Sunday, March 21, 2010

Service Matrix

AT&T Wireless is a mix of customer routed and provider routed services, which falls into the Co-Routed or Semi Standardized category of the Service Matrix. Their service has a standard with options using a moderately repeatable sequence. The customer has some decision-making power when it comes to choosing the wireless plan that applies to their needs.

There is a moderate number of process pathways, flexible flows with some dominant paths, and moderate work complexity. The sales representatives can only sell you what products they have in stock and the service plans that they offer. Since there is slight customer customization, the representative's work is more complex than provider routed services and less complex than customer routed services.

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