CHAPTER 2: THE USD AS A CONCEPT
The USD as a concept constitutes a coherent aggregate of intranet, phone, email and digital document handling, desk and account management. The demand process is structured according to the front office/back office principle. After reading this chapter the reader will be aware of the definition and meaning of the USD for the enterprise, which tasks belong to a USD and how the USD can be considered in such a way that it is applicable as concept in all enterprises.
2.1 What is a USD?
The USD is the central point of contact for the service organisation. It accepts all customer enquiries, calls and tickets; qualifies them as specific tasks and services and, where appropriate, hands them over to other parts of the enterprise ...
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