CONSUMER PRODUCTS PROCESS CLASSIFICATION FRAMEWORK SM

Transcription

1 CONSUMER PRODUCTS PROCESS CLASSIFICATION FRAMEWORK SM THE CONSUMER PRODUCTS PROCESS CLASSIFICATION FRAMEWORK Based on the renowned Process Classification Framework SM (PCF), a taxonomy of cross-functional business processes intended to allow objective comparison of performance within and among organizations, and the support of IBM, this industry PCF enables more industry applicable content by outlining and defining processes and activities specific to the Consumer Products industry. This allows organizations to choose the framework most relevant to the specific process improvement need, whether it be benchmarking within or across industries, business process management/re-engineering, or content management. The cross-industry PCF and industry PCFs are available on the APQC website at no charge. IBM provided the subject matter expertise and intellectual property to create the industry specific business process classification frameworks, as part of the IBM s continuing leadership in the promotion of open standards to help organizations evaluate and measure business processes at an industry level. THE FRAMEWORK FOR PROCESS IMPROVEMENT Experience shows that the potential of benchmarking to drive dramatic improvement lies squarely in making out-of-the-box comparisons and searching for insights not typically found within intra-industry paradigms. To enable this beneficial benchmarking, the APQC Process Classification Framework SM (PCF) serves as a high-level, industry-neutral enterprise process model that allows organizations to see their business processes from a cross-industry viewpoint. The cross-industry framework has experienced more than 15 years of creative use by thousands of organizations worldwide. The PCF provides the foundation for APQC s Open Standards Benchmarking SM database of performance metrics, the largest of its kind in the world. The PCF will continue to be enhanced as the database further develops definitions, processes, and measures. The PCF, associated measures, and definitions are available for download at no charge at An online benchmarking portal for individual assessments is also available. HISTORY The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a common language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more than 80 organizations with strong interest in advancing the use of benchmarking in the United States and worldwide. Since its inception in 1992, the PCF has seen updates to most of its content. These updates keep the framework current with the ways that organizations do business around the world. In 2008, APQC and IBM worked together to enhance the cross-industry PCF and to develop a number of industry-specific process classification frameworks. Version en-CP January

2 PROCESS CLASSIFICATION FRAMEWORK TABLE OF CONTENTS Interpreting the PCF 3 Overview Develop Vision and Strategy Design and Develop Products and Services Market and Sell Products and Services Deliver Products and Services Manage Customer Service Develop and Manage Human Capital Manage Information Technology Manage Financial Resources Acquire, Construct, and Manage Property Manage Environmental Health and Safety (EHS) Manage External Relationships Manage Knowledge, Improvement, and Change 21 LOOKING FORWARD The cross industry and industry Process Classification Frameworks are evolving models, which APQC will continue to enhance and improve regularly. Thus, APQC encourages comments, suggestions, and more importantly, the sharing of insights from having applied the PCF within your organization. Share your suggestions and experiences with the PCF by ing pcf_feedback@apqc.org. ABOUT APQC An internationally recognized resource for process and performance improvement, APQC helps organizations adapt to rapidly changing environments, build new and better ways to work, and succeed in a competitive marketplace. With a focus on productivity, knowledge management, benchmarking, and quality improvement initiatives, APQC works with its member organizations to identify best practices; discover effective methods of improvement; broadly disseminate findings; and connect individuals with one another and the knowledge, training, and tools they need to succeed. Founded in 1977, APQC is a member-based nonprofit serving organizations around the world in all sectors of business, education, and government. APQC is also a proud winner of the 2003 and 2004 North American Most Admired Knowledge Enterprises (MAKE) awards. This award is based on a study by Teleos, a European based research firm, and the KNOW network. The PCF is written in United States English language format. The IBM logo is a registered trademark of IBM in the United States and other countries and is used under license. ABOUT IBM IBM works with its clients to develop new business designs and technical architectures that allow their businesses the flexibility required to compete in a global business landscape. The business is also adjusting its footprint toward emerging geographies, tapping into IBM s double-digit growth, providing the technology infrastructure they need, and taking advantage of the talent pools provided to better service IBM s clients. IBM s major operations comprise a Global Technology Services segment; a Global Business Services segment; a Systems and Technology segment; a Software segment; and a Global Financing segment. For more information, visit: THE CONSUMER PRODUCTS PROCESS CLASSIFICATION FRAMEWORK SM RIGHTS AND PERMISSIONS 2008 APQC IBM. ALL RIGHTS RESERVED. APQC encourages the wide distribution, discussion, and use of the PCF for classifying and defining processes. APQC grants permission for use and adaptation of the Consumer Products PCF for internal use. For external use, APQC grants permission for publication, distribution, and use, provided that proper copyright acknowledgment is made to APQC and IBM. No modifications to the look or content should be made in external venues. UNDERSTANDING THE NUMBERING SCHEME Beginning with Version 5.0.0, the PCF uses a numbering scheme that differs from previous versions. The cross-industry framework and the industry-specific frameworks collectively form a library of process 2 Permission granted to photocopy for personal use APQC 2008 IBM

