PROCE S S CL A S SIFIC AT ION FR AME WORK SM

Version 6.1.1

OVERVIEW
APQC’s Process Classification FrameworkSM OPERATING PROCESSES
(PCF) is a taxonomy of cross-functional business
1.0 >>> 2.0 >>> 3.0 >>> 4.0 >>> 5.0
processes intended to allow the objective Develop Develop Market Deliver Manage
Vision and Manage and Sell Products Customer
comparison of organizational performance and Products and Products and and Service
within and among organizations. The PCF Strategy Services Services Services

was developed by APQC and its member

companies as an open standard to facilitate
improvement through process management MANAGEMENT AND SUPPORT SERVICES

and benchmarking, regardless of industry, size, 6.0 Develop and Manage Human Capital

or location. The PCF organizes operating and

management processes into 12 enterprise-level 7.0 Manage Information Technology

categories, including process groups and more

8.0 Manage Financial Resources
than 1,000 processes and associated activities.
The PCF, its associated measures, and definitions 9.0 Acquire, Construct, and Manage Assets

are available for download at no charge at www.

10.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency
apqc.org/pcf.

THE FRAMEWORK FOR 11.0 Manage External Relationships

PROCESS IMPROVEMENT
12.0 Develop and Manage Business Capabilities
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 FrameworkSM (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 20 years of creative use by thousands of organizations worldwide. The PCF provides
the foundation for APQC’s Open Standards BenchmarkingSM (OSB) database and the w ork of its advisory council of global industry
leaders. Each version of the PCF will continue to be enhanced as the OSB database further develops definitions, processes, and
measures. The PCF and associated measures and benchmarking surveys are available for download from the Open Standards
Benchmarking web site at www.apqc.org/osb.

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 a 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 2014, APQC worked to enhance
the cross-industry PCF and updated a number of industry-specific process classification
frameworks.

Version 6.1.1-en-XI • March 2014 1

LOOKING FORWARD marketplace. With a focus on productivity, knowledge
The cross-industry and industry Process Classification management, benchmarking, and quality improvement
Frameworks are evolving models, which APQC will initiatives, APQC works with its member organizations
continue to enhance and improve regularly. Thus, to identify best practices; discover effective methods
APQC encourages comments, suggestions, and of improvement; broadly disseminate findings;
more importantly, the sharing of insights from having and connect individuals with one another and the
applied the PCF within your organization. Share your knowledge, training, and tools they need to succeed.
suggestions and experiences with the PCF by e-mailing Founded in 1977, APQC is a member-based non profit
[email protected]. serving organizations around the world in all sectors
of business, education, and government. APQC is also
a proud winner of the 2003, 2004, 2008, 2012, and 2013
ABOUT APQC North American Most Admired Knowledge Enterprises
An internationally recognized resource for process and (MAKE) awards. This award is based on a study by
performance improvement, APQC helps organizations Teleos, a European-based research firm, and the KNOW
adapt to rapidly changing environments, build new network.
and better ways to work, and succeed in a competitive
The PCF is written in United States English language format.

PROCESS CLASSIFICATION FRAMEWORKSM TABLE OF CONTENTS

Content Organization______________________________________________________________________________ 3
PCF Levels Explained/Number Scheming_______________________________________________________________ 3
1.0 Develop Vision and Strategy__________________________________________________________________ 4
2.0 Design and Manage Products and Services_______________________________________________________ 5
3.0 Market and Sell Products and Services__________________________________________________________ 5
4.0 Deliver Products and Services________________________________________________________________ 7
5.0 Manage Customer Service__________________________________________________________________ 10
6.0 Develop and Manage Human Capital__________________________________________________________ 10
7.0 Manage Information Technology______________________________________________________________ 12
8.0 Manage Financial Resources_________________________________________________________________ 14
9.0 Acquire, Construct, and Manage Assets________________________________________________________ 18
10.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency__________________________________ 18
11.0 Manage External Relationships_______________________________________________________________ 19
12.0 Develop and Manage Business Capabilities_____________________________________________________ 20
Process Classification Framework (PCF) Cross-Industry Version 6.1.0 Release Notes_________________________ 23

RIGHTS AND PERMISSIONS

©2014 APQC. 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 PCF for internal use. For external use, APQC grants
permission for publication, distribution, and use, provided that proper copyright acknowledgment is made to APQC. No modifications
to the look or content should be made in external venues. Please use the following text when reusing the PCF in external print or
electronic content:

THE APQC PROCESS CLASSIFICATION FRAMEWORKSM (PCF)

The PCF was developed by non-profit AP QC, a global resource for benchmarking and best practices, and its member companies as an open
standard to facilitate improvement through process management and benchmarking, regardless of industry, size, or geography. The PCF organizes
operating and management processes into 12 enterprise level categories, including process groups and over 1,000 processes and associated
activities. To download the full PCF or industry-specific versions of the PCF as well as associated measures and benchmarking, visit www.apqc.org/
pcf.
2 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 CONTENT ORGANIZATION
Process Classification Framework: The Process Classification Framework (PCF) is an Open Standard and is administered
by APQC.

PCF LEVELS EXPLAINED

Level 1—Category 1.0 Develop Vision and Strategy (10002)

Represents the highest level of process in the enterprise, such as Manage customer service, Supply chain, Financial organization, and
Human resources.

Level 2—Process Group 1.1 Define the business concept and long-term vision (17040)

Indicates the next level of processes and represents a group of processes. Perform after sales repairs, Procurement, Accounts
payable, Recruit/Source, and Develop sales strategy are examples of process groups.

Level 3—Process 1.1.5 Conduct organization restructuring opportunities (16792)

A series of interrelated activities that convert inputs into results (outputs); processes consume resources and require standards for
repeatable performance; and processes respond to control systems that direct the quality, rate, and cost of performance.

Level 4—Activity 1.1.5.3 Analyze deal options (16795)

Indicates key events performed when executing a process. Examples of activities include Receive customer requests, Resolve
customer complaints, and Negotiate purchasing contracts.

Level 5—Task 1.1.5.3.1 Evaluate acquisition options (16796)

Tasks represent the next level of hierarchical decomposition after activities. Tasks are generally much more fine grained and may vary
widely across industries. Examples include: Create business case and obtain funding and Design recognition and reward approaches.

PROCESS ELEMENT NUMBERING SCHEME

The PCF identifies each process element using a unique 5-digit reference number following the name of the process element
[i.e., (10002), (17040), (16792), (16795), (16796), shown in the above graphic]. This number will always refer to the conceptual
definition of the process element. The actual process elements and actual definition may change, but conceptually the
decomposition will remain consistent considering the entire scope of the PCF. A new 5-digit number will be assigned to a
process element if its definition substantially changes.

VERSION NUMBERING SCHEME

PCF version numbers are constructed using a “major/minor/defect” version numbering scheme, and refer to the content of
the PCF themselves, not the documents containing the PCF content.

Within a specific release of the PCF (as identified in the footer of the document; see example below), the
PCF identifies each process element with a “dotted” number, like “6.1.0”.
This number is used to provide simple index to refer to specific process elements within the release only.
These numbers will change between releases as needed to reflect the current state of the model.
}

F OOT E R EXA MPL E: Ve r s i o n 6 . 1 . 0 - e n - X I • March 2014

}
This number refers to a major release (6) and a minor release (.1.0)
in the English language (en) of the cross-industry PCF (XI). This refers to the specific
release date of the document
APQC may release the same version of the PCF in a number of different containing this version of the PDF.
channels and at different times to address typographical errors, etc.
Changes in the document containing the PCF are identified in the “Release Notes” section (page 23).

Version 6.1.1-en-XI • March 2014 3

1.0 Develop Vision and Strategy (10002)

1.1 Define the business concept and long-term vision 1.2.1.1 Define current business (10044)
(17040) 1.2.1.2 Formulate mission (10045)
1.1.1 Assess the external environment (10017) 1.2.1.3 Communicate mission (10046)
1.1.1.1 Analyze and evaluate competition 1.2.2 Evaluate strategic options to achieve the
(10021) objectives (10038)
1.1.1.2 Identify economic trends (10022) 1.2.2.1 Define strategic options (10047)
1.1.1.3 Identify political and regulatory issues 1.2.2.2 Assess and analyze impact of each
(10023) option (10048)
1.1.1.4 Assess new technology innovations 1.2.2.3 Develop sustainability strategy
(10024) (14189)
1.1.1.5 Analyze demographics (10025) 1.2.2.4 Develop global support and shared
1.1.1.6 Identify social and cultural changes services strategy (14190)
(10026) 1.2.2.5 Develop lean/continuous
1.1.1.7 Identify ecological concerns (10027) improvement strategy (14197)
1.1.2 Survey market and determine customer needs and 1.2.3 Select long-term business strategy (10039)
wants (10018) 1.2.4 Coordinate and align functional and process
1.1.2.1 Conduct qualitative/quantitative strategies (10040)
assessments (10028) 1.2.5 Create organizational design (structure,
1.1.2.2 Capture and assess customer needs governance, reporting, etc.) (10041)
(10029) 1.2.5.1 Evaluate breadth and depth of
1.1.3 Perform internal analysis (10019) organizational structure (10049)
1.1.3.1 Analyze organizational characteristics 1.2.5.2 Perform job-specific roles mapping
(10030) and value-added analyses (10050)
1.1.3.2 Create baselines for current processes 1.2.5.3 Develop role activity diagrams to
(10031) assess hand-off activity (10051)
1.1.3.3 Analyze systems and technology 1.2.5.4 Perform organization redesign
(10032) workshops (10052)
1.1.3.4 Analyze financial positions (10033) 1.2.5.5 Design the relationships between
organizational units (10053)
1.1.3.5 Identify enterprise core competencies
(10034) 1.2.5.6 Develop role analysis and activity
diagrams for key processes (10054)
1.1.4 Establish strategic vision (10020)
1.2.5.7 Assess organizational implication of
1.1.4.1 Align stakeholders around strategic
feasible alternatives (10055)
vision (10035)
1.2.5.8 Migrate to new organization (10056)
1.1.4.2 Communicate strategic vision to
1.2.6 Develop and set organizational goals (10042)
stakeholders (10036)
1.2.7 Formulate business unit strategies (10043)
1.1.5 Conduct organization restructuring
opportunities (16792) 1.3 Manage strategic initiatives (10016)
1.1.5.1 Identify restructuring opportunities 1.3.1 Develop strategic initiatives (10057)
(16793) 1.3.2 Evaluate strategic initiatives (10058)
1.1.5.2 Perform due-diligence (16794) 1.3.3 Select strategic initiatives (10059)
1.1.5.3 Analyze deal options (16795) 1.3.4 Establish high-level measures (10060)
1.1.5.3.1 Evaluate acquisition options
(16796)
1.1.5.3.2 Evaluate merger options
(16797)
1.1.5.3.3 Evaluate de-merger options
(16798)
1.1.5.3.4 Evaluate divesture options
(16799)
1.2 Develop business strategy (10015)
1.2.1 Develop overall mission statement (10037)

