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2-2-2 Relationship Process

Relationship process is a group of processes for the service provider to maintain a good relationship with the customer and the interested parties.

[Group of processes of relationship process]

1) Business relationship management

2) Supplier management

(1) Business relationship management

In business relationship management, the service provider identifies customer, users, and interested parties of the services and establishes the communication mechanism for building a good relationship. Besides, the service provider reviews the performance of the services at planned intervals with the customer. In addition, the service provider receives, records, analyzes/investigates, acts upon, and reports the complaints from the customer; and records, analyzes, and reviews the results of customer satisfaction conducted at planned intervals; and uses them for improving the service.

(2) Supplier management

In supplier management, the service provider manages contracts with suppliers in order to implement and operate the service management process.

[Contents of contract documentation with the suppliers]

• • Scope of the services to be delivered by the supplier
• • Requirements to be fulfilled by the supplier, and service targets
• • Authorities and responsibilities of the service provider and the supplier

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• • Basis for charging, etc.

Moreover, when the supplier is part of an internal group of the service provider, an OLA (Operation Level Agreement) is prepared. The OLA summarizes requirements that are related to operations. The following types of billing methods are used as the basis for charging.

Enlarge original visual

Source visual description

The original callout lists Fixed rate, Metered rate, and Declining metered rate, with their original definitions. Below are three graphs labeled Fixed rate billing, Metered rate billing, and Declining metered rate billing. Fixed rate has a horizontal line above the horizontal axis. Metered rate has a straight rising line from the axes intersection. Declining metered rate rises steeply first, then continues with a shallower slope. No numerical axis values are printed.

Original visual text

• Fixed rate In this method, a fixed usage fee, such as a fixed monthly fee, is set in the beginning. • Metered rate In this method, billing is done in proportion to the amount of use of service. • Declining metered rate It is a metered rate where unit price becomes cheaper as the amount of use increases.