3 elements used in APQC s Open Standards Benchmarking database. Each process element is referred to by two numbers: a number used to locate the content within that particular framework (in the format ) and a serial number used to uniquely identify the process element across all of the various Open Standards Benchmarking frameworks (beginning with 10000). For example, the process element 1.2 Develop business strategy (10015) is uniquely identified by the serial number and the hierarchical reference number 1.2. In industry-specific PCFs, any process element identified as will have the same scope and definition as a process element of the same number elsewhere, but may be labeled differently. INTERPRETING THE PCF Category: The highest level within the PCF is indicated by whole numbers (e.g., 8.0 and 9.0) Process Group: Items with one decimal numbering (e.g., 8.1 and 9.1) are considered a process group. Process: Items with two decimal numberings (e.g., and 9.1.2) are considered processes. Activity: Items with three decimal numbering (e.g and ) are considered activities within a process. The Consumer Products PCF is based on the cross-industry PCF Version released in April Version en-CP January

4 1.0 Develop Vision and Strategy (10002) 1.1 Define the business concept and long-term vision (10014) Assess the external environment (10017) Analyze and evaluate competition (10021) Identify economic trends (10022) Identify political and regulatory issues (10023) Assess new technology innovations (10024) Analyze demographics (10025) Identify social and cultural changes (10026) Identify ecological concerns (10027) Conduct mergers and acquisitions (M&A) analysis (11301) Monitor external opportunities and threats (11302) Survey market and determine customer needs and wants (10018) Conduct qualitative/quantitative assessments (10028) Capture and assess customer needs (10029) Perform internal analysis (10019) Analyze organizational capabilities (10030) Create baselines for current processes (10031) Analyze systems and technology (10032) Analyze financial conditions (10033) Identify enterprise core competencies (10034) Establish strategic vision (10020) Align stakeholders around strategic vision (10035) Communicate strategic vision to stakeholders (10036) 1.2 Develop business strategy (10015) Develop overall mission statement (10037) Define current business (10044) Describe means to achieve desired state (11303) Formulate mission (10045) Communicate mission (10046) Select long-term business strategy (10039) Coordinate and align functional and process strategies (10040) Create organizational design (structure, governance, reporting, etc.) (10041) Evaluate breadth and depth of organizational structure (10049) Perform job specific roles mapping and valueadd analyses (10050) Develop role activity diagrams to assess handoff activity (10051) Perform organization redesign workshops (10052) Design the relationships between organizational units (10053) Develop role analysis and activity diagrams for key processes (10054) Assess organizational implication of feasible alternatives (10055) Migrate to new organization (10056) Develop and set organizational goals (10042) Formulate business unit strategies (10043) Develop financial strategies (11304) Set corporate financial targets (11305) Communicate targets to operating divisions (11306) Analyze portfolio positioning (11307) Determine growth potential (11308) Determine relative market share (11309) Assess cash flow potential (11310) Determine optimal portfolio (11311) 1.3 Manage strategic initiatives (10016) Evaluate strategic options to achieve the objectives (10038) Define strategic options (10047) Assess and analyze impact of each option (10048) Develop strategic initiatives (10057) Evaluate strategic initiatives (11683) Select strategic initiatives (11684) Manage strategic business portfolio (11685) Establish high-level measures (11686) 4 Permission granted to photocopy for personal use APQC 2008 IBM

