Service and Repair Management · Post-Purchase Service Order¶
A customer or associate creates a repair, installation, or maintenance commitment linked to the original order; the commitment is scheduled, completed, and made visible across the service journey.
| Domains | fulfillment · order · customer · payment |
| Actors | customer · service-coordinator · service-provider |
| Process | Service and Repair Management |
| Capabilities | 4 |
| Steps | 4 |
| Events | 3 |
| Lifecycles | 3 |
| Min UCMI | 2.5 |
⚙️ Step-by-Step Flow¶
| # | Step | Actor | Lifecycle | State Change | Event |
|---|---|---|---|---|---|
| 1 | Create service order | customer | service-order-lifecycle |
→ created | service-order-created |
| 2 | Schedule service commitment | service-coordinator | service-order-lifecycle |
created → scheduled | service-order-scheduled |
| 3 | Execute service | service-provider | service-order-lifecycle |
scheduled → in-service | service-order-scheduled |
| 4 | Complete service order | service-provider | service-order-lifecycle |
in-service → completed | service-order-completed |
⚡ Event Sequence¶
service-order-created → service-order-scheduled → service-order-completed
🔄 Lifecycles Involved¶
🧩 Capabilities Required¶
| Capability | |
|---|---|
service-order-management |
Service Order Management |
order-management |
Order Management |
customer-profile |
Customer Profile |
payment-processing |
Payment Processing |
🖥️ Application Coverage¶
Applications that implement the capabilities required by this scenario.
| Capability | Implementing Applications |
|---|---|
service-order-management |
Service Management System |
order-management |
OMS · eCommerce Platform |
customer-profile |
Clienteling App · CRM |
payment-processing |
POS · Payment Hub |
📊 Readiness by Profile¶
Capability readiness across assessment profiles.
| Profile | Capabilities Met | Avg Score | Ready? |
|---|---|---|---|
| Acme Electronics | 2/4 | 1.5 | ❌ |
| BuildPro Trade | 3/4 | 2.0 | ❌ |
| Flash Delivery | 2/4 | 2.0 | ❌ |
| Luxe Maison | 2/4 | 2.0 | ❌ |
| Metro Fresh Group | 2/4 | 1.8 | ❌ |
| Stella Fashion Group | 3/4 | 1.8 | ❌ |
| Reference Tier 2 Non-food Retailer | 3/4 | 2.2 | ❌ |
✅ Preconditions¶
- Original order or eligible product can be identified
- Service catalogue, policy, and qualified resources are available
🎯 Success Criteria¶
- Service commitments remain linked to the customer and order timeline
- Scheduling and completion outcomes are visible across supported channels
⚠️ Failure Modes¶
- Original order cannot be validated for service eligibility
- No qualified resource or service window is available
- Completion evidence is missing or a payment adjustment fails
UCMI Requirements¶
Minimum UCMI Score: 2.5
| Capability | Minimum Level |
|---|---|
service-order-management |
🟠 2 |
order-management |
🟠 2 |
customer-profile |
🟠 2 |
payment-processing |
🟠 2 |
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