The visible

What the organisation does that the customer can see.

The part

What it is

Messages, calls, deliveries and interface changes. Everything the customer can point to as evidence something is happening.

Stages with long durations and no visible activity are where customers assume they have been forgotten.

The smallest level

The attributes it carries

Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.

Activity
What the customer can see.
Text shared type
Performed by
Which function does it.
Role shared type
Gap since last
How long since the customer last saw anything.
Duration shared type