5 2.0 Design and Develop Products and Services (11680) 2.1 Design products and services (11681) Analyze market segments, portfolios and technologies (11321) Identify market segments (11322) Develop and manage product range architecture (11326) Identify brand and portfolio gaps (11327) Design strategy for new product development (NPD) and innovation (11330) Translate retailer/shopper/consumer wants and needs into market/product/service opportunities (11331) Align strategy with business strategy and initiatives (10066) Evaluate new product/service ideas against existing product, NPD portfolio and past products (11332) Refi ne innovation/npd portfolio and strategy, including prioritization of products in the NPD pipeline (11336) Develop new product and service concepts (11337) Analyze concept feasibility (10090) Develop concepts (11338) Develop preliminary designs (11345) Test concepts (11675) Build and evaluate product and service prototypes (11354) Collaborate design with suppliers and contract manufacturers (11355) Work with manufacturers on process/ manufacturing (11357) Build prototypes (11366) Refi ne product/service to eliminate quality and reliability problems (11371) Conduct in-house product/service testing and evaluate feasibility (11372) Identify design/development performance indicators (11373) Revise business case and make go/no go decision (11374) Test market for new or revised products and services (10081) Conduct consumer/shoppers tests and interviews (11678) Conduct clinical and product claims testing (11375) Finalize technical requirements (10096) Identify requirements for changes to manufacturing/delivery processes (10097) Conduct legal/regulatory/medical review (11379) Finalize product/service characteristics and business cases (10095) Prepare for production and marketplace introduction (11679) Develop and test prototype production and/or service delivery process (10098) Design and obtain necessary materials and equipment (10099) Install and validate production process or methodology (10100) Introduce new product and/or service commercially (11383) Determine plan for new product development and introduction (11384) Develop product/service launch plans (e.g. timelines, retail communication strategies) (11385) Identify licensing and co-branding opportunities (11386) Plan preliminary media buys (print, television, radio) (11387) Begin initial creative/advertising development (11388) Develop sales communication plan (11389) Design preliminary sales collateral, point-ofsale (POS) and promotion prototypes (11390) Disseminate new item and price information (11391) Coordinate introduction of products and sunset obsolete products with retailers/distributors (11392) Manage questions and issues associated with product introduction (11399) Develop product (11400) Refine formulation based on market research, technical and cost analysis (11401) Develop packaging (11402) Outline initial processing parameters (11403) Develop final product and manufacturing costs (11404) Revise financial analysis (11405) Identify and source raw materials from suppliers (11406) Scale up manufacturing (11407) Launch product/service - commercialization (11408) Sell in-product to retailers (11409) Create and release final advertising (11410) Build final distribution and production plans (11411) Order packaging and ingredients (11412) Order promotional and point of sale materials (11413) Manufacture and release finished product (11414) Distribute product (11415) Version en-CP January

6 2.1.9 Support and implement changes to product manufacturing and service delivery process (11416) Monitor production runs (11417) Request engineering change (11418) Manage engineering change orders (11419) Identify product/service design and configuration changes (11420) Capture feedback to refine existing products and services process (11421) Identify manufacturing/service delivery process performance indicators (11422) Post launch review (11423) Review market performance (11424) Review effectiveness of supply chain and distribution network (11425) Review quality and performance of the product (11426) Conduct financial review (11427) Conduct NPD process assessment (11428) Manage product directory (11430) Provide product specifications and information (11431) 3.0 Market and Sell Products and Services (10004) 3.1 Understand markets, customers and capabilities (10101) Perform customer and market intelligence analysis (10106) Conduct customer and market research (10108) Develop consumer/shopper market insight (11432) Identify market segments (10109) Analyze market and industry trends (10110) Analyze competing organizations, competitive/ substitute products (10111) Evaluate existing products/brands (10112) Assess internal and external business environment (10113) Evaluate and prioritize market opportunities (10107) Quantify market opportunities (10116) Determine target segments (10117) Prioritize opportunities consistent with capabilities and overall business strategy (10118) Validate opportunities (10119) 3.2 Develop marketing strategy (10102) Define offering and customer s value proposition (11168) Defi ne offering and positioning (11169) Develop value proposition including brand positioning for target segments (11170) Validate value proposition and shape offering to optimize with target segments (11171) Develop new branding (11172) Define pricing strategy to align to value proposition (10123) Establish guidelines for applying pricing of products/services (10124) Approve pricing strategies/policies (10125) Develop and manage brands (11445) Develop marketing strategy for new and existing brands (11446) Defi ne brand equity position (11447) Assess brand performance management (11448) Define and manage channel strategy (10122) Evaluate channel attributes and partners (10126) Determine channel fit with target segments (10127) Select channels for target segments (10128) Define and manage channel/store format strategy (11458) 3.3 Develop trade customer sales strategy (10103) Develop sales forecast (10129) Gather current and historic order information (10134) Analyze sales trends and patterns (10135) Generate sales forecast (10136) Analyze point of sales (POS) data and market/ competitive information (11459) Analyze historical and planned promotions and events (10137) Develop sales partner/alliance relationships (10130) Manage data source vendors (11460) Identify alliance opportunities (10138) Design alliance programs and methods for selecting and managing relationships (10139) Select alliances (10140) Develop partner and alliance management strategies (10141) Establish partner and alliance management goals (10142) Manage database and fulfillment vendors (11461) Manage creative/media service providers (11462) Establish overall sales budgets (10131) Calculate product revenue (10143) Determine variable costs (10144) Determine overhead and fixed costs (10145) Calculate net profit (10146) 6 Permission granted to photocopy for personal use APQC 2008 IBM

