service network management
Service network management function is responsible for setting the right network structure and to manage the nodes in the service network. In case of outsourced service, service agent management includes selecting and recruiting service agents, ongoing service agent performance management, and continuous renewal of the service agent base and adjustment of the network, depending on changes in the product portfolio and customer base.
The main goal of service network management is to have the right structure and support the service agents in serving the end-customers. However, this needs to be balanced with having the right culture in the network and having adequate control and discipline with the few dis-honest partners to avoid and detect warranty fraud.