4 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 2.0 Develop and Manage Products and Services (10003)

2.1 Manage product and service portfolio (10061) 2.2.1.2 Prepare high-level business case and
2.1.1 Evaluate performance of existing products/ technical assessment (10084)
services against market opportunities (10063) 2.2.1.3 Develop product/service design
2.1.2 Define product/service development specifications (10085)
requirements (10064) 2.2.1.4 Document design specifications
2.1.2.1 Identify potential improvements to (10086)
existing products and services 2.2.1.5 Conduct mandatory and elective
(10068) external reviews (legal, regulatory,
2.1.2.2 Identify potential new products and standards, internal) (10087)
services (10069) 2.2.1.6 Build prototypes (10088)
2.1.3 Perform discovery research (10065) 2.2.1.7 Eliminate quality and reliability
2.1.3.1 Identify new technologies (10070) problems (10089)
2.1.3.2 Develop new technologies (10071) 2.2.1.8 Conduct in-house product/service
2.1.3.3 Assess feasibility of integrating new testing and evaluate feasibility (10090)
leading technologies into product/ 2.2.1.9 Identify design/development
service concepts (10072) performance indicators (10091)
2.1.4 Confirm alignment of product/service concepts 2.2.1.10 Collaborate on design with suppliers
with business strategy (10066) and contract manufacturers (10092)
2.1.4.1 Plan and develop cost and quality 2.2.2 Test market for new or revised products and
targets (10073) services (10081)
2.1.4.2 Prioritize and select new product/ 2.2.2.1 Prepare detailed market study (10093)
service concepts (10074) 2.2.2.2 Conduct customer tests and
2.1.4.3 Specify development timing targets interviews (10094)
(10075) 2.2.2.3 Finalize product/service characteristics
2.1.4.4 Plan for product/service offering and business cases (10095)
modifications (10076) 2.2.2.4 Finalize technical requirements
2.1.5 Manage product and service life cycle (10067) (10096)
2.1.5.1 Introduce new products/services 2.2.2.5 Identify requirements for changes to
(10077) manufacturing/delivery processes
2.1.5.2 Retire outdated products/services (10097)
(10078) 2.2.3 Prepare for production (10082)
2.1.5.3 Identify and refine performance 2.2.3.1 Develop and test prototype
indicators (10079) production and/or service delivery
2.1.6 Manage product and service master data process (10098)
(14192) 2.2.3.2 Design and obtain necessary materials
and equipment (10099)
2.2 Develop products and services (10062)
2.2.3.3 Install and validate production process
2.2.1 Design, build, and evaluate products and services or methodology (10100)
(10080) 2.2.3.4 Monitor production runs (11417)
2.2.1.1 Assign resources to product/service 2.2.3.5 Request engineering change (11418)
project (10083) 2.2.3.6 Manage engineering change orders
(11419)

3.0 Market and Sell Products and Services (10004)

3.1 Understand markets, customers and capabilities 3.1.1.4 Analyze competing organizations,
(10101) competitive/substitute products
3.1.1 Perform customer and market intelligence (10111)
analysis (10106) 3.1.1.5 Evaluate existing products/brands
3.1.1.1 Conduct customer and market (10112)
research (10108) 3.1.1.6 Assess internal and external business
3.1.1.2 Identify market segments (10109) environment (10113)
3.1.1.3 Analyze market and industry trends 3.1.2 Evaluate and prioritize market opportunities
(10110) (10107)

Version 6.1.1-en-XI • March 2014 5

 3.1.2.1 Quantify market opportunities (10116) 3.3.3.5 Create budget (10147)
3.1.2.2 Determine target segments (10117) 3.3.4 Establish sales goals and measures (10132)
3.1.2.3 Prioritize opportunities consistent 3.3.5 Establish customer management measures
with capabilities and overall (10133)
business strategy (10118) 3.4 Develop and manage marketing plans (10104)
3.1.2.4 Validate opportunities (10119)
3.4.1 Establish goals, objectives, and metrics for
3.2 Develop marketing strategy (10102)
products by channels/segments (10148)
3.2.1 Define offering and customer value proposition
3.4.2 Establish marketing budgets (10149)
(11168)
3.4.2.1 Confirm marketing alignment to
3.2.1.1 Define offering and positioning
business strategy (10155)
(11169)
3.4.2.2 Determine costs of marketing (10156)
3.2.1.2 Develop value proposition including
brand positioning for target segments 3.4.2.3 Create marketing budget (10157)
(11170) 3.4.3 Develop and manage media (10150)
3.2.1.3 Validate value proposition with target 3.4.3.1 Define media objectives (10158)
segments (11171) 3.4.3.2 Develop marketing messages (10159)
3.2.1.4 Develop new branding (11172) 3.4.3.3 Define target audience (10160)
3.2.2 Define pricing strategy to align to value 3.4.3.4 Engage media provider (10161)
proposition (10123) 3.4.3.5 Develop and execute advertising
3.2.2.1 Establish guidelines for applying pricing (10162)
of products/services (10124) 3.4.3.6 Develop and execute other marketing
3.2.2.2 Approve pricing strategies/policies campaigns/programs (11253)
(10125) 3.4.3.7 Assess brand/product marketing plan
3.2.3 Define and manage channel strategy (10122) performance (11254)
3.2.3.1 Evaluate channel attributes and 3.4.4 Develop and manage pricing (10151)
partners (10126) 3.4.4.1 Determine pricing based on volume/unit
3.2.3.2 Determine channel fit with target forecast (10163)
segments (10127) 3.4.4.2 Execute pricing plan (10164)
3.2.3.3 Select channels for target segments 3.4.4.3 Evaluate pricing performance (10165)
(10128) 3.4.4.4 Refine pricing as needed (10166)
3.3 Develop sales strategy (10103) 3.4.5 Develop and manage promotional activities
3.3.1 Develop sales forecast (10129) (10152)
3.3.1.1 Gather current and historic order 3.4.5.1 Define promotional concepts (10167)
information (10134) 3.4.5.2 Plan and test promotional activities
3.3.1.2 Analyze sales trends and patterns (10168)
(10135) 3.4.5.3 Execute promotional activities (10169)
3.3.1.3 Generate sales forecast (10136) 3.4.5.4 Evaluate promotional performance
3.3.1.4 Analyze historical and planned metrics (10170)
promotions and events (10137) 3.4.5.5 Refine promotional performance
3.3.2 Develop sales partner/alliance relationships metrics (10171)
(10130) 3.4.5.6 Incorporate learning into future/
3.3.2.1 Identify alliance opportunities (10138) planned consumer promotions (10172)
3.3.2.2 Design alliance programs and 3.4.6 Track customer management measures (10153)
methods for selecting and managing 3.4.6.1 Determine customer loyalty/lifetime
relationships (10139) value (10173)
3.3.2.3 Select alliances (10140) 3.4.6.2 Analyze customer revenue trend
3.3.2.4 Develop partner and alliance (10174)
management strategies (10141) 3.4.6.3 Analyze customer attrition and
3.3.2.5 Establish partner and alliance retention rates (10175)
management goals (10142) 3.4.6.4 Analyze customer metrics (10176)
3.3.3 Establish overall sales budgets (10131) 3.4.6.5 Revise customer strategies,
3.3.3.1 Calculate product revenue (10143) objectives, and plans based on
3.3.3.2 Determine variable costs (10144) metrics (10177)
3.3.3.3 Determine overhead and fixed costs 3.4.7 Develop and manage packaging strategy (10154)
(10145) 3.4.7.1 Plan packaging strategy (10178)
3.3.3.4 Calculate net profit (10146) 3.4.7.2 Test packaging options (10179)

6 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.

3.4.7.3 Execute packaging strategy (10180) 3.5.4.5 Enter orders into system and identify/
3.4.7.4 Refine packaging (10181) perform cross-sell/up-sell activity
(10198)
3.5 Develop and manage sales plans (10105)
3.5.4.6 Process back orders and updates
3.5.1 Generate leads (10182) (10199)
3.5.1.1 Identify potential customers (10188) 3.5.4.7 Handle order inquiries including post-
3.5.1.2 Identify leads (10189) order fulfillment transactions (10200)
3.5.2 Manage customers and accounts (10183) 3.5.5 Manage sales force (10186)
3.5.2.1 Develop sales/key account plan 3.5.5.1 Determine sales resource allocation
(11173) (10209)
3.5.2.2 Manage customer relationships 3.5.5.2 Establish sales force incentive plan
(11174) (10210)
3.5.2.3 Manage customer master data 3.5.6 Manage sales partners and alliances (10187)
(14208) 3.5.6.1 Provide sales and product training to
3.5.3 Manage customer sales (10184) sales partners/alliances (10211)
3.5.3.1 Perform sales calls (10190) 3.5.6.2 Develop sales forecast by partner/
3.5.3.2 Perform pre-sales activities (10191) alliance (10212)
3.5.3.3 Close the sale (10192) 3.5.6.3 Agree on partner and alliance
3.5.3.4 Record outcome of sales process commissions (10213)
(10193) 3.5.6.4 Evaluate partner/alliance results
3.5.4 Manage sales applications (10185) (10214)
3.5.4.1 Accept and validate sales orders 3.5.6.5 Manage channel partner master data
(10194) (14209)
3.5.4.2 Collect and maintain customer
account information (10195)
3.5.4.3 Determine availability (10196)
3.5.4.4 Determine fulfillment process (10197)

