Context
Service promise
Experience evidence
Service system
Action
Two service architectures.Different execution risks.
07 · SERVICE PROMISE
Five control questions connect commercial decisions with observable operating performance.
Can every advertised entitlement be delivered in the customer’s actual device and location context?
Does the postpaid or convergence segment experience the intended end-to-end service differentiation?
Do promotional claims accurately reflect local coverage, device compatibility and plan eligibility?
Does customer history persist from app to contact centre to retail?
Can frontline staff resolve or compensate for defined failures without excessive escalation?