Enhancing Customer Loyalty Quality of Service Assignment

Assignment Task

Questions

• What is the problem you think we are trying to solve?
• Define the features and epics
• Define the user stories, please consider stories related to data input and output
• Define the acceptance criteria as part of user stories
• Identify and mention any key assumptions/dependencies
• Provide view of key risks
• What information you think is missing and how you intend to structure yourself to ask business

Scenario

1. Hierarchies are key to providing deeper insights into customers and their relationships and realizing processing efficiencies – but we don’t capture this comprehensively for our organization.

2. Organization doesn’t have a central source of customer groups and relationships; customer groups and relationships are complex and managed in an inconsistent and de-centralized manner across geographies in standalone systems performing different functions.

3. The organization doesn’t have a capability that registers and matches parties that are connected to each other and to arrangements via relationships; this can prevent organization from gaining an accessible, holistic understanding of its customers (single customer view) and parties.

4. Current datasets linking customer, relationship and arrangement data across lines of business, geographies and segments are incomplete and inconsistent, resulting in limitations and operational risks in compiling portfolio-level analytics and reports.

5. Key stakeholders in the organisation are also keen to get onto the Cloud.

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