4.0 Deliver Products and Services (10005)

4.1 Plan for and align supply chain resources (10215) 4.1.2.5 Monitor activity against forecast and
4.1.1 Develop production and materials revise forecast (10239)
strategies (10221) 4.1.2.6 Evaluate and revise forecasting
4.1.1.1 Define manufacturing goals (10229) approach (10240)
4.1.1.2 Define labor and materials policies 4.1.2.7 Measure forecast accuracy (10241)
(10230) 4.1.3 Create materials plan (10223)
4.1.1.3 Define outsourcing policies (10231) 4.1.3.1 Create unconstrained plan (10242)
4.1.1.4 Define manufacturing capital expense 4.1.3.2 Collaborate with supplier and contract
policies (10232) manufacturers (10243)
4.1.1.5 Define capacities (10233) 4.1.3.3 Identify critical materials and supplier
4.1.1.6 Define production network and capacity (10244)
supply constraints (10234) 4.1.3.4 Monitor material specifications
4.1.1.7 Define production process (14193) (10245)
4.1.1.8 Define production workplace layout 4.1.3.5 Generate constrained plan (10246)
and infrastructure (14194) 4.1.3.6 Define production balance and
4.1.2 Manage demand for products and services control (14196)
(10222) 4.1.4 Create and manage master production
4.1.2.1 Develop baseline forecasts (10235) schedule (10224)
4.1.2.2 Collaborate with customers (10236) 4.1.4.1 Create site-level production plan and
4.1.2.3 Develop consensus forecast (10237) schedule (10247)
4.1.2.4 Determine available to promise 4.1.4.2 Manage work-in-progress inventory
(10238) (10248)

Version 6.1.1-en-XI • March 2014 7

 4.1.4.3 Collaborate with suppliers (10249) 4.1.9.1 Establish quality targets (10371)
4.1.4.4 Execute site-level production plan and 4.1.9.2 Develop standard testing procedures
schedule (10250) (10372)
4.1.4.5 Monitor master production schedule 4.1.9.3 Communicate quality specifications
and plan (17041) (10373)
4.1.5 Plan distribution requirements (17042) 4.2 Procure materials and services (10216)
4.1.5.1 Maintain master data (10252) 4.2.1 Develop sourcing strategies (10277)
4.1.5.2 Determine finished goods inventory 4.2.1.1 Develop procurement plan (10281)
requirements at destination (10253) 4.2.1.2 Clarify purchasing requirements
4.1.5.3 Calculate requirements at destination (10282)
(10254) 4.2.1.3 Develop inventory strategy (10283)
4.1.5.4 Calculate consolidation at source 4.2.1.4 Match needs to supply capabilities
(10255) (10284)
4.1.5.5 Manage collaborative replenishment 4.2.1.5 Analyze organization’s spend profile
planning (10256) (10285)
4.1.5.6 Manage requirements for partners 4.2.1.6 Seek opportunities to improve
(10257) efficiency and value (10286)
4.1.5.7 Calculate destination dispatch plan 4.2.1.7 Collaborate with suppliers to identify
(10258) sourcing opportunities (10287)
4.1.5.8 Manage dispatch plan attainment 4.2.2 Select suppliers and develop/maintain contracts
(10259) (10278)
4.1.5.9 Calculate destination load plans 4.2.2.1 Select suppliers (10288)
(10260) 4.2.2.2 Certify and validate suppliers (10289)
4.1.5.10 Manage partner load plan (10261) 4.2.2.3 Negotiate and establish contracts
4.1.5.11 Manage cost of supply (10262) (10290)
4.1.5.12 Manage capacity utilization (10263) 4.2.2.4 Manage contracts (10291)
4.1.6 Establish distribution planning constraints 4.2.3 Order materials and services (10279)
(10226) 4.2.3.1 Process/Review requisitions (10292)
4.1.6.1 Establish distribution center layout 4.2.3.2 Approve requisitions (10293)
constraints (10267) 4.2.3.3 Solicit/Track vendor quotes (10294)
4.1.6.2 Establish inventory management 4.2.3.4 Create/Distribute purchase orders
constraints (10268) (10295)
4.1.6.3 Establish transportation management 4.2.3.5 Expedite orders and satisfy inquiries
constraints (10269) (10296)
4.1.7 Review distribution planning policies (10227) 4.2.3.6 Record receipt of goods (10297)
4.1.7.1 Review distribution network (10264) 4.2.3.7 Research/Resolve exceptions (10298)
4.1.7.2 Establish sourcing relationships 4.2.4 Manage suppliers (10280)
(10265)
4.2.4.1 Monitor/Manage supplier information
4.1.7.3 Establish dynamic deployment (10299)
policies (10266)
4.2.4.2 Prepare/Analyze procurement and
4.1.8 Assess distribution planning performance vendor performance (10300)
(10228)
4.2.4.3 Support inventory and production
4.1.8.1 Establish appropriate performance processes (10301)
indicators (metrics) (10270)
4.2.4.4 Monitor quality of product delivered
4.1.8.2 Establish monitoring frequency (10302)
(10271)
4.3 Produce/Manufacture/Deliver product (10217)
4.1.8.3 Calculate performance measures 4.3.1 Schedule production (10303)
(10272)
4.3.1.1 Generate line level plan (10306)
4.1.8.4 Identify performance trends (10273)
4.3.1.2 Generate detailed schedule (10307)
4.1.8.5 Analyze performance benchmark gaps
4.3.1.3 Schedule production orders and
(10274)
create lots (10308)
4.1.8.6 Prepare appropriate reports (10275)
4.3.1.4 Schedule preventive (planned)
4.1.8.7 Develop performance improvement maintenance (preventive maintenance
plan (10276) orders) (10315)
4.1.9 Develop quality standards and procedures
(10368)

8 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.

4.3.1.5 Schedule requested (unplanned) 4.5 Manage logistics and warehousing (10219)
maintenance (work order cycle) 4.5.1 Define logistics strategy (10338)
(10316) 4.5.1.1 Translate customer service
4.3.1.6 Release production orders and create requirements into logistics
lots (10309) requirements (10343)
4.3.2 Produce product (10304) 4.5.1.2 Design logistics network (10344)
4.3.2.1 Manage raw material inventory 4.5.1.3 Communicate outsourcing needs
(10310) (10345)
4.3.2.2 Execute detailed line schedule (10311) 4.5.1.4 Develop and maintain delivery service
4.3.2.3 Report maintenance issues (10319) policy (10346)
4.3.2.4 Rerun defective items (10313) 4.5.1.5 Optimize transportation schedules
4.3.2.5 Assess production performance and costs (10347)
(10314) 4.5.1.6 Define key performance measures
4.3.3 Perform quality testing (10369) (10348)
4.3.3.1 Calibrate test equipment (10318) 4.5.2 Plan and manage inbound material flow
4.3.3.2 Perform testing using the standard (10339)
testing procedure (10374) 4.5.2.1 Plan inbound material receipts (10349)
4.3.3.3 Record test results (10375) 4.5.2.2 Manage inbound material flow
4.3.4 Maintain production records and manage lot (10350)
traceability (10370) 4.5.2.3 Monitor inbound delivery
4.3.4.1 Determine lot numbering system performance (10351)
(10376) 4.5.2.4 Manage flow of returned products
4.3.4.2 Determine lot use (10377) (10352)
4.4 Deliver service to customer (10218) 4.5.3 Operate warehousing (10340)
4.4.1 Confirm specific service requirements for 4.5.3.1 Track inventory deployment (10353)
individual customer (10320) 4.5.3.2 Receive, inspect, and store inbound
4.4.1.1 Process customer request (10324) deliveries (10354)
4.4.1.2 Create customer profile (10325) 4.5.3.3 Track product availability (10355)
4.4.1.3 Generate service order (10326) 4.5.3.4 Pick, pack, and ship product for
4.4.2 Identify and schedule resources to meet service delivery (10356)
requirements (10321) 4.5.3.5 Track inventory accuracy (10357)
4.4.2.1 Create resourcing plan and schedule 4.5.3.6 Track third-party logistics storage and
(10327) shipping performance (10358)
4.4.2.2 Create service order fulfillment 4.5.3.7 Manage physical finished goods
schedule (10328) inventory (10359)
4.4.2.3 Develop service order (10329) 4.5.4 Operate outbound transportation (10341)
4.4.3 Provide service to specific customers (10322) 4.5.4.1 Plan, transport, and deliver outbound
4.4.3.1 Organize daily service order fulfillment product (10360)
schedule (10330) 4.5.4.2 Track carrier delivery performance
4.4.3.2 Dispatch resources (10331) (10361)
4.4.3.3 Manage order fulfillment progress 4.5.4.3 Manage transportation fleet (10362)
(10332) 4.5.4.4 Process and audit carrier invoices and
4.4.3.4 Validate order fulfillment block documents (10363)
completion (10333) 4.5.5 Manage returns; manage reverse logistics
4.4.4 Ensure quality of service (10323) (10342)
4.4.4.1 Identify completed orders for 4.5.5.1 Authorize and process returns (10364)
feedback (10334) 4.5.5.2 Perform reverse logistics (10365)
4.4.4.2 Identify incomplete orders and service 4.5.5.3 Perform salvage activities (10366)
failures (10335) 4.5.5.4 Manage and process warranty claims
4.4.4.3 Solicit customer feedback on services (10367)
delivered (10336) 4.5.5.5 Manage repair/refurbishment and
4.4.4.4 Process customer feedback on return to customer/stock (14195)
services delivered (10337)

Version 6.1.1-en-XI • March 2014 9

5.0 Manage Customer Service (10006)

5.1 Develop customer care/customer service strategy 5.3 Measure and evaluate customer service operations
(10378) (10380)
5.1.1 Develop customer service segmentation/ 5.3.1 Measure customer satisfaction with customer
prioritization (e.g., tiers) (10381) requests/inquiries handling (10401)
5.1.1.1 Analyze existing customers (10384) 5.3.1.1 Gather and solicit post-sale customer
5.1.1.2 Analyze feedback of customer needs feedback on products and
(10385) services (10404)
5.1.2 Define customer service policies and 5.3.1.2 Solicit post-sale customer feedback on
procedures (10382) ad effectiveness (10405)
5.1.3 Establish service levels for customers (10383) 5.3.1.3 Analyze product and service
satisfaction data and identify
5.2 Plan and manage customer service operations improvement opportunities (10406)
(10379) 5.3.1.4 Provide customer feedback to product
5.2.1 Plan and manage customer service work force management on products and
(10387) services (10407)
5.2.1.1 Forecast volume of customer service 5.3.2 Measure customer satisfaction with customer-
contacts (10390) complaint handling and resolution (10402)
5.2.1.2 Schedule customer service work force 5.3.2.1 Solicit customer feedback on
(10391) complaint handling and resolution
5.2.1.3 Track work force utilization (10392) (11236)
5.2.1.4 Monitor and evaluate quality of 5.3.2.2 Analyze customer complaint data and
customer interactions with customer identify improvement opportunities
service representatives (10393) (11237)
5.2.2 Manage customer service requests/inquiries 5.3.3 Measure customer satisfaction with products
(10388) and services (10403)
5.2.2.1 Receive customer requests/inquiries 5.3.3.1 Gather and solicit post-sale customer
(10394) feedback on products and
5.2.2.2 Route customer requests/inquiries services (11238)
(10395) 5.3.3.2 Solicit post-sale customer feedback on
5.2.2.3 Respond to customer requests/ ad effectiveness (11239)
inquiries (10396) 5.3.3.3 Analyze product and service
5.2.3 Manage customer complaints (10389) satisfaction data and identify
5.2.3.1 Receive customer complaints (10397) improvement opportunities (11240)
5.2.3.2 Route customer complaints (10398) 5.3.3.4 Provide customer feedback to product
5.2.3.3 Resolve customer complaints (10399) management on products and
5.2.3.4 Respond to customer complaints services (11241)
(10400)

6.0 Develop and Manage Human Capital (10007)

________________________________________________________________________________________________
6.1 Develop and manage human resources (HR) planning, 6.1.2 Develop and implement workforce strategy
policies, and strategies (17043) and policies (17045)
6.1.1 Develop human resources strategy (17044) 6.1.2.1 Gather skill requirements according to
6.1.1.1 Identify strategic HR needs (10418) corporate strategy and market
6.1.1.2 Define HR and business function roles environment (10423)
and accountability (10419) 6.1.2.2 Plan employee resourcing
6.1.1.3 Determine HR costs (10420) requirements per unit/organization
(10424)
6.1.1.4 Establish HR measures (10421)
6.1.2.3 Develop compensation plan (10425)
6.1.1.5 Communicate HR strategies (10422)
6.1.2.4 Develop succession plan (10426)
6.1.1.6 Develop strategy for HR systems/
technologies/tools (10432) 6.1.2.5 Develop employee diversity plan
(10427)

10 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.

