6. Relationship management process

In this family of processes, the international standard requires the service provider to master the two exchange processes described below.

In a complete supply chain (see figure 4 ), each of the players can be in turn in the position of supplier or customer. So, for each exchange situation, mastering relationships requires a clear definition of who the players are, and what their respective roles are.

• First exchange situation :

  • player 1: the customer ;

  • actor no. 2: service provider;

  • exchange protocol: commercial management (CM) described...