7 Create budget (10147) Allocate marketing budget (11463) Establish sales goals and measures (10132) Establish customer management goals, and strategies (11478) Develop customer business plan (11464) Develop customer trade strategy and customer objectives/targets (11465) Defi ne trade programs and funding options (11521) Conduct planning activities for major trade customers (11466) Collaborate with trade customers to create sales and promo plan (11467) Develop promotional and category management calendars (trade marketing calendars) (11522) Create strategic and tactical sales plans by customer (11523) Communicate planning information to customer teams (11468) Perform category management (11469) Analyze category/product positioning and performance (11470) Select category/product strategy (11471) Establish customer management measures (10133) 3.4 Develop and manage marketing plans (10104) Establish goals, objectives and metrics for products by channels/segments (10148) Establish marketing budgets (10149) Confi rm marketing alignment to business strategy (10155) Determine costs of marketing (10156) Create marketing budget (10157) Design and execute brand and product marketing programs (11484) Defi ne advertising media objectives and strategy (10158) Develop marketing messages (10159) Defi ne target audience (10160) Develop advertising (11485) Engage third-party advertising agency (11486) Engage media provider (10161) Align marketing programs with consumer service strategy (11487) Develop product sales projection (11488) Develop and execute advertising (10162) Develop and execute other marketing campaigns/programs (11253) Assess brand/product marketing plan performance (11254) Develop and manage pricing (10151) Develop pricing based on volume/unit forecast (10163) Determine customer segment specific pricing (11494) Execute pricing plan (10164) Evaluate pricing performance (10165) Implement promotional pricing programs (11495) Implement other retail pricing programs (11496) Communicate and implement price changes (11497) Refine pricing as needed (10166) Design and execute consumer promotions (10152) Develop and manage placement and campaign management (11498) Develop and manage promotional activities (11499) Define promotional concepts (10167) Plan and test promotional activities (10168) Execute promotional activities (10169) Evaluate promotional performance metrics (10170) Refine promotional performance metrics (10171) Incorporate learnings into future/planned consumer promotions (10172) Manage trade pricing, promotions and allowances (11500) Develop customer trade investment plan (11501) Approve investment plan (11502) Execute investment plan (11503) Manage payments and deductions (11504) Evaluate and manage event performance (11682) Analyze customer profitability (11505) Track customer management measures (10153) Determine customer loyalty/lifetime value (10173) Analyze customer revenue trend (10174) Analyze customer attrition and retention rates (10175) Analyze customer metrics (i.e., customer attrition and retention rates) (10176) Assess integrated sales and demand plan performance (11506) Revise customer strategies, objectives and plans based on metrics (10177) Develop and manage packaging strategy (10154) Plan packaging strategy (10178) Test packaging options (10179) Execute packaging strategy (10180) Refine packaging (10181) 3.5 Develop and manage sales plans (10105) Generate leads (10182) Identify potential customers (10188) Identify leads (10189) Manage customers and accounts (10183) Develop sales/key account plan (11173) Manage customer sales (10184) Version en-CP January

8 Establish customer terms and conditions (11507) Manage customer relationships (11174) Manage sales partners and alliances (10187) Provide sales and product training to sales partners/alliances (10211) Develop sales forecast by partner/alliance (10212) Agree on partner and alliance commissions (10213) Evaluate partner/alliance results (10214) Assist in store operations (11511) Perform inventory management (11512) Review product placement (11515) Manage in-store POP (Point of Purchase) merchandising (11517) Manage sales orders (10185) Accept and validate sales orders (10194) Collect and maintain customer account information (10195) Determine stock availability (10196) Determine logistics and transportation (10197) Enter orders into system and identify/perform cross-sell/up-sell activity (10198) Process back orders and updates (10199) Handle order inquiries including post-order fulfillment transactions (10200) Provide product tracking (11518) Assess order performance (11519) Evaluate sales results (11520) Manage sales force (10186) Determine sales resource allocation (10209) Establish sales force incentive plan (10210) 4.0 Deliver Products and Services (10005) 4.1 Plan for and acquire necessary resources (Supply Chain Planning) (10215) Develop production and materials strategies (10221) Defi ne manufacturing goals (10229) Defi ne labor and materials policies (10230) Defi ne outsourcing policies (10231) Defi ne manufacturing capital expense policies (10232) Defi ne capacities (10233) Defi ne production network and supply constraints (10234) Plan sales and operations (11525) Prepare for sales and operations planning (S&OP) meeting (11526) Balance demand and supply plans (11527) Manage demand for products and services (10222) Develop baseline forecasts (10235) Collaborate with customers (10236) Develop consensus forecast (10237) Allocate available to promise (10238) Monitor activity against forecast and revise forecast (10239) Evaluate and revise forecasting approach (10240) Measure forecast accuracy (10241) Create materials plan (10223) Create unconstrained plan (10242) Collaborate with supplier and contract manufacturers (10243) Identify critical materials and supplier capacity (10244) Monitor material specifications (10245) Generate constrained plan (10246) Create and manage master production schedule (10224) Generate site level plan (10247) Manage work-in-progress inventory (10248) Collaborate with suppliers (10249) Generate and execute site schedule (10250) Plan distribution requirements (10225) Maintain distribution center master data (10252) Determine finished goods inventory requirements at destination (10253) Calculate requirements as destination (10254) Calculate consolidation at source (10255) Manage collaborative replenishment planning (10256) Manage requirements for partners (10257) Calculate destination dispatch plan (10258) Manage dispatch plan attainment (10259) Calculate destination load plans (10260) Manage partner load plan (10261) Manage the cost of supply (10262) Manage capacity utilization (10263) Establish distribution planning constraints (10226) Establish distribution center layout constraints (10267) Establish inventory management constraints (10268) Establish transportation management constraints (10269) Review distribution planning policies (10227) Review distribution network (10264) 8 Permission granted to photocopy for personal use APQC 2008 IBM