6.1.2.6 Develop other HR programs (10428) 6.2.5.3 Archive and retain records of non-
6.1.2.7 Develop HR policies (10429) hires (10468)
6.1.2.8 Administer HR policies (10430) 6.3 Develop and counsel employees (10411)
6.1.2.9 Plan employee benefits (10431) 6.3.1 Manage employee orientation and deployment
6.1.2.10 Develop work force strategy models (10469)
(10433) 6.3.1.1 Create/maintain employee
6.1.3 Monitor and update strategy, plans, and on-boarding program (10474)
policies (10417) 6.3.1.2 Evaluate the effectiveness of the
6.1.3.1 Measure realization of objectives employee on-boarding
(10434) program (11243)
6.1.3.2 Measure contribution to business 6.3.1.3 Execute onboarding program (17050)
strategy (10435) 6.3.2 Manage employee performance (10470)
6.1.3.3 Communicate plans and provide 6.3.2.1 Define performance objectives (10479)
updates to stakeholders (10436) 6.3.2.2 Review, appraise, and manage
6.1.3.4 Review and revise HR plans (10438) employee performance (10480)
6.1.4 Develop competency management models 6.3.2.3 Evaluate and review performance
(17046) program (10481)
6.2 Recruit, source, and select employees (10410) 6.3.3 Manage employee development (10472)
6.2.1 Manage employee requisitions (10439) 6.3.3.1 Define employee development
6.2.1.1 Align staffing plan to work force plan guidelines (10487)
and business unit strategies/resource 6.3.3.2 Develop employee career plans
needs (10445) (10488)
6.2.1.2 Develop and open job requisitions 6.3.3.3 Manage employee skills development
(10446) (17051)
6.2.1.3 Develop job descriptions (10447) 6.3.4 Develop and train employees (10473)
6.2.1.4 Post requisitions (10448) 6.3.4.1 Align employee and organization
6.2.1.5 Manage internal/external job posting development needs (10490)
Web sites (10449) 6.3.4.2 Align learning programs with
6.2.1.6 Modify requisitions (10450) competencies (10491)
6.2.1.7 Notify hiring manager (10451) 6.3.4.3 Establish training needs by analysis of
6.2.1.8 Manage requisition dates (10452) required and available skills (10492)
6.2.2 Recruit/Source candidates (10440) 6.3.4.4 Develop, conduct, and manage
employee and/or management
6.2.2.1 Determine recruitment methods and
training programs (10493)
channels (10453)
6.2.2.2 Perform recruiting activities/events 6.4 Manage employee relations (17052)
(10454) 6.4.1 Manage labor relations (10483)
6.2.2.3 Manage recruitment vendors (10455) 6.4.2 Manage collective bargaining process (10484)
6.2.2.4 Manage employee referral programs 6.4.3 Manage labor management partnerships
(17047) (10485)
6.2.2.5 Manage recruitment channels (17048) 6.4.4 Manage employee grievances (10531)
6.2.3 Screen and select candidates (17049) 6.5 Reward and retain employees (10412)
6.2.3.1 Identify and deploy candidate
selection tools (10456) 6.5.1 Develop and manage reward, recognition, and
6.2.3.2 Interview candidates (10457) motivation programs (17053)
6.2.3.3 Test candidates (10458) 6.5.1.1 Develop salary/compensation
6.2.3.4 Select and reject candidates (10459) structure and plan (10498)
6.2.3.5 Obtain candidate background 6.5.1.2 Develop benefits and reward plan
information (10460) (10499)
6.2.4 Manage new hire/re-hire (10443) 6.5.1.3 Perform competitive analysis of
6.2.4.1 Draw up and make offer (10463) benefit and rewards (10500)
6.2.4.2 Negotiate offer (10464) 6.5.1.4 Identify compensation requirements
6.2.4.3 Hire candidate (10465) based on financial, benefits, and HR
policies (10501)
6.2.5 Manage applicant information (10444)
6.5.1.5 Administer compensation and
6.2.5.1 Create applicant record (10466)
rewards to employees (10502)
6.2.5.2 Manage/track applicant data (10467)

Version 6.1.1-en-XI • March 2014 11


6.6.6 Manage deployment of personnel (10517)
6.5.1.6 Reward and motivate employees 6.6.7 Relocate employees and manage assignments
(10503) (17055)
6.5.1.7 Deliver programs to support work/life 6.6.7.1 Manage expatriates (10520)
balance for employees (10508) 6.7 Manage employee information and analytics (17056)
6.5.2 Manage and administer benefits (10495)
6.7.1 Manage reporting processes (10522)
6.5.2.1 Deliver employee benefits program
(10504) 6.7.2 Manage employee inquiry process (10523)
6.5.2.2 Administer benefit enrollment (10505) 6.7.3 Manage and maintain employee data (10524)
6.5.2.3 Process claims (10506) 6.7.4 Manage human resource information systems
(HRIS) (10525)
6.5.2.4 Perform benefit reconciliation (10507)
6.7.5 Develop and manage employee metrics
6.5.3 Manage employee assistance and retention
(10526)
(17054)
6.7.6 Develop and manage time and attendance
6.5.4 Administer payroll (10497)
systems (10527)
6.6 Redeploy and retire employees (10413) 6.7.7 Review retention and motivation indicators
6.6.1 Manage promotion and demotion process (10510)
(10512) 6.7.8 Manage/Collect employee suggestions and
6.6.2 Manage separation (10513) perform employee research (10530)
6.6.3 Manage retirement (10514) 6.8 Manage employee communication (17057)
6.6.4 Manage leave of absence (10515) 6.8.1 Develop employee communication plan
6.6.5 Develop and implement employee (10529)
outplacement (10516) 6.8.2 Deliver employee communications (10532)

7.0 Manage Information Technology (10008)

________________________________________________________________________________________________
7.1 Manage the business of information technology (10563) 7.1.3 Manage the IT portfolio (10572)
7.1.1 Develop the enterprise IT strategy (10570) 7.1.3.1 Establish the IT portfolio (10616)
7.1.1.1 Build strategic intelligence (10603) 7.1.3.2 Analyze and evaluate the value of the
7.1.1.2 Identify long-term IT needs of the IT portfolio for the enterprise (10617)
enterprise in collaboration 7.1.3.3 Provision resources in accordance
with stakeholders (10604) with strategic priorities (10618)
7.1.1.3 Define strategic standards, guidelines, 7.1.4 Perform IT research and innovation (10573)
and principles (10605) 7.1.4.1 Research technologies to innovate IT
7.1.1.4 Define and establish IT architecture services and solutions (10620)
and development standards (10606) 7.1.4.2 Transition viable technologies for IT
7.1.1.5 Define strategic vendors for IT services and solutions development
components (10607) (10621)
7.1.1.6 Establish IT governance organization 7.1.5 Evaluate and communicate IT business value
and processes (10608) and performance (10575)
7.1.1.7 Build strategic plan to support 7.1.5.1 Establish and monitor key
business objectives (10609) performance indicators (10625)
7.1.2 Define the enterprise architecture (10571) 7.1.5.2 Evaluate IT plan performance (10626)
7.1.2.1 Establish the enterprise architecture 7.1.5.3 Communicate IT value (10627)
definition (10611) 7.2 Develop and manage IT customer relationships (10564)
7.1.2.2 Confirm enterprise architecture 7.2.1 Develop IT services and solutions strategy
maintenance approach (10612) (10578)
7.1.2.3 Maintain the relevance of the enterprise 7.2.1.1 Research IT services and solutions
architecture (10613) to address business and user
7.1.2.4 Act as clearinghouse for IT research requirements (11244)
and innovation (10614) 7.2.1.2 Translate business and user
7.1.2.5 Govern the enterprise architecture requirements into IT services and
(10615) solutions requirements (11245)

