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.
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First exchange situation :
player 1: the customer ;
actor no. 2: service provider;
exchange protocol: commercial management (CM) described...
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Relationship management process
Resolution process
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