Define customer service and all its significant activities or tasks

Develop relationships among customer service activities. Decide which activities must precede others

Draw the network connecting all the customer service activities

Assign time and/or cost estimates to each customer service activity. (Consider: how long will each step take and how much will it cost)

Compute/estimate the longest time path through the network; this is called the critical path. (Consider: what is the total time and critical path or are these the same; any actions that can happen simultaneously; will you need to crash the project - if so, describe how will you do this)

Considering the items above are there additional quantitative analysis tools that could support an optimal outcome (which ones and how); how will the information in your outline be used to plan, schedule, monitor, and control the project; how will you communicate throughout the project (what is your communication plan; describe how this plan will be used to manage the project; what is your suggested meeting cadence)

Summarize key takeaways/learnings of customer service: consider how your outline or a similar project outline can facilitate and inform management judgments and future business decisions.