12 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 7.2.1.3 Formulate IT services and solutions 7.4.1.2 Assess the information and content
strategic initiatives (11246) management implications of new
7.2.1.4 Coordinate strategies with internal technologies (10655)
stakeholders to ensure alignment 7.4.1.3 Identify and prioritize information and
(11247) content management actions (10656)
7.2.1.5 Evaluate and select IT services and 7.4.2 Define the enterprise information architecture
solutions strategic initiatives (11248) (10584)
7.2.2 Develop and manage IT service levels (10579) 7.4.2.1 Define information elements, composite
7.2.2.1 Create and maintain the IT services and structure, logical relationships and
solutions catalog (10640) constraints, taxonomy, and derivation
7.2.2.2 Establish and maintain business and IT rules (10657)
service-level agreements (10641) 7.4.2.2 Define information access requirements
7.2.2.3 Evaluate and report service-level (10658)
attainment results (10642) 7.4.2.3 Establish data custodianship (10659)
7.2.2.4 Communicate business and IT service- 7.4.2.4 Manage changes to content data
level improvement opportunities (10643) architecture requirements (10660)
7.2.3 Perform demand-side management (DSM) for IT 7.4.3 Manage information resources (10585)
services (10580) 7.4.3.1 Define the enterprise information/data
7.2.3.1 Analyze IT services and solutions policies and standards (10661)
consumption and usage (10644) 7.4.3.2 Develop and implement data and
7.2.3.2 Develop and implement incentive content administration (10662)
programs that improve consumption 7.4.4 Perform enterprise data and content
efficiency (10645) management (10586)
7.2.3.3 Develop volume/unit forecast for IT 7.4.4.1 Define sources and destinations of
services and solutions (10646) content data (10663)
7.2.4 Manage IT customer satisfaction (10581) 7.4.4.2 Manage technical interfaces to users
7.2.4.1 Capture and analyze customer of content (10664)
satisfaction (10647) 7.4.4.3 Manage retention, revision, and
7.2.4.2 Assess and communicate customer retirement of enterprise information
satisfaction patterns (10648) (10665)
7.2.4.3 Initiate improvements based on 7.5 Develop and maintain information technology
customer satisfaction patterns (10649) solutions (10566)
7.2.5 Market IT services and solutions (10582) 7.5.1 Develop the IT development strategy (10587)
7.2.5.1 Develop IT services and solutions 7.5.1.1 Establish sourcing strategy for IT
marketing strategy (10650) development (10666)
7.2.5.2 Develop and manage IT customer 7.5.1.2 Define development processes,
strategy (10651) methodologies, and tools standards
7.2.5.3 Manage IT services and solutions (10667)
advertising and promotional campaigns 7.5.1.3 Select development methodologies and
(10652) tools (10668)
7.2.5.4 Process and track IT services and 7.5.2 Perform IT services and solutions life cycle
solutions orders (10653) planning (10588)
7.5.2.1 Plan development of new requirements
7.3 Develop and implement security, privacy, and data
(10669)
protection controls (11220)
7.5.2.2 Plan development of feature and
7.3.1 Establish information security, privacy, and data functionality enhancement (10670)
protection strategies and levels (11230)
7.5.2.3 Develop life cycle plan for IT services
7.3.2 Test, evaluate, and implement information and solutions (10671)
security and privacy and data protection
7.5.3 Develop and maintain IT services and solutions
controls (11231)
architecture (10589)
7.4 Manage enterprise information (10565)
7.5.3.1 Create IT services and solutions
7.4.1 Develop information and content management architecture (10672)
strategies (10583)
7.5.3.2 Revise IT services and solutions
7.4.1.1 Understand information and content architecture (10673)
management needs and the role of IT
7.5.3.3 Retire IT services and solutions
services for executing the business
architecture (10674)
strategy (10654)
7.5.4 Create IT services and solutions (10590)

Version 6.1.1-en-XI • March 2014 13
 7.5.4.1 Understand confirmed requirements 7.6.3.1 Understand and coordinate release
(10675) design and acceptance (10695)
7.5.4.2 Design IT services and solutions (10676) 7.6.3.2 Plan release rollout (10696)
7.5.4.3 Acquire/Develop IT service/solution 7.6.3.3 Distribute and install release (10697)
components (10677) 7.6.3.4 Verify release (10698)
7.5.4.4 Train services and solutions resources 7.7 Deliver and support information technology services
(10678) (10568)
7.5.4.5 Test IT services/solutions (10679)
7.7.1 Develop IT services and solution delivery strategy
7.5.4.6 Confirm customer acceptance (10680)
(10595)
7.5.5 Maintain IT services and solutions (10591)
7.7.1.1 Establish sourcing strategy for IT
7.5.5.1 Understand upkeep/enhance delivery (10699)
requirements and defect analysis
7.7.1.2 Define delivery processes, procedures,
(10681)
and tools standards (10700)
7.5.5.2 Design change to existing IT service/
7.7.1.3 Select delivery methodologies and tools
solution (10682)
(10701)
7.5.5.3 Acquire/Develop changed IT service/
7.7.2 Develop IT support strategy (10596)
solution component (10683)
7.7.2.1 Establish sourcing strategy for IT
7.5.5.4 Test IT service/solution change (10684)
support (10702)
7.5.5.5 Retire solutions and services (10685)
7.7.2.2 Define IT support services (10703)
7.6 Deploy information technology solutions (10567) 7.7.3 Manage IT infrastructure resources (10597)
7.6.1 Develop the IT deployment strategy (10592) 7.7.3.1 Manage IT inventory and assets (10704)
7.6.1.1 Establish IT services and solutions 7.7.3.2 Manage IT resource capacity (10705)
change policies (10686) 7.7.4 Manage IT infrastructure operations (10598)
7.6.1.2 Define deployment process, 7.7.4.1 Deliver IT services and solutions (10706)
procedures, and tools standards (10687) 7.7.4.2 Perform IT operations support services
7.6.1.3 Select deployment methodologies and (10707)
tools (10688) 7.7.5 Support IT services and solutions (10599)
7.6.2 Plan and implement changes (10593) 7.7.5.1 Manage availability (10708)
7.6.2.1 Plan change deployment (10689) 7.7.5.2 Manage facilities (10709)
7.6.2.2 Communicate changes to stakeholders 7.7.5.3 Manage backup/recovery (10710)
(10690) 7.7.5.4 Manage performance and capacity
7.6.2.3 Administer change schedule (10691) (10711)
7.6.2.4 Train impacted users (10692) 7.7.5.5 Manage incidents (10712)
7.6.2.5 Distribute and install change (10693) 7.7.5.6 Manage problems (10713)
7.6.2.6 Verify change (10694) 7.7.5.7 Manage inquiries (10714)
7.6.3 Plan and manage releases (10594)

8.0 Manage Financial Resources (17058)

8.1 Perform planning and management accounting (10728) 8.1.3 Perform cost management (10740)
8.1.1 Perform planning/budgeting/forecasting (10738) 8.1.3.1 Determine key cost drivers (10778)
8.1.1.1 Develop and maintain budget policies 8.1.3.2 Measure cost drivers (10779)
and procedures (10771) 8.1.3.3 Determine critical activities (10780)
8.1.1.2 Prepare periodic budgets and plans 8.1.3.4 Manage asset resource deployment
(10772) and utilization (10781)
8.1.1.3 Prepare periodic financial forecasts 8.1.4 Evaluate and manage financial performance
(10773) (10741)
8.1.2 Perform cost accounting and control (10739) 8.1.4.1 Assess customer and product
8.1.2.1 Perform inventory accounting (10774) profitability (10782)
8.1.2.2 Perform cost of sales analysis (10775) 8.1.4.2 Evaluate new products (10783)
8.1.2.3 Perform product costing (10776) 8.1.4.3 Perform life cycle costing (10784)
8.1.2.4 Perform variance analysis (10777) 8.1.4.4 Optimize customer and product mix
8.1.2.5 Report on profitability (11175) (10785)

14 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 8.1.4.5 Track performance of new-customer 8.3.1.1 Negotiate service-level agreements
and product strategies (10786) (10815)
8.1.4.6 Prepare activity-based performance 8.3.1.2 Establish accounting policies (10816)
measures (10787) 8.3.1.3 Set and enforce approval limits (10817)
8.1.4.7 Manage continuous cost 8.3.1.4 Establish common financial systems
improvement (10788) (10818)
8.2 Perform revenue accounting (10729) 8.3.2 Perform general accounting (10748)
8.2.1 Process customer credit (10742) 8.3.2.1 Maintain chart of accounts (10819)
8.2.1.1 Establish credit policies (10789) 8.3.2.2 Process journal entries (10820)
8.2.1.2 Analyze/Approve new account 8.3.2.3 Process allocations (10821)
applications (10790) 8.3.2.4 Process period end adjustments (e.g.,
8.2.1.3 Review existing accounts (10791) accruals and currency conversions)
8.2.1.4 Produce credit/collection reports (10822)
(10792) 8.3.2.5 Post and reconcile intercompany
8.2.1.5 Reinstate or suspend accounts based on transactions (10823)
credit policies (10793) 8.3.2.6 Reconcile general ledger accounts
8.2.2 Invoice customer (10743) (10824)
8.2.2.1 Maintain customer/product master files 8.3.2.7 Perform consolidations and process
(10794) eliminations (10825)
8.2.2.2 Generate customer billing data (10795) 8.3.2.8 Prepare trial balance (10826)
8.2.2.3 Transmit billing data to customers (10796) 8.3.2.9 Prepare and post management
8.2.2.4 Post receivable entries (10797) adjustments (10827)
8.2.2.5 Resolve customer billing inquiries (10798) 8.3.3 Perform fixed asset accounting (10749)
8.2.3 Process accounts receivable (AR) (10744) 8.3.3.1 Establish fixed asset policies and
8.2.3.1 Establish AR policies (10799) procedures (10828)
8.2.3.2 Receive/Deposit customer payments 8.3.3.2 Maintain fixed asset master data files
(10800) (10829)
8.2.3.3 Apply cash remittances (10801) 8.3.3.3 Process and record fixed asset
additions and retires (10830)
8.2.3.4 Prepare AR reports (10802)
8.3.3.4 Process and record fixed asset
8.2.3.5 Post AR activity to the general ledger
(10803) adjustments, enhancements,
revaluations, and transfers (10831)
8.2.4 Manage and process collections (10745)
8.2.4.1 Establish policies for delinquent 8.3.3.5 Process and record fixed-asset
accounts (10804) maintenance and repair expenses
(10832)
8.2.4.2 Analyze delinquent account balances
(10805) 8.3.3.6 Calculate and record depreciation
8.2.4.3 Correspond/Negotiate with expense (10833)
delinquent accounts (10806) 8.3.3.7 Reconcile fixed-asset ledger (10834)
8.2.4.4 Discuss account resolution with 8.3.3.8 Track fixed-assets including physical
internal parties (10807) inventory (10835)
8.2.4.5 Process adjustments/write-off 8.3.3.9 Provide fixed-asset data to support tax,
balances (10808) statutory, and regulatory reporting
8.2.5 Manage and process adjustments/deductions (10836)
(10746) 8.3.4 Perform financial reporting (10750)
8.2.5.1 Establish policies/procedures for 8.3.4.1 Prepare business unit financial
adjustments (10809) statements (10837)
8.2.5.2 Analyze adjustments (10810) 8.3.4.2 Prepare consolidated financial
8.2.5.3 Correspond/Negotiate with customer statements (10838)
(10811) 8.3.4.3 Perform business unit reporting/
8.2.5.4 Discuss resolution with internal parties review management reports (10839)
(10812) 8.3.4.4 Perform consolidated reporting/
8.2.5.5 Prepare chargeback invoices (10813) review of cost management
8.2.5.6 Process related entries (10814) reports (10840)
8.3.4.5 Prepare statements for board review
8.3 Perform general accounting and reporting (10730)
(10841)
8.3.1 Manage policies and procedures (10747) 8.3.4.6 Produce quarterly/annual filings and
shareholder reports (10842)