9 Establish sourcing relationships (10265) Establish dynamic deployment policies (10266) Assess distribution planning performance (10228) Establish appropriate performance indicators (metrics) (10270) Establish monitoring frequency (10271) Calculate performance measures (10272) Identify performance trends (10273) Analyze performance benchmark gaps (10274) Prepare appropriate reports (10275) Develop performance improvement plan (10276) Develop quality standards and procedures (10368) Establish quality targets (10371) Develop standard testing procedures (10372) Communicate quality specifications (10373) 4.2 Procure materials and services (10216) Develop sourcing strategies (10277) Develop procurement plan (10281) Clarify purchasing requirements (10282) Develop inventory strategy (10283) Match needs to supply capabilities (10284) Analyze company s spend profile (10285) Seek opportunities to improve efficiency and value (10286) Collaborate with suppliers to identify sourcing opportunities (10287) Select suppliers and develop/maintain contracts (10278) Select suppliers (10288) Certify and validate suppliers (10289) Negotiate contracts (10290) Manage contracts (10291) Order materials and services (10279) Process/Review requisitions (10292) Approve requisitions (10293) Solicit/Track vendor quotes (10294) Create/Distribute purchase orders (10295) Expedite orders and satisfy inquiries (10296) Record receipt of goods (10297) Research/Resolve exceptions (10298) Appraise and develop suppliers (10280) Monitor/Manage supplier information (10299) Prepare/Analyze procurement and vendor performance (10300) Support inventory and production processes (10301) Monitor quality of product delivered (10302) Implement procurement initiatives (11549) Implement cross-functional buying teams (11550) Implement buying consortiums (11551) Implement integrated supply (11552) Implement e-procurement (11553) Implement purchasing cost reduction program (11554) 4.3 Produce/Manufacture/Deliver product (10217) Schedule production (10303) Generate line level plan (10306) Generate detailed schedule (10307) Schedule production orders and create lots (10308) Release production orders and release create lots (10309) Produce product (10304) Manage raw material inventory (10310) Execute detailed line schedule (10311) Monitor quality (11560) Rerun defective items (10313) Assess production performance (10314) Schedule and perform maintenance (10305) Determine process for preventive (planned) maintenance (Preventive Maintenance Orders) (10315) Determine process for requested (unplanned) maintenance (Work Order Cycle) (10316) Execute maintenance (10317) Calibrate test equipment (10318) Report maintenance issues (10319) Assess production performance (master production schedule -MPS and manufacturing resource planning - MRP) (11561) Establish appropriate performance measures (11562) Establish monitoring frequency (11563) Calculate performance measures (11564) Identify performance trends (11565) Identify issues/problems with performance (11566) Prepare appropriate reports (11567) Develop action plan to improve performance (11568) 4.4 Deliver service to customer (10218) Confirm specific service requirements for individual customer (10320) Process customer request (10324) Create customer profile (10325) Generate service order (10326) Identify and schedule resources to meet service requirements (10321) Create resourcing plan and schedule (10327) Create service order fulfillment schedule (10328) Develop service order (10329) Provide the service to specific customers (10322) Organize daily service order fulfillment schedule (10330) Dispatch resources (10331) Manage order fulfillment progress (10332) Validate order fulfillment block completion (10333) Version en-CP January

