- A procedure specifies the workflow with the process blocks and their process steps, activities, and actions, and their operators.
- A work instruction specifies the workflow with the process blocks and their process steps, activities, and actions, the operators and the technical instructions for these operators.
CPIM
Technology resource
Internal resource that people in an organization use when carrying out their processes.
CPIM
Support
The assistance that a customer or user receives from the service provider in using the facility.
CPIM
User
A person authorized by the customer to use the service.