Version 6.1.1-en-XI • March 2014 15

 8.3.4.7 Produce regulatory reports (10843) 8.6 Process accounts payable and expense
8.4 Manage fixed asset project accounting (10731) reimbursements (10733)
8.4.1 Perform capital planning and project approval 8.6.1 Process accounts payable (AP) (10756)
(10751) 8.6.1.1 Verify AP pay file with PO vendor
8.4.1.1 Develop capital investment policies and master file (10869)
procedures (10844) 8.6.1.2 Maintain/Manage electronic commerce
8.4.1.2 Develop and approve capital (10870)
expenditure plans and budgets (10845) 8.6.1.3 Audit invoices and key data in AP
8.4.1.3 Review and approve capital projects system (10871)
and fixed asset acquisitions (10846) 8.6.1.4 Approve payments (10872)
8.4.1.4 Conduct financial justification for 8.6.1.5 Process financial accruals and
project approval (10847) reversals (10873)
8.4.2 Perform capital project accounting (10752) 8.6.1.6 Process taxes (10874)
8.4.2.1 Create project account codes (10848) 8.6.1.7 Research/Resolve exceptions (10875)
8.4.2.2 Record project-related transactions 8.6.1.8 Process payments (10876)
(10849) 8.6.1.9 Respond to AP inquiries (10877)
8.4.2.3 Monitor and track capital projects and 8.6.1.10 Retain records (10878)
budget spending (10850)
8.6.1.11 Adjust accounting records (10879)
8.4.2.4 Close/Capitalize projects (10851)
8.6.2 Process expense reimbursements (10757)
8.4.2.5 Measure financial returns on completed
8.6.2.1 Establish and communicate expense
capital projects (10852)
reimbursement policies and approval
8.5 Process payroll (10732) limits (10880)
8.5.1 Report time (10753) 8.6.2.2 Capture and report relevant tax data
8.5.1.1 Establish policies and procedures (10881)
(10853) 8.6.2.3 Approve reimbursements and advances
8.5.1.2 Collect and record employee time (10882)
worked (10854) 8.6.2.4 Process reimbursements and advances
8.5.1.3 Analyze and report paid and unpaid (10883)
leave (10855) 8.6.2.5 Manage personal accounts (10884)
8.5.1.4 Monitor regular, overtime, and other 8.7 Manage treasury operations (10734)
hours (10856)
8.7.1 Manage treasury policies and procedures (10758)
8.5.1.5 Analyze and report employee utilization
8.7.1.1 Establish scope and governance of
(10857)
treasury operations (10885)
8.5.2 Manage pay (10754)
8.7.1.2 Establish and publish treasury policies
8.5.2.1 Enter employee time worked into payroll (10886)
system (10858)
8.7.1.3 Develop treasury procedures (10887)
8.5.2.2 Maintain and administer employee
8.7.1.4 Monitor treasury procedures (10888)
earnings information (10859)
8.7.1.5 Audit treasury procedures (10889)
8.5.2.3 Maintain and administer applicable
deductions (10860) 8.7.1.6 Revise treasury procedures (10890)
8.5.2.4 Monitor changes in tax status of 8.7.1.7 Develop and confirm internal controls
employees (10861) for treasury (10891)
8.5.2.5 Process and distribute payments (10862) 8.7.1.8 Define system security requirements
(10892)
8.5.2.6 Process and distribute manual checks
(10863) 8.7.2 Manage cash (10759)
8.5.2.7 Process period end adjustments (10864) 8.7.2.1 Manage and reconcile cash positions
(10893)
8.5.2.8 Respond to employee payroll inquiries
(10865) 8.7.2.2 Manage cash equivalents (10894)
8.5.3 Process payroll taxes (10755) 8.7.2.3 Process and oversee electronic fund
transfers (EFTs) (10895)
8.5.3.1 Calculate and pay applicable payroll
taxes (10866) 8.7.2.4 Develop cash flow forecasts (10896)
8.5.3.2 Produce and distribute employee 8.7.2.5 Manage cash flows (10897)
annual tax statements (10867) 8.7.2.6 Produce cash management
8.5.3.3 File regulatory payroll tax forms accounting transactions and
(10868) reports (10898)
8.7.2.7 Manage and oversee banking
relationships (10899)

16 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.

8.7.2.8 Analyze, negotiate, resolve, and 8.8.2 Operate controls and monitor compliance
confirm bank fees (10900) with internal controls policies and procedures
8.7.3 Manage in-house bank accounts (10760) (10763)
8.7.3.1 Manage in-house bank accounts for 8.8.2.1 Design and implement control
subsidiaries (10901) activities (10917)
8.7.3.2 Manage and facilitate inter-company 8.8.2.2 Monitor control effectiveness (10918)
borrowing transactions (10902) 8.8.2.3 Remediate control deficiencies (10919)
8.7.3.3 Manage centralized outgoing payments 8.8.2.4 Create compliance function (10920)
on behalf of subsidiaries (10903) 8.8.2.5 Operate compliance function (10921)
8.7.3.4 Manage central incoming payments on 8.8.2.6 Implement and maintain controls-
behalf of subsidiaries (10904) related enabling technologies and
8.7.3.5 Manage internal payments and netting tools (10922)
transactions (10905) 8.8.3 Report on internal controls compliance (10764)
8.7.3.6 Calculate interest and fees for in-house 8.8.3.1 Report to external auditors (10923)
bank accounts (10906) 8.8.3.2 Report to regulators, share-/debt-
8.7.3.7 Provide account statements for holders, securities exchanges, etc.
in-house bank accounts (10907) (10924)
8.7.4 Manage debt and investment (10761) 8.8.3.3 Report to third parties (e.g., business
8.7.4.1 Manage financial intermediary partners) (10925)
relationships (10908) 8.8.3.4 Report to internal management
8.7.4.2 Manage liquidity (10909) (10926)
8.7.4.3 Manage issuer exposure (10910) 8.9 Manage taxes (10736)
8.7.4.4 Process and oversee debt and 8.9.1 Develop tax strategy and plan (10765)
investment transactions (10911) 8.9.1.1 Develop foreign, national, state, and
8.7.4.5 Process and oversee foreign currency local tax strategy (10927)
transactions (10912) 8.9.1.2 Consolidate and optimize total tax
8.7.4.6 Produce debt and investment plan (10928)
accounting transaction 8.9.1.3 Maintain tax master data (10929)
reports (10913) 8.9.2 Process taxes (10766)
8.7.4.7 Process and oversee interest rate 8.9.2.1 Perform tax planning/strategy (10930)
transactions (14210)
8.9.2.2 Prepare returns (10931)
8.7.5 Monitor and execute risk and hedging
8.9.2.3 Prepare foreign taxes (10932)
transactions (11208)
8.9.2.4 Calculate deferred taxes (10933)
8.7.5.1 Manage interest-rate risk (11209)
8.9.2.5 Account for taxes (10934)
8.7.5.2 Manage foreign-exchange risk (11210)
8.9.2.6 Monitor tax compliance (10935)
8.7.5.3 Manage exposure risk (11211)
8.9.2.7 Address tax inquiries (10936)
8.7.5.4 Develop and execute hedging
transactions (11212) 8.10 Manage international funds/consolidation (10737)
8.10.1 Monitor international rates (10767)
8.7.5.5 Evaluate and refine hedging positions
(11213) 8.10.2 Manage transactions (10768)
8.7.5.6 Produce hedge accounting 8.10.3 Monitor currency exposure/hedge currency
transactions and reports (11214) (10769)
8.7.5.7 Monitor credit (11215) 8.10.4 Report results (10770)
8.8 Manage internal controls (10735) 8.11 Perform global trade services (17059)
8.11.1 Screen sanctioned party list (14090)
8.8.1 Establish internal controls, policies, and
procedures (10762) 8.11.2 Control exports and imports (14091)
8.8.1.1 Establish board of directors and audit 8.11.3 Classify products (14092)
committee (10914) 8.11.4 Calculate duty (14093)
8.8.1.2 Define and communicate code of 8.11.5 Communicate with customs (14094)
ethics (10915) 8.11.6 Document trade (14095)
8.8.1.3 Assign roles and responsibility for 8.11.7 Process trade preferences (14096)
internal controls (10916) 8.11.8 Handle restitution (14097)
8.8.1.4 Define business process objectives 8.11.9 Prepare letter of credit (14098)
and risks (11250)
8.8.1.5 Define entity/unit risk tolerances (11251)

Version 6.1.1-en-XI • March 2014 17

9.0 Acquire, Construct, and Manage Assets (10010)
9.1 Design and construct/acquire nonproductive assets 9.2.2 Perform corrective maintenance (16473)
(10937) 9.2.3 Overhaul equipment (16474)
9.1.1 Develop property strategy and long-term vision 9.2.4 Manage facilities operations (10949)
(10941) 9.2.4.1 Relocate people (10965)
9.1.1.1 Confirm alignment of property 9.2.4.2 Relocate material and tools (10966)
requirements with business strategy 9.3 Obtain and install assets, equipment, and tools (10939)
(10955) 9.3.1 Develop ongoing maintenance policies for
9.1.1.2 Assess the external environment (10956) productive assets (10950)
9.1.1.3 Make build-or-buy decision (10957) 9.3.1.1 Analyze assets, and predict
9.1.2 Develop, construct, and modify sites (10942) maintenance requirements (10967)
9.1.3 Plan facility (10943) 9.3.1.2 Develop approach to integrate
9.1.3.1 Design facility (10958) preventive maintenance into
9.1.3.2 Analyze budget (10959) production schedule (10968)
9.1.3.3 Select property (10960) 9.3.2 Obtain and install equipment (10951)
9.1.3.4 Negotiate terms for facility (10961) 9.3.2.1 Design engineering solution for the
9.1.3.5 Manage construction or modification to manufacturing process (10969)
building (10962) 9.3.2.2 Install and commission equipment
9.1.4 Provide workspace and assets (10944) (10971)
9.1.4.1 Acquire workspace and assets (10963) 9.4 Dispose of productive and nonproductive assets
(10940)
9.1.4.2 Change fit/form/function of workspace
and assets (10964) 9.4.1 Develop exit strategy (10952)
9.4.2 Perform sale or trade (10953)
9.2 Plan maintenance work (10938)
9.4.3 Perform abandonment (10954)
9.2.1 Perform routine maintenance (16472)