10 4.4.4 Ensure quality of service (10323) Identify completed orders for feedback (10334) Identify incomplete orders and service failures (10335) Solicit customer feedback on services delivered (10336) Process customer feedback on services delivered (10337) 4.5 Manage logistics and warehousing (10219) Define logistics strategy (10338) Translate customer service requirements into logistics requirements (10343) Design logistics network (10344) Communicate outsourcing needs (10345) Develop and maintain delivery service policy (10346) Optimize transportation schedules and costs (10347) Defi ne key performance measures (10348) Plan inbound material flow (10339) Plan inbound material receipts (10349) Manage inbound material flow (10350) Monitor inbound delivery performance (10351) Manage flow of returned products (10352) Operate warehousing (10340) Track inventory deployment (10353) Receive, inspect, and store inbound deliveries (10354) Track product availability (10355) Pick, pack, and ship product for delivery (10356) Track inventory accuracy (10357) Track third-party logistics storage and shipping performance (10358) Manage physical finished goods inventory (10359) Operate outbound transportation (10341) Plan, transport, and deliver outbound product (10360) Track carrier delivery performance (10361) Manage transportation fleet (10362) Process and audit carrier invoices and documents (10363) Manage returns; manage reverse logistics (10342) Authorize and process returns (10364) Perform reverse logistics (10365) Perform salvage activities (10366) Manage and process warranty claims (10367) Meet data exchange and legal requirements (11584) Perform product classification (11585) Calculate customs duty (11586) Manage export control (11587) Manage quality improvement (11588) Manage customs processing import (11589) Manage presentation to customs (11590) Manage sanctioned party list screening (11591) 5.0 Manage Customer Service (10006) 5.1 Develop consumer care/service strategy (11592) Establish service levels for consumers (11593) 5.2 Plan and manage consumer service operations (11594) Plan and manage consumer service work force (11595) Forecast volume of consumer service contracts (11596) Schedule consumer service work force (11597) Track work force utilization (11598) Monitor and evaluate quality of consumer interactions with consumer service representatives (11599) Manage consumer service requests/inquiries (11600) Receive consumer requests/inquiries (11601) Route consumer requests/inquiries (11602) Respond to consumer requests/inquiries (11603) Manage consumer complaints (11604) Receive consumer complaints (11605) Route consumer complaints (11606) Resolve consumer complaints (11607) Respond to consumer complaints (11608) 5.3 Measure and evaluate consumer satisfaction (11609) Measure consumer satisfaction level for consumer requests/inquiries (11610) Solicit consumer feedback on customer service experience (11611) Analyze consumer service data and identify improvement opportunities (11612) Measure consumer satisfaction of customercomplaint handling and resolution (11613) Solicit consumer feedback on complaint handling and resolution (11614) Analyze consumer complaint data and identify improvement opportunities (11615) Measure consumer satisfaction with products and services (11616) Solicit post-sale consumer feedback on products and services (11617) Collect product return reasons (11618) 10 Permission granted to photocopy for personal use APQC 2008 IBM

11 Analyze product and service satisfaction data and identify improvement opportunities (11619) 5.4 Develop customer care/customer service strategy (10378) Develop customer service segmentation/ prioritization (e.g., tiers) (10381) Analyze existing customers (10384) Analyze feedback of customer s needs (10385) Define customer service policies and procedures (10382) Establish service levels for customers (10383) 5.5 Plan and manage customer service operations (10379) Plan and manage customer service work force (10387) Forecast volume of customer service contacts (10390) Schedule customer service work force (10391) Track work force utilization (10392) Monitor and evaluate quality of customer interactions with customer service representatives (10393) Manage customer service requests/inquiries (10388) Receive customer requests/inquiries (10394) Route customer requests/inquiries (10395) Respond to customer requests/inquiries (10396) Manage customer complaints (10389) Receive customer complaints (10397) Route customer complaints (10398) Resolve customer complaints (10399) Respond to customer complaints (10400) 5.6 Measure and evaluate customer service operations (10380) Identify key metrics for assessing customer service (11620) Track performance against customer service scorecard (11621) Measure customer satisfaction with customer requests/inquiries handling (10401) Solicit customer feedback on customer service experience (11687) Analyze customer service data and identify improvement opportunities (11688) Measure customer satisfaction with customercomplaint handling and resolution (10402) Solicit customer feedback on complaint handling and resolution (11236) Analyze customer complaint data and identify improvement opportunities (11237) Identify common customer complaints (11689) Measure customer satisfaction with products and services (10403) Gather and solicit post-sale customer feedback on products and services (11238) Solicit post-sale customer feedback on ad effectiveness (11239) Collect warranty data and product return reasons (10408) Analyze product and service satisfaction data and identify improvement opportunities (11240) Provide customer feedback to product management on products and services (11241) 6.0 Develop and Manage Human Capital (10007) 6.1 Develop and manage human resources (HR) planning, policies, and strategies (10409) Develop human resources strategy (10415) Identify strategic HR needs (10418) Defi ne HR and business function roles and accountability (10419) Determine HR costs (10420) Establish HR measures (10421) Communicate HR strategies (10422) Develop and implement human resources plans (10416) Gather skill requirements according to corporate strategy and market environment (10423) Plan employee resourcing requirements per unit/organization (10424) Develop compensation plan (10425) Develop succession plan (10426) Develop employee diversity plan (10427) Develop training program (11622) Develop recruiting program (11623) Develop other HR programs (10428) Develop HR policies (10429) Administer HR policies (10430) Develop strategy for HR systems/ technologies/tools (10432) Develop workforce strategy models (10433) Monitor and update plans (10417) Measure realization of objectives (10434) Measure contribution to business strategy (10435) Communicate plans and provide updates to stakeholders (10436) Determine value added from HR function (10437) Version en-CP January

