The customer service management process deals with the administration of the PSAs developed by customer teams as part of the customer relationship management process.
Customer service managers monitor the PSAs and intervene on the customer’s behalf if there is going to be a problem delivering on promises that have been made.
The goal is to solve problems before they affect the customer. Customer service managers will interface with other process teams, such as supplier relationship management and manufacturing flow management to insure that promises made in the PSAs are delivered as planned.