10.0 Manage Enterprise Risk, Compliance, Remediation and Resiliency (16437)

10.1 Manage enterprise risk (17060) 10.1.2.4 Verify business unit and functional risk
10.1.1 Establish the enterprise risk framework and mitigation plans are implemented
policies (16439) (16449)
10.1.1.1 Determine risk tolerance for 10.1.2.5 Ensure risks and risk mitigation actions
organization (16440) are monitored (16450)
10.1.1.2 Develop and maintain enterprise risk 10.1.2.6 Report on risk activities (16451)
policies and procedures (16441) 10.1.3 Coordinate business unit and functional risk
10.1.1.3 Identify and implement enterprise risk management activities (16452)
management tools (16442) 10.1.3.1 Ensure that each business unit/
10.1.1.4 Coordinate the sharing of risk function follows the enterprise risk
knowledge across the organization management process (16453)
(16443) 10.1.3.2 Ensure that each business unit/
10.1.1.5 Prepare and report enterprise risk to function follows the enterprise risk
executive management and reporting process (16454)
board (16444) 10.1.4 Manage business unit and function risk (17462)
10.1.2 Oversee and coordinate enterprise risk 10.1.4.1 Identify risks (16456)
management activities (16445) 10.1.4.2 Assess risks using enterprise risk
10.1.2.1 Identify enterprise level risks (16446) framework policies and procedures
(16457)
10.1.2.2 Assess risks to determine which to
mitigate (16447) 10.1.4.3 Develop mitigation plans for risks
(16458)
10.1.2.3 Develop risk mitigation and
management strategy, and integrate 10.1.4.4 Implement mitigation plans for risks
with existing performance management (16459)
processes (16448) 10.1.4.5 Monitor risks (16460)

18 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 10.1.4.6 Analyze risk activities and update 10.2.2.6 Monitor and test, on an ongoing
plans (16461) and scheduled basis, regulatory
10.1.4.7 Report on risk activities (16462) compliance position and existing
10.2 Manage compliance (17467) controls, defining controls that should
10.2.1 Establish compliance framework and policies be added, removed, or
(17468) modified as required (16469)
10.2.1.1 Develop enterprise compliance 10.2.2.7 Maintain relationships with regulators
policies and procedures (17469) as appropriate (16470)
10.2.1.2 Implement enterprise compliance 10.3 Manage remediation efforts (11185)
activities (17470) 10.3.1 Create remediation plans (11201)
10.2.1.3 Manage internal audits (14133) 10.3.2 Contact and confer with experts (11202)
10.2.1.4 Maintain controls-related technologies 10.3.3 Identify/dedicate resources (11203)
and tools (14137) 10.3.4 Investigate legal aspects (11204)
10.2.2 Manage regulatory compliance (16463) 10.3.5 Investigate damage cause (11205)
10.2.2.1 Develop regulatory compliance 10.3.6 Amend or create policy (11206)
procedures (16464) 10.4 Manage business resiliency (11216)
10.2.2.2 Identify applicable regulatory
10.4.1 Develop the business resilience strategy
requirements (16465)
(11221)
10.2.2.3 Monitor the regulatory environment
10.4.2 Perform continuous business operations
for changing or emerging regulations
planning (11222)
(16466)
10.4.3 Test continuous business operations (11223)
10.2.2.4 Assess current compliance position,
and identify weaknesses or shortfalls 10.4.4 Maintain continuous business operations
therein (16467) (11224)
10.2.2.5 Implement missing or stronger 10.4.5 Share knowledge of specific risks across other
regulatory compliance controls and parts of the organization (16471)
policies (16468)

11.0 Manage External Relationships (10012)

11.1 Build investor relationships (11010) 11.4.4.2 Execute compliance program (11054)
11.1.1 Plan, build, and manage lender relations (11035) 11.4.5 Manage outside counsel (11048)
11.1.2 Plan, build, and manage analyst relations (11036) 11.4.5.1 Assess problem and determine work
11.1.3 Communicate with shareholders (11037) requirements (11056)
11.2 Manage government and industry relationships (11011) 11.4.5.2 Engage/Retain outside counsel if
necessary (11057)
11.2.1 Manage government relations (11038)
11.4.5.3 Receive strategy/budget (11058)
11.2.2 Manage relations with quasi-government bodies
(11039) 11.4.5.4 Receive work product and manage/
monitor case and work performed
11.2.3 Manage relations with trade or industry groups
(11059)
(11040)
11.4.5.5 Process payment for legal services
11.2.4 Manage lobby activities (11041)
(11060)
11.3 Manage relations with board of directors (11012) 11.4.5.6 Track legal activity/performance
11.3.1 Report results (11042) (11061)
11.3.2 Report audit findings (11043) 11.4.6 Protect intellectual property (11049)
11.4 Manage legal and ethical issues (11013) 11.4.6.1 Manage copyrights and patents
(11062)
11.4.1 Create ethics policies (11044)
11.4.6.2 Maintain intellectual property rights
11.4.2 Manage corporate governance policies (11045) and restrictions (11063)
11.4.3 Develop and perform preventive law programs 11.4.6.3 Administer licensing terms (11064)
(11046)
11.4.6.4 Administer options (11065)
11.4.4 Ensure compliance (11047)
11.4.7 Resolve disputes and litigations (11050)
11.4.4.1 Plan and initiate compliance program
11.4.8 Provide legal advice/counseling (11051)
(11053)

Version 6.1.1-en-XI • March 2014 19

 11.4.9 Negotiate and document agreements/ 11.5.3 Promote political stability (11068)
contracts (11052) 11.5.4 Create press releases (11069)
11.5 Manage public relations program (11014) 11.5.5 Issue press releases (11070)
11.5.1 Manage community relations (11066)
11.5.2 Manage media relations (11067)

12.0 Develop and Manage Business Capabilities (10013)

12.1 Manage business processes (16378) 12.2.3 Manage projects (16410)

12.1.1 Establish and maintain process management 12.2.3.1 Establish project scope (16411)
governance (16379) 12.2.3.1.1 Identify project requirements
12.1.1.1 Define and manage governance and objectives (11117)
approach (16380) 12.2.3.1.2 Identify project resource
12.1.1.2 Establish and maintain process tools requirements (16412)
and templates (16381) 12.2.3.1.3 Assess culture and readiness
12.1.1.3 Assign and support process ownership for project management
(16382) approach (11118)
12.1.1.4 Perform process governance activities 12.2.3.1.4 Identify appropriate
(16383) project management
12.1.2 Define and manage process frameworks (16384) methodologies (11119)
12.1.2.1 Establish and maintain process 12.2.3.1.5 Create business case and
framework (16385) obtain funding (11120)
12.1.2.2 Identify cross-functional processes 12.2.3.1.6 Develop project measures and
(16386) indicators (11121)
12.1.3 Define processes (16387) 12.2.3.2 Develop project plans (16413)
12.1.3.1 Scope processes (16388) 12.2.3.2.1 Define roles and resources
12.1.3.2 Analyze processes (16389) (11123)
12.1.3.3 Map processes (16390) 12.2.3.2.2 Identify specific IT
12.1.3.4 Publish processes (16391) requirements (11124)
12.1.4 Manage process performance (16392) 12.2.3.2.3 Create training and
communication plans
12.1.4.1 Provide process training (16393)
(11125)
12.1.4.2 Support process execution (16394)
12.2.3.2.4 Design recognition and
12.1.4.3 Measure and report process reward approaches
performance (16395) (11127)
12.1.5 Improve processes (16396) 12.2.3.2.5 Design and plan launch
12.1.5.1 Identify and select improvement of project (11128)
opportunities (16397) 12.2.3.2.6 Deploy the project (11129)
12.1.5.2 Manage improvement projects (16398) 12.2.3.3 Execute projects (16414)
12.1.5.3 Perform continuous improvement 12.2.3.3.1 Evaluate impact of
activities (16399) project management
12.2 Manage portfolio, program, and project (16400) (strategy and projects) on
12.2.1 Manage portfolio (16401) measures and outcomes
(11131)
12.2.1.1 Establish portfolio strategy (16402)
12.2.3.3.2 Report the status of
12.2.1.2 Define portfolio governance (16403)
project (16415)
12.2.1.3 Monitor and control portfolio (16404)
12.2.3.3.3 Manage project scope (16416)
12.2.2 Manage programs (16405)
12.2.3.3.4 Promote and sustain
12.2.2.1 Establish program structure and
activity and involvement
approach (16406)
(11132)
12.2.2.2 Manage program stakeholders and
12.2.3.3.5 Realign and refresh
partners (16407)
project management
12.2.2.3 Manage program execution (16408) strategy and approaches
12.2.2.4 Review and report program (11133)
performance (16409)

20 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 12.2.3.4 Review and report project 12.3.4.6 Create environment and capability for
performance (16417) EQMS improvement(s) (17504)
12.2.3.5 Close projects (16418) 12.3.4.6.1 Reward quality excellence
12.3 Manage enterprise quality (17471) (17505)
12.3.1 Establish quality requirements (17472) 12.3.4.6.2 Create and maintain
quality partnerships
12.3.1.1 Define critical-to-quality characteristics
(17506)
(17473)
12.3.4.6.3 Maintain talent
12.3.1.2 Define preventive quality activities capabilities and
(17474) competencies (17507)
12.3.1.3 Develop quality controls (17475) 12.3.4.6.4 Incorporate EQMS
12.3.1.3.1 Define process steps for messaging into
controls (or integration communication channels
points) (17476) (17508)
12.3.1.3.2 Define sampling plan (17477) 12.3.4.6.5 Assure independent EQMS
12.3.1.3.3 Identify measurement management access to
methods (17478) appropriate authority in the
12.3.1.3.4 Define required organization (17509)
competencies (17479) 12.3.4.6.6 Transfer proven EQMS
12.3.1.4 Prove capability to assess compliance methods (17510)
with requirements (17480) 12.4 Manage change (11074)
12.3.1.5 Finalize quality plan (17481) 12.4.1 Plan for change (11134)
12.3.2 Evaluate performance to requirements (17482) 12.4.1.1 Select process improvement
12.3.2.1 Test against quality plan (17483) methodology (11138)
12.3.2.1.1 Conduct test and collect 12.4.1.2 Assess readiness for change (11139)
data (17484) 12.4.1.3 Determine stakeholders (11140)
12.3.2.1.2 Record result(s) (17485) 12.4.1.4 Engage/Identify champion (11141)
12.3.2.1.3 Determine disposition of 12.4.1.5 Form design team (11142)
result(s) (17486)
12.4.1.6 Define scope (11143)
12.3.2.2 Assess results of tests (17487)
12.4.1.7 Understand current state (11144)
12.3.2.2.1 Assess sample
12.4.1.8 Define future state (11145)
significance (17488)
12.4.1.9 Conduct organizational risk analysis
12.3.2.2.2 Summarize result(s)
(11146)
(17489)
12.4.1.10 Assess cultural issues (11147)
12.3.2.2.3 Recommend actions
(17490) 12.4.1.11 Establish accountability for change
management (11148)
12.3.2.2.4 Decide next steps (17491)
12.4.1.12 Identify barriers to change (11149)
12.3.3 Manage non-conformance (17492)
12.4.1.13 Determine change enablers (11150)
12.3.3.1 Assess potential impact (17493)
12.4.1.14 Identify resources and develop
12.3.3.2 Determine immediate action(s)
measures (11151)
(17494)
12.4.2 Design the change (11135)
12.3.3.3 Identify root cause(s) (17495)
12.4.2.1 Assess connection to other initiatives
12.3.3.4 Take corrective or preventitive action
(11152)
(17496)
12.4.2.2 Develop change management plans
12.3.3.5 Close non-conformance (17497)
(11153)
12.3.4 Implement and maintain the enterprise quality
12.4.2.3 Develop training plan (11154)
management system (EQMS) (17498)
12.4.2.4 Develop communication plan (11155)
12.3.4.1 Define the quality strategy (17499)
12.4.2.5 Develop rewards/incentives plan
12.3.4.2 Plan and deploy the EQMS scope,
(11156)
targets, and goals (17500)
12.4.2.6 Establish change adoption metrics
12.3.4.3 Identify core EQMS processes,
(11157)
controls, and metrics (17501)
12.4.2.7 Establish/Clarify new roles (11158)
12.3.4.4 Develop and document EQMS
policies, procedures, standards, 12.4.2.8 Identify budget/roles (11159)
and measures (17502) 12.4.3 Implement change (11136)
12.3.4.5 Assess the EQMS performance (17503) 12.4.3.1 Create commitment for improvement/
change (11160)