12 Review and revise HR plans (10438) 6.2 Recruit, source, and select employees (10410) Create and develop employee requisitions (10439) Align staffing plan to workforce plan and business unit strategies/resource needs (10445) Determine job need/opening (11624) Develop and open job requisition (10446) Manage internal/external job posting Web sites (10449) Change/Update requisition (10450) Recruit/Source candidates (10440) Determine recruitment methods (10453) Perform recruiting activities/events (10454) Manage recruitment vendors (10455) Screen and select candidates (10441) Identify and deploy candidate selection tools (10456) Interview candidates (10457) Select and reject candidates (10459) Manage pre-placement verification (10442) Complete candidate background information (10460) Conduct pre-employment screening (10461) Recommend/not recommend candidate (10462) Manage new hire/re-hire (10443) Draw up and make offer (10463) Negotiate offer (10464) Hire candidate (10465) Track candidates (10444) Create applicant record (10466) Manage/track applicant data (10467) Archive and retain records of non-hires (10468) 6.3 Develop and counsel employees (10411) Manage employee orientation and deployment (10469) Create/maintain employee on-boarding program (10474) Introduce new employees to managers (10475) Introduce workplace (10476) Evaluate the effectiveness of the employee on-boarding program (11243) Manage employee performance (10470) Defi ne performance objectives (10479) Review, appraise, and manage employee performance (10480) Evaluate and review performance program (10481) Manage employee relations (10471) Manage health and safety (10482) Manage labor relations (10483) Manage collective bargaining process (10484) Manage labor management partnerships (10485) Manage employee development (10472) Develop competency management plans (10486) Define employee development guidelines (10487) Develop employee career plans (10488) Manage employee skills development (10489) Develop and train employees (10473) Align employee and organization development needs (10490) Develop competencies (10491) Establish training needs by analysis of required and available skills (10492) Develop, conduct, and manage employee and/ or management training programs (10493) 6.4 Reward and retain employees (10412) Develop and manage reward, recognition, and motivation programs (10494) Develop salary/compensation structure and plan (10498) Develop benefits and reward plan (10499) Perform competitive analysis of benefit and rewards (10500) Identify compensation requirements based on financial, benefits, and HR policies (10501) Administer compensation and rewards to employees (10502) Review compensation plan (11625) Manage and administer benefits (10495) Deliver employee benefits program (10504) Administer benefit enrollment (10505) Process claims (10506) Perform benefit reconciliation (10507) Manage employee assistance and retention (10496) Deliver programs to support work/life balance for employees (10508) Develop family support systems (10509) Review retention and motivation indicators (10510) Payroll administration (10497) 6.5 Re-deploy and retire employees (10413) Manage promotion and demotion process (10512) Manage separation (10513) Manage retirement (10514) Manage leave of absence (10515) Develop and implement employee outplacement (10516) Manage deployment of personnel (10517) Relocate employees and manage assignments (10518) Manage employment reduction and retirement (10519) Manage expatriates (10520) Manage employee relocation process (10521) 12 Permission granted to photocopy for personal use APQC 2008 IBM

