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Across
  1. 1. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
  2. 5. A service that delivers the basic outcomes desired by one or more customers.These services represent the value the customer wants and will pay for.
  3. 6. These services need to be in place for other services to be delivered. The customer may not even know this service exists, but it is essential.
Down
  1. 2. Services that are delivered to departments or business units in the same organization as the service provider.
  2. 3. Non-essential services that are added to tempt or excite the customer.
  3. 4. /Services that are delivered to a customer who could be an individual or another organisation.