This process group covers setting the direction for customer service across the whole organisation. It includes agreeing what customers need, defining the intended service experience, choosing the channels used to serve them, and writing the policies and procedures staff follow. It also covers setting service level targets for each customer segment, defining warranty policy, claim rules, supplier responsibility and customer warranty offerings, communicating those terms, and preparing a strategy for product recalls.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.