Version 6.1.1-en-XI • March 2014 21

 12.4.3.2 Reengineer business processes and 12.6.2.2 Develop benchmarking capabilities
systems (11161) (11084)
12.4.3.3 Support transition to new roles or exit 12.6.2.3 Conduct internal process and external
strategies for incumbents (11162) competitive benchmarking (11085)
12.4.3.4 Monitor change (11163) 12.6.2.4 Conduct gap analysis to understand
12.4.4 Sustain improvement (11137) need for change and degree
needed (11087)
12.4.4.1 Monitor improved process performance
(11164) 12.6.2.5 Establish need for change (11088)
12.4.4.2 Capture and reuse lessons learned from 12.7 Manage environmental health and safety (EHS)
change process (11165) (11179)
12.4.4.3 Take corrective action as necessary 12.7.1 Determine environmental health and safety
(11166) impacts (11180)
12.5 Develop and manage enterprise-wide knowledge 12.7.1.1 Evaluate environmental impact of
management (KM) capability (11073) products, services, and operations
(11186)
12.5.1 Develop KM strategy (11095)
12.7.1.2 Conduct health and safety and
12.5.1.1 Develop governance model (11100)
environmental audits (11187)
12.5.1.2 Establish central KM core group
12.7.2 Develop and execute functional EHS program
(11101)
(11181)
12.5.1.3 Define roles and accountability of core
12.7.2.1 Identify regulatory and stakeholder
group versus operating units (11102)
requirements (11188)
12.5.1.4 Develop funding models (11103)
12.7.2.2 Assess future risks and opportunities
12.5.1.5 Identify links to key initiatives (11104)
(11189)
12.5.1.6 Develop core KM methodologies
12.7.2.3 Create EHS policy (11190)
(11105)
12.7.2.4 Record and manage EHS events
12.5.1.7 Assess IT needs and engage IT
(11191)
function (11106)
12.7.3 Train and educate functional employees
12.5.1.8 Develop training and communication
(11182)
plans (11107)
12.7.3.1 Communicate EHS issues to
12.5.1.9 Develop change management
stakeholders and provide
approaches (11108)
support (11192)
12.5.1.10 Develop strategic measures and
12.7.4 Monitor and manage functional EHS
indicators (11109)
management program (11183)
12.5.2 Assess KM capabilities (11096)
12.7.4.1 Manage EHS costs and benefits
12.5.2.1 Assess maturity of existing KM (11193)
initiatives (11110)
12.7.4.2 Measure and report EHS performance
12.5.2.2 Evaluate existing KM approaches (11194)
(11111)
12.7.4.3 Implement emergency response
12.5.2.3 Identify gaps and needs (11112) program (11196)
12.5.2.4 Enhance/Modify existing KM 12.7.4.4 Implement pollution prevention
approaches (11113) program (11197)
12.5.2.5 Develop new KM approaches (11114) 12.7.4.5 Provide employees with EHS support
12.5.2.6 Implement new KM approaches (11195)
(11115)
12.6 Measure and benchmark (16436)
12.6.1 Create and manage organizational
performance strategy (11071)
12.6.1.1 Create enterprise measurement
systems model (11075)
12.6.1.2 Measure process productivity (11076)
12.6.1.3 Measure cost effectiveness (11077)
12.6.1.4 Measure staff efficiency (11078)
12.6.1.5 Measure cycle time (11079)
12.6.2 Benchmark performance (11072)
12.6.2.1 Conduct performance assessments
(11083)

22 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 Pro c e ss C la ssi f i c a ti o n F r a m ew o r k ( P C F )
C ro ss-I n d u s tr y – V er s i o n 6 . 1. 1
R el ea se N o t es
EXECUTIVE SUMMARY
Version 6.1.0
The Cross Industry PCF version 6.1.0 includes over 30 changes from APQC and its member companies around the world.
The three main changes to version 6.1.0 from version 6.0.0 are:

1) Movement of some process elements in category 6 to better level the work and ensure consistency
among that set of process elements
2) Relocation of EH&S from the previous home in category 10 to a new process group in category 12
3) Introduction of a quality management process group in category 12

In addition to these three main changes, APQC introduced hundreds of other changes. These changes will help to ensure
consistency across the next generation of PCF releases. APQC would like to thank IBM for its generous donation of time
and effort to this release of the PCF.

Version 6.1.1
Update made to correct formatting of “3.5.4.1 Accept and validate sales orders (10194)”.

CHANGE DETAILS
APQC PCF Issue
Tracking ID number Affected Category Change Summary
25, 93 Category 1 Mergers and acquisitions
Add mergers and acquisitions framework to the cross industry framework
from the consumer electronics PCF

121 Category 2 Prepare for production

Process elements from CPG PCF added, including “Request engineering
change” and “Manage engineering change orders”.

122, 123 Category 4 Mergers and acquisitions

Add mergers and acquisitions framework to the cross industry framework from the
consumer electronics PCF

34 Category 8 Global trade

Added new process group from Banking PCF entitled “Perform global trade services”.
This new process group includes a number of process elements related to global trade
activities.

Version 6.1.1-en-XI • March 2014 23

 37, 88, 106, 107, Category 6 Competency management and employee development
In version 6.0.0 of the PCF, competency management and employee development were
108, 109, 110,
integrated. In v6.1.0 competency management was split from employee development
111, 112, 113, and moved as a process group beneath the management of HR Planning, Policies, and
Strategies.
114, 115, 116,
117, 118, 119 Manage employee relations
In version 6.0.0 the process “manage employee relations” was a child of “develop and
counsel employees”. This process was elevated to a “process group” level under the
larger HCM category in version 6.1.0. It was given a new number due to the addition of
the “manage employee grievances” process element.

Workforce strategy and policies and movement of strategy for HR systems/

technologies
Renamed previous process element 10416 “Develop and implement human resources
plans” to “Develop and implement workforce strategy and policies”. Assigned a new
number because of the removal of 10432 which was moved to “Develop human resource
strategy” (which was also assigned a new number to reflect this addition.)

Remove duplicate element related to measuring the impact of HR on the business

Specifically removed 10437 “Determine value added from HR function”.

Employee onboarding program

Created new process element 17050 related to the execution of the program. Removed
previous process elements related to onboarding, including 10475 and 10476.

Manage employee grievances

Moved this under existing process element “Manage employee relations” (17052).

Work-life balance
Removed duplicate process element “develop family support systems” (10508) as it was
considered to be a program managed under existing process element 10509 “deliver
programs to support work/life balance”.

Manage employee information and analytics

Manage employee information was renamed and updated to include information about
analytics. Employee communication removed. New number 17056 assigned.

Compensation planning
Process element 6.4.3.4 “Review compensation plan” (10511) was removed as it was a
duplicate of existing process element 6.4.1.3 “Perform competitive analysis of benefit
and rewards” (10500).

Manage employee communications

Moved to process group level.

Correct minor issues in naming

Rename “Create and develop employee requisitions” to “Manage employee
requisitions”, and “Change/Update requisitions” to “Modify requisitions”. Add
“channels” to “Determine recruitment methods”. Change “Complete” to “Obtain”
in “Complete candidate background information”. Changed “Track candidates” to
“Manage applicant information”.

Recruitment channels and referral programs

Added two new process elements under “Recruit/Source candidates” to modernize.

Screen and select candidates

Modernized and streamlined. New ID number assigned.

24 Permission granted to photocopy for personal use. ©2014 APQC. ALL RIGHTS RESERVED.
 96, 105, 120 Category 10 Change the category name
The category was renamed “Manage Enterprise Risk, Compliance, Remediation &
Resiliency”.

Migration of EH&S out of risk management

EH&S was migrated out of the risk management section in category 10 and into its own
process group within category 12. This was done because it was determined that EH&S,
while closely related to risk management, was not actually a functional risk but rather
an entire program of work activities on its own. The best place for it was in category 12.

Furthermore, 6.3.3.1 “Manage health and safety” (10482) was removed as a duplicate
process element.

85, 86, 104, 105 Category 12 Clarification on KM projects

12.5.3 in version 6.0.0 overlapped with process elements in the new process group 12.2.
We have removed the entire reference to managing KM projects as that decomposition
was essentially a duplicate of what was included in 12.2.3.

Manage enterprise quality

In version 6.1.0 we added an entirely new process group around the management of
enterprise quality management systems. This work is the result of a long-term project
with APQC member organizations participating in an Advanced Working Group to define
a common understanding and benchmarking of enterprise quality management.

Add EH&S
EH&S was removed from category 10 and moved into category 12.

Version 6.1.1-en-XI • March 2014 25

 123 North Post Oak Lane, Third Floor
Houston, Texas 77024-7797, USA
800-776-9676 phone • +1-713-681-4020 • +1-713-681-8578 fax
[email protected] • www.apqc.org

Permission granted to photocopy for personal use. ©2014 APQC