13 6.6 Manage employee information (10414) Manage reporting processes (10522) Manage employee inquiry process (10523) Manage and maintain employee data (10524) Manage human resource information systems (HRIS) (10525) Develop and manage employee metrics (10526) Develop and manage time and attendance (10527) Manage employee communication (10528) Develop employee communication plan (10529) Manage/collect employee suggestions and perform employee research (10530) Manage employee grievances (10531) Publish employee communications (10532) 7.0 Manage Information Technology (10008) 7.1 Manage the business of information technology (10563) Develop the enterprise IT strategy (10570) Develop IT strategy based on business strategy and initiatives (11626) Build strategic intelligence (10603) Identify long-term IT needs of the enterprise in collaboration with stakeholders (10604) Defi ne strategic standards, guidelines and principles (10605) Defi ne and establish IT architecture and development standards (10606) Defi ne strategic vendors for IT components (10607) Establish IT governance organization and processes (10608) Build strategic plan to support business objectives (10609) Define the enterprise architecture (10571) Establish the enterprise architecture definition (10611) Confi rm enterprise architecture maintenance approach (10612) Maintain the relevance of the enterprise architecture (10613) Act as clearinghouse for IT research and innovation (10614) Govern the enterprise architecture (10615) Manage the IT portfolio (10572) Establish the IT portfolio (10616) Analyze and evaluate the value of the IT portfolio for the enterprise (10617) Manage IT portfolio funding based on business case checkpoints for projects (11627) Provision resources in accordance with strategic priorities (10618) Perform IT research and innovation (10573) Research technologies to innovate IT services and solutions (10620) Transition viable technologies for IT services and solutions development (10621) Perform IT financial management (10574) Develop and maintain IT services and solutions cost transparency (10622) Establish and maintain accounting process (10623) Evaluate and communicate IT business value and performance (10575) Establish and monitor key performance indicators (10625) Evaluate IT plan performance (10626) Adjust IT plan based on achievement of KPIs (11628) Perform IT staff management (10576) Develop IT leadership and staff (10628) Manage IT staff performance (10629) Manage IT suppliers and contracts (10577) Develop IT (development and delivery) sourcing strategies (10630) Negotiate with suppliers (10631) Establish and maintain supplier relationships (10632) Evaluate supplier performance (10633) 7.2 Develop and manage IT customer relationships (10564) Develop IT services and solutions strategy (10578) Research IT services and solutions to address business and user requirements (11244) Translate business and user requirements into IT services and solutions requirements (11245) Formulate IT services and solutions strategic initiatives (11246) Coordinate strategies with internal stakeholders to ensure alignment (11247) Evaluate and select IT services and solutions strategic initiatives (11248) Develop and manage IT service levels (10579) Create and maintain the IT services and solutions catalog (10640) Establish and maintain business and IT service level agreements (10641) Evaluate and report service level attainment results (10642) Version en-CP January

14 Communicate business and IT service level improvement opportunities (10643) Perform demand side management (DSM) for IT services (10580) Analyze IT services and solutions consumption and usage (10644) Develop and implement incentive programs that improve consumption efficiency (10645) Develop volume/unit forecast for IT services and solutions (10646) Manage IT customer satisfaction (10581) Capture and analyze customer satisfaction (10647) Assess and communicate customer satisfaction patterns (10648) Initiate improvements based on customer satisfaction patterns (10649) Market IT services and solutions (10582) Develop IT services and solutions marketing strategy (10650) Manage IT services and solutions advertising and promotional campaigns (10652) 7.3 Manage business resiliency and risk (11216) Develop and manage business resilience (11217) Develop the business resilience strategy (11221) Perform continuous business operations planning (11222) Test continuous business operations (11223) Maintain continuous business operations (11224) Develop and manage regulatory compliance (11218) Develop the regulatory compliance strategy (11225) Establish regulatory compliance controls (11226) Manage regulatory compliance remediation (11227) Perform integrated risk management (11219) Develop and update an integrated risk strategy and approach (11228) Manage integrated risks (11229) Develop and implement security, privacy, and data protection controls (11220) Establish information security, privacy, and data protection strategies and levels (11230) Test, evaluate, and implement information security, and privacy and data protection controls (11231) 7.4 Manage enterprise information (10565) Develop information and content management strategies (10583) Understand information and content management needs and the role of IT services for executing the business strategy (10654) Assess the information and content management implications of new technologies (10655) Identify and prioritize information and content management actions (10656) Define the enterprise information architecture (10584) Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules (10657) Define information access requirements (10658) Establish data custodianship (10659) Manage changes to content data architecture requirements (10660) Manage information resources (10585) Define the enterprise information/data policies and standards (10661) Develop and implement data and content administration (10662) Perform enterprise data and content management (10586) Define sources and destinations of content data (10663) Manage technical interfaces to users of content (10664) Manage retention, revision, and retirement of enterprise information (10665) 7.5 Develop and maintain information technology solutions (10566) Develop the IT development strategy (10587) Establish sourcing strategy for IT development (10666) Define development processes, methodologies, and tools standards (10667) Select development methodologies and tools (10668) Perform IT services and solutions life cycle planning (10588) Plan development of new requirements (10669) Plan development of feature and functionality enhancement (10670) Develop life cycle plan for IT services and solutions (10671) Develop and maintain IT services and solutions architecture (10589) Create IT services and solutions architecture (10672) Revise IT services and solutions architecture (10673) Retire IT services and solutions architecture (10674) Create IT services and solutions (10590) Understand confirmed requirements (10675) Design IT services and solutions (10676) 14 Permission granted to photocopy for personal use APQC 2008 IBM